FAQ

How do I log in?

• To login to your account, click the Log In button at the top right of any page on ProPay’s website. Enter your username and click continue. If this is your first time logging on your current internet browser, you will be prompted to answer your challenge questions. It will then ask for your password. Once you enter your password you will be logged into your account.

What if I forgot my password?

• On the ProPay website when you click “login” you first come to a screen where you enter your username (email address) then it brings you to a page to enter your password. If you don’t know your password, you can click on “forgot password” after you enter your username on the ProPay website.
• It will then prompt you to answer two security questions and enter your Social Security Number. If you have answered this information correctly you will be prompted to create a new password.
• If you don’t have any challenge questions set up, the system will lock your account and require you to call customer service to get your account unlocked. We can be reached at 866-573-0951 Monday – Friday 6:30 a.m – 7:00 p.m. MST.
• If you answer the challenge questions incorrectly but you enter your social security number 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.

Manual Verification of Identity to Activate Account

• ProPay is required by law to verify the identity of each new account holder. When our automated system is, for any reason, unable to complete this process our Verifications team must manually verify your information.
• You will receive an email from the Verifications team requesting additional information. This email will include a copy of the Verifications Form that will need to be physically signed and emailed back to us. You will also need to include a copy of your driver’s license (or any non- expired, government-issued photo ID) and a copy of a voided check with your current address or a copy of your Social Security card. Please return this information to [email protected].
• If you would like to verify that we received your information successfully, feel free to call customer service at 866-573-0951 and we can assist you. Once your information has been received please allow 1-3 business days for processing.

How do I see my Transaction History (reports)?

Logging in Online

• Log in to your ProPay account 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 for which you wish to view the report. Keep in mind that you can only view 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 for?

• 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.

Add your Bank Account on File

• If you do not currently have a bank account on file, Log into your ProPay account and click ‘Transfer funds‘ then you will receive a screen prompting you to provide this information by clicking on the ‘Add a Bank Account’ link.
• Enter your checking account information. All the information you need can be found on a check from that account. If you have questions, click on the “What is this” link for more information.

What about tax information?

• If you process over $20,000 in the year and you have over 200 transactions that year (you must fulfill both requirements) we are required to file a 1099K form for you with the IRS. When you log in at the beginning of the year you may be prompted to update or verify your business information. This will occur when we’ve attempted to run your information against the IRS database and the information doesn’t match. We will then ask you to update and verify your information so that we can file it with the correct information. You can find that document under View Reports –> Tax Information.
• If you do not fulfill those two requirements we will create an Annual Fee Summary for you to report how much you paid in fees each month of the year with ProPay. This will also be listed under View Reports–> Tax Information. You can use this report for your own tax purposes.