WePay’s FAQ
When will I receive my money?
The settlement amount typically appears in your bank account 1-3 days after the settlement is initiated. NOTE: You have the option to select if you wish to receive your funds daily, weekly or monthly.
How much money will I receive?
Your net balance as of 12am midnight PST will be sent to your bank account the next day.
Why isn't my balance fully available?
There are a few reasons your balance might not be fully available:
1. One or more payments have not been fully processed
2. Your bank account was not confirmed
3. There are reserves on the account
Why can't I see my payments?
Make sure you have selected the correct date range. If you request a report for which data is not yet available, the report will not generate to ensure that all data presented is accurate.
How do I get more details about a payment?
Each row is clickable and will lead you to a page with more details about the payment. You can also use the download button to save a CSV file to your computer with more information about each payment.
How do I see the payments report?
Use the "Back to Payments" button to go back to view the payments report.
Why can't I see my settlements?
Make sure you have selected the correct date range.
Why can't I download my settlement report?
Settlement reports are available for download about 6 hours after the settlement occurs.
What is a chargeback?
A chargeback is when a cardholder contacts their issuing financial institution to dispute a specific payment.
Can I challenge the chargeback?
Yes. Use the "Challenge" button in your email notification or on this page. When challenging a chargeback you must respond with evidence supporting your case within five business days.
What happens when a chargeback is issued?
The funds will be removed from your available balance.
Where did you obtain my contact information from?
When you signed up for an account with our WePay, the contact information that you provided was used to activate your account.
If I have more than one account, how do I view my other accounts?
A list of your accounts can be found on the top right side of the page. Use the drop down menu to move between your accounts.
Why can't I close my account?
You will not be able to close your account if you have any transactions pending to your account or if there are funds available for settlement or if there are any reserves on any of your payments.
What will happen if I close my account?
You will permanently lose access to your account and all of the information in it. Please make sure you have all of the information you need about the activity in the account before you close it. When you are ready, press the "Close Account" button. If you have multiple accounts, you will still be able to access those other active accounts.
Why do I need to add my bank account?
In order to receive the proceeds of your sales, you will need to provide your bank account information.
Where can I find my account number?
Your account number can be found at the top of your bank statement, on the front of your debit card, or along the bottom of your cheques.
What is a transfer period?
A transfer period is how often you'd like to be able to withdraw your money. You have a choice among:
Daily - end of every day
Weekly - Monday of every week
Monthly - 1st of the month
How do I reset my password?
To change your password use the "Edit" button and input your current password as well as your new password.
Do I need authentication if I have a strong password?
Yes, authentication can protect your account, even if your password is stolen, by adding a second level of protection.
What if my phone number changes?
Configure your new phone number to receive verification codes in the future by going into the "Authentication" tab.
What if a trusted computer or device was lost or stolen?
You should immediately login to your account from another computer, go to "Authentication" tab, find the appropriate device and "delete" it.
Help Center
Outline WePay challenges people encounter. How to navigate/overcome them.
Refund screen won’t let me do a full or partial refund:
This is usually due to the transaction(s) falling outside WePay’s 120 day transaction refund window. No worries here though, you can still refund by contacting WePay’s Customer Support team using this form: https://support.wepay.com/hc/en-us/requests/new
Please include the following details in the support ticket description:
WePay Transaction ID
Name of payer
Email address of payer
Date of payment
Total amount of payment
Full refund or partial amount to refund
Reason for refund
Transactions are failing to process using my WePay payment processor:
Please check the verification of your processor by logging into your online WePay account here: wepay.com/login. The status will be found under Security > Verfication.
WePay is holding account funds.
WePay is asking for additional information.
WePay has disabled my account.
Have you received any emails from WePay asking for any additional documents or information? Is your account verified? You can check your processor account’s verification status by logging into your online WePay account here: wepay.com/login. The status will be found under Security > Verfication.
How do I contact WePay?
You can contact WePay using this Support Form: https://support.wepay.com/hc/en-us/requests/new