Payoneer

• Updating bank details on Payoneer
• Self-served "Confirmation of Transfer" statements
• Registering

Updating bank details on Payoneer

In order to change your bank details, you will need to reach out to the Payoneer support team. Be prepared to provide them with a reason for the requested change along with a bank statement, voided check, or a screenshot to your online bank account with all relevant banking details.

Once you provide the needed information and documentation, their customer care team will update your bank account details.

Please note: You may be restricted from inputting special characters (like: '.', '*', '/', '#' etc...) during registration. Should this be the case, please continue and complete the registration as requested. Once complete, please contact the Payoneer customer care, submit a copy of your most recent bank statement, and request (without the special characters) to update your bank details so that they match those in the provided document.

Click here to contact their customer service. You may also refer to the Payoneer FAQ

Self-served "Confirmation of Transfer" statements

If you need a simple confirmation of transfer, you can find the self-served Confirmation Statementfor payouts to bank transfers, now available to you on the “My Account” tab.

You can view the Payout transaction to your bank account, and a confirmation statement for that transaction is available for download:

1. Click on the transaction to view its details:
   
2. In the Transaction Details, you may click on “Get confirmation” and download the statement:
   

Here's an example of the statement:

For more information, you may refer to the Payoneer FAQ or contact their costumer service here.

Registering

Here's how the payment process through Payoneer works:

1. First of all, you must log into your Believe Backstage as usual, and follow the steps detailed in the Payoneer section of the article Updating your payment information.
2. After being redirected to Payoneer, you will be invited to follow the Payoneer Registration Process (detailed below).
3. Once your account is validated you will be able to receive your payments.

Payoneer Registration Process

1. Getting started

For the first step of registration, you will need to fill out the main information regarding your status (company or individual). Note that some values will be will be automatically set to match the one registered in Believe's database (your status and the legal representative's first & last name). You won't be able to change this information, if you notice an error on these fields please contact your Label Manager.

Fill out all of the fields that follow (email address, date of birth) as prompted. Note that the email address which you submit will become your Payoneer username, to which you will receive all communications related to your payments and Payoneer account. Also keep in mind that the information provided will be scanned and reviewed by Payoneer, and you may be prompted to provide additional documentation for verification.

2. Contact Details

For the second step of registration, you will need to complete your contact details. If registering as an individual, you will need to input your personal phone number and e-mail address. If registering as a company, you will need to input the address at which your company is incorporated, along with your business phone number.

3. Security Details

For the third step of registration, you will be prompted to choose your password and security question for user verification.

4. Final Steps

The final step of registration will require you to submit your banking details.

Please note that if your bank account holder name does not match the registration name provided on the step one, you will be asked for additional documents, which may prolong the onboarding process.

The fields will adapt automatically according to your selected banking country and currency of choice to accommodate the requirements of our local banking partners. Believe will automatically send your payment in the currency that is written in your contract. When registering to Payoneer, you must confirm the currency in which you wish to receive your payment*. If applicable, Payoneer will provide an exchange service for a fee.

Please ensure that ALL details shared are accurate and up to date. Incorrect bank details will result in failed transfers.**

Once you’ve submitted all of the above, Payoneer will proceed to verify your account information. It can take up to 2 business days to approve your account if all information received is accurate. If it isn’t, you will be contacted by Payoneer asking for additional documentation, like a copy of your ID or a bank statement, in order to verify and approve your account.

Until your application is approved by Payoneer, the payment button on your Backstage will remain locked: 

* Note that you must possess a bank account in the currency in which you choose to get paid

** Customers in Brazil will be requested to provide additional information (such as an invoice, receipt, contract, purchase agreement, etc.) to our provider ahead of payment. This is done in order to align with the country’s regulations. Under such circumstances, you will be contacted via phone call or email. Payments will only be released following the submission of the required documents.

Checking the payment status

Payoneer notifies you by e-mail of the progress of your payment. You may also check on your payment status in your Payoneer account by launching the "Activity" menu and then clicking on "Transactions".

These are the different payment statuses you may encounter:

Transferred	Pending	Cancelled
The payment was successfully issued to the registered bank account.	Two scenarios are possible: The payment request was transferred to Payoneer and is pending to be initiated within 1 business day. The payment was issued to the registered bank account but returned to Payoneer due to incorrect bank details. The funds will remain pending in their system until you provide your most recent, accurate bank details.	The payment was cancelled after being issued to the registered bank account but returned due to incorrect bank details. In this case: After multiple attempts by the Payoneer Customer Care team to reach out to you for your correct bank details, the payment will be cancelled, and the funds will remain pending in their system until you provide your accurate bank details. After you provide your updated bank details, the payment will be transferred to the new (confirmed) bank account.

To learn how to view your transaction history as well as your payments statuses on Payoneer, watch the video below:

For more information on this, please refer to the Payoneer FAQ or contact Payoneer Customer Service.

Contacting Payoneer

If you're having any issues with your Payoneer account, you should contact them directly. The Payoneer Customer Care team is available through this link via email, live chat and phone calls. 

They’re available 24/24 and 7 days a week.

Their team supports these nine languages: English, French, Spanish, Russian, Chinese, Japanese, Arabic, Vietnamese, Korean. More languages are available when using the following:

"Contact us" form	Phone lines	Live chats	Email
English, French, Spanish, Russian, Chinese, Japanese, Arabic, Vietnamese, Korean, German, Danish, Greek, Hungarian, Italian, Malay, Polish, Portuguese, Turkish, Indonesian, Thai, Dutch, Swedish, Norwegian, Ukrainian	English, Russian, Spanish, Chinese (Mandarin), Chinese (Cantonese), Japanese, Korean, Vietnamese, Thai, Tagalog	English, Russian, Spanish, Chinese, Vietnamese	Payoneer supports any language and use a translation service if they receive requests in a language they don’t currently support.

You can also refer to this page to find answers to the most frequently asked questions.