Getting started & Login

The Paysafe Go is a digital wallet that provides a convenient way to receive and manage payments from merchants. It is designed as mobile‑first, with a web app also available. The mobile app gives you instant access to your funds and links directly to a virtual prepaid card.

You can spend online using your virtual card or pay in-store with Apple Pay or Google Pay. You can also send money to other users within your organization or withdraw your funds to a bank account whenever you choose.

Paysafe Go is invite only. After you receive an invitation for the Paysafe Go, download the Paysafe Go App from the App Store or Google Play. Then follow the steps below to register:

1. Go back to your invitation message and tap the Accept Invite link.
2. Accept the data preferences and create a password.
3. Enter your phone number (with the country code) and verify it, fill in your personal details and address.
4. Accept Terms of Use, and other policies.

That’s it! Your account is now successfully created! You need to, however, complete the KYC verification process, only after verifying your account you will be able to send and receive money, get a card a take full advantage of the wallet’s functionalities.

If you come across any difficulties upon registration, this may be due to one or more of the following reasons:

• You haven’t received an e-mail invitation. Contact your organization for more information.
• Your e-mail invitation has expired as it is only valid for 7 days. Contact your organization and request a new one.
• Your registration takes too long or fails with a general error. This is probably a connectivity issue. Try again later. If the issue persists, contact us.
• You’re using VPN, a proxy server or another connection type that prevents us from verifying your identity. To complete your registration, please disable any IP masking services, connect to the internet using a fixed IP from your ISP or your mobile network, and try again. Avoid using open public connections.
• The phone number you're trying to sign up with is already registered on another account within your organization. If you have previously signed up for a Paysafe Go, please regain access to it.
• You’re trying to register from a country where we currently don’t provide service. If you're travelling or abroad, restart your registration when you are home.

Also, during registration, make sure that:

• The information you enter is correct and up-to date.
• You are at least 18 years of age.
• When entering your phone number, you include the country code.
• The address you fill is not a PO box.

A valid password must:

• Contain minimum 8 characters
• Include at least 3 of these 4 types:
  • Lowercase letters (a–z)
  • Uppercase letters (A–Z)
  • Numbers (0–9)
  • Special characters (! @ # $ % ^ & *)

You can easily reset your password by following the steps below:

1. Click the Reset Password link on the login screen.
2. Enter your email or phone number.
3. You will receive either:
   • a password‑reset email containing a secure link, or
   • an SMS with a 6‑digit code (e.g. “123456 is your password change code for Paysafe Go”).
4. Follow the link or enter the code in the app to set a new password.

If you see the message: “Your account has been blocked after multiple consecutive login attempts.”, you have probably entered a wrong password too many times. To regain access, you can either:

• Tap on the Unblock account link, you will receive via e-mail, or
• Use the Forgot password link to set up a new password.

The password reset link is sent via an automated email, which may often end up in your 'Spam', 'Junk' or 'Deleted' folder. For the One-time Password, try to switch the delivery method to SMS if this option is available.

Some domain providers may apply restrictions on certain incoming emails, so check with your provider to find out if there are any and ask them for assistance.

If you no longer have access to your registered e‑mail address or phone number, contact us using the support options available in the Paysafe Go app. You can find them in the Profile section.

What to do if I don’t get the OTP code within a reasonable time?

• Tap Resend and wait up to 60 seconds.
• If available, switch the OTP delivery method (SMS ↔ Email).
• For e‑mail, check your Spam or Junk folders. For SMS, check your network coverage.
• Make sure you are checking the e‑mail address or phone number registered with your Paysafe Go.

There is a limit to how many times you can request or enter a One‑Time Password. If the limit is reached, wait a few minutes before trying again. When a new code is requested, the previous one becomes invalid.

If you continue to experience issues receiving an OTP or have lost access to your phone, contact us using the support options available in the app.

Login is easy:

1. Enter your e-mail or phone number. If inputting the phone, make sure to add the country code.
2. Enter the password you set during the registration process.
3. A One-time Password (OTP) is generated and sent to either your e-mail or phone. Use it to log in. The OTP expires in about 15 minutes. Afterwards, you can request a new one.

Note: Entering an incorrect password several times may temporarily lock your access.

A one-time password (OTP) is an additional security step required during login. It is sent to your email address or phone number. The OTP expires after approximately 15 minutes, so make sure to enter it promptly.

If your code expires, you can request a new one. Requesting a new code will automatically invalidate the previous one.

• tap Resend and wait up to 60 seconds
• If needed, switch the  OTP delivery method (SMS <-> Email).
• For e-mail, check your Spam or Junk folders. For SMS, check your network coverage.
• Make sure you are checking the phone number or e-mail registered with your Paysafe Go.

There is a limitation to the number of times you can request a One-time Password to be resent, and to the number of times you enter an OTP. If the limit is reached, you’ll have to wait for a few minutes before trying again. Once you request a new code, the old one becomes invalid.

If you have a persistent issue with not receiving your OTP or you have lost access to your phone, contact our Customer Service for support at vitalhealth-support@paysafe.com.

If you're experiencing login issues, check out some of the most common scenarios along with suggested solutions.

1. The credentials you enter are incorrect. Make sure you enter your registered e-mail and that the spelling is correct. If you cannot remember your password, follow the “Reset Password” steps.
2. There was an issue with your One-time Password. If you typed the wrong OTP, request another one. If you haven’t received it, try switching the delivery method (between e-mail and SMS) if possible.
3. Your login failed due to a technical error. Retry later.
4. We couldn’t complete your login. This can happen if you are using public or insecure internet connection (e.g. open Wi-Fi) , VPN, proxy, or other IP masking tools, and that you aren’t sharing your device with other users. Try again using a secure connection. If your account is restricted, you will get and on-screen message with instructions.
5. There were too many failed login attempts. Try again later. These may be wrong password attempts, wrong OTPs, or OTP resend attempts.

If it is none of the above scenarios, you can try clearing the app cache or reinstalling the app.

Alternatively, you may be unable to log in because:

• Your account was closed at your request.
• Your account has been permanently closed.
• Other login restrictions.

For such scenarios, contact us to request a review of your case.

You can reach us at vitalhealth-support@paysafe.com.

Once you start registration, the Paysafe Go interface may appear Paysafe branded.

Merchant branding is applied when you log in using the correct organization. The organization name is included in your registration invite email.

After you log in with the correct organization, the branding will be shown automatically on future logins.