If you are working with a company who has partnered with ProPay, please visit your company’s website to apply.  This ensures that your account is properly affiliated with your company.  If you are signing up for your own business, you simply need to visit www.propay.com and click on ‘Sign Up Today’. 
*Please note, correct links to ProPay are found after you log into your company’s account, not on the home page of their website.
 

To log into your account, visit www.propay.com and click on ‘Login.’ Enter your username and click “continue”.  Many of ProPay’s partners have links on their websites that take you to ProPay’s login page.  Check your company’s website to see if they provide this convenient link to ProPay.  If this is your first time logging, you will be prompted to choose challenge questions and provide responses to them.  It will then ask for your password and you will be logged in.
 
What if I forgot my password?
If you don’t know your password, you can click on ‘forgot password’ after you enter your username.  It will then prompt you to answer two security questions and enter your Consultant ID.  If you’ve answered this information correctly, you will be prompted to create a new password. 
 
If you don’t have any challenge questions set up or you answer them incorrectly, the system will lock your account and require you to call customer service to get your account unlocked.  We can be reached at 0800.440.126 Monday – Friday 10:30 AM—7PM NZST.
 
If you answer the challenge questions incorrectly but you enter your Consultant ID correctly, you will be prompted to receive a verification code.  You can choose the method by which you would like to receive this code.  Once you receive the code, simply enter it into the box and submit the information.  You will then be prompted to create your own password and you will be taken into your account.
 

We have several options for you to process a credit card.
 
Using the Online Terminal
To process the card using the online terminal, log in online at www.propay.com.  Select Process a Card -->Process via Online Terminal.  Fill out the required information and submit the form.  You will be prompted to review the information to make sure it’s all correct.  Press submit one more time and you will see a confirmation page if the transaction has gone through successfully.
 
Sending an Email Invoice
You can send an email invoice to your customer by choosing Process a Card --> Send an Email Invoice.  Simply fill out the form with the required information and send the invoice.  The customer will then receive an email with a link where they will be prompted to enter their card information.
 
Using the ProPay App
To process a card on the app, log into the app on your Apple or Android device and follow the steps to process a card there.  For more information about our app, please see the tutorial here.
 

You can view your transaction history either on the app for Android and Apple device or by logging into your account online.
 
Using the App
For more information on how to use the app, please see our tutorial here.
 
Logging in Online
Log into your account at www.propay.com and select the ‘View Reports’ tab.  From here, you will have several reports to select from.  The most helpful one is the Transactions report.  This report combines most of the information from the other reports into one concise report.  It will show you your running balance, your pending transactions, and any settled transactions.  After selecting the report, you will need to choose the time frame you wish to view the report for.  Keep in mind that you can only view a time period of 30 days at a time.  Once you execute your search, you’ll be able to view any transactions in that month.
 
What is the Advanced Transaction Search?
You can use the ‘Advanced Transaction Search’ to locate transactions that are no longer available in your regular reports.  Under your regular reports, you can see transactions that go back two years.  Under Advanced Transaction Search, you can go back to transactions that are three years old by searching for individual information, such as the last four of the card number, the amount, or the date of the transaction.
 
Can I have paper statements mailed to me?
If you’d like, you can have paper monthly statements mailed to you, for a fee.  You can enrol in this option by logging into your account and selecting My Account--> My Profile--> Change Options and select to receive the statements.  The fee is charged monthly from your account balance.  If you don’t have funds in your balance at the time the report is run, you will not be charged that month and you will not receive a paper statement.  You’re also always able to view your reports online by selecting View Reports--> Transaction Report and choosing the month you’d like to view.  You can download and print these reports for your records.
 

Before refunding a transaction, you need to ensure you have enough money in your account balance to cover the amount to be refunded, as well as the refund fee, which can be up to $0.35 per refund.

If you don't have enough money in your account to cover the refund, you can add funds to your account.  For instructions on how to do so, please see our Add Funds section here.  If you have customer credit card sales to process, this will also deposit funds into your account.

To refund a transaction, log into your account and select View Transactions --> Transactions Report.  Select the month you would like to view and load the report.  Click on the transaction number and enter the amount to be refunded into the refund box.  Click ‘Refund Transaction’ to submit the refund.

It generally takes 2-3 business days for the customer to see the funds back on their card.  We recommend you let your customer know that you will be refunding the transaction, so they know what to expect.

It generally takes 2-3 business days for the customer to see the funds back on their card. We recommend you let your customer know that you will be refunding the transaction, so they know what to expect.
 
Common Questions Regarding Refunds:
 
What is the fee to refund a credit card?
Refunding a credit card can cost up to $0.35. You will need to have the $0.35 in your account balance in addition to the amount that you want to refund. *Please note that the original transaction fees will not be returned to you once the refund is completed.


How long will it be before the customer sees the refund?
Normally the customer will see a refund within 2 to 3 business days, though some banks will not show the refund as having been processed until the customer receives their next statement.

Can I cancel a transaction?
You are able to cancel (or void) a transaction if it is still pending. Transactions pend for 24 hours. The option to void is only available if the transaction has not been sent for settlement. The file is usually sent about midday. You can always attempt to void the transaction, but if it has been sent for settlement, you will receive a message stating the void was unsuccessful. If this is the case, you can refund the transaction once it settles.
 
*Please note that voiding a transaction is different than issuing a refund, as the transaction is canceled before fees are applied. There are no refund fees for voiding a transaction.
 

You can login to your account using our app for Apple or Android devices.  For more information about our app, please see our tutorial here.  You can also check your balance by logging into your account online.  The home screen of your account will show you your current balance. 
 

You can access your ProPay funds by transferring to your bank account on file.
 

How do I transfer funds?
Log into your ProPay account and select Transfer Funds--> Transfer Funds to My Bank Account. 
 
If you do not currently have a bank account on file, you will receive a screen prompting you to provide this information by clicking on the ‘Add a Bank Account’ link.
 
Enter your bank account information.  All the information you need can be found on a cheque from that account.  If you have questions, click on the "What is this" link for more information.  When you have entered your bank account information, click Submit.
 
*Please note that you only have to enter your bank account information one time.
 
If you already have a bank account on file, simply enter the transfer amount and click Submit.  Confirm the transfer information.  If everything is accurate, click Submit.
 
You should immediately receive a confirmation that the transfer request was complete.
 
Can I cancel a Funds Transfer?
We try to get your funds to you as quickly as we can, so your window to cancel a transfer is small.  Normally the report is sent out in the afternoon, so as long as you catch the transfer before then, you’re usually able to cancel the transfer.  To cancel, log into your account and select View Reports--> Transactions --> Select this month to view --> Click the transaction number of the transfer you wish to cancel.  You will see the transaction details and a ‘void’ button.  Click that button and follow any prompts until you see that it was successfully voided.  If the button does not show up, then it is already too late to cancel the transfer.

What are processing fees?
Processing fees are charged each time you process a credit card.  These fees are automatically deducted from your transactions, and the remaining amount is deposited into your ProPay account.  For example, let’s say you need to process a MasterCard card for $10.00.  This transaction could* cost up to 3.25% plus a $0.35 per transaction fee.  The total amount deposited into your ProPay Account would be $9.32.
 
*To find out how much the processing fees are on your specific account, log into your account at www.propay.com and select My Account --> My Profile --> Account Rates. 
 

What is the Direct Credit Dishonour Fee?

A Direct Credit Dishonour occurs when we try to send funds to a bank account using an erroneous bank code and/or account number and suffix that was entered.  Consequently, your transfer cannot be completed and is returned to your account, minus the $10.00 Direct Credit Dishonour Fee.
A fee is charged because ProPay incurs fees when a Direct Credit is dishonoured.  Please always ensure that your bank code, account number, and suffix is correct when attempting to transfer funds to your bank account.
 
What is the Chargeback Fee?
A non-refundable chargeback fee of $15.00 applies for each chargeback that occurs.  We handle all of the paperwork of the dispute for you so that you don’t have to deal with the process directly.  For more questions about the Chargeback process, please click here.
The chargeback fee will apply even if the chargeback is represented successfully and is reversed.
 
What is an Account Maintenance Fee?
An account maintenance fee is charged if your account expires with funds still in the balance.  You can avoid this fee by renewing your account or transferring your balance to your bank account before the expiry date.  If you choose to renew your account, we will refund up to two maintenance fees.  If you have renewed your account and wish these two fees to be refunded, please call our customer service department at 40.0250.1744.
 
What is the fee to transfer funds?
There is a small fee to transfer funds to your bank account.  The amount of the fee depends on your account type.  To find out how much the transfer fee is on your specific account, log into your account at www.propay.com and select My Account --> My Profile --> Account Rates.
 

 You can update your account information at any time by logging into your account online and selecting My Account --> My Profile.  From here you have the option to change your street address or phone number, email address, password, challenge questions, bank account, or Phone Access PIN. 
 
Remember that your phone number will show up on your customer’s credit card statements, so be sure that number is accurate.  If you receive mail at a different location than your physical address, you can add a mailing address.
 

If you’re missing a customer’s transaction in your reports, the transaction may be an authorization transaction.  For example, you may charge your customer’s card but not see it in your transaction history, however, your customer sees it listed on their bank account.  Or, you might receive an email from ProPay, stating that a transaction has been processed, but the transaction is not showing in your reports. 
 
Authorization transactions can happen for any number of reasons and usually, result from some sort of timeout issue between our system and the bank’s system.  This may also occur because of a weak internet connection, or an error with the app. 
 
If this is the case, you will see the transaction listed under the ‘Authorise Only’ transaction report.  You will need to be logged into your account online in order to view this report (this report is not accessible via the app.) By selecting this report, you can see the authorised transaction listed there.  You will need to select the transaction and choose to either settle it or void it.  You would want to void it if you’ve already received another form of payment from your customer.  If you choose to settle the transaction, it will take the normal 24 hours to settle into your account balance.
 

Processing limits serve to mitigate risk because they help protect you against potential losses on your account.  There is a single transaction limit which refers to the dollar amount you can process for any one transaction.  There is also a monthly processing limit which is the total dollar amount you can process in a calendar month.
 
Why are there processing limits?
The credit card associations have suggested processing limits as a method of helping protect cardholders and merchants against fraud.  By limiting processing amounts while a processing history is established, ProPay is better able to help prevent fraud and stay within industry-standard risk management policies.


How do I increase my processing limits?
Per transaction and monthly ProPay account processing limits are dependent on your account type.  If your business requires higher limits, please contact ProPay’s Limits Department by emailing limits@propay.com.  I will double check it online.

*Please note that it is a violation of the ProPay Payment Services Agreement and card association rules to split a transaction to circumvent account limits.


Why might a reserve be required for higher processing limits?
A reserve fund is held as protection against any possible chargebacks that may occur against your account.  The funds in reserve can be held for up to 270 days, per the Payment Services Agreement.  They may be released sooner by either lowering your processing limits or closing your ProPay account.