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Chat With Customer Service
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Customer Service Basics


 Most Commonly Asked Questions

Online Training Tutorial

The online training tutorial shows you exactly how ProPay works! Click Here

Frequently Asked Questions (FAQ)

The FAQ gives you answers to common questions quickly and easily by keyword or topic. Click Here

E-mail

ProPay guarantees that you will receive a response to your e-mail inquiries within one business day. Please send all customer service related e-mail requests to customerservice@propay.com

E-mails to ProPay should NEVER include the following:

  • Full Social Security Numbers
  • Credit Card Numbers
  • Card Verification Numbers
  • Your ProPay Prepaid MasterCard® Card Number
  • Your ProPay Prepaid MasterCard Card Verification Number

ProPay is concerned about the protection of your personal information, as well as the protection of your customer’s personal information. Furthermore, privacy law and Card Association rules clearly restrict the electronic communication and storage of personal information.

We can still answer any question you might have about a specific transaction if you simply provide your name, e-mail address or user ID associated with your account, and the date, dollar amount, and transaction ID number of the transaction in question.

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Telephone

Customer Service Representatives are available between the hours of 6:30 AM and 7 PM (Mountain Time) Monday through Friday by calling 866.573.0951.

For general questions about ProPay's eAuction or eAuction Pro accounts for eBay, call 877.776.7290.

For ProPay's Card Service Line, call 800.365.7816 inside the U.S., or 801.717.2527 outside the U.S., for automated assistance 24 hours a day, seven days a week.

Risk Management (limits, disputes, chargebacks, collections, exceptions, report fraudulent activity): riskescalation@propay.com, resolutions@propay.com; lance.rich@propay.com.

Chat

Customer Service Representatives are available between the hours of 6:30am and 7:00 PM (Mountain Time) Monday through Friday. You can reach them by Clicking Here to Chat. This will open a new window where a Customer Service Representative will be able to assist you with general questions.

Currently, chat is only available in English.

Due to security concerns, the agent may request to call you if there is sensitive information we need in order to help you more efficiently.

Browser Requirements

To help protect the security of your account information, we require that you use a current browser that supports at least 128-bit encryption. To access ProPay website features, you must enable JavaScript and cookies.

Supported browsers include the following:

  • Internet Explorer, versions 8 & 9
  • Firefox, most recent version
  • Safari, most recent version
  • Chrome, most recent version

Operating System Requirements

ProPay's website is compatible with all current operating systems.  However, the MicroSecure™ Card Reader requires Windows® XP or Windows Vista to function.  Macintosh users can use the MicroSecure Card Reader with a Windows emulator.

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