My Account

Common Questions

• Multiple WePay payment accounts?
• How do I add a Moderator to my account?
• How do I delete my WePay payment account?
• How do I reset my password?
• How do I transfer my account?
• 2-Step Verification FAQ

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Verifying Your Account

• Verification Documents
• Tax Identification Number (TIN) verification
• Trust Center FAQ

Settlements/Withdrawals

• Deprecation of Check-based Settlements

Deposit Limits

• What are Jumpstart Reserves?
• What is a Deposit Limit (reserve / settlement limit)?
• Why are my funds being held in the deposit limit?
• How do deposit limits work?
• How do I adjust my deposit limit?
• How do I know if my funds are being held up by the deposit limit?

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Account Access

• Where is my money?
• Someone created an account for me
• I created an account for someone else

Managing my payments

• Why did a payment fail?
• How do I issue a refund?
• When will my money be deposited?
• How long do payments take to clear?
• Merchant Appeals

Chargebacks and Disputes

• What is a chargeback?
• Documentation Needed Based on Chargeback Type
• How do I see the status of my chargeback?
• How do I reduce my chances of getting a chargeback altogether?
• Why is my account balance negative?
• Can you cancel the chargeback or reverse it?

WePay Security

• Why do you need my social security number?
• How does WePay protect my information?
• What is 2-Step Verification?

Canadian Merchants

• Resolving Your Complaint: Code of Conduct for the Credit and Debit Card Industry in Canada
• Effective Merchant Discount Rate (eMDR)

My Account Has Been Impacted by COVID-19

• Information About Jumpstart Reserves on Your Account Due to COVID-19