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Support Center

Our frequently asked questions service offers answers to common questions. If you don't find an answer, please contact our customer support and a representative will be able to assist you.

Overview

How do I activate my account?

Your organization will create your Hyperwallet Pay Portal account on your behalf at the time that your first commission payment is generated. You will receive an activation email at that time, containing both your Account ID number (i.e. Worker ID or Vendor ID) and a link you can click on to begin the activation process.

If you have been notified by your organization that your first payment has been sent but have not receive an activation email, please click here.

How do I change my profile information?
  1. Log in to your Pay Portal.
  2. Click Settings > Profile
  3. Make the changes.
  4. Click Save

If you are unable to update your information, please contact Welocalize directly.

How do I change my account password?
  1. Log in to your Pay Portal.
  2. Click Settings > Security
  3. Enter your existing password.
  4. Enter and confirm a new unique password.
  5. Click Update Password

Password requirements:

  • At least 1 upper case letter
  • At least 1 lower case letter
  • At least 1 number
  • At least 8-128 characters long
  • At least 1 special character
  • Not used before.
What should I do if I've forgotten my password?
  1. Click Forgot Your Password? on the Pay Portal login page.
  2. Enter the email address registered on your Pay Portal.
  3. A password reset notification will be sent to this email. Click the Reset Password link. This will direct you to a page where you can enter and confirm your new password.

NOTE: You may be required to complete an additional authentication step to verify your identity. If prompted, choose one of the options and follow the on-screen instructions.

  1. Enter and confirm a new unique password.
  2. After successfully resetting your password, a confirmation email will be sent to your email. Click Return to Login Page and use your new password to log in to the Pay Portal.

Account Verification

What information needs to be verified?

Verification of person identified as the account holder:

  • Government / National ID
  • Passport
  • Driver’s License

Information on the submitted documents must be current and clearly visible. Up to 2 pieces of identification may be required.

Verification of account holder’s address:

  • Utility bill (e.g., gas, electric, water, cable, phone)
  • Financial statement
  • National ID
  • Government issued documents (e.g., tax bills, balancing statements)

Full name, address, and document validity (dated within the last 12 months) must be clearly visible.

How long does it take to verify my documents?

If the submitted documents meet the above requirements, verification will be within 2 business days. We will send you an email if additional information is required.

What type of documents are acceptable as proof of address?
  • Utility bills (e.g., gas, electric, water, internet, landline phone)
  • Bank or credit card statements
  • Tax assessments
  • Local government letters confirming address
Can I use a nickname or alternative name?

No. The name on your profile must match your documents and be your legal given name.

Note: Changes made to your Pay Portal profile may retrigger account verification.

What is the format for providing my date of birth?

MM/DD/YYYY

What should I do if I have submitted the required documents, but transfers are still not working?

Please allow us time to review the documents. We will contact you if any additional information is required and send you an email notification once the review is successful.

Are photocopies of the required documents acceptable?

No, original documents must be scanned and uploaded.

I’m trying to upload the requested documents, but it says the file size is too big. What do I do?

If you are trying to upload a photo of a required document and it is too big, save as .png or .jpeg to reduce the size. The file size should be under 4MB.

I have an expired passport. Can I still submit that on the Pay Portal?

No, only a valid and current government-issued ID should be submitted. Any expired document submitted will be rejected.

Does the address on the verification document need to match my Pay Portal profile?

Yes. The address on your Pay Portal (under Settings > Profile) needs to be exactly the same.

If you are not able to update your profile address, please contact Welocalize directly.

Taxpayer Verification

Why did my Substitute Form W-9 fail verification?
  • First and/or Last Names registered on your Pay Portal do not match IRS records.
  • Middle Name or initial is on file with the IRS but not included on your Pay Portal profile. If you have a middle name or initial, please add it in the “First Name” field and separate it by a space.
  • Social Security Number (SSN) on your Pay Portal profile is incorrect or contains spaces or dashes. The format should be 9 digits.
  • Business Name and/or Employer Identification Number (EIN) may not yet be available across all IRS systems if your EIN was issued less than 4 weeks ago.
  • Internal Revenue Service (IRS) servers are experiencing high volume or downtime.
  • There have been multiple unsuccessful attempts to verify.
How do I update the name or Social Security Number displayed on my Substitute Form W-9?
  1. Log in to your Pay Portal.
  2. Click Settings > Profile
  3. Make the required changes. Click Save.
  4. Click Home to resubmit your Substitute Form W-9 using the updated information.

To update any information which cannot be edited on the Profile page, contact Welocalize directly.

Updates made by Welocalize to your profile information may take several days to reflect on your Pay Portal. Once the changes have been applied, the Substitute Form W-9 will be made available again for submission on the Home page.

Am I eligible to receive a Form 1099?

If your total payments from Paylution Pay Portal meet or exceed the IRS threshold of $600 USD over the course of the tax year, you are eligible to receive a Form 1099.

If you are unsure about whether or not you meet this requirement, you can view a list of your total payments for a given period by logging in to your Pay Portal and following these steps:

  1. Click History
  2. Adjust the “To” and “From” dates. Maximum search history is 365 days.
  3. Select Load funds as the Transaction Type.
  4. Click Search
  5. If necessary, to view more payment information on a single page, increase the number of rows displayed on the search results.
  6. Calculate your total earnings by adding up the values in the “Credit” column.

In addition to meeting the $600 USD IRS threshold, a Substitute Form W-9 must be submitted and in good standing prior to December 31st of the year a Form 1099 is issued.

If you meet the IRS threshold of $600 USD but your Substitute Form W-9 was submitted after this deadline, contact Welocalize directly for assistance obtaining your Form 1099.

How do I view my Form 1099?
  1. Log in to your Pay Portal
  2. Click Resources > Tax Documents
  3. Locate your Form 1099 under “Available Year End Tax Forms”.
  4. Click Action > Download

NOTE: During tax season, you may experience longer than usual wait times for your tax documents to be displayed. If the tax document you are looking for does not display immediately, wait a few extra minutes or try using a different web browser if the issue persists.

Withdrawing Funds

How do I transfer funds from my Pay Portal to my bank account?

If your organization allows it, you can transfer your Pay Portal balance to any bank account in your country.

To register a new bank account:

  1. Log in to your Pay Portal.
  2. Click Transfer > Add New Transfer Method
  3. Select the country and currency of the bank account that the funds will be transferred to.
  4. Click Bank Account > Continue
  5. Enter your account details including a nickname for the transfer method in the “Remember As” field (for example, “My Savings”). Click Continue
  6. Carefully verify that your bank information is correct, as incorrect information may cause significant delays to your transfer.
  7. Click Confirm

To transfer funds to a bank account that has already been registered on your Pay Portal:

  1. Click Transfer > Action > Transfer to Bank Account
  2. Select an option on the “From” dropdown panel.
  3. Enter the amount you would like to transfer and add a personal note (optional). Click Continue
  4. Review your transfer details.
  5. Click Confirm

Please allow 1 - 3 business days for the funds to be credited to a bank account in North America or Europe and up to 5 business days for other destinations.

Where can I find my banking information?

You can obtain your bank information from your financial institution, a bank statement, or by referring to the details on the bottom of your checks.

In the United States and Canada, your account information will be displayed as shown on the sample checks below:

U.S. Accounts:
United States check with bank details

Canadian Accounts:
Canadian check with bank details

How can I set up automated transfers to my bank account?

Auto Transfer allows you to set up automatic transfers of the funds from your Pay Portal to your bank account — so that you can set it once and it's done!

In order to set up Automated Transfer, you will need to have a bank account linked to your Pay Portal.

To set up Auto Transfer in your Pay Portal:

1. Click on Transfer in your menu

2. Under Actions: select Create Auto Transfer

3. Select Confirm

  • If you have at least one bank account saved in your Pay Portal, you will see them listed here. If you do not yet have any saved bank accounts, you can add one by clicking on Add New Transfer Method.

Auto Transfer Advanced Options:

Advanced Auto Transfer options allow you to split transfers between 2 or 3 different bank accounts, as well as configure a minimum transfer amount.

  1. Select Transfer in your Menu
  2. Under Actions select Create Auto Transfer
  3. When in the Auto Transfer page, Select the Advanced tab 
  4. Select the account under Transfer Method and set the % field to the right. The total for all chosen Transfer destinations must equal 100%


For example, you can choose to have 60% of your incoming payments go to one saved bank account, while the remaining 40% goes to another bank account.

Note: Under Additional Options you can choose the frequency of your Auto Transfer. You can choose either daily or monthly. If you choose monthly, you can select the date on which the first Auto Transfer is to take place.

Tip:

  • If you would like your incoming payments to be forwarded to your bank account as quickly as possible, select the daily Auto Transfer frequency.
  • Auto currency conversion. If you get paid in a different currency than the currency used by your Transfer destinations, select the currency in which you get paid here. This will ensure that the funds arriving in your Pay Portal are converted and transfer in your local currency. 
  • Minimum Auto Transfer amount. For example, you can set your account to only perform a transfer once you have accumulated a minimum of $100 in payments.

 

Please note: All Auto Transfer destinations selected must use the same currency. This means that you may not
How do I update my Auto Transfer settings?
  1. Log in to your Pay Portal.
  2. Click Transfer
  3. On the Transfer Center, click Action > Update Auto Transfer
  4. Make the necessary updates.
  5. Click Confirm
How do I update my bank account information?
  1. Log in to your Pay Portal.
  2. Click Transfer
  3. On the Transfer Center, click Action > Update
  4. Update your account information.
  5. Click Continue
  6. Review your profile information and make updates if required.
  7. Click Confirm
How do I view my transaction history?
  1. Log in to your Pay Portal.
  2. Click History
  3. Select a date range and specify the transaction type.
  4. Click Search

Tracking Your Payment/Transfers

What do the payment status descriptions refer to?

Payments and transfers go through various stages while being processed. Updates are noted on your Pay Portal to keep you apprised of your funds and when you can expect them.

What is a Receipt ID?
The Receipt ID is a record of the transaction which can be referenced when contacting customer support.
Where can I find my destination bank account or debit card number?
  1. Log in to your Pay Portal.
  2. Click History
  3. Click on the transaction description to view the details.

Note: For security reasons, only the last four digits of your account information will be displayed.

Why does my account need review?
As part of our compliance program, we may require that you provide some additional information in order for you to continue to receive funds. For security reasons, we will not ask you to provide or verify personal information via email. Please visit your Pay Portal to update your information and follow steps to review your personal information.
It is past the estimated deposit date. Why haven't I received my funds?

Our goal is to send your funds to you as quickly as possible. However, once the transfer has cleared our systems, processing times can vary according to the receiving bank and any intermediary financial institutions involved in the transaction. Depending on your country and region, some transfers may take longer than others to be received.

Why am I getting multiple emails?
If you have initiated multiple transfers from your Pay Portal, you will receive separate cash out notifications for each transfer.
How do I update the destination bank account for my payment?

After a payment has been processed, the destination account cannot be changed. However, you can update the destination account for future payments by following these steps:

  1. Log in to the Pay Portal
  2. Click Transfer
  3. On the Transfer Center, click Action > Update
  4. Update the information
  5. Click Confirm.
My payment amount is different than I anticipated. Why?
When a payment is initiated, the amount transferred from your Pay Portal will be deducted, along with a transfer fee (if applicable). In the case of wire transfers, the recipient bank may impose processing fees which will be deducted from your balance.

Customer Support

How do I contact Customer Support?
Please refer to the Support tab at the top of the page for support hours and contact information.

Contact us:

Email Support

Please login and use the form provided under the Support section to send us your question. If you have issues logging in, please contact us by phone.

Telephone

Live customer service representatives are available for support:

English: Mon – Fri 08:00 – 20:00*, Sat & Sun 08:00 – 17:00*
Spanish: Mon – Sun 08:00 – 17:00*
French and Mandarin Chinese: Mon - Fri 08:00 – 17:00*

*Please note all the hours mentioned above are in Pacific Time.

  • North America: 1-855-244-7907
  • Worldwide: 1-604-900-2332

Chat

Chat support may be available if offered by your company. Please be sure you’re logged in to take advantage of our live chat feature. If you’re logged in already, look for the chat icon in the bottom-right corner of the page.