MyPayWizard FAQ - Paywizard Corporate Website
31 March 2016

MyPayWizard FAQ

About MyPayWizard

What is MyPayWizard and how does it work?

MyPayWizard is the secure, safe trusted way to pay for your digital content on your PC, TV and mobile. It’s free to register, see all your transactions in one easy to use account, and control how much you spend.

Once registered for a MyPayWizard account, just select MyPayWizard as your method of payment. You will be asked to confirm your secure login details, or you can set a chosen merchant as a favourite allowing instant access to your digital content.

You can pay for purchases with money held in your MyPayWizard Account – your e-wallet.

MyPayWizard is currently available in Pounds Sterling (GBP), Euros (EUR) and US Dollars (USD).

Why should I have a MyPayWizard Account?

MyPayWizard is the secure, safe trusted way to pay for your digital content on your PC, TV and mobile. It’s free to register, see all your transactions in one easy to use account, and control how much you spend.

MyPayWizard Accounts can be funded by Visa, Visa Electron, MasterCard, UK Maestro and JCB.

In the future you’ll also be able to fund your MyPayWizard Account by Direct Debit.

Are there any fees for using MyPayWizard?

There are no fees to open or manage a MyPayWizard Account. However there is a fee of £1.50 if you wish to make a withdrawal to cover all necessary admin charges.

Is MyPayWizard safe?

MyPayWizard understands that security of your personal information and payment details is important. MyPayWizard will provide you with a secure, safe, and trusted way to purchase online. PayWizard achieves this by:

  • Storing your details in a secure location that meets the highest standards of security set by the Payment Card Industry Data Security Standards ;
  • Never passing your financial details onto any third party; and
  • Never sending you an email with a hyperlink to your PayWizard Account (other than in response to a request from you to reset your password or PIN or change other security/login details)

For your added peace of mind PayWizard is regulated by the Financial Conduct Authority.

How do I use my MyPayWizard Account at a PayWizard merchant?

Simply select MyPayWizard as your method of payment when purchasing on a PayWizard merchant’s site, where you will then either be asked to enter your secure login details, or, if you’ve already selected the merchant as one of your favourites, your purchase will be made instantly without the need to login, allowing instant access to your digital content.

What is the maximum amount that can be held in my MyPayWizard Account?

The maximum amount that can be held in your MyPayWizard Account is €150 or the equivalent amount in Sterling and US Dollars.

Subscriptions

I wish to cancel my subscription payment, what do I do?

To cancel a subscription payment, please contact the merchant directly. In the case of Direct Debit, you should also inform your bank. As your subscription agreement is with the merchant, and not with PayWizard, we are unable to cancel the subscription for you.

I have a query about my subscription payment, who do I contact?

If you have a question regarding your subscription, please contact the merchant in the first instance. PayWizard customer support can only assist with information on your MyPayWizard Account and payment transactions. Product-related questions must be directed to the merchant who supplied the goods or services.

How do I change the payment details associated with my subscription?

To change the payment details associated with your subscription, all you need do is follow the simple steps below:

  • Log in to your MyPayWizard Account using your email address and your existing password;
  • Once you are logged in, click ‘Subscriptions’ at the top of the page and;
  • Select ‘Manage subscription’ on the subscription you wish to change your details to. Then;
  • Choose your preferred details from the payment details list then save and associate the selected payment details with the subscription.

How do I add new payment details to my subscription?

To add new payment details to your subscription, all you need do is follow the simple steps below:

  • Log in to your account using your email address and your existing password;
  • Once you are logged in, click ‘Subscriptions’ at the top of the page and;
  • Select ‘Manage subscription’ on the subscription you wish to add new details to. Then;
  • Select the option to add new payment details and follow the simple on-screen instructions to enter, save and associate new payment details with relevant subscriptions.

What payment methods can I use for my subscription payment?

Subscription payments must be funded by a continuous payment card, ie Visa, MasterCard or JCB . Or from mid 2011, Direct Debit will also be available to select.

View Balance and Transaction History

How do I check my MyPayWizard Account balance?

To check your MyPayWizard balance simply login to your MyPayWizard Account and it’s right there!

How can I see all my past transactions on my MyPayWizard Account?

To view your transaction history, simply to log into your account and, whilst in ‘Account Summary’ you’ll see a list of your most recent transactions. For older transactions, you can search from your chosen date for up to a period of 30, 60 or 90 days.

Top Up MyPayWizard Account

How do I amend or cancel my auto top up?

To amend or cancel your auto top up, simply log in to your MyPayWizard Account. Once logged in, click on ‘Account’ at the top of the page, then click on ‘Manage auto top up’ and follow the on-screen instructions.

How do I amend or cancel my monthly top up?

To amend or cancel your regular top up, simply log in to your MyPayWizard Account. Once logged in, click on ‘Account’ at the top of the page and then click on ‘Manage monthly top up’ and follow the on-screen instructions.

How do I top up my MyPayWizard Account?

Topping up your MyPayWizard Account couldn’t be easier!:

You need only log into your MyPayWizard Account, click any ‘Top Up Now’ button and follow the simple on screen instructions.

It really couldn’t be easier!

What payment methods can I use to top up my MyPayWizard Account?

You can top up your MyPayWizard Account using Visa, Visa Electron, MasterCard, UK Maestro and JCB.

In the future you’ll also be able to top up by Direct Debit.

Disputes

What do I do if there are transactions that I did not make on my account?

If there are transactions that you do not recognise in your transaction history you must report them immediately via our contact form.

Account Creation

How do I set up a MyPayWizard Account?

It’s easy to setup your MyPayWizard Account. Once active, you can use MyPayWizard as a safe way to pay for your digital content from a variety of merchants. Register online now and follow our simple 3 step process.

If you would like guidance or further information, please click here to contact the PayWizard team.

Managing your MyPayWizard Account

How can I manage my MyPayWizard Account?

Once registered you can manage your own MyPayWizard Account. Amongst the things you are able to do are:

  • Check your MyPayWizard balance
  • View your previous transactions
  • Edit your personal and financial details
  • Top up your MyPayWizard account
  • Speed up the purchase process by selecting merchants as your favourite
  • Protect yourself against overspending on your favourite merchants by selecting your own daily spend limit that cannot be exceeded unless you allow

How do I change the day for my monthly top up?

To change the day for your monthly top up, simply log into your MyPayWizard account. Once logged in, please click on ‘Account’ at the top of the page and then click on ‘Manage monthly top up’ and follow the on-screen instructions. Please note, you are unable to select 29, 30 or 31 as monthly top up dates. The choice of date must be between 1 and 28.

  • Click on the drop-down list of days and select the day you wish your monthly top up to be taken.
  • Scroll down to the foot of the page and click on ‘Save changes’.
  • Review the summary, and if all details are correct, click on ‘Confirm’. (If not, click on ‘Edit’ to go back to the ‘Manage monthly top up’ screen and repeat steps 1-3 to make further amendments.)

The screen displays the message, “Your monthly top up has been updated successfully”. Confirmation is then sent to your email inbox. To ensure you receive this email, please also check that the ‘Please confirm all top ups to me by email’ preference box is ticked within the ‘Personal Details” section of your MyPayWizard Account, and add noreply@paywizard.com to your address book.

How do I change the amount of my monthly top up?

To change your monthly top up amount, simply log into your MyPayWizard Account. Once logged in, click on ‘Account’ at the top of the page, then click on ‘Manage monthly top up’ and follow the on-screen instructions.

  • Click on the desired amount – you can choose from £5, £10, £15 or £20.
  • Scroll down to the foot of the page and click on ‘Save changes’.
  • Review the summary, and if all details are correct, click on ‘Confirm’. (If not, click on ‘Edit’ to go back to the ‘Manage monthly top up’ screen and repeat steps 1-3 to make further amendments.)

The screen displays the message, “Your monthly top up has been updated successfully”. For security purposes, confirmation is sent to your email inbox. To ensure you receive this email, please also check that the ‘Please confirm all top ups to me by email’ preference box is ticked within the ‘Personal details’ section of your MyPayWizard Account, and add noreply@paywizard.com to your address book.

How do I change the amount of my auto top up?

To change your auto top up amount, simply log into your PayWizard account. Once logged in, click on ‘Account’ at the top of the page, then click on ‘Manage auto top up’ and follow the on-screen instructions.

  • Click on the desired amount – you can choose from £5, £10, £15, or £20.
  • Scroll down to the foot of the page and click on ‘Save changes’.
  • Review the summary, and if all details are correct, click on ‘Confirm’. (If not, click on ‘Edit’ to go back to the ‘Manage auto top up’ screen and repeat steps 1-3 to make further amendments.)

The screen displays the message, “Your auto top up has been updated successfully”. For security purposes, confirmation is sent to your email inbox. To ensure you receive this email, please also check that the ‘Please confirm all top ups to me by email’ preference box is ticked within the ‘Personal details’ section of your MyPayWizard Account, and add noreply@paywizard.com to your address book.

Can I have an auto top up as well as a monthly top up?

At the moment, we do not offer the option to have an auto top up and monthly top up at the same time.

Payment Details

How do I add new payment details?

To add new payment details to your MyPayWizard Account just follow the 3 simple steps below:

  • Step 1 > log into your account using your email address and your existing password;
  • Step 2 > once you are logged in click ‘Payment Details’ at the top of the page; and
  • Step 3 > select the option to add new payment details and follow the simple on screen instructions

How do I remove payment details?

To remove payment details from your MyPayWizard Account just follow the 3 simple steps below:

  • Step 1 > log into your account using your email address and your existing password;
  • Step 2 > once you are logged in click ‘Payment Details’ at the top of the page;
  • Step 3 > select the option to ‘Delete Payment Details’ and follow the simple on screen instructions

Please also note:

If you are trying to remove the default payment method already associated to your PayWizard account and there is a payment that is currently in process, then you will not be able to remove it until the payment is complete.

Personal Details

How do I change my personal details?

Changing your personal details is simple. Just follow the 4 simple steps below:

  • Step 1 > log into your account using your email address and your existing password;
  • Step 2 > once you are logged in click ‘Personal details’ at the top of the page;
  • Step 3 > then change your personal details as required; and
  • Step 4 > finally you need only answer your security question then click ‘Save Changes’

Vouchers

What are voucher codes and how do they work?

Voucher codes allow you to take advantage of any incentives that your merchant may be offering. Voucher codes are easy to use.

During the product purchase process you will see a section that allows you to enter the voucher code and take advantage of the offer from the issuing merchant.

Please note: If you have set up the merchant as a favourite, you should add the voucher code to your PayWizard account before making the purchase. You can do this by logging into your PayWizard account and selecting the “Voucher” tab. Enter the voucher code in the “Add a new promotional voucher to your account” section and then proceed to “checkout” with your purchase on the merchant’s website page.

Withdraw/retrieve funds

How do I withdraw/retrieve money from my PayWizard account?

You can withdraw funds from your MyPayWizard Account by logging into your account and selecting ‘Account’ at the top of the page. Then, after selecting ‘Withdraw Funds’, enter the amount you wish to withdraw and choose the correct payment details where you want the money to be refunded to. Finally, to confirm your request to proceed with the withdrawal, click ‘Withdraw Funds’ and follow the simple process from there.

Please also note:

  • Withdrawals take two to three business days to post to your selected payment details
  • There is a charge of £1.50 for withdrawing funds from your MyPayWizard Account to your chosen payment method
  • There is a maximum withdrawal amount of your current account balance less the withdraw funds charge

Are there any fees for withdrawing/retrieving funds?

Yes, to cover the costs of the necessary admin, there is a charge of £1.50 for withdrawing funds from your MyPayWizard Account. This is the only charge you’ll ever receive from PayWizard – no withdrawals = no charges!

Favourite Merchants

What is a favourite merchant?

Purchasing media content in this exciting and evolving digital world shouldn’t be the same as logging in, adding items to a shopping trolley, and then checking out! That’s much too frustrating and time-consuming.

We agree with you that when you purchase digital media content you want it instantly. You also want the whole process to be secure, smooth and simple.

Setup a favourite merchant using MyPayWizard’s unique pre-authorisation feature, and access your media content immediately on any device with a simple push, tap or click – no more frustrating logins and passwords.

You can select your favourite merchants at any time, and don’t worry about spending too much with your favourite merchants as you can set a daily spend limit, allowing you to spend as much or as little as you wish with each of your favourites – just for your security and peace of mind.

One-click access to media content – it couldn’t be faster, or simpler!

How do I set up a favourite merchant?

Selecting a merchant as a favourite couldn’t be easier, and we’ve given you 2 ways to do it!:

  • Option 1 > Log into your MyPayWizard Account, click select the ‘Favourites’ tab at the top of the page and select the favourites box next to your chosen merchant; or
  • Option 2 > During a purchase, when asked to confirm your purchase, select the ‘To speed up future purchases…’ box and the next time you make a purchase from the merchant you’ll be fast tracked to your selection!

It really couldn’t be easier!

Money Transfer

Is there a fee to transfer or receive money?

There is no fee to transfer money to an account or to receive money that has been transferred to you.

The standard £1.50 withdrawal charge does apply when you withdraw any funds from your PayWizard account.

How long do the funds take to transfer?

The transfer of funds is an instant process.

Where can I view all my transfers?

You can view transfers that have been made by logging into your MyPayWizard Account and selecting either the ‘Account Summary’ tab or ‘Money Transfer’ tab. Your full money transfer history is displayed in the ‘Money Transfer’ tab.

How do I transfer funds in another currency?

To transfer money, log in to your MyPayWizard Account.

  • Select the Money Transfer tab.
  • Enter the recipient’s email address.
  • Enter the amount you wish to transfer.
  • Select the currency (using the dropdown list).
  • Click on “Continue” and then, once you have reviewed that all the entered details are correct;
  • Click on “Confirm” to complete the transfer process.

How do I receive funds in another currency?

Confirmation of your money transfer will be emailed to your registered email address on your MyPayWizard Account.

Regardless of the currency the sender chooses, the transfer will be received in the currency of your e-wallet.

What is a subscription payment?

A subscription payment is a recurring payment made by a customer in exchange for access to products or services, for example, on a monthly or annual basis.

Contact us

For business enquiries please call +44 207 748 0098 or complete the form. For customer enquiries including subscription, billing, and support please complete the form, alternatively call our support team on 0344 855 7888.