Your frequently asked questions

Currently US regulations require our customers to verify their identity before they start using their wallets for transactions. Knowing our clients helps us take the necessary and appropriate measures to store and securely encrypt their data.

Once you have resgistered your Paysafe Wallet Account, you'll have the option to verify your identity by simply following the steps and prompts.

Start by tapping the Verify now button located under your profile.

If the automatic verification cannot be completed, you’ll be asked to answer a couple of quick questions, or

1. input your full Social Security number
2. upload a government-issued photo ID
3. take a selfie

Note: Your ID should be valid (not expired).

Upload a scanned proof of your current address.

The address proof should be clear, legible, and issued in your name with the last 90 days.

We aim to review each document within 24 hours.

Once your identity has been successfully verified, you can proceed with sending and receiving funds.

To verify your Paysafe Wallet Account, we ask you to provide certain verification documents. However, your documents may get rejected if they don't meet our requirements. It all comes down to whether the document can conclusively prove the information we require or not. 

Some of the possible reasons your documents might have been rejected include, but are not limited to: 

• Your identity verification document has expired. 
• You did not upload both sides of your ID document.
• Your document(s) was blurry or illegible. To correct this, please make sure that your scan or photo of the document is high-resolution and clear.
• 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 Account.

Other possible reasons include: 

• We couldn't open the type of file you sent, or the file format was unacceptable. To correct this, please re-save your document image in a supported file type: .jpg, .jpeg, .bmp, .gif, .png, .pdf. 
• Your documents were fine, but you sent them from an e-mail address different from the one registered in your Paysafe Wallet Account. 

If you sent a document from your bank (i.e. bank/card statement), it might have been rejected because: 

•  Important information was missing from your bank statement. It should show 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 account. 
• 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 Account verification process, you may be asked to upload a valid government-issued photo ID document.  
 
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; 
• The copy should be submitted in a *.jpg, *.jpeg, *.bmp, *.gif, *.png or *.pdf file format. 

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.

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 the majority of your account’s functionalities. We strongly recommend going through the verification, as it only takes several minutes.

After a merchant sends funds to your Paysafe Wallet Account, these funds will appear in your account balance as an incoming transaction right away.

Check the transactions tab, or export your transaction history to find a particular transaction.

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

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 
4. Select your banking institution 
5. Your bank account and institution is 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 Account should be same as the bank account holder. 

Missing withdrawal 

In case your withdrawal is missing after the processing timeframe of 5 business days has passed, contact us at paysafewallet-support@paysafe.com so we can trace the withdrawal.  

All transactions will be visible on the dashboard. Tap See all next to Transactions. When you select a particular transaction, you’ll be able to see the type, time and the amount, also whether the transaction is incoming or outgoing.

You can also easily and conveniently export your transaction history.

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.

The bank withdrawal is usually processed with 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. 

Very rarely a withdrawal may be returned from your bank back to your Paysafe Wallet account.

The reason is usually provided by the bank which has rejected the payment. Most common reasons include but are not limited to: 

• mismatch in names (incorrect or incomplete beneficiary name, third-party withdrawal, or withdrawal to a business account) 
   
• incorrect bank account details (invalid SWIFT, bank code or bank account number)
   
• the beneficiary (your) bank cannot credit the withdrawal due to their internal bank policy 

Depending on the reason for the returned withdrawal, you should double-check your correct and complete banking details and register your bank account once again. 

There is no timeframe for processing returned withdrawals as the time depends on all involved parties, including the processing banks.

To get a virtual Paysafe Mastercard®, you should first download the Paysafe mobile app and create an account.

Once you have successfully signed up, you can get a card following these steps:

1. Log in to the mobile app, verify your identity and then click on the ‘Get card’ button.
2. Take a moment to review your order summary.
3. Get acquainted with the e-disclosure agreement and card Terms of use, and check the required fields to agree.
4. Then click 'Confirm' to complete your order.

Once you've done all that, your Paysafe Mastercard® will be activated and ready to use. You can also add your card to Apple Pay or Google Pay.

The first application for Paysafe Mastecard® is free. You will, however, be charged a small fee for any subsequent application, as in the case of cancellation, for example. For more information visit: https://www.paysafe.com/us-en/paysafewallet/fees.

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 Account. 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 Account. 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 Account. 

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, as following:

• Open Apple Wallet or Google Wallet on your mobile phone.
• Tap “Add card”.
• Follow the steps to add your virtual Paysafe Mastercard® card.

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 Account. 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/us-en/paysafewallet/limits.

Currently there are no fees for either card applications. 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/us-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.
    
3. To view your card details, confirm your Paysafe Account PIN. 

You cannot withdraw cash from your virtual Paysafe Mastercard® at this time.  When the physical Paysafe Mastercard® is available, you will be able to withdraw cash from an ATM. 

You can contact the merchant directly, and initiate a dispute, request a refund, etc. depending on their policies, in the following cases:

• If you're not satisfied with the goods or services, bought with your Paysafe Mastercard®
   
• If you haven't received your shipment yet (Before requesting a refund from the merchant, get acquainted with the expected delivery date and purchase conditions)
   
• For recurring payments related to online subscriptions (Check how to cancel your subscription)

If the merchant isn't cooperating, please get in touch with our support team at paysafewallet-support@paysafe.com. 

To report any unauthorized transactions on your Paysafe Mastercard®, please 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.  
    
4. Confirm the action with your PIN. 

Once completed, all transactions will be temporarily disabled.

How do I unlock my Paysafe Mastercard®?
You can unlock your card at any time to resume transactions by following the same steps above. You'll need to enter your Paysafe Account PIN to unlock your card. 

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 and refunds 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 Account 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 Account 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 you need assistance, please contact us at paysafewallet-support@paysafe.com.

If your payment was declined by the merchant but went through in your Paysafe Mobile app, it may be due to a communication issue. The payment will remain pending until final confirmation that the transaction was indeed declined. The final confirmation is typically received within 7 days, but in some cases, it may take 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 Account 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. 

You can view your personal details by logging into your Paysafe Wallet Account and going to the Profile Section at the top corner of the screen and tapping the Edit icon next to the piece of personal info you’d like to change.

Phone number change

To update your phone number, tap the Edit button next to your one. Enter the new phone number, including the country code, and hit Save changes. We'll then send you a 6-digit verification code to confirm you're the account holder.

Address change

You can update your address (but not the country of registration) by tapping the Edit button next to the address you've registered.

Name change

We can help you change the name on your Paysafe Wallet Account if you misspelled it upon registration or if you legally changed it. Simply tapping the Edit button next to your name, and enter your correct or new name.

Note: After updating your name, or address, you’ll be required to go through the KYC Verification again. While verification is pending, you will not be able to complete any transactions.

Currently, we do not offer the option for account currency other than USD. However, we are working hard to provide more options for you in the near future.

Paysafe Wallet Accounts are available for the residents of the United States.

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.  

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

• The authentication process was unsuccessful /Login failed.
  • Ensure you're not using a public or unsecured internet connection (e.g., open Wi-Fi), VPN, proxy, or other IP-masking tools. For the best experience, use your own fixed internet connection or mobile data.
  • Avoid logging in from mobile devices you share with other individuals.
  • When travelling to unsupported regions, you may experience disruption of service.
  • Clear the app cache or reinstall the app.
  • Ensure you enter your password correctly. If needed, reset it via the "Forgot password?" option.
• Login attempts exceeded.

Follow the on-screen instructions to reset your password, then try logging in again.

• Your account was closed at your request.

Contact us if you’d like to reactivate your account.

• Your account has been permanently closed.

If you believe this was a mistake, contact us to request a review of your case.

• Your account is temporarily locked. Contact us for more info.

Send us an email and we'll provide further instructions after reviewing your case.

• Too many failed attempts. Please try again later.

Wait a short while, then try logging in again. Make sure to enter your password and the OTP (one-time password) correctly.

If you continue experiencing issues, contact us at paysafewallet-support@paysafe.com.

You can only sign-up if you have received an invitation email to join Paysafe Wallet from a Paysafe Wallet partner.  If you're having trouble signing up for a Paysafe Wallet Account, here are some common error messages and how to resolve them. check out some of the most common error messages along with suggested solutions.

• Registration session has expired: No account has been created. You can restart the registration at any time.

Restart the registration process and complete it promptly.

• Registration unavailable: You are not able to create a new Paysafe account at the moment. Please try again later.

This may be due to maintenance or a temporary technical issue. Wait a while, then try again.

• Technical problem: Unfortunately, a technical problem has occurred. Please try again later.

Check your mobile or Wi-Fi connection and reset it if needed. Clear the app cache and retry signing up after a while. If the issue continues, contact us and include details about when the error occurs.

• Duplicate account: Our records indicate you already have an account. To access it or reset your PINpassword, go to Login. Contact us if this is not the case.

Only one personal account is allowed per customer. Please use your existing account. If you’re having issues, contact us for support.

• Duplicate account: Our records indicate you already have an account. Contact us if this is not the case.

If your account was closed by our team, you cannot create a new one. If you’ve never had an account and believe this is incorrect, please contact us.

• Registration could not be completed: You can't create a new Paysafe account due to security reasons based on automated rules.

Unfortunately, your registration was declined, and you are not permitted to create a Paysafe Wallet Account.

• Registration could not be completed: Something went wrong on our end, please try again.

This may be a temporary technical issue. Wait a while and restart the registration process.

• Registration pending due to hidden IP: If you are using a VPN or proxy service, disable it and try again

Ensure you're not using a public or unsecured internet connection (e.g., open Wi-Fi), VPN, proxy, or other IP-masking tools. Using your own fixed internet or mobile data connection is best. For the best experience, use your own fixed internet connection or mobile data.

• Registration failed: Sharing credentials or operating multiple accounts is not allowed

Avoid using VPNs, proxies, or shared devices. Do not share your login credentials. Only one personal account per customer is permittedallowed.

• Registration failed: You can only register using the country you are currently located in

You must be in your home country when registering and select the same as your account country. If you’re using IP masking tools or traveling, wait until you’re back home.

• Registration failed: This service is not available in your country or region

Our services are currently unavailable in your location. If you're travelling, restart your registration when you’re back home. 

• Unsafe PIN: Protect your account with a PIN that is hard to guess.

Create a secure 6-digit PIN that doesn’t contain repeating or consecutive digits (e.g. 111111, 123456, 654321).

• Resend limit reached: Email was not sent

Wait a while and restart registration later or use an alternative email address if available.

• Resend limit reached: SMS code was not sent

Wait a while before restarting the registration.

• Email verification link has expired

Use the resend option to get a new email and complete verification.

• Email could not be verified: Something went wrong on our end, please try tapping the link in the email again

This may be a temporary technical issue. Try tapping the link again or request a new verification email via the resend option.

• Please enter an alternative phone number

Use an alternative phone number if you have such or contact us for assistance.

If you continue experiencing issues, contact us at paysafewallet-support@paysafe.com.