The Payees tab of the Admin Console includes features to help view and manage your payees.
To add a new payee, you will need to generate a new “token” or sign-up link for that payee:

• Click on the “Payees” tab of the Partner Admin Console.
• Select “Invite Payee” from the “Payees” menu.
• Enter the required information and click on “INVITE”.
• Once tokens are generated, send them out to your payees so they can register for Payoneer accounts.

The Payee ID is a unique ID that will help you identify your payee. You can choose any payee ID for your payees depending on how they are assigned on your platform or based on your accounting/reconciliation needs.

This error means that the chosen payee ID you are trying to onboard already exists and is assigned to another payee you’ve previously invited. Please change the payee ID and retry to generate a link.

A payee’s status can be viewed in the “Payee Details” section of the Payees tab.

You can filter your payees by the Active/Inactive status.
The “Active” status means that a payee is ready to receive payments. The “Inactive” status means that a payee’s account has not yet been approved.
Additionally, you can receive more information on your payees’ statuses in the “Payee Status” report, whose capabilities are covered in the Reports FAQs.

In the “Payee Details” section of the Payees tab, you can view which payment method each of your payees has and filter them by this parameter:

The “Change Payee ID” option is a handy tool to change a payee ID for your payee if they have been assigned a wrong payee ID before, or if you would like to change a payee ID automatically generated by the system. You need to enter the current Payee ID, set a new one, and the system will instantly update the payee ID for the payee in question.

The “Invite payee” section of the Payees tab has the option to generate multiple registration links at once – Invite Multiple payees:

Please note that if you generate registration tokens through this option, you can not assign Payee IDs on your own, as the system will generate them automatically.

We also offer the Bank Account Mass registration option found in the Payees tab for some Mass Payout accounts' setups. You can register as many payees as you require by filling out the Mass Registration file with the payees' bank information through this feature. Once the file is filled out and uploaded, the system will process the information and create an account for each payee.
As soon as a file goes through, all the registered payees are reflected in the “Payee Details” section.

If a payee you wish to add to your Mass Payout account already has a Payoneer account, you still need to generate a registration token for them. After they follow the provided link, they can click "Already have an account" on the very first step.

Then, the payee can log in to their existing account, and the system will establish a connection between their Payoneer account and your Mass Payout account.

If a payee has just applied for an account, they might be inactive because their account is still undergoing a standard approval process. If one of your payees has remained inactive for a few days, you can receive more information about their account’s status from the Payee Status report.
The payee was most likely requested to provide additional information to have their account approved. The "Payee Status" report shows which information was requested for each inactive payee and which documents were submitted and are under review.

The standard approval process can take up to 3 business days. If a payee was asked to provide additional information, the account approval process might take longer. A payee can always check if there is an open information request in their “My Account” “Verification Center”. In addition, you can see if a payee was asked for additional details in the “Payee Status” report.

This might occur if a payee hasn’t completed the registration process through a registration link/token you provided them with, or if a payee has applied directly through the Payoneer website, which prevented a connection between their Payoneer account and your Mass Payout account. Please verify with a payee how they registered their account to ensure that they completed their application through a token you’ve generated for them.

If you need to disconnect one of your payees, you should reach out to the us via the Help -> Contact Us section and submit a request with the relevant category.
Please note that we can enable the permission to Disconnect payees on your user. Therefore, if you feel like such a feature could be helpful for you, please let us know and we will be happy to assist.

Please make sure that you are downloading the correct template for your payees’ registration, according to the accounts’ type, country, and currency. Once you have downloaded a file, above each column name in bold there is a “Description” field explaining what you should enter. Additionally, you can see “Min/Max” instructions that indicate character limits for each parameter.

Please note that you should choose the “Express” type of registration so your payees will not have a Payoneer “My Account” but rather get their funds directly to their bank account.

Please note that if one of the fields in the Mass Registration file was filled out incorrectly, the system would return an error while uploading the file, along with an option to download a file where the incorrect field/s are highlighted, so you could see what should be edited. Once you fix the field(s) highlighted in red, the file should go through successfully.

All of your payees who have a Payoneer Account can reach out to our Customer Care team to ask for assistance with any issue they might face with their account. To do so, they should go to the Support Center and submit a request via one of the available channels.

Feel free to reach out to the Client Services team if one of your payees is having issues receiving assistance from our Customer Care team. Please ask the payee to provide a reference number of the request with our Customer Care team and escalate the issue with us via Help -> Contact Us.

Payments are initiated using the Payments tab of the Admin Console. This section includes several payment options: Single payment, Multiple payments, Mass Payments.

• Select the “Single Payment” option from the “Payments” menu.
• Enter the required information and click “PAY”.
• You will receive a confirmation or a relevant error message.

• Select the “Multiple Payments” option from the “Payments” menu.
• A list of all the Payees eligible to receive payments will be displayed.
• Select the payees you wish to pay.
• Enter the required information for each payee. The payment ID needs to be unique each time (similar to a check number).
• Once you have entered the required payment information, click “SUBMIT”.
• The next screen summarizes the payments that will be initiated; you can click “Process Payment” or return to the Payee List.
• You will receive a confirmation or a relevant error message upon processing completion.

• Select the “Mass Payment” option from the “Payments” menu.
• Upload your Mass Payment file. Note: Mass Payment files can be processed in XML or CSV formats.
• Once uploaded, a list with all the payment information included in the Mass Payment file will be displayed.
• Review this list to confirm that the details are correct. Once you have reviewed the payment information, click “Process Payment” to process the Mass Payment file.
• You will receive a confirmation or a relevant error message.

The Payment ID is a unique ID for each payment transaction you perform through Payoneer. You can choose any payment ID based on your accounting/reconciliation needs.

This means that the chosen payment ID already exists and is assigned to another previously initiated payment. Please change the payment ID and attempt to reprocess the payment.

Please note that if one of the fields in the “Mass Payments” file was filled out incorrectly, the system would return an error while uploading the file, along with the option to download a file where the incorrect field(s) are highlighted, so you could see what should be edited. Once you fix the field(s) highlighted in red, the file should go through successfully.

• Select the “Cancel Payment” option from the “Payments” menu.
• Enter the Payment ID of the payment you wish to cancel and click “Confirm”.
• You will receive a confirmation or a relevant error message.

Please note that you can only cancel payments with a “Pending” status. Failed Bank Transfer payments that were processed and failed will also appear as “Pending” but cannot be canceled from your end, as we are already working with a payee to get the correct bank information to re-process the payment. If we will not be able to resolve this with the payee, these payments will automatically be canceled on a monthly basis. If you would like to have these payments canceled earlier, please reach out to us via this form.

You can view a payment’s status in the "Manage Payments" section of the Payments tab.

You can filter payments by the “Transferred”, “Pending”, “Pending Payee”, and “Cancelled” statuses.

This issue can only occur with payments processed via the Bank Transfer payment method. A payment can be delayed and not be credited to a payee's bank account while still appearing as "Transferred" in the Admin Console.
The payee should check the payment's status with their bank and provide them with a Transfer Confirmation they can upload from their My Account. You can also provide the payee with a "Transfer Confirmation for Partners" report in the Reports tab.

Mass Payout account setup does not support paying to a Payoneer account that is not connected.
You need to provide a registration link to a Payoneer user and have them establish the connection via a Payee ID to pay them.

You can receive more information about a pending payments' status in the "Payment Report" report, whose capabilities are covered in the Reports FAQs.

Payouts made to Account/Prepaid card payment methods are loaded either immediately or within 48 hours after submission, depending on the payee's chosen load type.
Bank Transfer payments processing can take 2-24 hours and then up to 3 business days to reach a payee’s bank account.

Yes, we can set up a dual approval system for payments’ submission so that one person could submit payments and another could approve them to be processed.
If you are interested in setting this up, please submit a request to us via Help -> Contact Us, with the following information:

• How many approvals would you like your Mass Payout account to require before payments can be processed?
• Which Admin Console User should have payments submission permissions?

If you receive this error message when approving payments, it means that the Payouts capability on your account was restricted for not meeting the Periodic Compliance review timeframes. Kindly check the "Company profile and information" FAQs for more information.

We do offer a feature that allows setting a future date for payment processing.
If you are interested in setting this up, please submit a request to us via Help -> Contact Us.

You can view Funding details for your Mass Payout account balance top-up in the “Funding” tab in the Admin Console. Click on “Fund Your Program” to see the relevant bank information:

As Payoneer is a regulated company, each source of funds must be approved to process incoming transfers. Therefore, if you would like to start sending funds from a bank account that was not previously mentioned in the Due Diligence form of your Mass Payout account, please reach out to us via Help -> Contact Us providing the following information:

If you would like to change the bank account you are sending the funds to due to currency, transfer type, bank’s location, or any other reason, please reach out to us via Help -> Contact Us, so we could further review and assist.

We offer a few alternative funding options in addition to the standard bank transfer funding.
In case you are interested in exploring which options can be enabled for your Mass Payout account, please reach out to us via Help -> Contact Us explaining your need, and we will try to find the most suitable solution for you.

Please reach out to us via Help -> Contact Us, choosing the “Funding my client account” category, the “Incoming transfer hasn’t arrived” sub-category and provide all details about the incoming transfer. Kindly make sure to attach a transfer confirmation, so we could raise the issue with our bank and assist you as soon as possible.

Important information to note!

• Wire transfers take longer (3-5 business days) to arrive than ACH (1-3 business days). Please make sure to check the value date on your transfer confirmation before reporting a missing transfer;
• It is crucial to include your Program ID in the transfer comments to ensure efficient and proper allocation of the funds to your Mass Payout account. If you are funding to EarthPort bank account, including VAN is also extremely important;
• When attaching a transfer confirmation file to your request, please make sure it includes – sent date, value date, amount, currency, target bank details, and relevant details in the comments section (as per the point above).

If you have multiple Mass Payout accounts and would like to transfer funds between them, please reach out to us via Help -> Contact Us, and we will assist you with enabling this feature.
This feature can be enabled even if the Mass Payout accounts in question are in different currencies.

To return funds from your Mass Payout account balance to your bank account, please reach out to us via Help -> Contact Us, choose "Funding my client account", then the "Refund Request" sub-category, and provide us with the exact amount to return. Kindly note that we can only return funds to an approved bank account you have previously indicated in the Due Diligence form of your Mass Payout account.

Account Statement - documents every credit and debit transaction made to the Mass Payout account and provides a running account balance after each transaction.

“Date” indicates the date when the debit/credit took place;
“Payment ID” indicates the Payment ID assigned to each transaction from your end;
“Payee ID” indicates the Payee ID of a payee who is associated with debit/credit;
“Debit” indicates negative transactions that took place on your Mass Payout account;
“Credit” indicates positive transactions that took place on your Mass Payout account;
“Description” indicates either description assigned to a transaction from your end, or a generic description for transactions from our side;
“Virtual Balance” indicates the remaining balance on the account available for use;
“Actual Balance” indicates the total amount of funds you have on your balance at the exact point in time (including payments in “pending” status);
Please note, if you only see a single “Balance” column, it reflects your account’s “Virtual Balance”.

Payment Report - documents all debits (payments) made from the Mass Payout account to individual payees.

“Payee ID” indicates the Payee ID of a payee who is the recipient of a payment;
“Partner Payment ID” indicates the Payment ID assigned to the payout from your end;
“First Name” indicates a payee’s First name as registered in Payoneer;
“Last Name” indicates a payee’s Last name as registered in Payoneer;
“Company name” indicates a payee’s Company name (if they have registered as a company instead of an individual);
“Country” indicates a payee’s country of residence as registered in Payoneer;
“State (US)” indicates a payee’s residence State as registered in Payoneer (only for US residents);
“Email” indicates a payee’s email address as registered in Payoneer;
“Payment Date” indicates the date when a payment was issued;
“Status” indicates the current status of a payment;
“Currency” indicates the currency in which a payment was issued;
“Amount” indicates a payment’s amount;
“Payment Method” indicates the payment method to which a payee receives a payment;
“Description” indicates the description you have assigned to a payment;
“Group ID” indicates the Group ID you have assigned to a payment;
“Expected Landing Date” indicates the estimated landing date for a payment (relevant only for bank transfers);
“Payoneer Payment ID” indicates a Payoneer Internal payment ID;
“Payment Status Description” shows additional details about a payment’s status;

Yes, you can. Please enter a specific payee ID before exporting the report to see only payments related to the chosen payee.

Partners Fee Summary - displays all subsidized Mass Payout account fees, if applicable, on an individual payee basis.

“Partner Payee ID” indicates the Payee ID of a payee who is the recipient of a payment;
“Payoneer Payee ID” indicates the Payoneer Internal Payee ID of a payee who is the recipient of a payment;
“First name” indicates a payee’s First name as registered in Payoneer;
“Last name” indicates a payee’s Last name as registered in Payoneer;
“Transaction date” indicates the payment’s issue date;
“Payment ID” indicates the Payment ID assigned to the payout from your end;
“Payment Amount” indicates a payment’s amount;
“Fee” indicates the fees charged for the payment;
“Fee Description” indicates a description of each type of fees;
“Payment Method” indicates to which payment method a payee receives a payment;

Transfer Confirmation for Partners is a confirmation document that contains details of a specific payment transferred to a payee’s bank account. You can provide the Transfer confirmation to the payee if they have not received a payment to their bank account yet to check the payment’s status with their bank.

Payee Report documents all unique Payee IDs connected to your Mass Payout account, who have registered for a Payoneer account on a stated date and their status.

“Payee ID” indicates the Payee ID of a payee who is the recipient of a payment;
“First Name” indicates a payee’s First name as registered in Payoneer;
“Last Name” indicates a payee’s Last name as registered in Payoneer;
 “Email Address” indicates a payee’s email address as registered in Payoneer;
“Country” indicates a payee’s country of residence as registered in Payoneer;
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