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Frequently Asked Questions

General Questions
Q: WHAT IS SOLVEPAY?
A: SolvePay is an online payment processor through which you can pay for products/services online, as well as receive payments for products/services. This service is available to you by using just your full name and email address after you have registered with us. With a SolvePay account, you can run an online business, withdraw funds, make payouts and much more!
Q: CAN I USE SOLVEPAY TO PAY FOR PRODUCTS OR SERVICES ANYWHERE IN THE WORLD?
A: Yes, you can. SolvePay's Services allows you to transfer funds to any merchant, anywhere in the world, as long as they accept payments via SolvePay.
Q: IS THERE AN AGE LIMIT TO USING SOLVEPAY'S SERVICES?
A: Yes, there is. In order to register for a SolvePay account to gain access to our Service, you must be at least eighteen (18) years old.
Q: HOW DO I REQUEST A REFUND?
A: If you have made a payment for a particular product/service which you have not received or is not in the condition as stated by the Seller, you can request a refund from the Seller. SolvePay does not tolerate chargeback. You can request a refund by contacting the Seller directly and stating your case in detail (using pictures if necessary). If the Seller does not respond or refuses to issue a refund, then you are advised to contact the Dispute Resolution Chamber within 30 days of completion of the transaction. This can be done by sending an e-mail to DRC@SolvePay.com.
Q: IS THERE A LIMIT TO THE AMOUNT OF FUNDS I CAN ADD TO MY ACCOUNT?
A: As stated in our policy, SolvePay is not a bank and so we do not hold your funds. By attaching a card(s) to your account, you simply make the funds available on your card also available for use on SolvePay's platform. Therefore, there is no limit to the amount of funds attached to your SolvePay account. The only limit imposed by SolvePay is on the total transaction amount per month and this limit is determined by the type of account you hold.
Q: CAN I TRANSFER FUNDS FROM BANK ACCOUNT TO MY SOLVEPAY ACCOUNT?
A: No you cannot "transfer" funds to your SolvePay account from your bank account. What you can do however, is attach your bank account's credit or debit card to your SolvePay account so that the funds in your bank account can be available for you to use on SolvePay's platform.
Q: HOW DO I USE SOLVEPAY TO RECEIVE PAYMENTS FOR ITEMS SOLD ONLINE?
A: The first step to using SolvePay to receive payments for your products or services offered online is to register for a Secondary Services Account. Once verified, you will then have access to the selling tools you will need in order to start receiving payments through SolvePay's payment gateway. Your customers will be able to pay using any credit/debit card, from anywhere in the world.
Q: HOW DO I CHECK CURRENCY EXCHANGE FROM MY ACCOUNT?
A: You can conduct a currency conversation in the currency table located at the bottom of your Account Overview page. To convert your currency before you send funds out of your account, firstly enter the amount of funds you wish to send in your local currency, and then choose the local currency of the person you wish to send it to. The table will then tell you the exact amount that the receiver will get, in their local currency. If you wish to send a specific amount to a receiver e.g a Seller from another country, you can enter the amount in the receiver's currency and then convert it to your own currency to know exactly how much funds you will need to transfer in your local currency for the receiver to get the amount you wish to send to him/her.
Account Information
Q: HOW DO I ADD FUNDS TO MY SOLVEPAY ACCOUNT?
A: You can add funds to your SolvePay account by attaching either your debit or credit card to your SolvePay account. A maximum of three (3) cards can be attached to any account. The funds available on the attached card(s) is what will be available for you use on SolvePay.com.
Q: HOW DO I ISSUE A REFUND TO A BUYER?
A: To refund a transaction on your SolvePay account, simply do the following: 1. Log into your SolvePay account 2. Click on "View" and then "Detailed Transaction History" 3. Locate the transaction you wish to refund 4. Click on "Refund"
Q: WHAT TYPE OF ACCOUNT CAN I OPEN ON SOLVEPAY?
A: On SolvePay's platform, there are two types of accounts. These are Primary Services Account and Secondary Services Account. Primary Services Accounts are ideal for personal transactions, whereas Secondary Services Accounts are ideal for merchants wishing to conduct commercial transactions. Members are permitted to sign up for both types of accounts if desired, as long as verification can be completed for both.
Q: WHAT IS A PSA AND SSA ACCOUNT?
A: PSA - Primary Services Account. This is a personal account that can be used to pay for products/services online, anywhere in the world. SSA - Secondary Services Account. This account is can be used by Sellers , NGO's , Government agencies or anyone else wishing to conduct commercial transactions using SolvePay's services.
Q: HOW MANY CREDIT/DEBIT CARDS CAN I ADD TO MY ACCOUNT?
A: You can add a maximum of three (3) credit/debit cards to your account.
Q: HOW DO I CHANGE MY PASSWORD?
A: Here's how to change your password: 1. Log in to your Solvepay account 2. Click the greeting icon located at the top right of your account page 3. Click on "Edit Password" 4. Enter your old and new passwords and click Change Now. Here's how to change your security questions: 1. Log in to your SolvePay account. 2. Click the Profile icon next to "Log out." 3. Click the Security tab. 4. Click Edit next to "Security questions." 5. Select "Security questions" and click Edit. 6. Complete the information on the Security Measures page and click Submit
Q: HOW DO I USE SOLVEPAY TO RECEIVE COMMERCIAL PAYMENTS ONLINE?
A: You can use SolvePay to receive payments on your website by copying our API Payment form into your website. This tool is only available to Secondary Services Account holders, for commercial transactions. The API Payment form can be found on the Dashboard of a Secondary Services Account.
Account Security
Q: WHAT SECURITY PROTECTION IS AVAILABLE TO PROTECT MY INFORMATION?
A: Members' information is protected using SSL end to end encryption. This, in combination with the use of security questions and answers provide multiple levels of security to our members.
Q: HOW DO I KNOW IF AN E-MAIL IS FROM SOLVEPAY?
A: There are two ways in which you can verify whether any e-mail you receive from SolvePay is a legitimate e-mail from us: 1. Whenever SolvePay sends you an e-mail, we will always address you with both your FIRST and LAST NAME. (Example: Dear Mr. John Hope). 2. SolvePay will never request your password via an e-mail. If you have received any e-mail that does not address you by your FULL name, or you receive one that asks you for your password or answers to your security questions, please disregard or delete such e-mail since it is from a scammer, not from SolvePay.
Q: SECURITY QUESTIONS AND ANSWERS
A: When signing up with SolvePay for a new account, you are required to choose three questions from a list provided, and provide appropriate answers to these questions in order to complete your registration form. Please note that the answers you provide to your security questions will always be asked of you as a means of maintaining the security on your account and preventing any unauthorized login. Please remember that answers are case sensitive and must be written exactly as it is on your registration form. i.e. an answer that begins with a lower case letter cannot be typed in as an upper case letter and vice versa.
Q: HOW DO I CHANGE MY SECURITY QUESTIONS AND ANSWERS?
A: Here's how you can change your security questions and answers: 1. Log in to your SolvePay account 2. Click the greeting icon located at the top right of your account page 3. Click on "Edit Questions" 4. Complete the information on the Security Measures page and click Submit
Online Support
Q: HOW DO I REPORT A PROBLEM?
A: You can report a problem to SolvePay by simply clicking on the Complaint link located on your account's Dashboard.
Q: How do I get URGENT help?
A: In the event of an urgent situation where you need to speak to someone in SolvePay about your concerns, but are unable to sign in to your account for whatever reason, please contact us directly through our Contact form found at the top of SolvePay's website. You will be contacted within 24-48 hours to discuss your issue.
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