Payments

To receive funds into your PaysafeGo, it needs to be verified. Once your merchant transfers funds to your PaysafeGo, the amount will appear in your account balance as an incoming transaction right away.

For an overview, check the transactions list available on the Dashboard after you select See all, or export your list of transactions as a PDF.

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 PaysafeGo should be same as the bank account holder’s.

Missing withdrawal

If your withdrawal shows as Completed in the app but hasn’t arrived after 5 business days, first contact your bank to confirm whether they’ve received or are holding the funds. If the bank confirms the funds were not received, contact us using the support options available in the app.

We may request a bank statement showing incoming transactions from the withdrawal date to today before starting an investigation.

Read this if you’re having problems linking a bank account for withdrawals.

The bank verification doesn’t finish in the app

Sometimes, the bank opens its own app during verification and doesn’t return you to Paysafe. If this happens:

• Stop the verification attempt in the app
• Open the verification flow in your phone’s browser (Chrome or Safari)
• Complete the bank login there instead.

I see an error saying my name doesn’t match

Your bank account must be in your own name, and it needs to match the name on your PaysafeGo.

You won’t be able to link the bank account if:

• The account belongs to someone else
• The name on the bank account is different from your wallet name

If you’ve legally changed your name, you’ll need to update your wallet details first before trying again.

I can’t find my bank in the list

If your bank doesn’t appear during the search it means the bank isn’t supported for verification at this time and you won’t be able to link that bank for withdrawals. Please try linking a different bank account from a supported institution.

I already linked a bank account but can’t add another one

There’s a limit to how many bank accounts you can have linked at the same time. If you’ve reached the limit:

• Remove one of your existing bank accounts
• Then try adding the new one again

The verification fails or times out

The verification may time out if it isn’t completed in time. If this happens repeatedly, try completing the bank verification in your mobile browser instead of the app. If the problem continues, contact us for help.

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.

If 5 business days have passed since your withdrawal was initiated, contact us via the support options available in the app so we can trace it.

You may be asked to provide a bank statement showing full account details and transaction history since the withdrawal date.

In very rare cases, a withdrawal may be returned to your PaysafeGo 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 PaysafeGo.

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. If you believe a transfer was executed incorrectly due to a clerical or technical error, contact us using the support options available in the app.

Spendback is a convenient feature allowing you use the balance in your PaysafeGo 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 PaysafeGo’.
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 wallet account
• 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.