Using a Payoneer Prepaid MasterCard is easy. Below are a list of questions that are commonly asked by our customers. If you still have questions that you need answered, please feel free to contact us.
Payoneer markets, manages and services prepaid MasterCard cards. Payoneer works together with the First Bank of Delaware to issue and process our cards. A leader in offering prepaid solutions for online applications, Payoneer has offices in New York and Tel Aviv. For more about Payoneer, go to About Us.
How does the Payoneer Prepaid MasterCard card work?
The Payoneer Prepaid MasterCard works just like any other MasterCard card. The card is accepted at all locations worldwide, where debit MasterCard is accepted electronically. You can use it at a point of sale location to make purchases and at an ATM to withdraw cash. With the added security of choosing your own PIN, you can be assured of no unauthorized use of your card.
Who can get a Prepaid MasterCard card?
Travel card: You need to be 13 or over to apply for a Payoneer Prepaid MasterCard through our travel program partners. You don't need a bank account, but if you are under 18, you must have your parent or guardian apply for the card for you.
Payroll card: Anyone worldwide over the age of 18 can order the Payoneer Prepaid MasterCard through our partners to receive earnings. You don't need a bank account to apply.
How do I order a card?
At the moment, individuals can only apply for a Payoneer Prepaid MasterCard through our partners. To check if you are already working with a Payoneer partner, see our homepage at www.payoneer.com. If your organization would like to become a partner, please contact our sales department at sales@payoneer.com.
If I receive a Prepaid MasterCard, what am I committed to?
Nothing. You can use the card to obtain cash for your funds, use it in stores or online. If you decide to use the card, it can be loaded and used multiple times. Once the money on the card is depleted, and your card has a zero balance for 60 days, the card will automatically be deactivated and you have no further obligations with respect to the card.
What happens to my card if I don't use it?
If the card value is depleted and remains at a zero balance for 60 consecutive days, you will not be responsible for maintenance fees until funds are loaded onto the card again.
What are the costs associated with the card?
If you ordered the card through one of our partners, check their websites for details as costs may vary. If you have ordered your card directly from Payoneer, please visit our pricing section, to view the card use and loading fees.
How do I get the most value from my money?
Buy with your card instead of with cash. When you withdraw cash from an ATM, you may be subject to additional fees set by the ATM and corresponding bank.
How can I minimize ATM-related fees?
Select your ATM carefully. ATM and their cooperative banks' fees and maximum withdrawal policies vary greatly.
Consolidate your ATM usage by withdrawing the maximum allowed by your account and the ATM.
Do not try to withdraw more than your account balance from an ATM. You will be charged a fee for the failed ATM usage.
I live outside of the United States. What foreign exchange (FX) rate is used?
You will not be charged an exchange rate if you use your card to make purchases in dollars. If you have expenses in dollars such as hosting or advertising fees, we recommend paying in dollars with your Payoneer card. Otherwise, the Foreign Exchange Conversion rate is computed at the time of the transaction, whether at a retail venue or at an ATM. The rate is updated daily by MasterCard.
Payoneer's rates, based on those set daily by MasterCard®, are collected by the issuing bank (FBOD). Our agreement with the bank ensures that we are at the lowest spectrum of the marketplace and are very competitive compared to the fees charged by most banks . We track this information daily and compare it to AMEX, PayPal, CITI, Chase and randomly others so that we maintain our competitive position relative to other methods, both in terms of cost and convenience. If you find that our rates are not competitive with another available foreign exchange method, please let us know by contacting customer support.
Using your card
Why haven't I received my card yet?
Once you complete the order process, it can take up to ten business days in the US and 25 business days or more, outside the US to receive a card. This is based on the postal service for the destination country. If that amount of time has passed, then contact customer support.
Why can't I log into my account online?
The log-in process is case sensitive, so make sure to type in both your user name and password exactly as you first defined them. If you forgot your password, or it still isn't working, contact customer support.
Who can use the card?
The cardholder is the person whose name is imprinted on the card. This is the person to whom the card was issued and the only person authorized to use the card.
How does my card work at an ATM?
Your card can be used at any ATM that displays the MasterCard logo.
Withdrawal limits at ATMs may vary. For Payoneer travel and payout cards, the daily withdrawal limit is generally $1000, but the ATM you choose may be limited to providing a lower amount.
Note: Do not try to withdraw funds from your card until your card is activated and funds have been loaded onto it. Otherwise, you risk losing your card to the machine.
The ATM gives me choices of multiple accounts to choose from to withdraw money...
Choose "Current" or "Checking".
Note: The value of the pre-authorization hold amount may not be available to the cardholder for eight business days.
Can I use the card on the internet?
The Payoneer Prepaid MasterCard may be used for online transactions wherever debit MasterCard is an accepted form of payment. Important: Avoid using the card to register online for free trials. After the trial period, companies may start charging your card and you will be responsible for the charges.
Can I use the card to buy gas?
In the US, when buying gas, cardholders should pay inside and enter the exact dollar amount of gas desired on the debit pin pad. Otherwise, if you don't specify the exact amount or pay at the pump, the gas station will place a pre-authorization hold on your card that could lock up your funds for 8-10 days or more.
What is a pre-authorization hold?
A merchant may place a pre-authorization hold on a certain amount of funds on your card to verify that you have sufficient funds to pay for the transaction. When your final bill is less than the pre-authorized amount, the remaining funds may be held for up to eight days before being released to your available balance.
For example:
A restaurant may pre-authorize a set amount when you open a tab. A car rental company or hotel may hold the amount equal to one day's rental or stay. In the US, gas stations generally place pre-authorization holds for approximately $50 when you pay at the pump. If you pay for the gas inside, and specify the exact amount you intend to purchase, only the actual purchase amount will be deducted from your card balance.
What do I do if my card is lost or stolen?
Contact us immediately to report a lost or stolen card.
Within the United States:
Contact us at: 1-800-477-5965 (24 hours)
Secondary Number - 1-800-251-2521 x2 (9:00-5:00pm EST Sun-Fri)
Outside the United States:
Contact us at: 1-404-591-3350 (24 hours)
Secondary Number - 1-847-461-1386 x2 (9:00-5:00pm EST Sun-Fri)
A new card will be shipped to you, even while you are traveling.
As long as your PIN has not been compromised, your funds are secure.
How do I cancel the card and get any remaining funds back?
First, spend or withdraw all remaining funds. After 60 days the card will deactivate automatically. If you want to cancel the card in less time, contact customer support.
Can I use my Card without any money on it?
No. You can use your card only once it has been activated and you have funds loaded on the card. You risk losing the card to the ATM if you try withdrawing money before it has been activated or loaded.
How do I use up a balance too small to withdraw at an ATM?
Ask a merchant or cashier at a store to charge the exact remaining balance to your card, then continue to pay the remaining purchase balance in whichever form you wish.
Enter the UserID and Password you chose when your card was ordered.
Select the option to Change PIN.
Enter the information requested and your new personal four digit PIN.
Click Continue. Payoneer will display a confirmation message and send an e-mail when you have successfully changed the PIN.
What do I do if I forget my PIN?
The PIN is your confidential code. It is not maintained by our system. If you forget your PIN, please contact us to verify information you provided when you applied for the card, and our security department will consider resetting the PIN.
How do I check my balance?
To check the balance of funds on your card and to see your transaction history, please do the following:
Enter the UserID and Password you chose when your card was ordered.
Select the option to view your balance.
Why isn't my balance what I think it should be?
At times your card balance may not match the purchases shown on your account for any of these reasons:
Same day transactions do not appear on your account, but the amount is deducted from the available balance. The transactions will generally appear on your account the following day.
OR
There may be an outstanding authorization for a purchase that was made, but the merchant has not collected its money yet. This type of transaction will only show on your account after the merchant has collected its money. In the meantime, the money is held from your account, ready to be paid to the merchant. For example, this may happen for internet or mail/phone order purchases. The merchant may settle the money when they ship the order, rather than on the day the order was placed. In this case, the funds are marked for the merchant and deducted from the balance, but will only show on the account when the bank actually pays the merchant for your purchase. This process could take a minimum of eight days to clear.
Loading your card
Who can load money onto a Prepaid MasterCard card?
Anyone over the age of 18 can load the card with funds transferred from a bank account or a credit or debit card. For more details, see below.
How does money get loaded onto my Prepaid MasterCard card?
You can load funds to your card from other credit or debit cards (Visa® or MasterCard)or electronic checks. You can receive funds from Payoneer's partners and/or authorize individuals to load money to your account. For specific instructions go to www.payoneer.com or see the FAQs below.
What are loading and spending limits on the card?
Limits vary according to the type of card.
Our prepaid Travel Card allows a total balance limit of $5000 with a daily loading limit of $1000. A daily spending limit is set at $2500. Daily ATM withdrawal limit is set at $1000. So if you have $2500-$5000 in your account and withdraw $1000, you can spend up to $1500 with the card on that same day.
Our prepaid Payout card is available only through approved corporate customers. This card allows a total balance limit of $12,500 with a loading limit that is established with each customer. A daily spending limit is set at $2,500. Daily ATM withdrawal limit is set at $1000. So if you have $2500-$12,500 in your account, and withdraw $1000, you can spend up to $1500 with the card on that same day.
Note: Withdrawal limits may also be further restricted by the local ATM acquirer.
How do I load money onto a card?
Limits vary according to the type of card.
To load money onto your Payoneer Prepaid MasterCard, please do the following:
Enter the UserID and Password you chose when you ordered your card.
Enter the Cardholder e-mail address or the card number.
Choose the payment method you wish to use.
Enter the information requested and click Continue.
Note: Payoneer authenticates all first time load attempts pursuant to regulatory and security requirements. For more information on the authentication process, see the FAQs below.
What is an authentication and why do I need to do it?
The U.S. Patriot Act is a Federal Law that requires financial services institutions to make all possible attempts to authenticate and validate an individual's identity participating in their service. Payoneer's authentication process has been designed to assist not only with this identification, but also to ensure the payment method is not being used by an unauthorized individual and to prevent potential fraud.
The authentication requires you to validate a small debit or credit that Payoneer will make to the mode of payment you have chosen. Each payment method requires its own unique authentication. The amount debited or credited as part of the authentication process is adjusted back to the Prepaid MasterCard card once the process is complete.
Each payment method requires its own unique authentication. The authentication requires you to validate a small debit or credit that Payoneer will make to the mode of payment you have chosen. The amount debited or credited as part of the authentication process is adjusted back to the Prepaid MasterCard once the process is complete.
The authentication amounts must be validated within a certain timeframe or we may be required to repeat the process. This information resides in an encrypted form and is completely secure.
I already authenticated with the last load, why do I need to do this again?
Each payment method and product requires its own unique authentication. You may be using a different payment method than you used the last time you loaded a card. If the method is the same, you may be using a different product. For example, if you selected a credit card as the payment method the last time you loaded your Prepaid MasterCard, but subsequently use a different credit card to load your card, we will need to authenticate the use of the new credit card.
How do I load money using a bank transfer?
To load money using a bank transfer, please do the following:
Click on Load Money.
Enter the cardholder's e-mail address or the sixteen digit Prepaid MasterCard number.
Click Continue and then click on Direct Bank Debit and Continue.
Enter the information requested. Continue until you get a confirmation message on your screen.
Payoneer will process the request to debit the money from the bank account provided. Once the funds are moved from your bank to ours, Payoneer will load your Prepaid MasterCard®. This process takes approximately 5-7 business days.
You will receive an e-mail confirming your load request from support@payoneer.com. You must first choose a loading option before the funds will be available for your use.
Please add support@payoneer.com to your address book to ensure that important email will not be marked as spam.
How do I load funds to the card using Western Union?
You can now reload funds to your card from a Western Union US location or website. Click here for step-by-step instructions.
Which credit or debit cards can I use to load money?
You can use both Visa® and MasterCard credit or debit cards to load money onto your Payoneer Prepaid MasterCard.
Can I load money using a money order?
No, this option is currently not available.
Can I do direct deposit onto my card with my paycheck?
You can only direct deposit your paycheck to the card if your employer is a Payoneer partner.
Private Payments
Can non-Payoneer partners make private payments to my Payoneer card?
Yes. While the primary use of your Payoneer card is to receive payouts from our partners, Payoneer also offers the option to load funds privately.
Approving such payments is done at our discretion and payment may not always be approved. In most cases payments over $50 will only be approved after the account has received payments from a Payoneer partner. Even when private payments are approved, they might still be subject to additional limits.
How is a private payment different from a partner payout?
Private loading of funds to the card (private payments) require approval from our Payment Approval Department. Payoneer reserves the right to request additional information or documentation before approving a payment, to limit the payment amount, or to decline a payment altogether.
Payoneer reserves to right to request additional identification at their discretion. An ID request does not guarantee approval of a private payment
Documents provided are kept on our secure servers and are accessible only to Payoneer staff. If a copy of a card is requested, you may blot out the middle part of the card number (leaving only the first four and last four digits visible). Once documents for a specific loading credit card are received, future payments from the card, within the loading limit, will be processed without additional verification.
Payoneer reserves the right to decline a private load at their discretion.
What additional information is needed for a private payment and why?
Payoneer's Payment Approval Department requests that the loader send a copy of a valid photo ID and a copy of the front and back of the card. The documents must be clear and your ID should have your name and your date of birth displayed clearly in English. The documents can be scanned and e-mailed to support@payoneer.com,or faxed to 1-347-438-3365.
Payoneer requests these documents to help ensure the security of our cardholders, and to comply with rules and regulations imposed by MasterCard® and by the US government. Since our communication with our cardholders is online, we must use additional care in ensuring that we have confirmed the identity of cardholders and loaders.
Payoneer reserves the right to decline a private load at their discretion.
How much can be loaded privately to my card?
Payoneer's Payment Approval Department will impose a limit on the total amount that can be loaded to your account by private payments per month. The load limit may depend on various factors, including the documents you provide and the volume and frequency of your partner payouts.
Payoneer reserves the right to decline a private load at their discretion.
What if I want to increase my loading limit for private payments?
To request an increase of your loading limit, please provide information about the nature of the business which is generating the payments to the Payoneer card. We require this information in the context of our procedures for complying with regulations imposed by the United States government and by our bank.
Payoneer reserves the right to decline a private load at their discretion.
What happens when there is a disagreement regarding my payment between the payer and me?
Payoneer does not provide dispute resolution for private payments. We encourage cardholders to use caution when receiving payments, and to ensure that payments are done in good faith. When loads are disputed and potential conflict exists between the cardholder and their loaders, including but not limited to claims of services not provided, Payoneer reserves the right to cancel the payment and leave the dispute to be resolved between the conflicting parties. In situations where a loader disputes a payment through their issuer, Payoneer reserves its right to debit the cardholder's account (including the cardholders' other Payoneer accounts if he has more than one).
AND here is an unrelated FAQ that we discussed as well:
How can I protect myself from phishing and other forms of fraud?
Phishing is the fraudulent attempt to acquire sensitive information (such as usernames, passwords and card information) by masquerading as legitimate financial entities. Please note the following:
Note that Payoneer does not ask for sensitive information such as account information or your PIN number online.
Only access MY ACCOUNT from the button on the Payoneer homepage. Do not click through links in emails.
Type in web addresses into the browser instead of clicking on links.
If the MY ACCOUNT page doesn't look right to you, check the address bar:
Does it have a Payoneer address?
Does the address include HTTPS:// (note the S after HTTP)?
Does the menu bar on the bottom of your screen show the lock symbol?
If you suspect fraud, please call or email Payoneer Customer Support. Unfortunately Payoneer cannot prevent phishing attempts, but we do report them to the relevant organizations to have the sites disabled.
Secure, fast and cost effective mass payouts to recipients around the world. Receive a tailored payout solution from one of our sales directors.
Get paid directly to your globally accepted prepaid debit MasterCard.
The Payoneer Prepaid MasterCard is issued by First Bank of Delaware, Member FDIC, pursuant to a license from MasterCard International Incorporated.
