I Can't Access My Account, What Can I Do?

KazPayoneerKazPayoneer Posts: 1,261Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

There are a number of different reasons why you would not be able to access your account. We'll cover some of the common reasons why in this thread, and will give you an opportunity to reply with your own problem if you are having issues accessing your account. We hope this thread will be helpful to help understand why you may be having issues accessing your account, with some pointers on what to do in these situations.

I Can Login, But My USD/GBP/EUR Balance Is Disabled!
Sometimes you may find that your account balances have been disabled. The reason that this happens can vary. However, the most common reason why this happens is because your account has entered a review.

At Payoneer, we periodically review your account and its activity. We do this for two reasons: first, for your safety, as it will help us identify if there has been any abnormal activity in your account or with your funds, and secondly, for regulatory reasons. Since we are a financial institution, we are at the behest of various different financial regulation and international laws. These regulations require us to be compliant at all times, so we have to review accounts to make sure that your account activity has not violated our terms and conditions.

In the case of these types of reviews, your account's balances and/or card are blocked to prevent you from receiving any payments. It makes sense, because we're unable to allow you to continue using your account until the review is over and you have been cleared. If there is a terms and conditions violation with your account, you will be notified of the next step, which would be account closure.

My Account Is Blocked!
If you see a message that your account had been blocked, and if you did not request that it was blocked, please check your e-mail inbox for any messages from us. You would receive a notice from us that says that there was a terms and conditions violation, and as a result, we blocked the account. In most cases, if your account was closed by our team, it would not be possible to reopen it. We're also not able to reveal the exact term, or exact reason why the account was closed past a violation of our terms and conditions.

My Password Is Not Accepted, Even After I Change It!
This is an issue that is fairly common. You may find that if you login using the same information, the information won't be accepted. So then, you change your password and find that the information is still not being accepted even though everything is correct. Here's the easy fix for this instance, feel free to try any step of these tips:

1) Reset your browser's cookies/cache. This is the solution for most technical-related issues, so you should always try this first. After clearing cookies/cache, try logging in again with the correct info.

2) Use a different browser, then try to login or reset the password again.

3) Use incognito mode/private browsing, then try to login or reset the password again.

If none of the above works, we suggest to contact our customer support team directly, so that they may contact the technical department and see what is going on.

I Am Trying To Change My Password/Send A Payment/Withdraw, But It Says Some Information Is Wrong!
When you try to change the password, you will typically need to enter in some security information, such as a security question, your username, phone number, and the date of birth. Please take the following in mind:

1) Your username is your e-mail address. If you receive Payoneer e-mails to a certain e-mail address, the e-mail address is your username. The username is always an e-mail address.

2) The date of birth is the date of birth that you entered when you applied for an account. Sometimes you may be unaware that you have made a mistake. The best way to know if your date of birth is correct is whether or not you have submitted a government issued ID or passport to us, and it was approved, verifying your account. If your account is verified, the date of birth will match that on your document. If it is not, and you suspect maybe there's an issue with your date of birth, please contact us for further steps.

3) You may need to reset your security question if you are making a withdrawal or sending a payment. This can be done easily by updating it in your online account.

If you're unaware of which information you are entering in incorrectly, or if you are sure that everything is correct, please follow the directions in the following prompt and clear cookies and cache. If it doesn't work, please contact our customer support team, as they can tell which information was incorrect and be able to advise you there.

I Forgot My Password, And I Cannot Reset It Because I Also Forgot My Phone Number/E-Mail!
This is also a common instance. If you don't remember the phone number, the best way to handle this situation is to contact our customer support team. They have a pretty detailed procedure in this and they can help you with a temporary password so that you can access your account.

As usual, the comments are open for discussion or if you have issues in regards to any of the topics. Thank you!

Comments

  • KazPayoneerKazPayoneer Posts: 1,261Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

    Hi @bravytech,

    It turns out that the payments were refunded and returned. It would take a few days before the source would receive the payments back. Once they receive, you should be able to withdraw them to your new account.

  • fajar_topenkfajar_topenk Posts: 1Member
    Hello. @payoneer my account was blocked because I filled in the wrong answer 3 times when I will transfer to a local bank. can you help me plz
  • Cristale_PayoneerCristale_Payoneer Posts: 1,277Administrator ✭✭✭✭✭✭✭
    edited April 18

    Hello @fajar_topenk

    We are sorry to hear that the access to your online account got blocked, in order to reset your password, please use the following link and follow the instructions.

    If it does not resolve the problem, we recommend you to contact the support directly via email, chat, by phone at 1-646-658-3695 or by sending a private message on our social media platforms via Facebook or Twitter.

  • KazPayoneerKazPayoneer Posts: 1,261Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

    Hello @EugeneDee,

    Please send a personal message with your account information for assistance on this.

    Thanks!

  • renzy85renzy85 Posts: 1Member
    I'm trying to sign up but it keeps telling me that my address has exceeded the limit. I try to lessen it but it's still saying the same thing. Help me please
  • Cristale_PayoneerCristale_Payoneer Posts: 1,277Administrator ✭✭✭✭✭✭✭

    Hello @mazen11499

    We unfortunately do not have the tools to assist you with this matter through the forum because it is reversed for general topics and not individual issues.
    In order to have someone from our support to take a look at this issue and answer your questions, i suggest you directly contact our support via Chat, email or phone at 1-646-658-3695.
    Thank you!

  • KazPayoneerKazPayoneer Posts: 1,261Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

    Hi there, please shorten the address (40 characters per line), and then clear your cookies and cache of your web browser and try again. If it doesn't work please try again after using incognito mode/private browsing.

  • KazPayoneerKazPayoneer Posts: 1,261Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

    Hi there @jahidhassan,

    From what you are describing, it looks like a review occurred of your account. During the review period, payments can be cancelled but the main thing is that you wouldn't be able to receive new payments until the review has concluded. We're very sorry about the inconvenience.

  • KazPayoneerKazPayoneer Posts: 1,261Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

    Hi, if you've received this response it means that the account was closed due to a violation and cannot be reopened. We apologize.

  • NodiashNodiash Posts: 1Member
    Hi.
    I used to sign in on my account via icloud mail. Recently l switched from ios to android and didn't use my icloud for a while and then he got blocked by apple. Now l. Can't log in to my payoneer account. Can you help me change my login email?
  • Aleksandra_PayoneerAleksandra_Payoneer Posts: 208Administrator ✭✭✭✭✭✭✭

    Hello @mdalone

    Our records show that this account was cancelled as you already have an existing account in our system. Payoneer currently allows only one account per person. Please kindly use your active account.

    Let me know in case if you will have any further questions

    Will be happy to answer general questions about Payoneer service.

    For any specific inquiries directly associated to your Payoneer account, please contact our Customer Care Support Center.

  • Aleksandra_PayoneerAleksandra_Payoneer Posts: 208Administrator ✭✭✭✭✭✭✭

    Hi, @Nodiash

    Please contact Customer Support in order to get relevant assistance in this regard. They will check your account and advise you accordingly

    Thank you

    Will be happy to answer general questions about Payoneer service.

    For any specific inquiries directly associated to your Payoneer account, please contact our Customer Care Support Center.

  • saifullah_72saifullah_72 Posts: 1Member
    Hello sir... sir i need you help ...from 9 days my payment is pending and my account balance is disabled..i send so many times documents but they didnt response well.then i cancelled my payment then agent say me wait for 2-3 days you will get your payment in paypal but i didnt receive any payment.. i am not able to chat with live chat.. just give my payment fast ...and if you want to block my account then you will but kindly give my payment back fast and fast.. because its my employee salaray and they are waiting from 12 days..
    thanks you sir.. i hope you will see my post ..and respond me
  • morgamorga Posts: 748Administrator ✭✭✭✭✭✭

    Hi there @saifullah_72 Thank you for reaching out to us! We are sorry to hear of this situation. We took a closer look and can see that currently it is undergoing an internal review with our team. You should receive an update in the next few business days. We appreciate your patience and cooperation in this.

  • SalmahhhhSalmahhhh Posts: 1Member
    Hi sir.... I changed my email address and i can't sign in cuz they keep telling me wrong information!!?
  • morgamorga Posts: 748Administrator ✭✭✭✭✭✭

    Hi there- please contact our support team directly so they can assist you in gaining access to your online account

  • Arthur_rontiniArthur_rontini Posts: 1Member
    Hi sir
    Why can't I log into my payer account, but the password and username that I entered are correct. is there a disturbance?
  • Arthur_rontiniArthur_rontini Posts: 1Member
    Somebody can help me...
    Why can't I log into my payer account, but the password and username that I entered are correct. is there a disturbance?
  • KazPayoneerKazPayoneer Posts: 1,261Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

    @Arthur_rontini, I suggest you send me a private message with your account details so we can figure out what is going on.

  • fatimaAfatimaA Posts: 1Member
    Hey, I get an access denied slogan when I press the log in button. Everything was fine a day back I dont know what happened to payoneer today.
  • morgamorga Posts: 748Administrator ✭✭✭✭✭✭

    @fatimaA In order to solve this technical issue, please login using a computer, making sure you clear the cache and cookies, change the browser if needed (we are compatible with Google Chrome and Internet Explorer) and connect using the incognito/private mode.

    If this doesn't work, try accessing our website from a completely different network or server.

    If all these actions don't resolve the issue, please provide our support team with a full screenshot of the issue you are having

  • KazPayoneerKazPayoneer Posts: 1,261Confirm Email, Member, Administrator ✭✭✭✭✭✭✭

    We are sorry to hear about this, but we can assure you that all related payments were returned to the source.

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