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We have updated the Terms and Conditions and the Licensing and Complaints information applicable to this Pay Portal. To review the new Terms and Conditions, please click here. Changes to Licenses and Complaints may be viewed here.

Our frequently asked questions service offers answers to common questions. If you don't find an answer, please contact our customer support and a representative will be able to assist you.

Overview

How do I sign up or activate my account?

Your organization will create a Arbonne Pure Pay account on your behalf. Once created, an email will be sent to you with a link you can use to begin the activation process.

If you have been notified by Arbonne that your first payment has been sent but have not received an activation email, click here.

If your email is not currently registered, please contact Arbonne to create your account.

How do I log in to the Pay Portal?
  1. Enter your Username and Password on the login page.
  2. Click Sign In
How do I change my profile information?
  1. Log in to your Pay Portal.
  2. Click Settings > Profile
  3. Make the changes.
  4. Click Save

If you are unable to update your information, please contact Arbonne directly.

How do I change my account password?
  1. Log in to your Pay Portal.
  2. Click Settings > Security
  3. Enter your existing password.
  4. Enter and confirm a new unique password.
  5. Click Update Password

Note: Passwords must contain 6-15 characters and cannot be reused.

What should I do if I've forgotten my password?
  1. Click Forgot Your Password? on the Pay Portal login page.
  2. Enter the email address registered on your Pay Portal.
  3. A password reset notification will be sent to this email. Click the Reset Password link. This will direct you to a page where you can enter and confirm your new password.

NOTE: You may be required to complete an additional authentication step to verify your identity. If prompted, choose one of the options and follow the on-screen instructions.

  1. Enter and confirm a new unique password.
  2. After successfully resetting your password, a confirmation email will be sent to your email. Click Return to Login Page and use your new password to log in to the Pay Portal.

Account Verification

What information needs to be verified?

Verification of person identified as the account holder:

  • Government / National ID
  • Passport
  • Driver’s License

Information on the submitted documents must be current and clearly visible. Up to 2 pieces of identification may be required.

Verification of account holder’s address:

  • Utility bill (e.g., gas, electric, water, cable, phone)
  • Financial statement
  • National ID
  • Government issued documents (e.g., tax bills, balancing statements)

Full name, address, and document validity (dated within the last 12 months) must be clearly visible.

How long does it take to verify my documents?

If the submitted documents meet the above requirements, verification will be within 2 business days. We will send you an email if additional information is required.

Can I use a nickname or alternative name?

No. The name on your profile must match your documents and be your legal given name.

Note: Changes made to your Pay Portal profile may retrigger account verification.

What is the format for providing my date of birth?

MM/DD/YYYY

What should I do if I have submitted the required documents, but transfers are still not working?

Please allow us time to review the documents. We will contact you if any additional information is required and send you an email notification once the review is successful.

I’m trying to upload the requested documents, but it says the file size is too big. What do I do?

If you are trying to upload a photo of a required document and it is too big, save as .png or .jpeg to reduce the size. The file size should be under 4MB.

Does the address on the verification document need to match my Pay Portal profile?

Yes. The address on your Pay Portal (under Settings > Profile) needs to be exactly the same.

If you are not able to update your profile address, please contact Arbonne directly.

Arbonne Pure Pay Prepaid Card

How can I obtain a prepaid card?

If the prepaid card option is available for your program and country, you can request one by following these steps:

  1. Log in to your Pay Portal.
  2. Click Request Card > Continue
  3. Update the mailing address if necessary.
  4. Click Continue > Confirm

If a card activation fee is defined in your Cardholder Agreement, it will be debited from your Pay Portal balance.

Note: When you open a prepaid card account, we will ask for your name, address, date of birth, and other information that will allow us to reasonably identify you. We may also request proof of identification and proof of address.

How long does it take for my prepaid card to arrive after I request it?

United States, Canada, and Europe:
7-10 business days

Rest of the World:
Expedited: Up to 3 weeks
Standard: Up to 6 weeks

Note: The timelines above are estimated and assume normal conditions with no mail interruptions.

What should I do if my prepaid card doesn't arrive within the normal delivery timeframe?

Please contact customer support by referring to the Telephone or Email tabs at the top of the page.

How do I activate my prepaid card?

Option 1: Log in to your Pay Portal, click Activate Card on the Home page, then follow the on-screen instructions.

Option 2: Call the phone number listed on the back of the card and follow the voice prompts.

Note: You will not be able to use your card until you have activated it and accepted the Cardholder Agreement. Phone calls may be subject to international long-distance rates.

What are the benefits of using a prepaid card?
  • Instantly load your card using your Pay Portal Balance.
  • Make payments in-store, online, or over the phone to merchants (except online gambling sites) bearing the acceptance mark displayed on your card. Please note that some merchants may have a policy to not accept prepaid cards. This is a merchant-specific policy.
  • Withdraw cash at millions of ATMs worldwide.
  • View your card balance and statement online and through mobile.
How will I get my prepaid card’s PIN?

You will be prompted to create a PIN during the card activation process.

What should I do if I forget my prepaid card PIN?
  1. Log in to your Pay Portal.
  2. Click My Cards > Action > Reset PIN
  3. Create and confirm a new PIN.
  4. Click Confirm
How do I view the Cardholder Agreement?

Log in to your Pay Portal and click Legal at the bottom of the page to access a digital copy.

How can I transfer funds to my prepaid card?

Once your card is activated:

  1. Log in to your Pay Portal.
  2. Click Transfer
  3. On the Transfer Center, click Action > Transfer to Card
How can I view my prepaid card balance?
  • Online: Log in to your Pay Portal
  • Phone: Call the number listed on the back of your card and select the option to obtain the card balance.
  • ATM: Consult an ATM (charges may apply. Please see your Cardholder Agreement).
How long does it take for transactions to appear on my prepaid card history?

In most cases, your transaction history will be updated immediately after the card processor receives the transaction information.

Not all merchants may immediately submit their card transactions for processing. This may cause a delay in your transactions being displayed on the Pay Portal.

What should I do if my prepaid card is lost or stolen?

Please call customer support immediately so it can be suspended or disabled and replaced.

Why is a transaction still outstanding?

It means that the transaction is pending and has not been cleared by the merchant. Pending transactions are usually cleared shortly after a purchase is made.

These transactions cannot be disputed, however, the merchant may be able to settle the funds early if necessary documentation is submitted.

What should I know about using my prepaid card at gas stations, hotels, and other merchants?

When you swipe or insert your prepaid card at a gas station pump, the gas station will place a pre-authorized hold of up to $125.00 USD (or equivalent) on your card prior to you filling up.

The actual amount purchased will be processed on the card at a later time, but the initial hold may last for up to 8 days before being released. While the hold is in effect the funds will be unavailable for you to use.

When the transaction settles, you will only be charged for the amount of gas purchased.

To avoid pre-authorized holds, we recommend pre-paying inside the gas station so you can specify the exact amount of gas you wish to purchase.

Some other merchants may have similar practices and even longer maximum pre-authorization timeframes:

  • Hotels and cruise lines (up to 30 days)
  • Vehicle rental agencies (up to 60 days)
  • Financial institutions (up to 10 days)

In some cases, the merchant may be able to make an exception and release the pre-authorized hold earlier than the maximum allowed hold time.

How can a pre-authorized transaction be released early?

The merchant will need to fax a pre-authorization release letter to Hyperwallet Systems Inc. at +1 604-424-9926.

The early release letter must be on company letterhead and sent directly from the merchant with the following information included:

  • Customer name
  • Customer card number (first six and last four digits only)
  • Date of authorization
  • Authorization amount in original currency
  • Authorization code
  • Merchant ID

If the pre-authorized hold is from a vehicle rental, the merchant will need to provide a copy of the closed contract proving that the vehicle has been returned.

If the pre-authorized hold is from a hotel, the front-desk will need to provide a copy of the closed folio showing check in / out dates.

What do I do if I don't recognize a merchant listed on my transaction history?

Some merchants may bill under a legal name which differs from their operating name or bill from a state / region that is different from where the purchase was made.

If you have questions about a transaction, please contact the merchant directly.

What do I do if I believe a transaction is fraudulent or incorrect?

If you believe a prepaid card transaction has been posted to your account in error, a prepaid card dispute can be submitted to the issuing bank within 60 days of the date that the purchase appears on your transaction history.

If you suspect fraudulent activity, contact customer support immediately so the card can be disabled and replaced.

How do I submit a prepaid card dispute?

Your prepaid card’s issuing bank is displayed on the back of the card. To submit a dispute, download the corresponding dispute form listed below and follow the instructions on the form:

All Trans Financial Services Visa Prepaid Card

Bancorp Visa Prepaid Card

Choice Bank Mastercard Prepaid Card

MetaBank Visa/Mastercard Prepaid Card

Transact Payments Limited Prepaid Mastercard

Valitor hf. Visa Prepaid Card

Disputes are subject to time limits that vary between 30 and 120 days after the date a transaction appears on your transaction history. Most disputes must be within 60 days.

What happens after I submit my prepaid card dispute?

After your dispute is received, the issuing bank may need to contact the merchant and their bank for more information about the disputed transaction.

If more information is needed, they may contact you by mail. Issuing banks process disputes according to billing error procedures that are governed by federal law and outlined in your Cardholder Agreement. If the issuing bank is reimbursing you for erroneous or fraudulent transactions, the funds should be returned to you within 45 - 60 days.

For inquiries regarding the status of your dispute, please call the number at the top of your dispute form.

What is the Mastercard 3D Secure/Identity Check Program?
Please click here for details on the Mastercard 3D Secure/Identity Check Program
What are contactless payments?

Contactless payments use short-range wireless technology to securely complete payments between contactless cards and contactless-enabled checkout terminals. It’s a fast, easy, and secure way to pay for goods and services.

A contactless card is a chip card that has a near-field communication (NFC) antenna which enables close-range payments.

When you tap your contactless card at the contactless-enabled checkout terminal, your payment is sent for authorization.

A simple tap of your card is all it takes to pay at checkout!

How do I know if my card is contactless?

If you see the contactless symbol on your card, it means the card comes with contactless technology.

Which cards are related to this service?

All Arbonne Pure Pay prepaid Mastercards issued by Transact Payments Limited.

How do I use my contactless card?

You do not need to swipe or insert your contactless card into the POS terminal when paying. To make a purchase, simply tap the card on the payment reader at the checkout of participating retail locations. A beep will indicate that your card has been detected and a payment is being authorized.

Where can I make contactless payments?

Anywhere you see the contactless symbol at checkout, you can tap to pay. This includes fast food restaurants, gas stations, convenience stores, pharmacies, stadiums and more.

If you don't see the symbol, your contactless-enabled card can still be used by inserting or swiping it at checkout.

How does contactless technology benefit me?

It’s faster, easier, and more secure than other payment methods:

  • You don’t have to enter your PIN for payments of €50 and under, or at unattended car parks and transport terminals. However, you will be prompted to enter your PIN on your fifth consecutive contactless transaction or when the cumulative amount spent reaches €150.
  • You’re in control because your card never leaves your hand when you make a payment.
  • Your contactless card is always on and ready to use.

What happens if I try to make a contactless payment for more than the contactless limit?

You will be asked to make a chip and PIN transaction for additional security.

How close does the "tap" have to be to the checkout reader?

When you tap your card/device at checkout, it must be within an inch or two of the contactless symbol on the terminal. Please note that if you have more than one contactless card in your wallet, you should remove the card you would like to pay with rather than tapping your wallet against the reader.

How will purchases appear on my transaction history?

Purchases made with your contactless card will be displayed on your transaction history just like any other purchase.

Are there any fees for paying with my contactless card?

No, there are no additional fees.

What is mobile wallet tokenization?

Mobile wallet apps allow you to securely store payment information like credit, debit, and prepaid card numbers on your mobile device.

Tokenization is a data security feature that replaces your real card number with an anonymous account “token” at the point of sale. When you make a purchase, the merchant uses this token – not your card number – to verify and process your payment.

Together, a mobile wallet with tokenization technology gives you a fast, safe, and convenient alternative to using your physical card when shopping in-store or online.

Are mobile wallets safe to use?

Yes. In fact, mobile wallets are more secure than physical cards. Using a mobile wallet reduces the risk of fraud by allowing you to take advantage of your device’s password and biometric authentication features like fingerprint and iris scanners. Tokenization provides the additional benefit of masking your card number so that even the merchant you’re paying is not able to see it.

Which cards are eligible?

USD prepaid cards issued by MetaBank or Bancorp.

How do I keep my device and card details secure?

  • Use your device’s additional security options. Create a lock-screen PIN and setup fingerprint or iris recognition if available.
  • If your device supports fingerprint recognition, only register your own fingerprint and do not allow anyone else to add theirs.
  • Never leave your device unattended in public.
  • Be wary of unsolicited messages asking you to reveal personal or financial information, and those that request permission to access or install software on your device.
  • If your device is lost, stolen, or compromised, contact customer support immediately so we can assist with suspending or disabling and replacing the card registered on your mobile wallet.
  • If available, sign up for your device’s “Find My” service. This will allow you to locate, lock, and remotely wipe sensitive data from your device if it is lost or stolen.

What’s the difference between Samsung Pay & Google Pay?

Google Pay uses Near Field Communication (NFC) technology to make contactless payments using your mobile device. This “tap to pay” service is limited to merchants with NFC-enabled payment terminals. In order to accept Google Pay for in-store purchases, merchants may be required to upgrade their payment terminals to accept devices with NFC capabilities.

Samsung Pay takes advantage of both NFC and Magnetic Secure Transmission (MST) technology. MST allows you to use the mobile wallet’s “tap to pay” functionality at almost any payment terminal in the world that accepts debit or credit cards.

How will mobile wallet transactions appear on my card statement?

All purchases processed on a mobile wallet will appear on your Pay Portal transaction history just like any other point-of-sale transaction.

How do I return an item purchased using a mobile wallet?

You'll need your store receipt, just like you would for any other purchase. If the merchant asks you to swipe or provide the original payment method so they can process a refund, simply hold the back of your phone up against the contactless payment terminal.

Can I use my mobile wallet to pay in-store internationally?

Yes. You can use your mobile wallet internationally almost anywhere contactless payments are accepted. Foreign exchange or other fees may apply. Please see your Cardholder Agreement for details.

I was sent a One-Time Passcode (OTP) when registering my card on a mobile wallet. What is this and why is it required?

To verify your identity and keep your card details secure, a one-time passcode is sent to you by text message when registering a payment method on your device. You will be prompted to enter this code during the registration process.

How do I learn more about Samsung Pay?

For more information, click here.

How do I learn more about Google Pay?

For more information, click here.

Withdrawing Funds

How do I transfer funds from my Pay Portal to my bank account?

If your organization allows it, you can transfer your Pay Portal balance to any bank account in your country.

To register a new bank account:

  1. Log in to your Pay Portal.
  2. Click Transfer > Add New Transfer Method
  3. Select the country and currency of the bank account that the funds will be transferred to.
  4. Click Bank Account > Continue
  5. Enter your account details including a nickname for the transfer method in the “Remember As” field (for example, “My Savings”). Click Continue
  6. Carefully verify that your bank information is correct, as incorrect information may cause significant delays to your transfer.
  7. Click Confirm

To transfer funds to a bank account that has already been registered on your Pay Portal:

  1. Click Transfer > Action > Transfer to Bank Account
  2. Select an option on the “From” dropdown panel.
  3. Enter the amount you would like to transfer and add a personal note (optional). Click Continue
  4. Review your transfer details.
  5. Click Confirm

Please allow 1 - 3 business days for the funds to be credited to a bank account in North America or Europe and up to 5 business days for other destinations.

Where can I find my banking information?

You can obtain your bank information from your financial institution, a bank statement, or by referring to the details on the bottom of your checks.

In the United States and Canada, your account information will be displayed as shown on the sample checks below:

U.S. Accounts:
American Bank Accounts

Canadian Accounts:
Canadian Bank Accounts

How do I set up Auto Transfer?
  1. Log in to your Pay Portal.
  2. Click Transfer
  3. On the Transfer Center next to your preferred transfer method, click Action > Create Auto Transfer
  4. Make sure the “Auto Transfer Enabled” box is checked, then choose between daily and monthly Auto Transfer configurations.
  5. For currency and threshold settings, click More Options
  6. Click Confirm
How do I update my Auto Transfer settings?
  1. Log in to your Pay Portal.
  2. Click Transfer
  3. On the Transfer Center, click Action > Update Auto Transfer
  4. Make the necessary updates.
  5. Click Confirm
How do I update my bank account information?
  1. Log in to your Pay Portal.
  2. Click Transfer
  3. On the Transfer Center, click Action > Update
  4. Update your account information.
  5. Click Continue
  6. Review your profile information and make updates if required.
  7. Click Confirm
How do I view my transaction history?
  1. Log in to your Pay Portal.
  2. Click History
  3. Select a date range* and specify the transaction type.
  4. Click Search

* Maximum search history is 365 days.

How do I transfer to PayPal?

If you’ve already added your PayPal as a transfer method on the Pay Portal:

  1. Log in to the Pay Portal.
  2. Click Transfer > Action > Transfer to PayPal

To set up a new PayPal transfer method and process a transfer:

  1. Log in to the Pay Portal.
  2. Click Transfer > Add New Transfer Method
  3. If prompted, select your country and currency.
  4. Select PayPal then click Continue
  5. Confirm your email address and enter a nickname for the PayPal transfer method in the “Remember As” field. Click Continue
  6. Review your account details then click Confirm
  7. Click Transfer To PayPal
  8. Add a personal note (optional) then click Continue
  9. Review the transfer details then click Confirm

Do my Pay Portal and PayPal currencies need to match?

If the currency you transfer from the Pay Portal matches the default currency on your PayPal, a confirmation email will be sent and you should receive the funds within 30 minutes.

If the currency you’re transferring does not match the default currency on PayPal, you’ll need to log in to PayPal and accept the transfer manually.

You have 30 days to accept before the transfer amount is returned to the Pay Portal.

Can I transfer funds directly from my Pay Portal to a friend or family member’s PayPal?

No. The name registered on PayPal must match the one saved on the Pay Portal and be your own.

Does my Pay Portal email need to match the one saved on PayPal?

Yes. To successfully process and receive a transfer, the email on your Pay Portal needs to be the same one registered with PayPal.

PayPal will send instructions on how to create a new account on their platform and claim the funds if a transfer is processed using an email that isn’t registered in their system.

If you’re already registered with PayPal with an email that doesn’t match the one saved on the Pay Portal, do one of the following:

Add your Pay Portal email to PayPal

  1. Log in to PayPal and click the gear icon at the top of the page.
  2. Click (+) in the Email Address section.
  3. Enter the email registered on the Pay Portal. Your PayPal can support up to 7 email addresses.
  4. PayPal will send a confirmation email to this address. Click Confirm Your Email when you receive the notification.

Change the email on your Pay Portal to match the one saved on PayPal

  1. Log in to the Pay Portal.
  2. Click Settings > Preferences
  3. On the Notifications tab, enter the new email address and your Pay Portal password.
  4. Click Confirm

If you’re unable to update the Pay Portal email address on the Notifications tab, contact Arbonne directly for assistance.

IMPORTANT: Updating the email on the Pay Portal Notifications tab will not automatically update the email linked to a previously saved PayPal transfer method.

To complete the process, follow these steps:

  1. Click Transfer to return to the Transfer Center.
  2. Click Action > Remove next to the existing PayPal transfer method.
  3. Confirm the details then click Remove this Account
  4. Return to the Transfer Center and click Add New Transfer Method
  5. Follow the prompts to re-add the PayPal transfer method using the updated email.

Tracking Your Payment/Transfers

What do the payment status descriptions refer to?

Payments and transfers go through various stages while being processed. Updates are noted on your Pay Portal to keep you apprised of your funds and when you can expect them.

What is a Receipt ID?
The Receipt ID is a record of the transaction which can be referenced when contacting customer support.
Where can I find my destination bank account or debit card number?
  1. Log in to your Pay Portal.
  2. Click History
  3. Click on the transaction description to view the details.

Note: For security reasons, only the last four digits of your account information will be displayed.

It is past the estimated deposit date. Why haven't I received my funds?

Our goal is to send your funds to you as quickly as possible. However, once the transfer has cleared our systems, processing times can vary according to the receiving bank and any intermediary financial institutions involved in the transaction. Depending on your country and region, some transfers may take longer than others to be received.

Why am I getting multiple emails?
If you have initiated multiple transfers from your Pay Portal, you will receive separate cash out notifications for each transfer.
My payment amount is different than I anticipated. Why?
When a payment is initiated, the amount transferred from your Pay Portal will be deducted, along with a transfer fee (if applicable). In the case of wire transfers, the recipient bank may impose processing fees which will be deducted from your balance.

Customer Support

How do I contact Customer Support?

Please refer to the Telephone and Email tabs at the top of the page for support hours and contact information.

You can also log in to your Pay Portal and live-chat with a customer support representative.

Live customer service representatives are available for support:

English: Mon – Fri 08:00 – 20:00*, Sat & Sun 08:00 – 17:00*
Spanish: Mon – Sun 08:00 – 17:00*
French and Mandarin Chinese: Mon - Fri 08:00 – 17:00*

*Please note all the hours mentioned above are in Pacific Time.

  • North America: 1-855-476-9276
  • Worldwide: 1-604-900-2230

Email Support

Please make sure you are logged in to Arbonne Pure Pay so we can verify your identity and ensure a fast response to your inquiry. You can reach us by email at support@arbonnepurepay.hyperwallet.com or by using the form below. Include your Consultant ID and email address used when registering with Arbonne in all correspondence.