View Full Version : Payoneer Official Support Thread
Nissim-Payoneer
10-08-2013, 01:51 AM
Can you please PM me your Payoneer account e-mail? I will look into this and get back to you.
Edit: I received your PM - will check.
Sonikku
10-12-2013, 03:02 PM
Hi, I was wondering with Daily Pay, how long until I receive the funds through GBT (local)?
Nissim-Payoneer
10-12-2013, 11:50 PM
Once a transfer is made, local bank transfers generally take 1-3 business days (depending on your country and bank).
xtacy
10-21-2013, 09:02 AM
I just signed up for payoneer, and have been approved. I opted to use payoneer because I believed it to be the fastest option to be paid but my email said I won't receive my card until Novemeber 5th or later...is there a way to get expedited shipping? Or should I just switch to direct deposit?
Nissim-Payoneer
10-21-2013, 11:56 AM
I just signed up for payoneer, and have been approved. I opted to use payoneer because I believed it to be the fastest option to be paid but my email said I won't receive my card until Novemeber 5th or later...is there a way to get expedited shipping? Or should I just switch to direct deposit?
If you are in the US we can ship it via FedEx, however the cost is $22 for 3-Day and $30 for Overnight.
If you are outside the US, we offer DHL International (takes 4-7 business days) at $60.
We do not profit from expedited shipping, these are simply to cover the shipping costs incurred.
MistressMorgan
10-21-2013, 08:57 PM
I have, up until a few months ago been using Payoneer happily for over a year. I have accounts with both ELM & Streammates (As well as another small company) and was receiving private loads regularly from customers.
Recently, all of a sudden, I was not able to accept private loads anymore, and when I contacted customer service, I got the run around and spoke with 5 different people who could not give me a clear answer as to why this was.
When i finally spoke to someone who seemed to know what they were talking about, I was given a vague answer about not having had enough loads from the companies, though no exact explaination as to exactly how many loads were required to keep the ability to have private loads. I also looked on the terms of service and all over the site and see nowhere that says anything about this.
I would really appreciate some answers because at this point Ive kind of just given up on using the service.
Nissim-Payoneer
10-21-2013, 11:51 PM
Id' be happy to assist - can you please PM me your Payoneer account e-mail so that I can look into this issue?
MissMorvahna
10-25-2013, 12:21 PM
Hi, so I have the debit card that streamate deposits money in. The transactions from the ATM were weird amounts, I contacted them, and weren't much help. They said that there's $10.50 fee on top of everything else. And I'm not sure why there is. It's really frustrating knowing so much of my money is disappearing.
Nissim-Payoneer
10-26-2013, 08:37 AM
Hi,
There is a set charge applied when you use your Payoneer card to withdraw cash, which is listed in your Payoneer online account (under "General Information"). It's important to us that you're fully comfortable using the card, so if you are unsure of any transaction please contact us and we'll explain it in detail: http://www.payoneer.com/contactUs.aspx
cymonehearts
10-30-2013, 04:25 PM
Is there a limit on how much you can withdrawal from your payoneer card at atm? example: if i have $2,000 on my payoneer card would i have to go to multiple atms to withdrawal the funds, could i take off the full $2,000 minus fees , or do a cash advance at my bank?
Nissim-Payoneer
10-31-2013, 08:50 AM
The Payoneer card usage limits are:
- $2,500/day in cash withdrawals
- $2,500/day in purchases online/in stores
- $5,000/day total limit
We do not have any per-transaction limit, so long as it does not exceed the amounts above.
Ashley_3
11-11-2013, 05:53 AM
How long does it take for a private load to appear in my transactions? It's true that I haven't had one in a while, but I think I could see it instantly. And now someone sent me a private load yesterday and I still can't see it in my transactions.
Nissim-Payoneer
11-11-2013, 06:39 AM
Once a private load request is made, it appears on your account within a few hours. It will be in a pending status until it is reviewed by our payment department, which generally takes up to 1 business day, after which you will see an estimated loading date.
Ashley_3
11-11-2013, 09:32 PM
Ok, I've waited like 36 hours since the private load has been sent and still nothing. It's not pending, I can't see it at all on my account.
Wow, ok, that was really weird. Just after I wrote this I got an email that my card has been loaded. Now I can see it in my balance, but I still can't see it all in my transactions.
Nissim-Payoneer
11-12-2013, 12:55 AM
Can you please PM me your account e-mail so that I can check this issue?
Ashley_3
11-12-2013, 01:53 AM
Nevermind, it finally showed it my transactions. It was weird, because when I've gotten private loads before I could see them instantly and they were really pending for some time. But this time it showed even after it was loaded.
JessyA
11-16-2013, 02:14 PM
I've always been curious...is there a monthly limit for private loads on Payoneer? Thank you.
BANHammerGoddess
11-16-2013, 08:27 PM
two questions:
My money was supposed to be loaded onto my card today from Payoneer but it's not there :(
I got it last pay period on the day I expected it :(
what's up? the only difference is this is a way bigger check
also, how much can I take out at the ATM at one time? I'd like to keep the atm fees to a minimum.
CurvyWinona
11-16-2013, 10:53 PM
can i use my payoneer card as cash advance at my bank? I need to withdraw nearly whole amount on my card soon and i want to avoid too much of atm fees.
Nissim-Payoneer
11-17-2013, 01:00 AM
I've always been curious...is there a monthly limit for private loads on Payoneer? Thank you.
Private loads are limited to $1,000 per day. Additional limits (daily or monthly) may be applied on a case by case basis, and if relevant you will be notified by our payments department.
two questions:
My money was supposed to be loaded onto my card today from Payoneer but it's not there :(
I got it last pay period on the day I expected it :(
what's up? the only difference is this is a way bigger check
also, how much can I take out at the ATM at one time? I'd like to keep the atm fees to a minimum.
We do not have any reported delays in payment - as soon as we receive the payment request from the company/website we will process it and send you an e-mail confirmation. You can withdraw up to $2,500.00 in cash per 24 hours, and also use your card online/in stores for a separate $2,500.00 per 24 hours.
can i use my payoneer card as cash advance at my bank? I need to withdraw nearly whole amount on my card soon and i want to avoid too much of atm fees.
Yes - so long as your bank accepts Prepaid Debit MasterCard cards.
badcompany
11-18-2013, 11:58 AM
I just reactivated my card and resumed working on SM this past week. How long does it take to get the first deposit? I got weekly loads in the past.
Nissim-Payoneer
11-19-2013, 01:03 AM
I would advise contacting SM for details on this, as they would be the ones that dictate the payment schedule.
BANHammerGoddess
11-20-2013, 01:41 AM
So I took out $800 from my account last night via ATM expecting the $3.15 withdrawal fee and maybe some other small withdrawal fee. However, the account activity shows it as a total withdrawal of $820.60. Which means that somehow there's some fee of $17 for taking out my money. That's ridiculously excessive. WTF?
Nissim-Payoneer
11-20-2013, 04:01 AM
I would suggest contacting our customer support department directly so that they can check your specific account and transaction history and assist you further. For immediate support you can contact us via telephone and live chat.
Sunnylexie
11-20-2013, 07:41 AM
Does Direct Bank Transfer work with Russian banks? If so, can I use it before my Payoneer card is activated? Do I need to verify my US Payment Service account to withdraw funds to a bank account?
Nissim-Payoneer
11-20-2013, 07:57 AM
Yes, direct bank transfer does work with Russian banks. Are you receiving payments from a specific website/company that works with Payoneer? When you set up your payment method, you can choose either the Payoneer card or Global Bank Transfer Service.
Sunnylexie
11-20-2013, 08:26 AM
Thanks! It's gonna be with Streamate.
Nissim-Payoneer
11-20-2013, 08:47 AM
Ok, great. When you choose Payoneer as your payment method with Streamate you will have the option to sign up for Global Bank Transfers. You can then enter your bank details in Russia, and we will send each payment directly to your bank account (you won't be issued a Payoneer card).
The cost per transfer is only $2.99 and we send the funds in your local currency, from a local bank in your country.
Details on the sign up process are available here: http://blog.payoneer.com/lower-fees-for-payoneers-global-bank-transfer-gbt-service/
CurvyWinona
11-20-2013, 08:57 AM
how long the transfer takes for global into bank?
Nissim-Payoneer
11-20-2013, 09:01 AM
For local bank transfers (countries where we support localized transfers) it takes 1-3 business days. For wire transfers it takes 1-7 business days (depending on the country/bank).
We support local transfers to more than 80 countries.
TattooedBBW
11-20-2013, 02:58 PM
I seriously apologize if this has been answered before, but I just had someone load my Payoneer card...I was wondering two things:
1) Does it usually take the 2 business days? I am in desperate need of $ right now so I was hoping so badly that it will clear tomorrow
2) Do I not get a confirmation email at all until it clears? He fwded me the confirm email but I want to make sure he isn't lying.
Thank you so much!!!
Nissim-Payoneer
11-21-2013, 01:56 AM
Hi,
Payments from companies/websites can be funded within minutes. Private loads do take 2 business days to be funded (once approved).
We send an e-mail confirmation when you receive a payment, and you can also sign in to your Payoneer account at any time to see the updated status (whether it is pending approval, approved, and the estimated load date).
Procrasturbator
11-21-2013, 10:48 AM
Hi there! Lately when I've used my card to get cash back at registers I'm sometimes charged an ATM fee of $3.15. This doesn't seem to happen to everyone and it doesn't happen to me every time? I was under the impression that getting cash back was the most economical way of getting money as you were only charged up to 3% in foreign transaction fees (basically that cash back was billed like a purchase.) I asked Live Support but they didn't really answer my question. Is this new? Why does it happen to some people or some transactions but not others? (Even checking out at the same register at the same store I'll sometimes be charged the $3.15 fee and sometimes not.) Thanks in advance :)
Nissim-Payoneer
11-21-2013, 10:53 AM
Hi,
Whenever you make a cashback purchase the merchant has a few different ways in which they can charge your card. If it is a standard point of sale purchase you will not be charged the cash withdrawal fee, however if the merchant processes it as a cash withdrawal transaction you would be subject to the fee.
Overall the $3.15 charge is for cash withdrawal transactions (either signature based or at an ATM).
Procrasturbator
11-21-2013, 11:00 AM
Thanks for the prompt reply! All of the transactions that I've been charged for are listed in my transaction history as a "POS Cash Advance", not an "ATM Withdrawal". But I'm not charged for every "POS Cash Advance", even at the same register at the same store. None of the ""POS Cash Advance" transactions involved a signature or an ATM.
PrincessLavender
11-23-2013, 07:14 PM
How does a customer initiate a private load? I can't find a link on the redesigned homepage.
PrincessLavender
11-23-2013, 07:17 PM
How does a customer initiate a private load? I can't find a link on the redesigned homepage.
Nevermind! Found it!
Snowy0Star
11-24-2013, 09:17 AM
my card had to be blocked and im waiting for a new one i got my weekly email from cam model directory saying payments were send out but i havent received any money or any automated messages from payoneer and my card balance from my old card that is blocked and the new thats coming show no sign that i got paid so where exactly is my money? i know i cant touch it till i get my new card in the mail but it would be nice to know it there waiting for me not a big nasty $0.00 balance sign
Nissim-Payoneer
11-25-2013, 03:26 AM
You can contact our customer support department and they will be able to check your Payoneer account for any pending payments: http://www.payoneer.com/ContactUs.aspx
PrincessLavender
11-25-2013, 09:08 PM
Nissim, I've been having problems accepting private loads lately. I've been accepting them for year without a problem but the last two have come up saying "Missing information, please contact Customer Support" and I also received an email saying:
This is to inform you of an attempt to make a private payment to your Payoneer card ending in XXX. The payment request XXXXXXX for $XX.XX has not yet been approved.
Private loading of funds to the Payoneer card involves an approval process with our Payment Approval Department. Payoneer reserves the right to request additional information or documentation before approving a payment, to limit the payment amount, or to decline a payment altogether.
To complete this payment and fund your Payoneer card, please provide us with the following:
A copy of your government issued photo ID. To submit your ID copy, Click Here
Once you have uploaded your ID copy, we will review your pending payment and update you within 1-2 business days. In order to approve the payment request, we must receive the requested documentation within 7 days.
The last time this happened I contacted support and was told the customer has to upload a picture of their ID. When I contacted the customer to let them know this he said he didn't receive anything from Payoneer letting him know they needed additional information. Why am I getting the request for additional information email and not the customer? The last customer was so frustrated with the process that I ended up losing the sale. If I lose another sale because of this I'm going to have to find another source for custom payments.
I will PM you my Payoneer email address. Thanks for looking into this for me.
Nissim-Payoneer
11-26-2013, 02:18 AM
The request for information is sent to the loader e-mail that is provided when the private load is made. I will check your PM and reply with further details.
As for why we requested this information, Payoneer is a fully regulated US company and adheres to strict online payment regulations. In some cases we may require additional information from loaders, which generally includes confirmation of their identity and the method of payment being used. It's basically the same checks a cashier would make at a store, though as it's an online transaction it's done by confirming ID and an image of the card. Of course we asked for masked card images, meaning the full card number should not be displayed (only the last 4 digits so we can confirm that the loader actually has the card in their possession).
Sunnylexie
11-26-2013, 04:17 AM
Hello!
If I choose direct bank transfer as my payment option, is it like I can only transfer to only one account? Will I be able to change the bank accounts I'm sending the money to, and do all of them have to belong to me?
Nissim-Payoneer
11-26-2013, 05:59 AM
You will need to choose one bank account, but you can contact us if you need to change the bank account on file. It does not have to belong to you, however it if doesn't we may ask for additional information regarding your relationship to the bank account holder.
PrincessLavender
11-26-2013, 03:38 PM
Got an email from support asking to upload my ID and the link takes me to a 404 error page.
Nissim-Payoneer
11-27-2013, 04:00 AM
Thanks - we aware of the issue with some links that we sent and it should be corrected shortly. Sorry about that!
PrincessLavender
11-27-2013, 10:53 AM
Thanks - we aware of the issue with some links that we sent and it should be corrected shortly. Sorry about that!
Do you know about when it will be fixed? I have a private load waiting to approve since Sunday. I would hate to lose another sale because of this. The first time it happened and I contacted support I was told the loader had to upload their ID. Obviously that answer was wrong and it was me who had to upload my ID. If I had gotten a correct answer then I never would have lost that sale. Don't want to lose another one over something I have no control over.
Nissim-Payoneer
11-28-2013, 09:24 AM
We just recently sent you an update, once again I apologize for the inconvenience.
PrincessLavender
11-28-2013, 11:10 AM
I didn't get anything new from support but in my payment history the private load is now pending for 12/2. I was never able to upload my ID though. Is this going to cause problems the next time I receive a private load?
Thanks for all your help!
kymaddy
11-29-2013, 07:47 AM
Nissim my brother requested a replacement card - he has funds in his account. He has been asked to email a copy of his licence which is fine. But also a photo of himself holding a sign that says 'payoneer' with today date all handwritten.
This sounds a little odd and rather unprofessional.
I recently had my card replaced and was never asked to do anything like this. Is someone having a joke.
CurvyWinona
11-29-2013, 11:56 AM
When I withdrew $1,000 on cash advance at my bank, I see $1021 withdrew. Why is the fee high after all I paid for card fees every month and $5 fee for load? $21 is a lot for just to take $1,000 out