Merchant FAQs

To log in, use your registered email address or phone number together with your password.

Select “Forgot Password” on the login page. Enter your registered email address or phone number, and you will receive a password reset link or verification code to create a new password.

If you’re unable to access the Portal or sign in after resetting your password reset, contact Support for assistance.

Your account may be temporarily locked after multiple unsuccessful login attempts. Wait a short time and try again, or reset your password using “Forgot Password.” If you still can’t access the Portal, contact Support.

The Dashboard provides a consolidated view of your organization’s wallet activity.

• Wallet Balances - Available Balance and Total Balance
• Basic Activity Analytics - users active today and in the last 30 days
• Organization Users Lookup - a search tool for finding users associated with your organization by email or name.

Your Merchant ID is displayed on the Dashboard alongside your wallet information.

Search results show:

• Email
• Phone number
• Role
• Last login timestamp

You can use the lookup tool to view user details and send a password‑reset email when needed. Other user‑management actions are not available.

Search supports email and name lookup. Phone numbers may appear in the results when available but aren’t searchable.

Use the Invitations tool to onboard individuals who will receive payouts through your organization.

You can send single invitations or upload a batch via CSV.

Seven days.

• Pending - invitation sent
• Expired - the 7‑day link is no longer valid

Once a recipient registers, their invitation is automatically removed from the list.

No. Simply issue a new invitation. Expired invitations update automatically - deletion is not required.

Use the bank account details shown in Deposit Details to add funds from your business account.

Typically within a few business days. Deposits appear as Deposit in Transaction History once posted.

Confirm the transfer was sent from your business account, bank details were entered correctly, and adequate time has passed. If still missing, contact Support.

Submit single or bulk payouts through the Mass Payments tool. Each payout is validated independently.

Use Mass Payments > Upload to enter a single payout or upload a CSV in the format: email,currency,amount

Mass Payments > History may show:

• Processed - payout completed
• Failed - payout cannot be completed
• Scheduled - recipient has not registered

A status reason appears when available.

Transactions in the Transactions section may show lifecycle statuses such as: Pending, Processing, Completed, Failed, Cancelled, Refunded, Declined, Reversed.

• Failed - The recipient is registered but not yet eligible to receive funds. The payout does not debit your balance.
• Scheduled - The recipient is not registered. The payout will remain in this state until registration is complete. During that time, the funds stay held.

The Portal does not display verification status. The simplest check is to submit a payout. If the recipient isn’t ready, the payout won’t process and will show a clear status (e.g., failed or a status reason indicating eligibility issues). Once the recipient completes verification, re‑submit the payout.

Rows are validated line‑by‑line. Issues in one row do not affect others.

Confirm:

• The file is in CSV format
• Each row includes required fields
• Emails and amounts are valid
• No blank rows or additional columns are included

All wallet movements appear in Transactions > Transaction History.

Use the filters for Type, Status, and Date Range. Search is not available.

Transactions display in UTC. Extend the end date to the next day if necessary.

Recipient email appears in the PDF export.

Yes - PDF export is available for the last 7 days, last 30 days, or a custom range.

Use the Theme Editor to configure your program’s visual identity.

Upload a logo, apply brand colors, and preview changes before saving.

Yes. Branding updates appear across both the Merchant Portal and the Wallet app.

For assistance with:

• Login or authentication issues
• Deposit or payout discrepancies
• Payouts stuck in Scheduled
• Missing or unexpected transactions

Any issue that cannot be resolved through the steps above. Support contact details are available within the Merchant Portal.