Our frequently asked questions service offers answers to common questions. If you don't find an answer, please contact our customer support and a representative will be able to assist you.
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It Works! will create an account on your behalf at the time that your first commission payment is generated. You will receive an activation email at that time with a link you can click on to begin the activation process.
If you have been notified by It Works! that your first payment has been sent but have not received an activation email, please click here.
If you’re a smartphone user, you can go to https://www.myitworkspay.com on your mobile browser to access your account. Alternatively, you can download the mobile app from iTunes and Google Play. Some features may not be available in the mobile app.
Please note: Use of the mobile site is subject to the regular data rates charged by your mobile service provider. My It Works! Pay is not responsible for these charges.
To log into the It Works! Pay Portal:
To change your profile information:
To change your password:
Note: Passwords must contain 6-15 characters and cannot be reused.
NOTE: You may be required to complete an additional authentication step to verify your identity. If prompted, choose one of the options and follow the on-screen instructions.
You may transfer the balance of your It Works! Pay Portal to any bank account in your country.
To transfer your It Works! Pay Portal balance to a bank account:
Auto Transfer allows you to set up automatic transfers of the funds from your Pay Portal to your bank account or prepaid card— so that you can set it and forget it!
In order to set up Auto Transfer, you will need to have a prepaid card or bank account linked to your Pay Portal.
To set up Auto Transfer in your Pay Portal:
Note: If you have a prepaid card and/or at least one bank account saved in your Pay Portal, you will see them listed here. If you do not yet have any saved bank accounts, you can add one by clicking on Add New Transfer Method.
To update automatic transfers to your bank account or prepaid card:
Advanced Auto Transfer options allow you to split transfers between 2 or 3 different bank accounts or prepaid cards.
To split automatic transfers between multiple transfer methods:
To change the frequency of your automatic transfers:
Tips:
Canadian Accounts:
American Accounts:
To view your transaction history:
You can look up a transaction receipt from the transaction history. To see the details, simply click on a transaction in the History.
To update your bank account information:
If the Prepaid Card option is available for your program and your country, you will see a Request Card icon on the home page of your Pay Portal. Click on this icon, ensure that your profile information is complete and accurate, and submit your request. If a card activation fee is defined in your Cardholder Agreement, it will be debited from your Pay Portal balance when requesting it. This activation fee can only be covered with the commission payment.
Note: When you open a card account, we will ask for your name, address, date of birth, and other information that will allow us to reasonably identify you. We may also ask to see your proof of identification and proof of address.
Depending on your location, please allow the following delivery times to receive your prepaid card after your request has been approved.
USA, Canada and Europe: 7-10 business days
Rest of the World:
Standard - up to 6 weeks
Expedited - up to 3 weeks
If you do not receive your card within the delivery times listed above, please contact Customer Support.
Once you receive your card in the mail, you may activate online at www.myitworkspay.com. Please log in to your account online, click on the Activate Card link, and follow the on-screen instructions. You will not be able to use your card until you have activated it by accepting the Cardholder Agreement.
Alternatively, you may activate the card by calling the telephone number listed on the back of the card and following the voice prompts for card activation.
Note: Telephone calls can be subject to international long distance rates.
There are a number of benefits to using a prepaid card, including the ability to:
Each Pay Portal may have one primary cardholder and one secondary cardholder. Both cardholders access the same card balance.
No, prepaid cards may be issued in the name of an individual only.
You will be provided or prompted to select your personal card PIN during the card activation process.
Please refer to your Cardholder Agreement by logging into your online pay portal and click on the Legal footer link to access a digital copy of your Cardholder Agreement.
Once you have activated your card, you can move money from your online Pay Portal balance onto the prepaid card by clicking on Prepaid Card in your Pay Portal menu, then selecting Load Prepaid Card from the prepaid card dashboard. Funds transferred in this way will be available to use on your card immediately.
You can also enable automatic transfers. Please refer to the section How can I set up automated transfers to my bank account or prepaid card?
There are four ways you can check your card balance:
In most cases, your transaction history will be updated with your card transactions a few moments after the card processor receives the transaction information. Please note that not all merchants may immediately submit their card transactions for processing, so you may not see the transactions in your history right away. For outstanding purchases, please refer to the section Why is a transaction still outstanding?
You can use your prepaid card to make cash withdrawals at any ATM bearing the Acceptance Mark displayed on your card front or back. Please refer to your Cardholder Agreement to view your withdrawal limits and fees.
Yes, your Prepaid Card can be used internationally. If you make a purchase or withdrawal in a currency other than the currency in which your card was issued, the issuer may assess a foreign currency conversion fee of 3% of the transaction amount.
Your prepaid card is subject to transaction limits as defined in your Cardholder Agreement under the section Fees and Limits Schedule.
If you forget your PIN, you can reset it using the Reset PIN feature found in your online Pay Portal.
If your card is lost or stolen, please immediately call and report it to the number shown here, any time of the day or week. Our agents can then assist you by cancelling the card and issuing a new one for you.
Some merchants may bill under a name other than their operating name or bill from a state different from where you made your purchase. If you still have questions about the transaction, please contact the merchant directly.
If you believe that a prepaid card transaction has been posted to your account in error, you may submit a prepaid card dispute within 60 days of the date that appears on the transaction statement or receipt. If you suspect fraudulent activity, please contact us to disable the card.
Please note the issuer of your prepaid card. You will find the card issuer displayed on the back side of the card near the bottom. Download the corresponding issuer dispute form and fill it out according to the instructions indicated on the form:
All Trans Financial Services Visa Prepaid Card
Transact Payments Limited Prepaid MasterCard
Disputes are subject to time limits which vary between 30 and 120 days after the date they appear in your transaction history.
Most transactions must be disputed within 60 days of the date when they appear on your transaction history.
After we confirm your dispute claim, the issuing bank may need to contact the merchant and their bank regarding the disputed transaction. In some cases, they may contact you again via mail if they need more information. Issuing banks process disputes according to billing error procedures that are governed by federal law and outlined in your prepaid card agreement. For any inquiries regarding your dispute, please call the number at the top of your dispute form.
If the issuing bank is reimbursing you for any unauthorized or incorrect transactions, the funds should be returned in approximately 45 – 60 days.
When you swipe or insert your prepaid card at a gas station pump, the gas station will place a pre-authorized hold of up to $125.00 USD or more on your card prior to you filling up.
The actual amount purchased will be processed on the card at a later time, but the initial hold may last for 8 days before being released, minus the amount of gas that was purchased.
During the time that the hold is in effect, the funds being held will be unavailable for you to use.
When the transaction settles, you will only be charged for the amount of gas purchased.
To avoid pre-authorized holds, we recommend pre-paying inside the gas station so you can specify the exact amount of gas you wish to purchase.
Some other merchants may have similar practices and even longer maximum pre-authorization timeframes:
In some cases, the merchant may be able to make an exception and release the pre-authorized hold earlier than the maximum allowed hold time.
If you would like to have the funds released earlier than the usual time frame, please follow the instructions below:
The merchant (hotels, cruise lines, car rental agencies) will need to fax a pre-authorization release letter to Hyperwallet Systems Inc. at +1 604 424-9926.
The letter will need to be sent directly from the merchant and will also need to be on company letterhead. The following information must be included for the authorization to be released:
If the pending authorization is from a car rental, the merchant will also need to supply a copy of the closed contract (showing that the car has been returned). If the pending authorization is from a hotel, the merchant will also need to supply a copy of the closed folio (showing check in/check out).
Mobile wallet apps allow you to securely store payment information like credit, debit, and prepaid card numbers on your mobile device.
Tokenization is a data security feature that replaces your real card number with an anonymous account “token” at the point of sale. When you make a purchase, the merchant uses this token – not your card number – to verify and process your payment.
Together, a mobile wallet with tokenization technology gives you a fast, safe, and convenient alternative to using your physical card when shopping in-store or online.
Are mobile wallets safe to use?
Yes. In fact, mobile wallets are more secure than physical cards. Using a mobile wallet reduces the risk of fraud by allowing you to take advantage of your device’s password and biometric authentication features like fingerprint and iris scanners. Tokenization provides the additional benefit of masking your card number so that even the merchant you’re paying is not able to see it.
Which cards are eligible?
USD prepaid cards issued by Pathward or The Bancorp Bank.
How do I keep my device and card details secure?
What’s the difference between Samsung Pay & Google Pay?
Google Pay uses Near Field Communication (NFC) technology to make contactless payments using your mobile device. This “tap to pay” service is limited to merchants with NFC-enabled payment terminals. In order to accept Google Pay for in-store purchases, merchants may be required to upgrade their payment terminals to accept devices with NFC capabilities.
Samsung Pay takes advantage of both NFC and Magnetic Secure Transmission (MST) technology. MST allows you to use the mobile wallet’s “tap to pay” functionality at almost any payment terminal in the world that accepts debit or credit cards.
How will mobile wallet transactions appear on my card statement?
All purchases processed on a mobile wallet will appear on your Pay Portal transaction history just like any other point-of-sale transaction.
How do I return an item purchased using a mobile wallet?
You'll need your store receipt, just like you would for any other purchase. If the merchant asks you to swipe or provide the original payment method so they can process a refund, simply hold the back of your phone up against the contactless payment terminal.
Can I use my mobile wallet to pay in-store internationally?
Yes. You can use your mobile wallet internationally almost anywhere contactless payments are accepted. Foreign exchange or other fees may apply. Please see your Cardholder Agreement for details.
I was sent a One-Time Passcode (OTP) when registering my card on a mobile wallet. What is this and why is it required?
To verify your identity and keep your card details secure, a one-time passcode is sent to you by text message when registering a payment method on your device. You will be prompted to enter this code during the registration process.
How do I learn more about Samsung Pay?
For more information, click here.
How do I learn more about Google Pay?
For more information, click here.
1. Tap on the Menu icon in the top-left corner.
2. Tap on History. The History screen will open.
3. Tap on a tab to view the 20 most recent transactions.
You can look up a transaction receipt from the transaction's Details screen. To open the Details screen, simply tap on a transaction in the Overview screen or History screen.
No. The app only works with existing accounts that you have created using the website.
To add a bank account, log in to https://www.myitworkspay.com from your browser.
To make a transfer from the mobile app:
The PassWallet/Passbook command from the app's menu lets you create a "pass" for a card balance synchronized with the It Works! Pay Portal Pay Portal server. You can then look up the card to see your current balance for the card in the default Passbook app for iOS devices, or the 3rd-party PassWallet app for Android devices.
To create a pass:
Currently the following languages are supported by the app – English, French, German and Spanish. If your device's current language is one of the four supported languages, the appropriate one will be automatically selected, else English will be used.
Contact us:
Email Support
Please login to It Works! Pay Portal and use the form provided under the Support section to send us your question. If you have issues logging in, please contact us by phone.
Telephone
Live customer service representatives are available for support:
English and Spanish: Monday – Friday 08:00 – 20:00 PST, Saturday & Sunday 08:00 – 17:00 PST
French and Mandarin Chinese: Monday - Friday 08:00 – 17:00 PST
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