Frequently Asked Questions

• Prepaid Cards
• Bank Account Payments

Prepaid Cards

Why is my Participant Payments card not working?

If your card was declined, it might be because:

• The card was used at a location that uses merchant holds.
  • Like any debit card, the purchase might be declined even when there is enough money on the card for the purchase. Some businesses (such as restaurants, hotels, gas stations, and rental car agencies) require a hold for an amount larger than the purchase price to cover tips or other charges. After the final payment is received, this hold is removed. If the purchase amount plus the hold amount is bigger than the amount on the card, the purchase will be declined. 
• The card was used for a partial payment of a total.
  • Some merchants have terminal settings that don't allow splitting payments across cards. If the purchase amount is larger than the amount on the card, the purchase will be declined. 

If the card was not declined, the card might not be active.

• The card might not be active. It might be suspended, disabled, marked as lost/stolen, or locked. If you think this might be the case, contact the organization running the trial.
• The card might have been run as Debit without a PIN. Cards can always be run as Credit, but you can’t run your card as Debit without first setting up a PIN.

Why isn’t my PIN working?

You might need to set up your PIN. The card doesn’t come with a pre-set PIN. To set one up, call the number on the back of your card or log in to your PayPortal account.

• You have a new card. You need to create a new PIN for each card assigned to you. But do note that any money on your previous card will be transferred to your new card automatically.

How do I reset my PIN?

You can do this via phone or online.

• Phone: Call the number on the back of your card. You’ll need to provide the last 4 digits of the Inventory Control Number (ICN) listed on your card. Note that you won’t be able to change your PIN to those 4 digits. You can only reset your PIN by phone one time. After that, you’ll need to change it online.
• Online: Log in to your PayPortal account and go to Home > My Cards > Action > Reset PIN.

How do I see how much money is on my card?

To check your balance and transaction history, you need to create a PayPortal account. To do this, go to forte.hyperwallet.com. You can then check your balance and transaction history under the History tab.

Bank Account Payments

Why isn’t money showing up in my bank account?

You need to set up your PayPortal account to have money automatically sent to your bank. Otherwise, you need to log in to your PayPortal account every time you are paid and transfer the funds to your bank account.