WePay Forums/Learn about WePay

WePay FAQ

Jackie
posted this on February 02, 2013 10:47 AM

In this article

What is WePay?

What does "pending" mean?

Why did my payment fail?

Why was my card declined?

Payment was declined, but I have a charge on my card!

How do I activate my account?

Why do you need my social security number?

How do I withdraw my funds?

How do I add a bank account?

Where do I update my personal information?

Where do I update my account settings?

What are WePay's fees?

Can WePay be used internationally?

 

What is WePay?

WePay is a payments processing website. We handle different transactions for a variety of merchants that use us as a platform partner.

 

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What does “pending” mean?

Payments through WePay typically take 1-2 business days to complete. This time is dependent on method of payment, as well as a number of other factors.  Each transaction that goes through WePay is reviewed to ensure it is compliant with our Terms of Service and to protect our merchants and payers against any malicious activity.

 

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Why did my payment fail?

Payments can fail for a variety of reasons.  Most often this happens if we are unable to verify the account you are making a payment to or if information entered during the payment was incomplete.  A payment will also fail if the payment violated our Terms of Service, was made to an account we are no longer able to process payments for or if the administrator of the account is not based in the United States.  If your payment does not fall into any of these categories feel free to email us at: support@wepay.com and our Customer Support agents can look into the payment further to provide you with more detail.

 

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Why was my card declined?

This can happen for a variety of reasons. Typically, it’s due to our processor being unable to verify the information provided.

 

If you see an “Invalid Address” notification, it usually means something is amiss with your billing information. When you go to make a payment, please make sure to enter your billing address as it's exactly displayed on your bank statement.  This should be the address your bank has on file and/or where your statements are sent.  If you have moved recently, try both addresses, as sometimes banks are slow to update new addresses.  Abbreviations can also cause this to happen, so note usages of “Street” vs. “St” or “Apt” vs. a number sign.  

 

From a mismatch of name on the payment and the card, to a decline by the card issuer, to insufficient funds in the account, unauthorized payments happen. Sometimes, if a card is run too many times consecutively, the payment will automatically fail for the security of the payer. To prevent this, double check that you are correctly entering the card information or check in with your card issuer or bank before trying to pay again!

 

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Payment was declined, but I have a charge on my card!

What you’re most likely seeing is a pending authorization. Don’t worry, the payment will not go through and that charge will fall off of your statement! Depending on the issuing bank, you will no longer see that transaction reflected on your statement in 1-3 business days.  If the authorization remains on your statement for a longer period feel free to email support@wepay.com and we will work with you and your bank to reverse the authorization.

 

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How do I activate my account?

Once you have setup your WePay account, you'll need to activate the account.  To activate your account, click on the Settings button in the upper right corner. From there, choose the Trust Center tab to get started.

 

When you click to do the basic account verification, you'll choose whether your account is used for personal, business, or non-profit use.

 

Personal Accounts

If you are using WePay for reasons other than merchant activity or for your registered non-profit, you should choose "Personal." For personal activation, you will need to enter your full legal name, your current address, your phone number, your date of birth, and your social security number.  This information will allow us to confirm your identity and activate your account.  All of this information is required in its entirety and could delay processing times for your payments if not entered accurately.

 

Business or Non-Profit Accounts

If you are using your account for a business or organization, you can activate the account accordingly. To activate your account, you choose what type of business you are operating, provide an EIN if you have one, your legal name, the name of your business or organization, your address, and your SSN.  This information will allow us to confirm your identity and activate your account.  All of this information is required in its entirety and could delay processing times for your payments if not entered accurately.

 

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Why do you need my social security number?

We require your Social Security Number to verify your identity and to comply with state and federal regulations.  WePay does not run credit checks on any of our users, so signing up for a WePay account will not impact your credit score.  Your SSN and Tax ID will only be reported to the IRS in the event that you collect more than $20,000 and 200 payments in the calendar year.  Check out our article on 1099-K reporting for more information on that.  

 

All of the information you enter on WePay is kept safe by our bank-level security measures.  You can read more about the security WePay offers here

 

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How do I withdraw my funds?

To withdraw your funds, you can link your bank account.  To do so, click the Settings button in the upper right corner of your account (look for the gear!). From there, click the Withdrawals tab and add accordingly.

 

Once a bank account is added, the funds are sent automatically to the selected bank account. You have the option to send any available funds daily, weekly (every Monday), or monthly (every first of the month). This preference can be changed at any time.

 

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How do I add a bank account to pay?

To add your bank account so you can make payments, click on your name in the blue header bar at the top of your WePay home screen. Click on the dropdown and select “My Settings.” Select the “Bank Account” tab on the left and that will take you to add in your bank account information and verify the bank account.

 

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How do I verify my bank account?

If you are only withdrawing funds from WePay, you won't need to verify your bank account. However, if you are paying from it, there is one extra step to complete. You can verify it by navigating to your WePay bank account settings by clicking on your name at the top of your homepage.  There click "My Settings".  On the left side of the page click on "Bank Accounts" then click "Unconfirmed" next to the account you are trying to verify.

 

This will lead you to the three verification methods that we offer.

 

Instant Verification

The first method is instant verify, where you confirm the account by inputting your username and password of your online banking. Please note that not all bank accounts support this. If you're at a smaller bank or have 2-step verification enabled on your bank account, you may not be able to use this method.  This method of verification will take up to 180 seconds to complete.

 

Photo Verification

To verify with Photo Verification choose that method by clicking the button next to "PhotoVerify."  To verify with PhotoVerify you'll need to upload images of 2 documents, a check from the account you are attempting to verify and your government issued ID.  To upload a picture of your check click the grey "Add Check" box.  Choose the file and click Upload.  Do the same for your government-issued ID after clicking the "Add Photo ID" box.

 

Most people who use PhotoVerify take a picture of these documents with their camera or smartphone and email those pictures to themselves.  Download the attachments in that email and you'll be able to use them for PhotoVerify! You can also scan the documents.

 

Keep in mind that your PhotoVerify will only complete if the images clearly show the account and routing number on the bottom of the check and the name on the check. The photo ID should also be clear.  PhotoVerify only works with checks, deposit slips and starter checks will not verify the account.  The PhotoVerification process is very quick- your account will be verified in one business day.

 

Microdeposits

To verify with Micro-deposits click the button next to "Micro-deposits." Microdeposits are two small deposits that WePay sends to your bank account. These typically show up in 1-2 business days. Once they've posted at your bank, you report them back to us on WePay.com. If the amounts that you enter match what we sent, your bank account will be confirmed.

 

The steps to confirm with micro-deposits are:

1.  Choose the Micro-deposit verification method on WePay.com

2.  Wait 1-2 business days 

3.  Check your online statements or call your bank to check for 2 small deposits from WePay.com

4.  Come back to WePay.com to enter the Micro-deposit amounts you saw in your bank account.

 

Once you've entered the Micro-deposit amounts your account will be verified!  Note that the Micro-deposits typically take 1-2 business days to arrive in your bank account.  Do not enter Micro-deposit amounts until you have actually seen the deposits in your bank account as this will disable your account and will slow down the verification process.

 

Where do I update my personal information?

My Settings is where you will input anything about your profile on WePay.  To get to My Settings click on your name in the blue bar at the top of the screen.  From there, click "My Settings."  Once there, you'll be able to edit:

  • Email Address

  • Password

  • Contact Information

  • Notifications

  • Credit Cards

  • Bank Accounts

  • Applications

  • Recurring Payments

  • Delete

Email Address

Under the Email Address tab, you'll be able to edit any email address you have added to your WePay account.  Here, you can also delete email addresses by clicking the garbage can icon next to the appropriate one.  Clicking the blue "Make Primary" link next to the email address will make that one the primary email address through which WePay will communicate with you.  This link will only be found next to confirmed email addresses.  To add an email address to your WePay account, enter it in the blank box and click "Add".  You will be able to login to your WePay account with any of the email addresses on file.

 

Password

Under this tab in My Settings, you'll be able to change your password.  To change your password, enter your old password and choose a new one.  The new password must be at least 6 characters and include both numbers and letters.  To save it, click "Update Password."  Once you update your new password, you will use that going forward to login to your WePay account.

 

Contact Information

If WePay needs to contact you regarding your account, we will use this information to do so.  You can delete any address in your account by clicking the garbage can icon next to the appropriate one.  Click "Make Primary" to update the primary address on your account.  You can add new information by entering it and clicking "Add."  Make sure the information entered here is up-to-date, as it is used to communicate with you, for verification purposes and as your billing address when making payments.

 

Notifications

WePay will email you periodically about your account.  Under the "Notifications" tab, you can manage which types of these emails you receive.  To stop receiving any type of notification, uncheck the box next to the name of the notification.  You can turn off all notifications except System Messages.  System messages include things like password reset emails and email confirmation emails.  It is also recommended that you receive Account Notifications as these include things like payment confirmations, chargeback notifications and dispute notifications.

 

Credit Cards

Under the "Credit Card" tab you can delete any credit cards associated with your account that you will no longer be using.  To delete a card, click the garbage can icon next to the card you wish to remove.

 

You cannot add a card under My Settings.  Credit cards will only be added to your account when you make a payment.  Every time you make a payment using a credit card while you are logged in, it will be saved as a preferred payment method for the future.

 

Bank Accounts

This tab will allow you to add or delete a bank account from your WePay profile.  To delete a bank account, click the garbage can icon next to the account you would like to remove.  Click the "Make Primary" link to change the primary bank account on your profile.  You can only make a confirmed bank account primary.  To add a bank account to your profile, click the blue "Add Bank" button.  You'll need to enter your account and electronic routing number, as well as the name of the bank.  Once you do that, you'll be prompted to verify the bank account, which is only required if you're attempting to make a payment with it.

 

Applications

The applications tab gives you an overview of all applications you have created an account with.  If you created your account through any of our API partners, you will see them show up here.  If you do not want to allow that partner access to your account anymore, click the "Revoke Access" button.  You will not be able to collect funds through the API partner site if you choose to revoke access.

 

Recurring Payments

If you have set up a recurring payment through WePay and wish to edit that payment or delete any future recurrences, you'll do that under the "Recurring Payments" tab.  

 

Delete

If you wish to delete your WePay profile and all accounts and tools created under that login, you'll head to this tab.  You will not be able to delete your account if you have an transactions pending to your account or if there are funds available or in reserve on any of your payment accounts.  Deleting the account will wipe out all information regarding your account, so make sure you have everything you need from WePay before doing so.  When you are ready, click the red "Delete" button.

 

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Where do I update my account settings?

To update anything about your payment account, you'll go to the account settings.  While My Settings will have your personal information, Account Settings will let you add/update information about the specific payment account.  To get to Account Settings, click the gear icon near the available balance of your payment account.  There you'll find tabs on the left side of the page labeled:

  • General

  • Access

  • Withdrawals

  • Delete Account

General

The "General" tab is where you'll update the name, description and photo associated with the account.  To edit the name and description, type in the boxes associated with each and click "Save Changes" when you're done.  To change the picture on your account click "Change" then choose the file you would like to upload.  Click "Save" when you are done with that. Pictures should be in JPG, GIF or PNG format and be under 3MB in file size.

If you plan on sharing the account with anyone, you will grant and edit permissions under the "Access" tab.  To add a user to the account, enter his/her email address, choose the level of access you would like to give him/her and click "Grant Access."  You can revoke access at anytime by clicking the garbage can icon.  The access types available are:

  • Can View: the user can only view the account, including transaction history

  • Can Modify: the user can do everything that the administrator can except for moving money.

Once there is another user with access to the account, you can make him the administrator by changing his access to "Owner."  Doing this will give you "Can Modify" access and will transfer administrator privileges.

 

Withdrawals

Under the "Withdrawal" tab, you can turn auto-withdraw on or off.  Simply click the button to enable or disable autowithdrawals.

 

Delete

If you wish to delete your payment account and all tools created under that account, you'll head to this tab.  You will not be able to delete your account if you have any transactions pending to your account or if there are funds available or in reserve on any of your payment accounts.  Deleting the account will wipe out all information regarding your account so make sure you have everything you need from WePay before doing so.  When you are ready, click the red "Delete" button.  Deleting here will not delete your entire WePay profile.

 

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What are WePay's fees?

WePay's fees can be found here.

 

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Can WePay be used internationally?

At this time, WePay only supports US-based users. You need to have a social security number and US billing address in order to get money out of WePay.  If you are in the US, you can collect money from people using international credit cards.  We do have plans to be international one day, but we don't have an exact timeline yet. 

 

If you are in the US (and have a social security number and US billing address), you can accept international credit cards.  WePay accepts all Visa, MasterCard, Discover and American Express cards.  Funds cannot be sent to a non-US bank account nor can checks be sent internationally.

 

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