VERSAPAY SUPPORT

Frequently Asked Questions

How do I reset my password?

Step 1
Click the “Forgot your Password?” link on the login screen.

Step 2
Enter the email address registered to your VersaPay account in the field provided and click the “Send Instructions” button.

Step 3
You will receive an email to setup a new password. Once received, click the “Reset my Password” button and you will be redirected to the password reset screen.

Step 4
Enter your new password in the field provided and once more in the confirmation field. Once completed, click the “Reset Password” button to complete the password change. Doing so will log you back into your VersaPay account.

Note: Your password will be validated against the four criteria shown here to ensure password security.

How do I reset my security questions?

As part of our commitment to the security of your information VersaPay used a two-step verification process. If you are not able to answer the security question that was assigned upon creating your account, please reach to the VersaPay support team at support@versapay.com or by calling 1-866-999-8729. Please be sure to indicate the VersaPay login email for your account. One of our agents will be happy to verify your account and assist in resetting your security questions.

How do I view my invoice(s)?

Step 1
Locate the invoice you would like to view in the “Invoices” tab. This tab will be your landing page when logging in to VersaPay ARC.

Step 2
Click on the invoice number to see the full online version of your invoice

Note: For a printer friendly version you can clink on the “View PDF” button located in the upper right corner of the screen. Once in the online PDF you can send the invoice to your local printer.

How do I download a PDF of my invoice(s)?

Step 1
Locate and open the invoice you would like to view or save in PDF format

Step 2
Within the invoice view click on the “View PDF” button located in the upper right corner of the screen

How do I download multiple Invoices?

Step 1
In the Invoices tab locate and select the invoices using the checkbox to the left of the invoice numbers you would like to view in PDF.

Step 2
Click on the PDF button to generate a single PDF document containing all selected invoices.

Step 3
Once the PDF has been generated it can be downloaded by clicking on the “download” link in the green “Your PDF is ready to download” banner.

How do I add my payment method (Bank Account or Credit Card)?

You will be prompted to add your payment method upon payment of your first invoice through the ARC system or it can be added by accessing the “Payment Methods” option in the menu. Via either method you will follow the same steps outlined below:

Adding a Bank Account
Based on the currency of your invoices you will be prompted to add a bank account in your invoicing currency.

When adding a USD bank account, you will be required to provide the following fields:

- Routing Number
- Account Number
- Bank Account Type
- Account Holder Name


When adding a CAD bank account, you will be required to provide the following fields:

- Select your bank *If your bank is not included on the provided list, select the “Don’t see your bank”? option below and add your three-digit institution number
- Transit Number
- Account Number
- Account Holder Name

Adding a Credit Card
When adding your credit card in to VersaPay ARC you will be required to provide the following fields:

- Card Number
- CCV
- Expiry Date
- Name on Card
- Zip/Postal Code

Note that the name and zip/postal code must match the billing information for the card number entered. If this information does not match the card may be declined upon entry. If this occurs, please review the billing name and zip/postal details and re-enter.

Card types accepted will vary based on the supplier you are making card payment to. The card types accepted are indicated in the card entry field.

Signing up for AutoPay upon adding payment method
When adding a funding source in VersaPay ARC you will always have the option to opt in for AutoPay if offered by your supplier. Selecting to opt in will automate your invoice payment process. Invoices will be auto paid from the funding source based on the timing assigned when activating your AutoPay agreement.

Note that once AutoPay is activated it will pay all invoices that meet the criteria including historic overdue invoices.

How do I pay my invoice?

Step 1
Locate the invoice or invoices you would like to pay in the “invoices” tab”

Step 2
Select the “Pay” option to pay the invoice(s) selected. Select “Pay All” if you would like to like to pay all invoices listed

Step 3
Select your payment source if you have multiple. This is done by selecting the visual representation of your payment source located at the top of the screen. Note you also have the option to add a new funding method if desired

Step 4
Review the invoices and payment amount. Once satisfied with the invoice(s) and amount being paid click on “Continue” to proceed to the payment review screen

Step 5
On the payment review screen you will be able to verify the funding source as well as the total amount being charged. Once you have confirmed both are accurate click on “Complete Payment”

How do I make a partial payment on my Invoice?

Based on the configuration set by your supplier you may have the option to make a partial payment on your invoice by following the steps below:

Partial payment on full invoice amount


Step 1
When in the payment screen containing the invoice to be partially paid click on the “Payment Amount” field, you will then be able to enter the amount you would like to pay in this field.

Step 2
Add a note in the text field to the right of the payment amount. This note detailing the reason for partial payment is required to proceed with your partial payment

Step 3
Click on continue and follow the remaining standard checkout process

Partial Payment by line item
When making partial payment at a line item level please follow the steps below:

Step 1
When in the payment screen containing the invoice to be partially paid click on the “Details” link indicated with a pencil icon

Step 2
Modify the payment amount in the “Payment” field to adjusted amount desired. As the amount is adjusted the balance remaining will also update to reflect the new open total of the invoice after the partial payment is complete.

Step 3
Add a note in the text field to the right of the payment amount. This note detailing the reason for partial payment is required to proceed with your partial payment

How do I access my historic Invoices?

Step 1
In the “Invoices” tab select the filter “More” to expand your filter options 

Step 2
 Select the status of “Closed” to view all invoices listed as paid in VersaPay ARC

How do I reset my PayPort password?


Step 1
Click the “Forgot your Password?” link on the login screen.

Step 2
Enter the email address registered to your VersaPay account in the field provided and click the “Send Instructions” button.

Step 3
You will receive an email to setup a new password. Once received, click the “Reset my Password” button and you will be redirected to the password reset screen.

Step 4
Enter your new password in the field provided and once more in the confirmation field. Once completed, click the “Reset Password” button to complete the password change. Doing so will log you back into your VersaPay account.

Note:
Your password will be validated against the four criteria shown here to ensure password security.

How do I reset my PayPort security questions?

As part of our our commitment to the security of your information VersaPay used a two-step verification process. If you are not able to answer the security question that was assigned upon creating your account, please reach to the VersaPay support team at support@versapay.com or by calling 1-866-999-8729. Please be sure to indicate the VersaPay login email for your account. One of our agents will be happy to verify your account and assist in resetting your security questions.

How do I change my password?

Step 1
Click on your business name at the top right corner of the page. From the settings menu that appears select “Profile”.

Step 2
You will see a section called “Change password”. Enter your current password in the first box provided to validate that you are the owner of the account. Enter a new password and confirm it in the fields provided. Click the “Change Password” button to save the changes.

Note:
your password will be validated against the four criteria below to ensure security.

Step 3
As you have saved the new password, you will be redirected back to the Dashboard and a confirmation banner will appear at the top of the screen stating that the account has been updated.

How do I request funds?

Step 1
Under the Transactions tab click the “Request Money” option.

Step 2
Enter the following information in the fields provided:

- Amount of money requested e.g. $1.23
Email address of the individual from whom the funds are being requested
Choose the fund source that the funds will be deposited into
Note: all three fields are mandatory to complete the transaction

Step 3
You also have the option to add a message, if needed to provide additional information along with the transaction request. There are three options:

- Attach a PDF invoice
- Add a link to a URL for the recipient to view
- Add a reference number e.g. PO#


Step 4
Once the transaction has been completed, click the “Next: Confirm Transaction” button

Step 5
Review the details of the transaction in the summary page shown. From the review page you can confirm the request, click the “Preview email” link to review the request email that will be received by your transaction partner, or you can also click the “Go Back” link to edit the request if it needs to be changed. When you are ready to confirm the request click the “Send Request Now” button.

Step 6
Once you’ve confirmed the request, you will be redirected to a confirmation page with the transaction details. On this page you will have the option to cancel the transaction with the “Cancel Transaction” button.

How to change the language of your user interface

Step 1
Click on your account name in the top right corner of your profile to open the settings menu. Select the “Profile” option.

Step 2
Under the “Language Settings” section at the bottom of the page, select the preferred language for the user interface from the drop-down menu of options provided and click the “Update” button to save the changes.

How do I check the transaction status?

To review the history of any transaction, click on the Transactions tab. Here you will find a list of all the transactions processed through your account. There are filters you can use to refine your search for a specific transaction if needed. Clicking on the token number, the unique identifier assigned to transactions, will display the history for that transaction.

The transaction history will provide the following information:

- Transaction initiation date
- Current status of the transaction
- Each transaction step and respective timeline


Note: Transactions funded by bank accounts may take up to 4 business days to process and complete.

How long does it take for a transaction to deliver?

Transaction Delivery Timing
Funding delay has been implemented by VersaPay and applies to all transactions. A funding delay means that the transaction will not complete for a set number of business days. The fund sender’s account is debited when the transaction is initiated and the credit to the fund receiver is held until the duration of the funding delay has lapsed.

VersaPay initiates a file transfer to the banks three times a day; once in the morning, once in the afternoon, and once in the evening.

The file transfer times are as follows:

- 5:30am PST / 8:30am EST
- 10:00am PST / 1:00pm EST
- 4:00pm PST / 7:00pm EST


The standard funding delay on all accounts is 4 days. If you pre-fund your VersaPay balance and are sending funds from the balance, your funding delay is reduced to 2 business days.

The timing for a transaction to complete its lifecycle can vary depending on what time of day the transaction was initiated. For example: If the transaction was initiated on a Monday before the first file transfer or throughout the day before the second file transfer, it is likely that it will be completed on a Friday. If a transaction is initiated on a Monday after the second file transfer, it is likely that it wouldn’t complete until the following Monday. The delay does not include weekends.

To review the estimated transaction delivery timing and status of your transactions, follow the steps outlined below:

Step 1
Click on the Transactions tab to view a complete list of your transactions. Click on the unique token number of an individual transaction to view it.

Step 2
The transaction history will provide the following information:

- Initiating transaction history and date
Status of the transaction
Steps of the transaction and their respective timelines

How do I verify a bank account?

Step 1
Within 2-3 business days of adding the bank account, a micro credit/debit from VersaPay will appear on your bank statement.

Step 2
You will also receive an email reminder from VersaPay to verify your bank account. Clicking on the “Verify my Bank Account” button will redirect you to VersaPay where you can login to your account to continue.

Step 3
You can also verify the bank account by logging into VersaPay and going to the “Funding Source” section. Click the “>” symbol next to the bank account to view it and then click the “Verify” button.

Step 4
Enter the amount of the micro transaction that you observed in your bank account in the field provided and click the “Verify Bank Account” button.

Step 5
You will be redirected to the dashboard and a confirmation banner will display at the top of the page stating that the bank account has been verified.

Note: 
A bank account must be verified before funds can be sent to or deposited within it. You will have three attempts to enter the amount of the micro transaction. If you do not verify successfully within three attempt then the bank account will become invalid and you will need to add it again to restart the verification process.

How do I create a batch file?

Step 1
To create a batch file, start by opening an Excel file with the following column names.

Step 2
Once the information has been entered into the spreadsheet, save the file as a .CSV (also known as Comma delimited).

Common Batch File Questions

Optional Columns:
These columns can be left blank if needed because they are not required fields, however the column name does need to be present otherwise the file will not process. Do not delete any of the column headers; the format of the file must remain as is.

Leading Zeros:
If there are numbers with leading zeros, e.g. for any of the banking information, you may notice that the zeros disappear causing problems with the file. You can format the field, starting the leading zeros with an apostrophe (‘) which will allow the cell to retain the leading zeros. For example, 001 is entered as ‘001 to retain the leading zeros.

Multiple Transaction Types:
Each batch file can only contain 1 transaction_type. Please create separate batch files for direct_debit and direct_credit transactions.

How do I upload a batch file?

Step 1
First you will have to create the batch file – visit the “How do I create a batch file?” page to learn how.

Step 2
To upload the file you’ve created, click on the “Transactions” tab and click the “Upload a batch file of transactions” option. This option can also be found within the “Quick Links” panel on the dashboard.

Step 3
Select the file you previously created and saved by clicking the “Choose File” button and locating the file.

Step 4
Once you have selected the file you would like to upload, choose the funding source that you would like to fund the transactions. The fund source selector will default to your primary funding source, so be certain to check that this is the correct fund source for the file you’re uploading.

Step 5
Once you have selected the funding source and selected the file, click the “Next: Confirm Transactions” button to upload the file for review.

Step 6
A confirmation page will be displayed that you can review to ensure that the batch file has uploaded successfully. You can also review the details of the batch before processing it. To process the transactions click the “Process” button. Clicking process will initiate the transactions, so you must be certain you’re ready to do so.

Step 7
Once the batch has been processed, it will appear in the list of files uploaded and/or processed. You can review the transactions in each batch by clicking the “View” link next to the batch. You can view the history of batch files uploaded and/or processed at any time by clicking the “Upload Batch File” link in your account. The various batch file states and what they mean are as follows:

- Ready to be processed: The file has been uploaded, but not processed yet – transactions in the file haven’t been initiated
- In progress: Transactions have been initiated and are in progress – they will be processed
- Processed: Transactions have been initiated, processed and are now completed


Common Batch File Questions


Optional Columns:
These columns can be left blank if needed because they are not required fields. However, the column name does need to be present otherwise the file will not process. Do not delete any of the column headers; the format of the file must remain as is.

Leading Zeros:
If there are numbers with leading zeros, e.g. for any of the banking information, you may notice that the zeros disappear causing problems with the file. You can format the field, beginning the leading zeros with an apostrophe such as ‘ which will allow the cell to retain the leading zeros. For example: 001 is entered as ‘001 to retain the leading zeros.

Multiple Transaction Types:
Each batch file can only contain 1 transaction_type. Please create separate batch files for direct_debit and debit_credit transactions.


Does PayPort have an API?

VersaPay can help you automate your processes further using our API for PayPort. You can integrate with our API to support and manage your transactions and pre-authorized debit agreements. More information on the functionality and configurations of our API can be found at developers.versapay.com

Phone: 1-866-999-8729

Email: support@versapay.com