FAQs

 

General Questions

What is PassportPay, and how does it work?

PassportPay is an international money transfer platform designed with the unique needs of international users in mind. Users can check their available balance, pay bills and send money to loved ones back home.

Who can use PassportPay?

At this time, PassportPay only supports users in the United States. Check back again as we have more sending countries coming soon.

Which countries does PassportPay support for money transfers?
At this time, PassportPay only supports transfers to Ghana, but we are working to expand to other countries, soon.
Do recipients need to download the app as well?
No, recipients do not need to download the app, all you need is a mobile number to connect to their account.
Is PassportPay available on both iOS and Android?

Yes, PassportPay is available on both the App Store and Google Play.  

Account & Security

How do I create an account?
Download the PassportPay app from the Apple App Store or Google Play store, create an account using your email, and verify your identity to start using the platform.
What documents are required for verification?

You’ll need a government-issued ID for initial ID verification.

Can I link my bank account or credit card?
Yes, PassportPay allows you to link your US bank account (using your debit card) and a US credit card for easy access and flexibility.
How are my accounts linked to PassportPay?

Financial accounts are connected to the app via secure API. For account balances, we use Plaid, a third party service, to help you see your balances across your linked accounts.

How does PassportPay keep my transactions secure?
We use advanced encryption and adhere to strict compliance standards to keep your personal and financial data safe.
What should I do if I suspect unauthorized activity on my account?
Our support team is always available. Reach out through our email or phone support channels and we’ll resolve your issue promptly.
How do I update my personal information?
Log into the app, navigate to your Profile, and edit your personal details securely.

Sending & Receiving Money  

How do I send money using PassportPay?

Link your US bank account or credit card, choose the recipient’s mobile money wallet or bank account, enter the amount, and confirm the transaction.

*At this time PassportPay only supports transfers to mobile wallets and bank accounts in Ghana.

What are the transfer limits?
Verified users can send up to $9,500 in total transactions per day. For limits on debit or credit card transactions, please check with your card provider.

For transfers to a mobile money wallet, the service provider may have a limit on the maximum amount of money your recipient can hold in their wallet. Please confirm with your recipient their current wallet limit before you send, to avoid failed transactions. Transfer amounts greater than a recipient’s wallet limit will not go through.

How long does it take for the recipient to receive the money?
Most transactions are processed within seconds. In rare cases, it may take up to 24 hours.
How can my recipient collect the funds?
Recipients can receive funds directly to their mobile wallet or bank account.
Can I send money for business?
Yes, you can send money for business.

Bill Payments 

What bills can I pay through PassportPay?

You can pay utility bills, DSTV subscriptions, school fees, and other essential services directly from the app.

*Please note, a provider must be partnered with us in order to receive bill payments via PassportPay.

Can I check balances before paying bills?
PassportPay offers real-time balance checks for supported services where available, so you know exactly how much is owed before making payments.
How do I pay bills in Ghana?
To pay bills, all you need is an account, meter or invoice number. Select “Send Money / Pay a Bill” from the home screen, select or add a recipient, and select “Pay Bills” from the “+” menu option on the transaction screen. Select “Link Biller Account” if you haven’t already set up a biller for the recipient, select the company or utility provider you need to pay. Input the account, meter or invoice number to pull up the bill and the balance due. Select the account you wish to pay from and pay!
How do I get the account, meter or invoice number for my bill?
At this time, a recipient of the bill must provide you with the account, meter or invoice number in order to use bill pay.

Fees & Exchange Rates

Are there any fees for sending money?
Fees vary depending on the payment method and amount. You’ll see a detailed breakdown of fees before confirming your transfer.
How are exchange rates determined?
Exchange rates are determined on a daily basis by market conditions. PassportPay offers a competitive rate compared to other transfer providers. We also offer a Choose Your Own Rate feature that enables users to select a rate they are comfortable with in exchange for a small fee. This allows recipients to get more out of their funds.
Are there any hidden charges?
PassportPay breaks down any fees associated with a transfer before a transaction is authorized. However, you may incur additional fees if using a credit card to send funds. Please check with your credit provider for fee rates. For certain transfers, PassportPay may earn a small margin on the difference in the exchange rate we receive from partners and the exchange rate customers receive on their transfers. This enables us to keep fees and costs low and still offer competitive rates.
Why is my rate different than before?

Exchange rates change daily, sometimes several times a day. Rest assured, we’re working hard to get you competitive rates. 

How does the Pick Your Rate feature work?
The pick your rate feature enables senders to adjust the rate at which they want to send their money. PassportPay takes a small fee.

Payment Methods

What payment methods are accepted?
Funds can be sent from a US bank account or credit card to a Ghana bank account or mobile wallet.
Can I link my bank account or debit card?
Yes, you can link your bank account with PassportPay.
Can I use a credit card to send money?
Yes, you can send money using your credit card. Please see your provider for limits and fees.

Troubleshooting & Support

What should I do if my transaction is delayed?
While transactions are typically available in minutes, it can take up to 24 hours for a transaction to clear. If the recipient has not received their funds after 24 hours, please contact our support team.
How can I cancel a transaction?

If the funds have not yet been delivered to your recipient, you can contact us to cancel the transfer for a refund. If the funds have already been delivered, we will still follow up on the transaction to ascertain if a refund may be possible. Please contact us through the app, via email at support@mypassportpay.com or call us at +1-866-799-5178.

How long does a refund take?
Depending on your bank, refunds can be processed immediately or can sometimes take up to 10 business days.
How do I contact customer support?

You can email us at support@mypassportpay.com or call us at +1-866-799-5178. Our customer service team is available to help.

What happens if my recipient doesn't receive the money?
In the event your recipient does not receive their funds within 24 hours, please contact our support team so we can help you resolve the issue.

Compliance & Legal

Is PassportPay regulated and licensed?

PassportPay is a product of Priority IR, a financial technology company, not a bank. Banking services are provided by Axos Bank, Member FDIC.