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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To log in to the Pay Portal:
Log in to your Pay Portal and click Legal at the bottom of the page to access a digital copy.
In most cases, your transaction history will be updated immediately after the card processor receives the transaction information.
Not all merchants may immediately submit their card transactions for processing. This may cause a delay in your transactions being displayed on the Pay Portal.
Some merchants may bill under a legal name which differs from their operating name or bill from a state / region that is different from where the purchase was made.
If you have questions about a transaction, please contact the merchant directly.
If you believe a prepaid card transaction has been posted to your account in error, a prepaid card dispute can be submitted to the issuing bank within 60 days of the date that the purchase appears on your transaction history.
If you suspect fraudulent activity, contact customer support immediately so the card can be disabled and replaced.
Please note the issuer of your prepaid card, which will be 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:
Pathward Visa/Mastercard 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 your dispute is received, we will investigate the discrepancy in question based off the information you have provided us; however, we may need to contact the merchant for more information about the disputed transaction(s).
If more information is needed, we may contact you by mail. We process disputes according to billing error procedures that are governed by federal law and outlined in your Cardholder Agreement.
When your investigation is completed, if we find that a discrepancy did occur, the funds should be returned to you within 45 - 60 days.
It means that the transaction is pending and has not been cleared by the merchant. Pending transactions are usually cleared shortly after a purchase is made.
These transactions cannot be disputed, however, the merchant may be able to settle the funds early if necessary documentation is submitted.
The merchant will need to fax a pre-authorization release letter to Hyperwallet Systems Inc. at +1 604-424-9926.
The early release letter must be on company letterhead and sent directly from the merchant with the following information included:
If the pre-authorized hold is from a vehicle rental, the merchant will need to provide a copy of the closed contract proving that the vehicle has been returned.
If the pre-authorized hold is from a hotel, the front-desk will need to provide a copy of the closed folio showing check in / out dates.
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.
You can obtain your bank information from your financial institution, a bank statement, or by referring to the details on the bottom of your checks.
In the United States and Canada, your account information will be displayed as shown on the sample checks below:
U.S. Accounts:
Canadian Accounts:
Payments and transfers go through various stages while being processed. Updates are noted on your Pay Portal to keep you apprised of your funds and when you can expect them.
Our goal is to send your funds to you as quickly as possible. However, once the transfer has cleared our systems, processing times can vary according to the receiving bank and any intermediary financial institutions involved in the transaction. Depending on your country and region, some transfers may take longer than others to be received.
Contact us:
For disputes with a claim amount or currency:
Relating to Baggage claims, please email: centralbaggageservices@westjet.com
Relating to WestJet Vacations claims, please email: guestexperience@westjetvacations.com
For all other claims, please email: guestrelations@westjet.com
Telephone
Live customer service representatives are available for support:
English: Mon – Fri 08:00 – 20:00*, Sat & Sun 08:00 – 17:00*
Spanish: Mon – Sun 08:00 – 17:00*
French and Mandarin Chinese: Mon - Fri 08:00 – 17:00*
*Please note all the hours mentioned above are in Pacific Time.
For inquiries on Prepaid Cards or how to claim your payment:
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