Your USD Balance has been disabled

ImadLBImadLB Member Posts: 12 ✭✭

I have already sent an email to "Customer Care" (about 15 days ago) but I have not received any response yet. Please, I need your help!

When I checked my account, as usual, I found this alert:

"Your USD Balance has been disabled. Please contact us for further details."

Also, when I want to order a new card, I can not find the "USD Balance" on the list. What happened?

Please help!

Best regards,



  • EdwinPayoneerEdwinPayoneer Confirm Email, Member, Administrator Posts: 420 ✭✭✭✭✭✭✭

    Hi @ImadLB , A USD balance is a virtual account that is used specifically for withdrawing funds to your bank. This is something that is separate from a prepaid card.

    Check the menu again and look for a USD card ending in XXXX. This is where you should refer to order a new card, or to learn about the balance on your account.

  • ImadLBImadLB Member Posts: 12 ✭✭

    Well, just a little while ago I requested a new card (in the Euro currency, because I could not find the Dollar currency in the list), but the problem is that after the request for the card I found that the bank account (Global Payment Service) is in Germany, and Amazon only accept US banks.

    Amazon says: "Bank Location (Direct Deposit is only available within the United States)."

    Any help!

    Best regards,

  • Cristale_PayoneerCristale_Payoneer Administrator Posts: 1,287 ✭✭✭✭✭✭✭

    @ImadLB Then you can use the US payment details to receive payments in USD currency from Amazon. The details can be found on your online account by clicking on "receive", then "Global Payment details". There you will be able to choose the USD currency and see the necessary details.

  • melenduarmelenduar Member Posts: 2
    My prepaid card has expired.
    Problem #1: I can't order a new card since it doesn't give me USD currency option.
    Problem #2: How do I withdraw the money of my expired card?
    I can't do it through the ATM.
    I can't send money to my brother's payoneer because options for that are from EUR or GBP balance and my money is in my USD expired prepaid card.
    Same thing if I want to send money to a bank account.
    Solution ?????
    And why after all this years payoneer disables USD balance from my account??
  • Cristale_PayoneerCristale_Payoneer Administrator Posts: 1,287 ✭✭✭✭✭✭✭

    Hi @melenduar In that case, please contact the support directly and our representatives will assist you with your new order. You can contact the support via chat, email, phone at 1-646-658-3695 or by sending a private message via our social media channels on Facebook or Twitter.

  • melenduarmelenduar Member Posts: 2
    Thank you @Cristale_Payoneer I called support and my problem was solved. 👍😊
  • Cristale_PayoneerCristale_Payoneer Administrator Posts: 1,287 ✭✭✭✭✭✭✭

    @melenduar We are glad to hear that, feel free to contact us if you have any question.

  • jrdumlaojrdumlao Member Posts: 2
    Hi maam/sir can you help me with my Payoneer account, it says my USD balace has been disabled. My Customer ID: 18262221
  • Cristale_PayoneerCristale_Payoneer Administrator Posts: 1,287 ✭✭✭✭✭✭✭

    Dear @jrdumlao we unfortunately do not have the tools to assist you with this matter through the forum because it is reversed to general topics only.
    I suggest you directly contact the support and a representative will take a look at your details and further assist. You can do so via Chat, email or phone at 1-646-658-3695.

  • mohammed_ridhamohammed_ridha Member Posts: 15 ✭✭

    Hi maam can you help me with my Payoneer account, it says my USD balace has been disabled. My Customer ID: 31311121

  • KazPayoneerKazPayoneer Confirm Email, Member, Administrator Posts: 1,795 ✭✭✭✭✭✭✭

    Hello @mohammed_ridha,

    Please connect with our customer support so that they may advise you on why your USD balance is disabled. We wouldn't be able to be of much help here on the message board.

  • sam1987sam1987 Member Posts: 2
    what is the cs email address ?
  • morgamorga Administrator Posts: 1,612 ✭✭✭✭✭✭

    @sam1987 Please click here

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