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 experience. OKPAY offers various opportunities of mutually beneficial cooperation and earnings.

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 receive a percentage of the fees collected which is deposited directly into your wallet. Please find the information on our Referral Bonus Program.

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 complete the Business Info section of your wallet properties and then register your service on the OKchanger.com monitoring platform.

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/ (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.

Account Assistance

Q: Where can I find OKPAY service fees?

A: Please find OKPAY Business as well as Personal Fees.

Verification

Q: I have provided required documents, how long does it take to get verified?

A: 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.

Q: I want to verify my 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 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. We do not accept any documents 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 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 proceed with a Voice Verification Service.

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

A: 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.

Q: Why do I have to provide additional documentation if my OKPAY account is already verified?

A: 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.

Q: What are the benefits of express verification service?

A: 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.

Account Access / Password

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

A: 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.

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: 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: How can I change my 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 the account, captcha check will be required. The purpose of Captcha is to prevent automated logins and password cracking by brute force.

Q: What are the benefits of using Auth Device for two-factor authentication?

A: 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.

Miscellaneous

Q: What is my 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 сard?

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 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. Upon completing verification you can start your OKPAY Card application.

Q: What are the card service fees?

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

Q: Can I order a card for another person?

A: Definitely! 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.

Q: How can I reissue my 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.

Q: Can I use MoneyPolo card in addition to my OKPAY Card?

A: Yes, sure! We do not impose any restrictions on the OKPAY Payment Card service - you can add and use as many cards as you wish. Feel free to withdraw funds to other cards even if you already have an OKPAY Card linked to your account. In order to send funds to your MoneyPolo Card, you need to top-up your MoneyPolo account in the OKPAY e-currency first.

Q: I did not receive my OKPAY Card, what should I do?

A: 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.

Q: Why is my card suspended?

A: 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.

OKPAY Wallets

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

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: Please find OKPAY Business as well as Personal Fees.

Q: What is my 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: How can I create additional wallets on my account?

A: In order to create additional wallets, proceed to the Wallets and Currencies section and click on the appropriate link to create a new wallet.

Account Type

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

A: OKPAY account type (Personal/Business) can be selected on the OKPAY account type page.

Q: Can I change account ownership type after I sign up?

A: 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.

Financial / Transaction Related

Q: Where can I find OKPAY service fees?

A: Please find OKPAY Business as well as Personal Fees.

Q: Can I cancel the completed transaction with OKPAY?

A: 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.

Q: What is the fee for the purchase in another currency than the currency of my wallet balance?

A: Please find the exchange rate on supported currencies with OKPAY Exchange Fees.

Q: What kind of cryptocurrencies do you support?

A: At the present moment we support bitcoin, litecoin and dogecoin. We do not plan to add new cryptocurrencies yet. However, please follow our news and social blogs to be aware of recent changes.

Funding

Q: How do I fund my 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. 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 payment setion 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).

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

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: 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.

Q: How can I fund my account if I am not verified yet?

A: 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.

Q: How long does it take to receive a wire transfer?

A: 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.

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. 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 payment setion 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).

Q: How to convert my funds back to cash?

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

Q: How can I withdraw funds from my account if I am not verified yet?

A: Please note that unverified accounts are only for demonstration purposes and have a very limited functionality. In order to withdraw funds from unverified account you can use the services of Third Party Exchange Providers.

Q: Why is my outgoing cash money transfer payment is held?

A: 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.

Sending Payment

Q: Is there a transactions limit?

A: There are no restrictions on the amount or number of incoming transfers. However, until your profile is Unverified - outgoing transfers (sending funds/payments) are limited to 300.00 EUR. Once your account is Verified you gain full access to the OKPAY features and outgoing monthly limits increase up 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 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.

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.

Q: What is the fee for the purchase in another currency than the currency of my wallet balance?

A: Please find the exchange rate on supported currencies with OKPAY Exchange Fees.

Receiving Payment

Q: Why is incoming bank wire transfer on hold?

A: 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.

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 (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.

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.

Q: How long does it take to receive a wire transfer?

A: 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.

Q: Can I accept credit card payments?

A: Yes. Credit card processing is now available to OKPAY corporate account owners! Payments processing fees.

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 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 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.

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.

Q: How do I apply for a Business account?

A: 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.

Q: Can I accept credit card payments?

A: Yes. Credit card processing is now available to OKPAY corporate account owners! Payments processing fees.

Q: How to apply for additional payment methods?

A: 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.