Frequently Asked Questions (FAQs)

Frequently Asked Questions (FAQs)

General Questions

Business / Partnership

Q: Do you have a restricted business list?

A: We impose restrictions for certain types of commerce mentioned in the Merchant Acceptance Policy.

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, integrator services 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 exchanger. 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 and 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: https://www.okpay.com/ (the exact spelling is critical).
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 the Video Tutorials if you would like to receive step-by-step instructions.

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?

A: 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. Please note: we do not accept ANY documents sent via email or fax.

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. If you are experiencing difficulties receiving SMS messages on your mobile phone at your current location please proceed with an SMS Delivery Troubleshooter or use the Voice Verification Service.

Q: When my account will be verified (I'm waiting for a long time)?

A: Once you provide all the documents and request verification of your account - the "OKPAY Account Verification" ticket will be automatically assigned to your account. Сheck OKPAY Account Verification for a new reply, comply with the requirements mentioned by OKPAY specialists and wait for your account approval.

Account Access / Password

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
We will call you and help you to restore account access. Please note the account restoration fee is applied in this case. We recommend you to use our updated login features to avoid such situations in the future.

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

A: 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.

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

A: To reset your password, you need to go to Lost Password Recovery 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: 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 the Wallets and Currencies section and right under your Wallet name you will find a Wallet ID.
OKPAY Wallet ID

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.

OKPAY Card

Q: When will I receive my OKPAY Card?

A: 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.

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

A: 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.

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. Upon completing these steps 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 should be used according to the OKPAY Card Fees. Once the requirements are met 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.

Q: How can I reissue my OKPAY Card?

A: 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.

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 a Wire Transfers option.

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 the Wallets and Currencies section and right under your Wallet name you will find a Wallet ID.
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 on the OKPAY account type page.

Financial / Transaction Related

Funding

Q: How do I fund my OKPAY account?

A: Please go to the Add Money page to view all possible ways of account top-up.

Q: When will I 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 identifier 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 a Wire Transfers option.

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 will I 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 identifier 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 incoming transfers.
Until your profile is Unverified, there is a monthly limit of €300.00 EUR for outgoing transfers (sending funds/payments). Once your account is Verified, monthly limits increases to €100,000.00 EUR. These limits can be lifted furthermore by mailing notarized copies of your documents to our office. In some cases we may assign your account a separate limit category, e.g. as stipulated in a promotional campaign, etc.

Q: Why was my payment not processed instantly?

A: 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 business days. If there is no problem with the payment - it is completed as soon as possible. We apologize for any inconvenience caused.

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. If your account is already verified and you current limits are exceeded, please contact support service to find out how to increase the limits.

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 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.

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 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.

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 the Business account type and complete appropriate verification procedures. To set up your business settings check 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 in the Developers section.

Q: How do I apply for a Business account?

A: In order to apply for a Business account, you should select Business account type. Appropriate settings can be found in your wallet properties. 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.