• FAQ’S

    Frequently asked questions

FAQ

How can I verify my 2Pay4You Account?

Please upload a true colour copy of the photo ID page of your passport or a copy of front and back of your national ID card, your government issued document shall be at least valid for more months.

We also need an address verification document which is not older than 3 months from the sign-up date. This has to be an official bill eg. electricity, gas, water or telephone.

Why are my ID documents not accepted?

There could be several reasons why 2Pay4You doesn't accept some ID documents.

  1. The uploaded document is not an official Government issued ID Card or Passport 
  2. The uploaded document is unclear or not readable or not a colour copy 
  3. The uploaded ID document is expired  or expires within the next 6 months
  4. Your Address verification document doesn't show the same name and address by which you registered on 2Pay4You or is older than 3 months.
Where can I find my TRN?
After you registered and successfully uploaded your documents, you need to make an initial deposit order, 2Pay4You will send you an email with your TRN which you need to write as reference on your transfer to be able to add funds to your account or for chasing your transactions should there be any issue. Also for every transaction you initiate a new TRN will be generated and send to you by email.
Where can I find my IBAN account number?

When you log into your account you will see your IBAN account details together with the Swift and bank address.

How do I send funds from my account to another 2Pay4You account holder?
In your online account please click on “E-Account” and choose the option “2Pay4You Client to Client Transfer”. Please make sure you got the correct Account number of the 2Pay4You account holder, otherwise your funds might be sent to another account holder which cannot be undone.
How do I make a withdrawal to my bank account?
In your online account please click on "Online Banking" and choose the option “Withdrawals", choose your preferred withdrawal option and fill in the relevant form. When your withdrawal is processed successfully you will get a notification email from our side.
How do I change my password?

If you forgot your password or want to change it, you can reset it easily by following these steps:

1. When you click on “Client Login” you will see at the bottom of the login field “Recover my Password“. Please fill in your email address of your 2Pay4You account and we will send you a new Password by email.

2. For safety reasons you need to change this new password. To do so, you need to click “client login” again, enter your email address and the new password we sent to you. Your online account will open, please click on “Profile“ and scroll down to “Password Login” and fill in a new password, click on “Update Password”.

3. Keep your password safe.

How do I change my account information?

Your ID information like name and phone number need to be changed by our Compliance Team. Just contact the support team via live chat or send an email with your new ID documents and the compliance team will make sure to change your details after verification. You can change your address information yourself, please make sure to upload a new utility bill. Every few months we are doing routine checks on utility bills and are asking our clients to keep us updated about address changes.

I have not received my deposit yet. What should I do?
Don't forget to write the TRN of your deposit in the transfer details when making the payment. If after 3 days the funds are not in your account please contact our Support Team. To make help them find your transaction, please keep your transfer confirmation of your Bank along with the TRN with you. Our Team will then investigate and will get back to you within 24-48 hrs by email.
How to make a deposit?
After you logged into your account, click on “Online Banking” and choose the option “Deposit“. Choose your preferred deposit method and fill all blank fields. Then click “Submit”. You will then be asked to enter your transaction Pin and click “Complete Verification Process”.
I forgot my transaction PIN? How can I get a new one?

If you forgot your transaction PIN, please contact our support team and they will guide you through the process.

Do you have a live chat for your customers?
Yes, we do. When you need help you find our Live-Chat Logo on the right side of your screen. Our Live-Chat is available 24/7.