View Full Version : Payoneer Official Support Thread
Nissim-Payoneer
12-02-2012, 02:28 AM
I'm very sorry to hear that your card information was compromised. It's an extremely frustrating situation to be in, and I certainly understand you being upset.
In general, there are very strict regulations in regards to fraudulent charges and filing disputes with MasterCard, which Payoneer must comply to. The official procedure would be to get a statement of dispute from the cardholder, and file a dispute with MasterCard. We are required to give the merchant in question a minimum amount of time to review the claim and respond, before any action is taken.
These are very sensitive issues, especially when your hard earned money is involved, and our customer support team is aware of that. If your issue was handled with any less urgency, or you feel that it was not properly handled, I deeply apologize.
If you could please PM me the e-mail on your Payoneer account, I would be more than happy to review the status of this issue personally, and see what I can do to assist.
FiendishGyrator
12-06-2012, 02:17 AM
Hi,
I'm sure this has been already asked, but how long does it take to get a card replacement in the mail?
Also, I just had some cash placed on my card tonight and the load date doesn't say until the tenth-- that's
four days! What happened to the two days? Or is there any chance it's overestimating load date?
Nissim-Payoneer
12-06-2012, 02:40 AM
Hi!
Replacement cards are shipped via standard mail, so arrival time depends on your location. Within the US it's 7-10 business days, outside the US it's 15-25.
We do offer FedEx shipping within the US, and DHL internationally, however there are added shipping costs for that.
As for the load, it is generally 2 business days, so Saturday/Sunday and US bank holidays would not be included. If it's a payment from one of our partners, you can have it loaded immediately (within 2 hours), however private loads cannot be expedited.
Nissim-Payoneer
12-07-2012, 12:18 PM
Once the payment reaches Payoneer, you will automatically receive an e-mail confirmation (and it will appear on your account). SM does process them in bulk, so it's possible that it was simply still pending.
I checked your account, and see that the payment has already arrived and was loaded to your card.
SexyLittleThing
12-07-2012, 12:54 PM
Thank you :).
CourtneyRaine
12-12-2012, 01:55 PM
I already have a Payoneer card. Can I transfer money from my card to someone else's bank account who does not have a Payoneer card? If so, how long would it take to reach the other party and what are the associated fees?
(And if I can't make a direct bank transfer using Payoneer does anyone have any fast alternatives to sending someone money? I'll use Western Union as a last resort but their fees are ridiculous so I'm looking for a less expensive alternative.)
Nissim-Payoneer
12-12-2012, 02:00 PM
Currently we don't support card to bank transfers, however this is something we are looking in to adding within the next several months.
Rosexxxx
12-17-2012, 12:10 PM
I went to a gas station yesterday and I gave him my payoneer card to charge for gas, he put in the zip code and for some reason it did not work he said. So I ended paying him 40.00 in cash for gas. When I went to look at my payoneer account there was a transaction on hold for 72.00. I hope that this clears. Nissim what do I do if this does not clear? I will wait three business days and if it went through then can I file some claim? The gas station attendant said it should clear it was a hold that does it on all credit card orders.
Thanks for your help.
Nissim-Payoneer
12-18-2012, 05:19 AM
I can't say why they didn't accept the zip code, we have many cardholders using their card to pay for gas throughout the US and worldwide. Did it match exactly to the zip code listed on your card? Maybe they were trying some kind of address verification, for security reasons.
All gas stations place pending pre-authorization charges when you pay at the pump with a credit/debit card. They generally last for up to 7 business days. If you PM me the e-mail on your Payoneer account, I can tell you exactly when it will expire (they have a specific expiration date, as set by the merchant).
laurielegs
12-18-2012, 07:10 AM
I can't say why they didn't accept the zip code, we have many cardholders using their card to pay for gas throughout the US and worldwide. Did it match exactly to the zip code listed on your card? Maybe they were trying some kind of address verification, for security reasons.
All gas stations place pending pre-authorization charges when you pay at the pump with a credit/debit card. They generally last for up to 7 business days. If you PM me the e-mail on your Payoneer account, I can tell you exactly when it will expire (they have a specific expiration date, as set by the merchant).
This is true!
I have had this hold amount be as much as $103 PER TRANSACTION at some gas stations when I've been out of town. I have learned never to use a debit or credit card at the pump unless I'm prepared to have my funds held for up to 30 days!
I've stopped paying for gas at the pump for this reason. I estimate how much gas it will take to fill up and go inside, request them to do a credit card transaction for say, $50, swipe my card and sign and then go out to the pump and pump however much it will hold. I've discovered they will only charge up to the $50 and no more large preauthorizations. If it is less than that you only get charged the exact amount.
It sucks having to go inside to pay, but it beats having your money held.
CarmenF
12-18-2012, 11:07 AM
question: i would like to start indie camming and since i already have my beloved payoneer account that sends money to my european bank account can guys pay through it for skype cam shows? will guys read my name or just need my email? thank you :)
Nissim-Payoneer
12-18-2012, 12:10 PM
This is true!
I have had this hold amount be as much as $103 PER TRANSACTION at some gas stations when I've been out of town. I have learned never to use a debit or credit card at the pump unless I'm prepared to have my funds held for up to 30 days!
I've stopped paying for gas at the pump for this reason. I estimate how much gas it will take to fill up and go inside, request them to do a credit card transaction for say, $50, swipe my card and sign and then go out to the pump and pump however much it will hold. I've discovered they will only charge up to the $50 and no more large preauthorizations. If it is less than that you only get charged the exact amount.
It sucks having to go inside to pay, but it beats having your money held.
Thanks for sharing your experience! I too prefer to fill up gas inside directly with the cashier. While some stations charge only $1 as a pre-authorization, many charge 50, 75 or more (which can be quite annoying). It sometimes says the pre-authorization amount on the pump. Generally they only last for 7 business days, though it's possible to be up to 30 (depends on the merchant).
question: i would like to start indie camming and since i already have my beloved payoneer account that sends money to my european bank account can guys pay through it for skype cam shows? will guys read my name or just need my email? thank you :)
If you are getting paid via our Global Bank Transfer Service (direct payments to your bank account), you wil be unable to receive private loads. Our Private Load Service require a Payoneer card, allowing 3rd parties to send you payments directly to your card (via Visa, MasterCard, JCB or Discover). If you're a US resident, you can also receive payments from other US residents via ACH (bank transfer).
DarlaSummers
12-21-2012, 12:17 AM
So, I'm slightly confused. I tried to create a Payoneer account and got this message:
Payoneer's Account Approval Department was unable to verify some of your application details. In order to continue to review your application, we ask that you send a copy of a US government issued photo ID and a signed copy of your Social Security card.
Please make sure the ID matches the details provided on your Payoneer card application and that the document is clear, and has your name and your date of birth displayed clearly. Documents that are difficult to read can cause further delays, so please enlarge and lighten copies when you fax or scan, for clear viewing.
I'm a little concerned, sending anyone a picture of my SS card. Does this have to do with the fact that I have not very good credit score? I'm kind of at a lost on how to get paid at this point, as I really didn't want to go the check route.
Nissim-Payoneer
12-21-2012, 03:07 PM
As a fully regulated US company and Money Service Business, Payoneer is required to comply with strict regulations, one of which being KYC (Know Your Customer). Asking for a confirmation of a national ID is standard practice, and is in no way connected to your credit scores (Payoneer does not run credit checks on applicants, as this is only a prepaid card). It is either a random check, or related to some other details which require us to follow up.
I assure you that it is entirely secure, and the documents are used for the sole person of confirming your identity (and are not shared in any way). Payoneer has millions of payees, and takes privacy and security very seriously.
CourtneyRaine
12-22-2012, 08:03 PM
So we know that gas stations have pre-authorization holds. What other types of industries do this as well? Hotels? Airlines? Other? I'm just starting to use my Payoneer card more and I'm not trying to have a hold that will prohibit me from accessing a big chunk of my funds for a week.
CurvyWinona
12-22-2012, 08:49 PM
I had NO idea about gas station situation. I am so relieved that I did not have problem. I used it in Switzerland, Austria, and Germany last November with no problem. Does this apply only to American gas stations? I am American and I am back in the states and I am afraid to use it after reading the posts. =/ I have used it for plane tickets over the internet with no problem, too.
Nissim-Payoneer
12-23-2012, 01:52 AM
I had NO idea about gas station situation. I am so relieved that I did not have problem. I used it in Switzerland, Austria, and Germany last November with no problem. Does this apply only to American gas stations? I am American and I am back in the states and I am afraid to use it after reading the posts. =/ I have used it for plane tickets over the internet with no problem, too.
It applies to most gas stations when you pay "at the pump." You can avoid any pre-authorization charges by going in to the cashier and specifying a specific amount to be charged to the card. If you have sufficient funds on the card to cover the gas station purchase and the pre-authorization charge, you will not have any issues.
justanothercamgirl
12-23-2012, 10:56 PM
I apoligize in advance Nissim as I know you have probably been asked these questions a million times but I am having troubles sorting through the forums for answers today.
1. If I signed up for payoneer with Adult Work, am I am allowed to use the same payoneer card with Streamate even if I haven't recieved a payment from Adult Work yet? (I recieve checks from Streamate right now and would love to be able to change over my payment method.)
2. I live in Canada. From what I read, it seems that in the United States you only recieve withdrawal fees if you take the money off your payonner card through an ATM but there are no fees involved if you use the fund on it for purchase like a regular credit card? Does it work the same in Canada as well?
Thank you so much for being here to answer my n00b questions. I can only imagine how frustering it is to have to clarify the same points over and over again and very much appreciate the time you spend to do it.
Nissim-Payoneer
12-24-2012, 06:08 AM
Absolutely no need to apologize, that's what I'm here for ;)
I'd be more than happy to answer your questions:
1) Yes! You can link as many partners to the same Payoneer card as you'd like, even if you have never received a payment to that card. This blog post visually explains how to do it: http://blog.payoneer.com/how-to-add-multiple-partners-on-one-payoneer-card-tips-and-tricks/
2) It's correct that we don't charge for POS (point of sale) transactions. You're only charged a transaction fee when you withdraw cash. When you use the card to make purchases in Canada, funds would be converted to CAD based on rates of up to 3% above MasterCard's official currency conversion rates.
While this forum, and many others (Payoneer also has an official forum/blog) provide a large amount of useful information, there's never any harm in asking a question if you're unsure. If you have any additional questions, or even just feedback/comments about Payoneer, please don't hesitate.
justanothercamgirl
12-24-2012, 11:28 AM
Absolutely no need to apologize, that's what I'm here for ;)
Thank you so much for being so kind and helpful. And I see that you answered my question on Christmas Eve too! Now that is what I call fantastic customer service. I do hope you have an amazing Christmas. ;)
Nissim-Payoneer
12-24-2012, 11:29 AM
Thanks, you too!
Glasses
12-27-2012, 04:40 AM
Dear Nissim,
I would like to ask something again. :)
I bought some items online, in a US webshop, so of course I had to pay in dollars. Payoneer holds my money in dollars as well. My total order was 114.09$. It's on my customer receipt.
Yet my payoneer account says I payed 116.14$. Why is that? I thought if I pay in dollars there is no exchange fee, no nothing. Yet it seems there must be something, cause I payed 2.05$ more.
It's not much, but it would have been one more lip pencil at this particular order, and if it works like this every single time I purchase something it adds up quickly.
What kind of fee is that?
Thank you very much! :)
Nissim-Payoneer
12-27-2012, 05:04 AM
It's possible this is related to a cross border fee, depending on the issuing bank used for your card. Can you PM me the e-mail address on your Payoneer account? I'd be happy to check and confirm.
Glasses
12-27-2012, 05:45 AM
It's possible this is related to a cross border fee, depending on the issuing bank used for your card. Can you PM me the e-mail address on your Payoneer account? I'd be happy to check and confirm.
Sure, thank you!
Sparkly
12-27-2012, 07:37 PM
Hello Nissim,
I am in the US and trying to sign up for a card. I received an email back prompting me to send in a scanned copy of my ID. My ID does not match my current address as it was issued from another state. I am unable to get an ID with my current address at the time. Am I still able to get a card? Is there another way I can verify my address (i.e. bank statements, utility bills)?
Nissim-Payoneer
12-28-2012, 09:09 AM
It's OK if the address on the ID does not exactly match your billing address. To confirm the address, you can submit a utility bill or bank statement, and that will be sufficient.
brownsugardoll
12-28-2012, 04:47 PM
Can I still apply for Payoneer card without having bank account ? I would like to apply via the cam sites that are in partner with Payoneer.
Nissim-Payoneer
12-28-2012, 04:48 PM
Can I still apply for Payoneer card without having bank account ? I would like to apply via the cam sites that are in partner with Payoneer.
Yes, you can. No bank account is required in order to apply for the card.
roast
12-29-2012, 03:32 PM
Nissim, just wanted to say thanks for spelling out how to do bank transfers with Payoneer, I had to read it a million times but realized I dont have to load some site's payments onto my card THEN withdraw and deposit it in my bank (which is what Ive been doing, I thought bc I had a card I was exempt). This is a lifesaver bc a few sites arent reliable for checks or I switched to Payoneer for the holidays and was shaking my fist at the fees... not realizing I had another glaring option.
I need to read this thread wayyyy more often and am irritated I never did! Thanks for actively participating in it
platinumpuzzy
12-30-2012, 02:31 PM
just an update, new card received. my money lost seems to not be returned but new card in hand... its a start.
Nissim-Payoneer
12-30-2012, 02:53 PM
Glad to hear you received the card!
Disputes can take up to 90 days to be completed, as we are required to give the merchant in question a minimum amount of time to review the claim and respond. It's possible it can take less.
As soon as the dispute is resolved, however, we will notify you.
Also feel free to contact me at any time for an update, or if there are any additional issues.
Nissim-Payoneer
12-30-2012, 02:55 PM
Nissim, just wanted to say thanks for spelling out how to do bank transfers with Payoneer, I had to read it a million times but realized I dont have to load some site's payments onto my card THEN withdraw and deposit it in my bank (which is what Ive been doing, I thought bc I had a card I was exempt). This is a lifesaver bc a few sites arent reliable for checks or I switched to Payoneer for the holidays and was shaking my fist at the fees... not realizing I had another glaring option.
I need to read this thread wayyyy more often and am irritated I never did! Thanks for actively participating in it
Glad that you found it useful ;)
We try to provide companies with a complete payout solution, and offer them services including prepaid debit cards, local bank transfers, wire transfers, US ACH, local currency checks, and more.
There is no one payment method that is best for everyone, especially on a global scale, so we do our best to provide an efficient solution for every situation.
Bristol
12-30-2012, 03:02 PM
I applied for a Payoneer card through LiveJasmin on Nov 19 and I still haven't gotten my Payoneer card yet. It's been 34 days. I'd think being in USA it would go faster. Is this unusual?
I contacted LiveJasmin and they said it was approved and that I had an active Payoneer account but when I contacted Payoneer they said they've never heard of me and there's no account in my name. I don't know what's going on. I'm still waiting for Payoneer support to respond to my latest inquiry. Anyone else had this problem?
Nissim-Payoneer
12-30-2012, 03:04 PM
I applied for a Payoneer card through LiveJasmin on Nov 19 and I still haven't gotten my Payoneer card yet. It's been 34 days. Is this unusual?
I contacted LiveJasmin and they said it was approved and that I had an active Payoneer account but when I contacted Payoneer they said they've never heard of me and there's no account in my name. I don't know what's going on. I'm still waiting for Payoneer support to respond to my latest inquiry. Anyone else had this problem?
Please e-mail me the name and e-mail you submitted during the card application, and I'll check our system to see the status of your application.
Bristol
12-30-2012, 03:20 PM
I sent an email. Thanks Nissim.
Nissim-Payoneer
01-02-2013, 05:07 PM
If anyone is on YouCam24 (or planning to sign up) and looking to apply for a Payoneer card as your payment method, you should check out http://www.xbiz.com/news/158138
They're currently holding a promotion offering free Payoneer cards to new affiliates and performers that sign up during January.
Happy 2013 everyone!
MrsJenna
01-03-2013, 09:11 AM
Hi Nissim,
I wrote customer service about my new payoneer account on SUNDAY and i STILL haven't gotten a response.
Could i possibly PM you and get my info?
Thanks! ;D
Nissim-Payoneer
01-03-2013, 09:17 AM
Yes, please PM me (include the same e-mail) and I'll be happy to follow up.
MrsJenna
01-03-2013, 11:40 AM
Yes, please PM me (include the same e-mail) and I'll be happy to follow up.
Not sure if it sent... it says nothing is in my outbox...let me know
Nissim-Payoneer
01-03-2013, 01:13 PM
Received it, thanks. Will check and follow up.
MrsJenna
01-04-2013, 12:44 AM
Know anything yet?
Nissim-Payoneer
01-04-2013, 03:15 AM
Know anything yet?
I've sent a reply.
justanothercamgirl
01-06-2013, 04:58 PM
Hey Nissim,
I added Streamate to my payoneer card and wanted to do sign up for the bank account transfer but it gave me no option to do that and instead just default that I had signed up with for with Adult Work.
When I looked at the payoneer blog it said I had to change through the sites that I signed up with but I see no option to be able to do that. I could sure use your guidance and help. :(
Nissim-Payoneer
01-07-2013, 02:52 AM
You would need to select the bank transfer option at the start of the application (such as shown here: http://blog.payoneer.com/lower-fees-for-payoneers-global-bank-transfer-gbt-service/)
If you already signed up for the card and want to switch to bank transfers, please send me a PM with the e-mail on your account and I will have a customer support representative contact you with details on how to get that set up.
CurvyWinona
01-07-2013, 03:13 AM
Is it possible to have only Streamate to have bank transfer while I still get other site and private loads to card?
MissSassyPickles
01-07-2013, 03:18 AM
Is it possible to have only Streamate to have bank transfer while I still get other site and private loads to card?
I am wondering this too
justanothercamgirl
01-07-2013, 03:32 AM
You would need to select the bank transfer option at the start of the application (such as shown here: http://blog.payoneer.com/lower-fees-for-payoneers-global-bank-transfer-gbt-service/)
If you already signed up for the card and want to switch to bank transfers, please send me a PM with the e-mail on your account and I will have a customer support representative contact you with details on how to get that set up.
Thanks Nissim! I will send you a PM right away.
Nissim-Payoneer
01-07-2013, 03:41 AM
Is it possible to have only Streamate to have bank transfer while I still get other site and private loads to card?
I am wondering this too
Yes, it is. We don't support having multiple payment methods for the same partner account, however you can choose your desired payment method for each one.
So for example you can get paid from SM to your bank account, and from MFC to your Payoneer card.
We also plan to release a card to bank transfer service in the next several months, which will allow you to transfer your Payoneer card balance directly to your bank account in over 200 countries.
MissSassyPickles
01-07-2013, 03:45 AM
Yes, it is. We don't support having multiple payment methods for the same partner account, however you can choose your desired payment method for each one.
So for example you can get paid from SM to your bank account, and from MFC to your Payoneer card.
We also plan to release a card to bank transfer service in the next several months, which will allow you to transfer your Payoneer card balance directly to your bank account in over 200 countries.
This is awesome, thank you! I don't like to have all my eggs in one basket.
StephanieXS
01-22-2013, 12:40 AM
How do I transfer money from my payoneer card to a bank account? I sent a copy of a voided check as requested but the directions I was given in my email don't fit what I have available to me on my account. (i.e. I don't have a withdraw to bank account button which they claim I have.)