Support & FAQ

We are here to help you digitize online bank payments with ease.

Have a question?

We have an answer!

Support Hours:

Monday-Friday: 9AM-5PM PST

Frequently Asked Questions

  • Payment Services/ Payouts/ Refunds
  • Portal Account/ Dashboard
  • Sandbox/ API/ Onboarding
  • Billing
  • Data & Privacy
  • How do I pay my monthly invoice?

    Your monthly invoice amount will be automatically deducted on the last business day of the month from your VoPay account balance.

  • What do you charge for returned payments?

    Yes, we charge for returned payments. Please refer to your pricing agreement for details.

  • How do you protect personal identifiable information?

    Personal identifiable information collected has been minimized and all required information is encrypted.

  • How do you protect payment information?

    All payment information is either encrypted or tokenized ensuring it can’t be identified.

  • What’s the difference between your Intelligent EFT / ACH (iQ11) and regular EFT / ACH payment service?

    Unlike our regular EFT / ACT payment service our Intelligent EFT / ACH (iQ11) payment service gives your customer the option to connect their bank account saving them the need to input any bank account details and allowing verification of sufficient funds.

  • What’s the funding time for Intelligent EFT / ACH (iQ11)?

    Funding time for Intelligent EFT / ACH (iQ11) is up to 1 business day (Subject to Approval. Terms and Conditions Apply)

  • What’s the funding time for EFT / ACH?

    Funding time for EFT / ACH is up to 3 business day

  • What are the funding times for Interac e-Transfer?

    Transfers are almost instant but can take up to 30 minutes depending on your bank or credit union. Learn more.

  • For your Intelligent EFT / ACH (iQ11) payment service what happens if somebody doesn’t connect their bank account?

    If somebody chooses not to connect their bank account they will be asked to manually enter their payment details just like they would for our regular EFT / ACH payment service.

  • Do you offer credit card payments?

    We are working on an exciting partnership. Stay tuned!

  • How do I cancel an Interac e-Transfer payment?

    Once an e-Transfer request has been processed and the specified transfers have been created, the sender can cancel them up until they’re picked up by the recipient, through the submission of a cancel transfer request.

    If a transaction is already accepted and the deposit has been made there is no way to cancel the transaction.

    To cancel a bulk e-Transfer transaction go to the Transaction History under Statements and Reports, click on the DETAILS button beside the transaction you would like to cancel, and then click the red CANCEL button. Currently, no other payment type can be canceled.

  • Is there a daily transaction cap?

    Please contact VoPay support for your cap amount.

  • Is there a per transaction cap?

    Please contact VoPay support for your cap amount.

  • Do you hold funds?

    We never hold funds unless suspicious activity has been detected in your account.

  • How long does a refund take to process?

    Any EFT / ACH refund will require 5 days for the funds to clear before a refund can be issued. After that it will take 2 to 3 days for the funds to appear in the payor’s bank account.

  • Do you offer sub accounts?

    Yes, VoPay offers sub accounts to authorized partners.

  • How do I update the payment descriptor that appears on a users bank statement?

    Please contact VoPay Support to make an update.

  • What currencies do you support?

    Our global cash management payment service provides local payout service in 50+ countries and foreign exchange in 80 currencies.

  • Can I leverage my existing partnership with a data aggregator like Plaid or Flinks?

    Yes, you can leverage your data tokens using our Intelligent EFT / ACH (iQ11) payment services by having your users skip all the authorization access and bank account selection steps, streamlining the payment check out experience.

  • How many e-transfers can I send at any one time?

    You can send unlimited Interac e-Transfers in near real-time, 24/7/365.

  • What’s the e-transfer fund limit?

    The e-transfer limit per payment is $25,000.

  • Can I request an e-transfer from a customer?

    Yes. If you previously applied for Interac E-Transfer Money request service and it is already enabled for your account, then you could either use this function through the client dashboard or the API.

  • What do your EFT / ACH return/ reversal codes mean?

    900Edit Reject
    902Cannot Trace
    903Payment Stopped/Recalled
    904Post/Stale Dated
    905Account Closed
    907No Debit Allowed
    908Funds Not Cleared
    909Currency/Account Mismatch
    910Payor/Payee Deceased
    911Account Frozen
    912Invalid/Incorrect Account No.
    914Incorrect Payor/Payee Name
    915PAD No Agreement Existed – Business/Personal
    916PAD Not In Accordance with Agreement – Personal
    917PAD Agreement Revoked – Personal
    918PAD No Pre-Notification – Personal
    919PAD Not In Accordance with Agreement – Business
    920PAD Agreement Revoked – Business
    921PAD No Pre-Notification – Personal
    990Institution in Default
  • What are your EFT / ACH transaction submission cut-off times?

    We have three daily cut-offs to submit EFT/ ACH payments:

    • 6am EST

    • 1pm EST

    • 6pm EST

    No processing on weekends or public holidays.

  • What is the difference between a short and long name?

    You have the ability to set the short and long name (originator ID) for each account during the account creation process in your VoPay accunt:

    • Short Name: This will be the company name that appears on the user’s bank statement and can be up to 15 characters in length
    • Long Name: This is the full company name and can be up to 30 characters in length

  • What financial institutions accept e-transfers?

    250 financial institutions that accept e-transfers. See a complete list here.

  • Can you cancel a scheduled payment?

    Yes, you can cancel any scheduled payment.

  • Can I split a payment disbursement?

    Yes, you can automatically disperse funds from a settled transaction to multiple recipients. You can set the business rules to meet your business needs. Here’s an example:

    • Business Rule: 50% to bank account A, 25% to bank account B and 25% to bank account C
    • $1000 payment
    • EFT 1: $500 sent to account A
    • EFT 2: $250 sent to account B
    • EFT 3: $250 sent to account C

  • What is Visa Direct (VoPay Instant)?

    Businesses can send money in real-time to almost any Visa account or cardholder globally, 24 hours, 7 days a week. Learn more here.

  • What’s the funding time for VoPay Instant (Visa Direct)?

    Funds can be available in a recipient’s account within 30 minutes of transaction approval—all day, every day.

  • What is Interac e-Transfer for Business?

    VoPay’s e-Transfer for Business is a solution powered by Interac that enables businesses to Send (Payouts), Collect (Request), and Receive (Inbound) transactions across Canada in a safe, secure and quick manner. The funds are transferred from one account to another, in near real-time using only an email address. The service is accessible through VoPay’s API integration or online payment portal 24/7/365. Learn more here.

    With Interac e-Transfer for Business, you can send single or multiple Interac e-Transfers through our API that will be accepted at 250 financial institutions. See a complete list here.

  • What is Intelligent EFT / ACH (iQ11)?

    This enhanced EFT / ACH payment service is enabled by the user linking their bank account through one of four VoPay data aggregation partners. This allows for instant bank account verification payments that validates that the user attaching a bank account actually owns the account. It also allows for improved settlement speed. Learn more here.

  • What financial institutions accept Interac Money Requests?

    Please visit a complete list here.

  • What will happen if the recipient doesn’t accept the funds via Interac e-Transfer?

    The transaction expires in 30 days. Upon expiration, funds that were sent will automatically be redeposited into the sender’s account.

  • What will happen if the recipient doesn’t know the answer to the security question or uses the wrong answer multiple times?

    If the recipient doesn’t know the answer to the security question, they need to contact the sender. If the recipient answers the security question incorrectly more than three times, the Interac e-Transfer transaction will automatically cancel.

  • How do I fund my VoPay account on my client dashboard?

    To fund your account login, go to MY ACCOUNT on the left hand side, select FUND MY ACCOUNT and add/link your bank account.

    Before you can start using the VoPay platform please sure that you transfer funds to cover your first invoice and required security deposit. These amounts were emailed to you. 

  • How do I request funds from a customer on my client dashboard?

    Go to Collection and either click on:

    Single Payment: Initiate a single one time payment request directly from your VoPay account without using our API


    Bulk Payment: Manage and create groups to initiate a bulk one time payment request directly from your VoPay account without using our API.

  • How do I send funds to a customer on my client dashboard?

    Go to Payment and either click on:

    Single Payment:  Initiate a single one time payout directly from your VoPay account without using our API


    Bulk Payment: Manage and create groups to initiate a bulk one time payout  directly from your VoPay account without using our API.

  • What is Payment as a Service (PaaS)?

    PaaS is designed to allow merchants to utilize local, regional and global payments options through a single API interface. The complexity of moving funds between providers is handled by the PaaS layer (VoPay API) and is hidden from the user. Because only one interface is required, merchants are only required to maintain one master account with verified funds.

  • How do I get a sandbox API key?

  • How do I get a production API key/ credentials?

    You’ll receive your production key after the approval of your API implementation on your staging site.

  • How do I access VoPay API documentation?

    You can access VoPay API documentation here:

  • What support do you provide for implementing your API?

    You’ll have received dedicated technical support to implement the API once you sign a business agreement.

  • What’s the difference between sandbox and production?

    The main difference is there are no real funds moved around in the sandbox environment.

  • Are your payment services white labeled?

    Yes, all of our API payment services are white labeled.

  • What AML/ KYC information do you require for setting up a new merchant account?

    Identity verification is an important and required step toward reducing risk. Here’s some of the information we’ll require:

    • Information about the business (e.g., name, address, business number/ tax ID).
    • Information about the person opening the account (e.g., name, date of birth).
    • Beneficial owner information (e.g., name, personal address).
    • A scan of an ID document
  • How long does it take to implement your API?

    That depends on the size and experience of your technology team but it can be as little as few days.

  • What are your testing/ reviewing criteria to issue production credentials?

    If you are implementing our API we require you to submit your complete payment flow on your staging site for us review and test.

  • How long does your production account approval process take?

    We will schedule a user experience review call. You will receive approval within 2 business days after that.

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