Frequently Asked Questions (FAQs)

Frequently Asked Questions (FAQs)

General Questions

Business / Partnership

Q: Do you have a restricted business list?

A: We impose no restrictions for particular types of commerce except that we do not tolerate anything related to child pornography, escort and pharmacy. We do not allow transactions related to investment programs and MLM projects without the distribution of physical goods.

Q: I would like to establish partnership relations with OKPAY

A: We are pleased to extend our cooperation and will be happy to provide you with the best possible service. OKPAY Company does offer online businesses an excellent 2-level referral program. You can get the most benefit from it. Please feel free to use our graphics and banners on your website. If you are seeking other areas of cooperation, e.g. e-currency exchange, or would like to engage cash deposits and withdrawals in your city, please let us know.

Q: Do you have an affiliate / partnership program?

A: Yes, we have a two-level partner 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 will receive a percentage of the fees collected which is deposited directly into your default account wallet. For more information please see a special section on our website.

Q: I would like to become OKPAY e-currency exchanger

A: We are pleased to hear that you wish to become OKPAY e-currency exhcnager. Please feel free to view our benefits and special conditions for e-currency exchangers and apply for exchanger partnership. We will review the provided information and add your website to OKPAY exchangers list.

Q: Where can I find my personal referral link?

A: Your personal referral link can be found on the Referral Bonus Program page.

Abuse / Phishing

Q: How do I know I am really on the OKPAY website?

A: Always check that the website name on the browser location bar begins with (the exact spelling is critical):
https://www.okpay.com
We do not use any other domain 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 to see if the SSL certificate is valid and matches the website.

Account Assistance

Q: Where can I find OKPAY service fees?

A: OKPAY Service fees can be found on the Service Fees page.

Verification

Q: I have uploaded the required documents, how long does it take to verify my account?

A: You need to click on the "Request Verification" button on the Verification page in order to submit your documents for approval or you can go with an "Express Verification" option. Your account will be verified as soon as possible. Normally we complete this procedure within several business days. Please do not contact support to expedite your verification.

Q: I want to verify my OKPAY account, what is the procedure?

A: In order to get your OKPAY account verified you need to complete all the required verification steps. Please refer to OKPAY verification guide if you are experiencing any sort of difficulties setting up your your account or verifying it.

Q: Why do I have to be Verified?

A: 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.

Q: Where can I upload documents to verify my OKPAY account (transaction)?

A: Depending on a document type:
·Proof of Address Documents should be uploaded into your OKPAY account Profile » Addresses section;
·Proof of ID and other General Documents should be uploaded into your OKPAY account Profile » General Information section.
Please note: we do not accept ANY documents sent via skype or attached in email. Thank you for understanding.

Q: How can I verify my mobile phone number?

A: First of all you need to add your cell phone number to your OKPAY account Profile » Phones section. Click on the Send Validation Code button. Complete verification by entering a code (Enter code button).
If you are experiencing difficulties receiving SMS messages on your mobile phone at your current location proceed with an SMS Delivery Troubleshooter.

Account Access / Password

Q: Why am I asked for a "Security Code" to access my account?

A: OKPAY security system detected unauthorize access to your account from another country/computer. You will receive a security PIN code to your email address that you need to insert in that box to continue (check you mail inbox and junk/spam mail folder if you did not receive the message). This measure is set by default to prevent any unauthorize access and further activities in your account.

Q: I can not receive SMS PIN to access my account

A: First of all try requesting the 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.
Click on the next link to get the idea of how it looks like: photo ID
Your PIN security settings will be switched to email and you will be able to login.
We recommend you to use our updated login features to avoid such situations in the future.

Q: I have forgotten my password, what can I do?

A: To reset your password, you need to go to this page and follow the instructions.

Q: How can I change my OKPAY login email?

A: 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".

Q: Why do I see a picture with random letters and numbers (Captcha)?

A: 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 his or her account, they will see a Captcha and have to reproduce its letters and digits correctly to log in. The purpose of Captcha is to prevent automated logons and password cracking by brute force.

Miscellaneous

Q: Can I have multiple accounts?

A: 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.

Q: What is my OKPAY account ID?

A: 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 a Wallets and Currencies section and right under your Wallet name you will find a Wallet ID.
Click on the link below to get the idea of how it looks like:
OKPAY Wallet ID

OKPAY Card

Q: When I will receive my OKPAY Card?

A: It can 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.

Q: Why do I have -10$ balance on my OKPAY Card?

A: 10$ security deposit will be automatically put on hold from OKPAY Card balance. This amount will be deducted at the moment of the first deposit and paid back by the time the card expires.

Q: How can I get OKPAY Card?

A: In order to apply for OKPAY Card you need to verify your account and a mobile phone number.
Feel free to use our free SMS Service to verify your mobile phone number: add a mobile phone number and click on the “Send Validation Code” button to send SMS with a code to your cell. Please note that you can only use that service for the mobile phones only and that your cell phone carrier supports SMS feature. Upon receiving a code click on the "Enter Code" button to enter it.
Or you can go with a Voice Verification option, don't forget to write down your Phone password that you will need to be ready to provide when OKPAY agent will call you.
After verifying your phone number you can start your OKPAY Card application.

Q: What are the OKPAY Card service fees?

A: OKPAY Card fees and limits can be found on the Service Fees page.

Q: How can I increase my OKPAY Card operations limits?

A: To raise up the limits your card turnover need to be close to the current limits you have. Create a support ticket to contact us. We do review the requests on a case by case basis and increase velocities (transaction limits) as required. You may be requested to provide us with the notarized copies of your ID and proof of address documents, sent by the post mail or courier service.

OKPAY Wallets

Q: Where can I find my OKPAY account banking details?

A: Login to your OKPAY account and on the Add Money page proceed with Wire Transfers.

Q: Where can I find OKPAY service fees?

A: OKPAY Service fees can be found on the Service Fees page.

Q: What is my OKPAY account ID?

A: 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 a Wallets and Currencies section and right under your Wallet name you will find a Wallet ID.
Click on the link below to get the idea of how it looks like:
OKPAY Wallet ID

Account Type

Q: How can I select an OKPAY account type (Personal/Business)?

A: OKPAY account type (Personal/Business) can be selected in your OKPAY Profile » Wallet and Currencies section (select wallet) » Merchant tab.

Financial / Transaction Related

Funding

Q: How do I fund my OKPAY account?

A: Please go to Funding / Withdrawal Options page to view all possible ways to deposit and withdraw funds.

Q: When I will receive my wire transfer?

A: It can take up to 3-7 business days to receive an international wire transfer. If the incoming wire has not been received - most likely you specified incorrect banking details with your transfer. One of the main reasons is that Reference/Details of payment containing your unique account identified has not been specified with the transfer. But there is nothing to worry about. Create a support 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 will not be able to find a transfer - sender will need to provide a "SWIFT confirmation" requested at the sender bank.

Q: Where can I find my OKPAY account banking details?

A: Login to your OKPAY account and on the Add Money page proceed with Wire Transfers.

Q: Why is incoming bank wire transfer on hold?

A: Incoming wire transfers are automatically funded in a hold status because of security reasons. As soon as the transfer is cleared and confirmed operation status will change to completed. Just allow some time for Financial Department to complete the operation. In some cases be ready to provide a bank wire trasnfer receipt or the most recent bank account statement.

Withdrawal

Q: When I will receive my wire transfer?

A: It can take up to 3-7 business days to receive an international wire transfer. If the incoming wire has not been received - most likely you specified incorrect banking details with your transfer. One of the main reasons is that Reference/Details of payment containing your unique account identified has not been specified with the transfer. But there is nothing to worry about. Create a support 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 will not be able to find a transfer - sender will need to provide a "SWIFT confirmation" requested at the sender bank.

Q: How to convert my funds back to cash?

A: Please go to Withdrawal page to view all possible ways to withdraw funds.

Sending Payment

Q: Is there a transaction limit?

A: There are no restrictions on all incoming transfers.
Until your profile is Unverified, there is a monthly limit of €300.00 EUR for outgoing transfers (send/withdraw).
Once your account will be Verified monthly limits will be increased to €100,000.00 EUR.

These limits can be lifted furthermore by mailing notarized copies of your documents to our office:
OKPAY CY LTD. 22 Georgiou Griva Digheni Street, Limassol, 3106, Cyprus.

In addition, in some cases we may assign your account a separate limit category, e.g. as stipulated in a promotional campaign, etc.

Q: Why do I see the message "You have exceeded your monthly operations limit"?

A: Please complete your account Verification by uploading photocopies of your documents. Then click on the Request Verification button to submit your request. Your limits will be increased after we will review your account.

Q: Why my payment was not processed instantly?

A: Some of the payment operations (withdrawals via an exchanger) are monitored and processed manually within business days. If there is no problem the payment will be completed and your exchange operation will be processed soon.

Receiving Payment

Q: Why is incoming bank wire transfer on hold?

A: Incoming wire transfers are automatically funded in a hold status because of security reasons. As soon as the transfer is cleared and confirmed operation status will change to completed. Just allow some time for Financial Department to complete the operation. In some cases be ready to provide a bank wire trasnfer receipt or the most recent bank account statement.

Q: Someone claims to have sent a payment to me but funds do not appear in my account. When will I receive the payment?

A: Please note that all payments and internal transfers in OKPAY system are instantaneous. Every time the payment is made a unique Transaction ID is generated and is displayed in your operations history. You can ask for the Transaction ID as proof of the sent payment or a transfer. Upon receiving Transaction ID please check your account history (balance) as well. Please note, that if Sender refuses to provide you with the Transcation ID or gives you with the fake one - most likely, the payment was never made.

Q: How can I issue a Refund for my client?

A: 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.

Merchant / Technical Questions

API/SCI and Technical Questions

Q: What do I do if I have a technical problem?

A: Please refer to Support Desk to create a ticket. Select the appropriate department and submit your request (paste the error messages into the message box). We will look into your issue and respond as soon as possible.

Q: How do I get integration tools?

A: Please refer to the Developers section for the 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

Q: How can I start accepting OKPAY payments on my website?

A: Sign Up for OKPAY, select an account type based on the ownership and complete appropriate verification procedures.
Then enable Merchant Account Services in your Wallet Preferences.
Experiencing difficulties? - Refer to OKPAY Manuals & Guides for additional information and instructions.
Before you start OKPAY integration it is recommended to study the Comprehensive Manual. Additional information can be found on the Developers section.

Q: How do I apply for a Merchant account?

A: In order to become a merchant you need to select a Business account type. Open your wallet properties and locate the "Business info", "Payment preferences", "Payment methods", "Business practice" and "Integration" tabs. Complete the required steps and setup your preferences according with your business model. Additional integration information can be found in the Developers section.

Q: How can I issue a Refund for my client?

A: 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.