Your frequently asked questions

Submit an address verification document, issued in your name within the last 90 days. In the drop-down menu you can see a list of the acceptable documents (e.g. card or bank statement, utility bill, etc.)

The address proof should be clear, and legible.

We aim to review each document within 24 hours.

Once your identity has been successfully verified, you will receive a confirmation e-mail and will be able to proceed to sending and receiving funds.

To verify your Paysafe Wallet, we ask you to provide certain verification documents. However, your documents may get rejected if they don't meet our requirements.

Some of the possible reasons for rejecting documents are:

• Your address verification document did not have a date of issue on it.
• Your address verification document did not show the same name that is registered on your Paysafe Wallet.
• Your bank statement didn’t show one or more pieces of information: your names, the full account number and/or IBAN, the bank code or routing number (SWIFT/BIC) and your bank's logo/insignia.
• The details on your document (i.e. names, bank/card details) don't match the ones registered in your Paysafe Wallet.
• Your card statement exposed your full card number. You should mask the sensitive information from the middle digits so that only your BIN (first six to eight digits) and the last two to four digits are visible.
• You sent an image of your card instead of a document for your card.

Note: We'll do our best to review and accept your documents as promptly as possible.

To verify your identity as a part of the Paysafe Wallet verification process, you may be asked to upload a valid government-issued photo ID document. For the residents of the United States of America, this should be a US-issued photo ID.

We accept the following identity verification documents:

• Passports
• ID cards
• Driving licenses

Important requirements for your identity verification document:

• Your ID document should be valid (do not send in expired documents);
• Your ID document should be a color copy;
• We should be able to see your photo, full name, birth date, signature and the document number;
• The copy should be in high definition quality (easy to read) and should display all four edges of the document;

Please also note that:

• Passports should be open on the page with your photo and passport number; 
• When sending an ID card (or a driving license which contains personal details or issue/expiry date on the back side) be sure to include separate images of the front and the back side of the document.

Note: We'll do our best to review and accept your documents as promptly as possible.

The limits for all your transactions are shown in your wallet app. When you reach a certain transaction threshold, we’ll ask you to verify your bank account, and submit a second piece of government-issued ID.

Your withdrawal limits will be shown on the Withdrawal screen.

Your prepaid card limits are available under Card > Spending limits.

If you refuse to go through the simple verification process, you will be unable to take advantage of your account’s functionalities, such as receiving and sending money, having a prepaid card or withdrawing. We strongly recommend completing the verification, as it only takes several minutes.

Withdrawing funds to a personal bank account is quick and easy.

Bank Account not added

To start a withdrawal, first add your bank account details: 

1. Tap on the Withdraw tab
2. Enter the amount. Hit Continue.
3. Enter your phone number to link your bank account via Plaid. For verification of US Bank Accounts, we use Plaid, which lets you verify your bank account by securely logging into your online banking. This confirms your account instantly without the need to enter bank account numbers.
4. Select your banking institution
5. Your bank account and institution are now successfully linked to your wallet
6. Review your transaction. Tap Send.

Bank Account already added 

1. Tap on the Withdraw tab
2. Enter the amount. Select a bank account from the drop-down menu.
3. Review your transaction. Tap Send.

It usually takes up to 5 business days for the funds to arrive at your bank account.  

Note: The bank account you send funds to should be a personal bank account in your name, i.e. the name registered on the Paysafe Wallet should be same as the bank account holder’s.

Missing withdrawal

If your withdrawal appears Completed in the app but hasn’t arrived after the 5‑business‑day processing time, first contact your bank to check whether they’ve received it or are holding it. If they confirm that your withdrawal hasn’t reached them, get in touch with us at paysafewallet-support@paysafe.com.

We may ask for a copy of your bank statement showing all incoming transactions from the day you requested the withdrawal until today, before we can start an investigation.

All Recent transactions will be visible on the dashboard. Tap See all next to Transactions to open the full Transactions view. When you select a particular transaction, you’ll see more details such as:

• the transaction type
• date and time it was completed
• the amount
• whether it’s incoming or outgoing
• the peer involved (sender or recipient), your linked bank account for withdrawals, or the merchant name for prepaid card purchases

You can also easily and conveniently export your transaction history as a PDF anytime.

1. Tap the Export icon from the top right corner of the Transactions page.
2. Select the date range, and transaction type.
3. Hit Get file.

Bank withdrawals are usually processed within the standard timeframe. However, on a rare occasion, there may be delays, due to unforeseen circumstances. If 5 business days have passed since your withdrawal had been initiated, please contact us at paysafewallet-support@paysafe.com so we can trace it. You will be required to send a bank statement, showing full bank account details, your name as the bank account holder, the bank account number, and full transaction history for that bank account since the date of the withdrawal.

In very rare cases, a withdrawal may be returned to your Paysafe Wallet if your bank can’t accept it. If this happens, your funds will appear in your wallet, once we receive them back. Please contact your bank to confirm the reason for the return. Once the funds arrive, you’ll need to re-link your bank account or add a new one. Make sure your bank details are correct, the bank account is in your name, and in good standing before trying again.

Returned withdrawals don’t have a set processing time. It depends on your bank’s policies and when the funds got sent back. Once we receive the returned amount, it will automatically appear in your Paysafe Wallet.

You can send funds only to recipients within your organization, and both accounts need to be verified.

To initiate a transfer, follow the steps below:

1. Tap Send from the Home screen.
2. Enter the recipient’s e-mail address or phone number (with the country code). You may see contacts suggested from your organization.
3. Input the amount and the purpose of the transfer.
4. Check the transaction details at the preview screen.
5. Complete the One-time Password verification (if needed) via e-mail or SMS.

Note: You cannot send money to yourself or to people outside your organization.

On the dashboard you can see your most recent transactions. Tap on See all to see the full transaction history. Your app view provides a simplified summary of each transfer while the export includes the full details including for example the recipient’s email address.

Once processed, transfers are final and irreversible. However, if you think that a transfer has been incorrectly executed due to a clerical or technical error,  contact our support at paysafewallet-support@paysafe.com.

Spendback is a convenient feature allowing you use the balance in your Paysafe wallet to purchase products for restock directly from the merchant who paid you.

Complete the Spendback payment from the merchant’s checkout in a few simple steps:

1. When paying for your order, choose ‘Pay with Paysafe Wallet’.
2. You will be redirected to a Paysafe web page where you log in and confirm the payment.

Note: The flow runs fully in your browser (mobile or desktop), and not in the Paysafe app.

The payment is processed immediately after confirmation.

You must have:

• an active Paysafe wallet
• enough wallet balance to complete the payment

Spendback payments cannot be cancelled by you or by customer service. If you want to cancel a purchase, contact the merchant and ask them to refund it. In Spendback, a refund simply means the merchant issues a new payout to your wallet for the same amount.

Currently, the Spendback option is free.

There are several reasons why a Sendback transaction cannot be initiated or completed:

• Insufficient funds
  You don’t have enough balance. Try again with a smaller amount. You cannot top up your balance manually as only transfers from merchants or other wallet users can increase it.
   
• Service restricted
  Your wallet is restricted. Resolve the restriction first.
   
• Payment already in progress
  A payment for this order has already started. Wait and check before retrying.
   
• Payment timed out
  You didn’t confirm the payment in time. Start again.
   
• Payment cancelled
  The payment stopped before completion. Retry if needed.
   
• Limits exceeded
  A limit was reached (balance, amount, or attempts). Try a lower amount or wait.
   
• Transaction failed or Something didn’t go as planned
  General error. Try again and contact support if the same error keeps popping.

Currently, the Paysafe Mastercard® is available as a virtual card only. A physical card option is planned to be introduced at a later stage, so stay tuned.

A virtual card is a digital version of a payment card, featuring a card number, expiration date, and CVV, designed for online or in-app use without any physical presence. In contrast, a physical card is a tangible piece of plastic or metal, equipped with a magnetic stripe, chip, and often a contactless feature, making it suitable for in-person transactions. Unlike virtual cards, which are issued instantly and managed online, physical cards are mailed to you.

Virtual cards are ideal for online shopping or subscriptions and can be added to mobile wallets like Apple Pay or Google Pay for contactless payments in stores. However, they cannot be used where a physical card and PIN authentication are required, such as at most ATMs. Physical cards, while also suitable for online transactions, are primarily intended for in-person use, including purchases at physical stores, restaurants, and ATM withdrawals, where their broader acceptance is an advantage. Together, virtual and physical cards complement each other by covering different payment needs.

The Paysafe Prepaid Mastercard® is issued by Community Federal Savings Bank (“CFSB”), member FDIC, pursuant to a license from Mastercard® International. The card can be used to access and spend money stored in your Paysafe Wallet. You can use the card at any location that displays the Mastercard or Visa Intralinks Acceptance Mark, including shops, restaurants, online or on the telephone.

A virtual card is a digital version of a payment card, consisting of a card number, expiration date, and CVV. Unlike physical cards, it has no physical presence or PIN.

Your virtual Paysafe Mastercard® is a prepaid card linked to your Paysafe Wallet. It is not a debit or credit card and does not allow overdrafts. You can use it if the total value of your transaction, plus any applicable fees, does not exceed the available balance in your Paysafe Wallet.

The card can be used at any location that accepts Mastercard, including online shopping, phone orders, and subscription services. You can receive refunds on the card, and it can be added to mobile wallets like Apple Pay or Google Pay for contactless payments in stores that support them.

However, it cannot be used at ATMs, for in-person purchases requiring swiping or inserting a card, or for transactions that need a PIN. Additionally, you cannot request cash back during purchases or check your balance at an ATM. To check your balance, log into your Paysafe Mobile app. The card can be used abroad, but usage in certain restricted regions may be prohibited, and transactions with some merchant categories, like gambling, may also be restricted.

You can add your card to your Apple or Google wallet. Just start the process from your mobile wallet as follows:

• Open the Apple Wallet or Google Wallet app on your device.
• Tap “Add card”.
• Follow the steps to add your virtual Paysafe Mastercard® card. You may be asked to verify the card by entering an OTP sent to your phone or completing a quick verification call with the support team.
• Once added, you can start using your card for mobile payments.

Note: You currently can’t start this setup from the Paysafe Wallet app itself.

Your account is topped up when you receive payments from participating Paysafe Wallet merchants, i.e. from the merchant you invited you to join Paysafe Wallet.

Your Paysafe Mastercard® balance is limited to the funds available in your Paysafe Wallet. Spending is restricted to this balance, and overdrafts are not permitted.

Your card transaction limits will be displayed in your account. Card spending limits are also available at https://www.paysafe.com/en/paysafewallet/limits.

Currently there are no fees for card application. An application fee is charged for subsequent card applications. Additionally, if a transaction requires currency conversion, you will be charged a foreign exchange fee. For more information, visit: https://www.paysafe.com/en/paysafewallet/fees.

To access the details of your Paysafe Mastercard®, follow the steps below: 

1. Log in to your Paysafe Mobile app and click on the Card icon. 
    
2. Click on the “Show details” button right below your card.

To view your card details, choose whether to receive an SMS or Email OTP. Once you enter the code, your card details will appear and you can copy them.

You can use your virtual Paysafe Mastercard® for in‑store payments through Apple Pay or Google Pay. However, cash withdrawals at ATMs and cashback at POS terminals aren’t supported, even when using your virtual card via a mobile wallet. These actions require a physical card.

You should first contact the merchant directly to resolve the issue. Depending on their policies, you can request a refund, start a dispute, or ask for an update in the following situations:

• You’re not satisfied with the goods or services purchased with your Paysafe Mastercard®
• You haven’t received your shipment yet (check the expected delivery date and the merchant’s terms first)
• You want to stop or question a recurring payment for an online subscription

If the merchant is unable to resolve the issue or refuses to help, and your case is eligible, you can then contact us for further assistance at paysafewallet-support@paysafe.com.

To report any unauthorized transactions on your Paysafe Mastercard®, contact our support team at paysafewallet-support@paysafe.com.

You can control your spending by locking your Paysafe Mastercard® directly from the app. This will decline all new authorizations, but it won't affect payments that have already been authorized. Locking your card is also the fastest action you can take if you are worried about your card’s security. To lock your card simply follow the steps below:

1. Log in to your Paysafe mobile app and click on the Card icon.
2. Click on Settings.
3. Click on the ‘Lock card’ button.

Once completed, all transactions will be temporarily disabled.

You can unlock your card at any time to resume transactions by following the same steps above.

You can cancel your Paysafe Mastercard® at any time.

To cancel your card:

1. Log in to your Paysafe Mobile app and click on the Card icon
2. Click on ‘Settings’
3. Next click on the ‘Cancel card’ button and confirm the action.
4. Your card will be cancelled immediately.

Note: Card cancellation is irreversible. Unsettled transactions will continue to be processed.

A decline occurs when your card payment isn't authorized or accepted. Here are some common reasons why your card might not work:

• You've reached your purchase limits.
• Your balance isn't enough to cover the transaction.
• Your card is not in good standing.
• Your Paysafe Wallet is not in good standing.
• Information entered at the time of payment is incorrect or missing (e.g., 3-digit CVV, expiration date, card number, billing address).
• You've tried to use the card on prohibited sites, such as gambling sites.
• The address registered in your Paysafe Wallet doesn't match the billing address you provided for your purchase. Although your card is virtual some merchants will still perform an Address Verification Service (AVS) check.
• Apple Pay or Google Pay transactions may get declined due to a poor connection between your device and the contactless reader.

If your payment was declined by the merchant but still shows as pending in your Paysafe Wallet, it’s usually resolved automatically very quickly. Once we receive the final response from the merchant, the pending amount is released. This normally happens within a few days, but in rare cases it may take from 7 up to 30 days.

Sometimes an extra amount may be placed on hold to cover potential additional costs or adjustments. This ensures there are sufficient funds in your Paysafe Wallet to cover the final transaction amount, especially if the final amount is not yet known.

When using your card at a gas station, it's best to pay inside to avoid having an extra portion of your card balance held and unavailable for a period of time after using the pump.

At restaurants or places where tipping is common, merchants might preauthorize a higher amount to cover the tip. For hotels, car rentals, or similar services that require a deposit, merchants may preauthorize an estimated amount. This hold on your funds will remain until the merchant finalizes the payment.

The hold can last up to 30 days, during which time the funds will be unavailable for use.

Currency change is not supported at this time.

Changing your country isn’t supported in the app. In some regions, a country or state change may be possible depending on your account. If you need to update your country, contact us and tell us why. We’ll check what options apply to your situation.

If you want to close your account, simply:

1. Make sure your balance is ‘0’. Withdraw or spend any remaining balance.
2. From the Profile page, hit Close Account.
3. Send an e-mail to paysafewallet-support@paysafe.com requesting account closure.