Frequently Asked Questions (FAQs)

Account Assistance

Account

Always check that the website name on the browser location bar begins with https://www.okpay.com/ (we use only okpay.com subdomain names). Viruses can be delivered to your computer by just connecting to a web page with the help of a vulnerable web browser. Click on the padlock icon (on the left from the web address) to see if the SSL certificate is valid and matches the website.
No, you should create additional wallets rather than open a new account. This will have the same effect in terms of new possibilities, for example, to separate two independent businesses.
Unfortunately, the user can not change the account ownership type from Corporate to Personal or vise versa. However, please feel free to contact our Support Service for further assistance.

Complaints Handling

You must notify us if You believe there has been or will be an error, unauthorized transaction, misappropriated or unauthorized use of Your Payment Instrument or You Account, by contacting our Support Service online via the Contact Us page by logging into the Secure Area of your Account. You must give us all the information in Your possession as to the circumstances of any errors, unauthorized transactions and/or misappropriated or unauthorized use of Your Payment Instrument or Account and take all reasonable steps requested to assist us in our investigation. We may provide third parties with information the Company considers relevant in such circumstances in accordance with our Privacy Policy.
If You have a complaint to make about OKPAY, You may choose to escalate it by reviewing our Complaints Policy.
You shall be entitled to a refund of the full amount of any payment transaction authorized by You and initiated by or through a merchant or other third party, provided the conditions applicable to a refund according to the accepted Terms of Service have been met.
Contact OKPAY First. If a dispute arises between us, our goal is to learn about and address Your concerns and, if we are unable to do so to Your satisfaction, to provide You with a neutral and cost effective means of resolving the dispute quickly. Disputes between us regarding our Services may be reported to Support Service online via the Contact Us page at any time and by logging into the Secure Area of your Account.
It is very important that You immediately notify us if You have reason to believe any of the following activities have occurred: (i) there has been an unauthorized transaction sent from Your Account; (ii) there has been unauthorized access to Your Account; (iii) Your password or PIN has been compromised; (iv) any device You have used to access the Services has been lost, stolen or deactivated, or (v) someone has transferred or may have transferred money from Your Account without Your permission (this includes where You link Your Account with a third party platform (including a site or app), to make payments directly from that platform, but a payment was made from Your Account for a transaction via that platform that You did not make) (collectively called “Improper Account Access”). You must also immediately notify the Company if You have reason to believe that any other error has occurred on Your Accounts. In order for You to notify us immediately of any of the above events, we strongly recommend that You monitor Your Account closely on a regular basis.
We will advise You of the results of our investigation within twenty (20) Business Days after we receive a notice from You. If we has made an error, we will correct it promptly. If we need more time, however, we may take up to sixty (60) Days to investigate Your complaint or question. If we decides that it needs more time, it will provisionally re-credit the Your Account for the amount we think is in error within ten (10) Business Days after we receive a notice from You; so that You will have use of the E-money during the time it takes us to complete its investigation.
At the end of investigation, we will advise You of the results within three (3) Business Days. If we determine that there was no error, we will send You a written explanation and it may debit any provisional credit that it previously credited to You in relation to the alleged error. You may ask for copies of the documents that we used in our investigation.
Where we believe in our reasonable opinion that further investigation is required to ascertain more clearly the circumstances surrounding the reported Improper Account Access, we will follow the same process as set out above for such investigation.
If we discover a processing error, we will rectify the error. If the error resulted in Your receiving less money than You were entitled to, OKPAY will credit Your Account for the difference. If the error results in Your receiving more money than You were entitled to, OKPAY may debit the extra funds from Your Account. If a payment was made to Your Funding Source by way of mistake, OKPAY may correct the mistake by debiting or crediting (as the case may be) Your appropriate Funding Source(s). If the error resulted in our not completing a transaction on time or in the correct amount, we will be liable to refund any amount as a result of carrying out a defective or non-executed payment transaction and for Your losses or damages directly and reasonably foreseeably caused by this failure, unless:
  • through no fault of us, You did not have enough available funds to complete the transaction,
  • OKPAY`s system was not working properly and You knew about the breakdown when You started the transaction, or
  • circumstances beyond our control (such as fire or flood or loss of Internet connection) prevented the transaction, despite our reasonable precautions.
We will not seek to hold You liable for any unauthorized use of Your Accounts by any person provided that we are satisfied that You have not acted deliberately so as to enable any third person to gain access to Your OKPAY ID and/or password/PIN or to Your device while You are logged into the Services. We will hold You liable for unauthorized use of Your Account if we have evidence that suggests: You acted deliberately so as to enable any third person to gain access to Your OKPAY ID and/or password/PIN; You acted fraudulently; or You have with intent or gross negligence failed to comply with Your obligations to use Your Payment Instrument in the manner set out in the accepted Terms of Service.
We will not be held liable for the non-execution or defective execution of a payment transaction if You have failed to notify us of such an incorrectly executed payment transaction without undue delay, or in any event no later than within 13 months after the debit date, on becoming aware of such incorrectly executed payment transaction.
If You report that there has been an Improper Account Access related to Your Account, and there is no evidence to suggest fraud or deliberate or grossly negligent behavior by You, we will reimburse You in full for all unauthorized transactions sent from Your Account provided that You have informed us of the Improper Account Access without undue delay and in any event, no later than 13 months after the first Improper Account Access transaction was executed.

OKPAY Card

Upon approving your OKPAY Card request it is transferred to the card issuer bank. It can take up to 1-2 weeks to process your card order, depending on the bank workload. Please note that the shipping time for a post mail delivery varies, courier delivery can take up to 5 business days.
In order to apply for OKPAY Card you need to verify your account. Upon completing verification you can start your OKPAY Card application.
According to the OKPAY Card Fees 10$ security deposit is deducted at the moment of the first deposit and is held as a card account closure fee. If a client desires to order another card after the old one expires - this amount can be returned to the new card account upon contacting Support Service.
OKPAY Card fees and limits can be found on the OKPAY Card page.
After your current card expires you need to complete same OKPAY Card application. Please prepare valid documents and make sure they met the requirements. Your previous card balance, as well as a $10 security deposit, can be transferred to the new card after filling out necessary applications. For additional information please contact us via Support Service.
Sure! You can pay for the card order for your recipients by using the OKPAY Card Pre-Order feature. Once the recipient has completed the required verification procedures, the card will be issued and sent at no additional cost. It can be used anywhere in the world - wherever MasterCard is accepted.
Once your OKPAY card request is approved the application is transferred to the bank. Usually it takes about 1-2 weeks for the bank to issue the card. Then the card is sent to you via the chosen delivery method. If you did not receive the card after 2 months of the approval date please contact us via Support Desk.
If the card remains inactive for 180 consecutive days - card issuer applies a monthly dormancy fee which is not charged in full if this would render the balance negative. That is why the card service may become suspended. Please contact us via Support Desk to restore your card.

Verification

Sorry for the inconvenience, but we have to implement security measures to allow the transfer of your funds over certain limits. This is absolutely essential due to numerous cases of Internet fraud and the targeting of this industry by thieves and organized crime gangs. We have to deal with auction fraud, identity theft and phishing all the time and, because digital currency is non-refundable, it is near impossible to retrieve stolen funds after a crime has taken place.
Once you enter all the information in your profile and upload supporting documentation, double check everything and make sure your documents meet the verification requirements. Then you need to Request Verification on the Verification page in order to place your request in the queue, additionally you can always go with the Express Verification option. Your request will be reviewed according with the regular or express queue position (within business hours). Please keep track on the verification request via support desk and provide corrections/additions to your profile information once asked to (use the automatically created verification ticket to communicate). We kindly ask you to avoid creating another support request to expedite your verification as it will only result in a delay in responding.
Depending on the document type, proceed to the appropriate section on the Verification page and upload your documents. Update your personal information if needed in accordance with the documents you upload. We do not accept any documents via email or fax.
First of all you need to add your cell phone number to your OKPAY Profile » Phones section. Complete verification by entering a code. If you are experiencing difficulties receiving SMS messages on your mobile phone at your current location please click on Verify your phone.
In order to get your OKPAY account verified you need to complete all the required verification steps. Please refer to the Video Tutorials if you would like to receive step-by-step instructions.
Please make sure your verification request is submitted by checking if the automatic verification ticket is assigned to your profile. Login to the support desk and check OKPAY Account Verification and/or OKPAY Address Verification tickets for new messages, comply with the requirements mentioned by our specialists and add your reply. This way you ensure yourself a smooth verification process.
According with OKPAY Legal Agreements we have to request additional confirmation documents on a regular basis as well as in certain cases of financial activity.
Express verification is a paid service which guarantees that your verification request will be review in the express queue (within our business hours). Please note that by ordering this service you still need to meet all the verification requirements.

Financial / Transaction Related

Unfortunately, completed transactions can not be cancelled or reversed. However, if your outgoing payment is in the "hold" status (also sometimes possible with "pending" status) - that means the transaction has not been processed yet and can be reversed. Please contact our Support Service for further assistance..

Funding

Please go to the Add Money page to view all possible ways of account top-up.
It can take up to 3-7 business days to receive an international wire transfer. Also, the bank transfer can not be credited due to the fact that the sender specified incorrect or incomplete banking details (one of the main reasons is that Reference/Details of the payment section containing unique account identifier has not been specified). There's nothing to worry about as the funds cannot be lost in any way. Submit a Request and include the following information: sender beneficiary name, exact date of the transfer, exact amount and currency, account number you sent money to, receiver beneficiary name and comment included with your transfer. Be ready to provide a scanned wire transfer receipt requested at the sender bank. We will use this information to find your payment among all unidentified transfers. In very rare cases, if we won't be able to find a transfer, - sender will need to provide a SWIFT confirmation (requested at the sender bank).
Please note that unverified accounts are only for demonstration purposes and have a very limited functionality. In order to fund an unverified account, you can use the services of Third Party Exchange Providers.
Depending on the sender country it can take from 2-5 business days to receive a bank wire transfer on our bank accounts. After that please allow 1-2 business days for it to be processed and funded directly to your OKPAY account. Make sure to double check the banking details and include the payment reference before sending a wire to ensure a smooth transaction experience and save time on processing.

Receiving Payment

The very first incoming wire transfer is funded in the hold status because of security reasons. As soon as the transfer is cleared and confirmed, operation status will change to completed. In some cases be ready to provide a bank wire trasnfer receipt or the most recent bank account statement.
Please note that all payments and internal transfers (OKPAY e-currency transfers) are instantaneous. Every time the payment is made a unique OKPAY transaction ID is generated and is displayed in your operations history. You can ask for the OKPAY transaction ID as proof of the sent payment or a transfer. Upon receiving OKPAY transaction ID please check your account history (balance) as well. Please note that if Sender refuses to provide you with the OKPAY transaction ID or gives you the fake one - most likely the payment was never made.
Login to your OKPAY account, find the transaction you want to refund on the My Account overview page. Find the amount you received and use the Send Money option to return funds to the client by using email address or OKPAY Wallet ID.

Sending Payment

Please complete your account Verification by uploading photocopies of your documents. If your account is already verified and you current limits are exceeded, please contact Support Service to find out how to increase the limits.
Due to security reasons in order to prevent unauthorized operations some of the payment methods (withdrawals via an exchanger) are monitored and processed manually within hours. If there is no problem with the payment - it is completed as soon as possible. We apologize for any inconvenience caused but we take security very seriously at OKPAY.

Withdrawal

Please go to Withdrawal page to view all possible ways to withdraw funds.
Please note that unverified accounts are only for demonstration purposes and have a very limited functionality. In order to withdraw funds from an unverified account you can use the services of Third Party Exchange Providers.
In accordance with the required financial declaration all outgoing cash money transfers are processed and reviewed manually. Once the transaction and declaration are reviewed by our financial specialists, the "hold" status is removed.

General Questions

Account Access / Password

To reset your password, you need to go to the Password Recovery page and follow the instructions.
A Captcha is a randomly generated image that displays a series of letters or digits. If a user enters invalid credentials several times while trying to login to the account, captcha check will be required. The purpose of Captcha is to prevent automated logins and password cracking by brute force.
In order to manage your email address settings go to your Profile » Emails page. Add new email address, verify it and click on the "house" icon to make this address default.
OKPAY security system detected access to your account from another country. You will receive a security PIN code to your email address that you need to enter to continue (check you mail inbox and junk/spam mail folder if you did not find the message). This measure is set by default to prevent any unauthorized access and further activities in your account.
First of all try requesting PIN again and wait for the code to arrive at least for 10-15 minutes. If the code is not received again you need to take a picture of yourself holding your identification document and attach it to your support request (sample of the photo ID). We will call you and help you to restore account access. Please note that 10 EUR account restoration fee is applied in this case. We strongly recommend using the PIN Generated by Auth Device option to avoid such situations in the future.
This is definitely the most secure and stable method of two-factor authentication. You are not dependent on the cellular network to receive SMS codes or your email address which can be compromised. Your cell phone is always at hand which allows you to access your OKPAY account hassle-free at any time and any place of the world.

Business / Partnership

Yes, we have a multilevel referral program. In fact, if you already have an OKPAY account, you are all ready to start. Every time a member in your downline makes a transfer, you receive a percentage of the fees collected which is deposited directly into your wallet. Click on the following link to find more information about our Referral Bonus Program.
We impose restrictions for certain types of commerce mentioned in our Terms of Business.
We are pleased to extend our cooperation and will be happy to provide you with the best possible experience. OKPAY offers various opportunities of mutually beneficial cooperation and earnings.
Your personal referral link can be found on the Referral and Bonus Program page.

Merchant / Technical Questions

API/SCI and Technical Questions

Please refer to Support Desk to create a ticket. Select the appropriate department and submit your request by pasting the error messages into the message box and attaching a screenshot(s). We will look into your issue and respond as soon as possible.
Please refer to the Developers section for detailed information. Samples for different programming languages are also available. You can find the common payment links and button solutions in the Comprehensive Manual.

Merchant Services

Sign Up for your free OKPAY account, select the Business account type and complete appropriate verification procedures. To set up your business settings check your Wallet Properties. Before you start OKPAY integration, it is recommended to study the manuals and guides of the Developer Center.
Make sure to select a Business account type. Merchant settings can be found in your Wallet Properties: Business info, Payment preferences, Payment methods, Business practice and Integration tabs. Setup merchant preferences according with your business model. Additional integration information can be found in the Developers section.
Yes. Credit card processing is now available to OKPAY corporate account owners. Payments processing fees.
If you have already verified your account, completed "Business Info" section of your wallet as well as integrated OKPAY payment services, you can start requesting additional payment methods. Open the "Payment Methods" tab of your wallet properties and apply for required payment instruments. Upon reviewing of your website and business model OKPAY financial specialists will make a decision on additional payment methods activation.

OKPAY Wallets

Wallet Management

Login to your OKPAY account and on the Add Money page proceed with a Wire Transfers option.
Your OKPAY account ID is the email address you are currently using to access your account. Also each of your individual eWallets has its own identification numbers which look like OK123456789. To find your Wallet ID, login to your OKPAY account. In the left panel locate the Wallets and Currencies section and right under your Wallet name you will find a Wallet ID.
OKPAY Wallet ID
In order to create additional wallets, proceed to the Wallets and Currencies section and click on the appropriate link to create a new wallet.