We're here to help

Whether you’re a merchant or user, we’re here to help. Please check the frequently asked questions below.
A merchant can set accepted payment options for the business. If you are unable to select cash payment source, it is most likely that the merchant does not want to take cash payment. Or, you might not have enough cash balance to complete the transaction.
A merchant can set accepted payment options for the business. If you are unable to select credit card payment source, it is most likely that the merchant does not want to take credit card payment. For example, a “cash-only” business will only have cash option set as acceptable payment option.
A merchant can set accepted payment options for the business. If you are unable to select savings or checking account payment source, it is most likely that the merchant does not take ACH payments. Most merchants will take cash and credit card as primary payment sources.

Cash Payment

A cash payment is declined is there is not enough balance in the cash account. If this is the case, please deposit funds into the cash account. (see How do I deposit funds into my cash account?).

Card Payment

Credit Card

If you received an error that the payment transaction was unsuccessful, we recommend reaching out to your card company. You can call the number in the back of the card. We do not have decline details for the exact reason why the payment was declined.

Debit Card

If you received an error that the payment transaction was unsuccessful, we recommend reaching out to your bank. The fastest way to reach them is by calling the number in the back of your card. Or, you can stop by a branch office to get the exact reason why your debit card transaction was declined.

ACH Payment

If you received an error that the payment transaction was unsuccessful, we recommend reaching out to your bank. ACH payments will take a couple of business days to clear. In most cases, ACH payments clear in less than 3 businesses days.

Cash Deposit

 

  1. Retail Stores. You will be able to deposit funds to your cash account through a ScanPay partner. We are establishing partner relationships to make this possible for you.
  2. ScanPay Users. You will be able to deposit funds to your cash account by exchange cash for cash transfer from the ScanPay user to your cash account. We called this feature – Walking ATM.

 

Card Deposit

  1. Credit Card. You will be able to deposit funds from a credit card. As soon as the transaction clears, the deposited fund will be available in the cash account.
  2. Debit Card. You will be able to deposit funds from a debit card. As soon as the transaction clears, the deposited fund will be available in the cash account.

ACH Deposit

  1. Savings Account. You will be able deposit funds from a savings account through an ACH transaction. As soon as the transactions clears, the deposit fund will be available in the cash account.
  2. Checking Account. You will be able deposit funds from a checking account through an ACH transaction. As soon as the transactions clears, the deposit fund will be available in the cash account.
A Friend in My Contacts

Sending money to a friend is a snap. Click on “Transact” and select Send from the context menu. You can pick a friend from the contact list and enter the amount to send. For security purposes, you will be required to enter a 4 to 6 digit PIN to send fund.

Someone not in My Contacts

Sending funds to someone not in your contacts is possible. You will be required to enter either a phone number or an email address of the recipient.

If the recipient is a ScanPay user, the person will be automatically added to your contact as part of the sending fund operation.

If the recipient is not a ScanPay user, the recipient will receive either a text message or email notifying there is fund waiting to be claimed along with instructions to download ScanPay application and create an account. The recipient will have two weeks to create an account before the fund is returned to the sender. Once recipient creates a ScanPay account, the fund will be available to the recipient for immediate use.

Cash Withdraw

  1. Retail Stores. You will be able to withdraw funds from your cash account through a ScanPay partner. We are establishing partner relationships to make this possible for you.
  2. ScanPay Users. You will be able to withdraw funds from your cash account by taking cash with cash transfer from your cash account to the scanPay user account. We called this feature – Walking ATM.

Card Withdraw

  1. Debit Card. You will be able to withdraw funds from the cash account to a debit card. Withdraw funds will be credited to the bank account tied to the debit card.

ACH Withdraw

  1. Savings Account. You will be able withdraw funds to a savings account through an ACH transaction. The targeted savings account will be credited with the withdraw funds when ACH transactions clears.
  2. Checking Account. You will be able withdraw funds to a checking account through an ACH transaction. The targeted checking account will be credited with the withdraw funds when ACH transactions clears.
Yes. As a merchant you will have insights to all transactions. You will have the ability to confirm successful transactions.
Yes. By default the account holder of the business will receive SMS and/or Email notifications. A merchant will have the capability to create custom payment notification process to suit its business. SMS and/or Email notifications can be send to non ScanPay users.

No. You can only have one active rewards program at any given time. You can create as many rewards programs as you want. However, you can only activate one rewards program at a time.

When you have an active rewards program, your customers will automatically be enrolled and collect rewards points that can be converted to a dollar value for use to pay future visits – redeeming the rewards points.

Yes. It’s entirely up to the merchant on what discounts it wants to make available to its customers. A merchant can create as many discount offers and activate them for customers. A merchant account will have the ability to do targeted marketing campaign with discount offers to retain and build customer loyalty.

Yes. It’s entirely up to the merchant. A merchant can create gift card programs and sell them in the ScanPay market place. For example, a merchant can have a $20 gift card for $25 dollar redeemable value along with a $50 gift card for $60 redeemable value at the same time.

Yes. You can export your transactions data to different output formats. We currently support CSV and XML format.

Yes. You will be able to see all your transactions in one place along with capabilities to filter and dissect the information to give you insights to your business.
Yes. You will be able to see your top customers and understand frequency of visits along with average spent for each visit.

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