Versapay Support

Our Customer Success team is here to support you and your team via phone and email. We also provide self-service resources in this FAQ section, and peer-to-peer connections in our Account Receivables All-Stars LinkedIn group.

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Frequently Asked Questions

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  1. How do I reset my password?
    1. Click Forgot password? on the login page.
    2. Enter the email address registered to your Versapay account in the field provided and click Send Instructions. You’ll receive an email to set up a new password.
    3. Once received, click Reset my Password. You are redirected to the password reset page.
    4. Enter a new password. Take note of the guidelines for character length and special characters.
    5. Enter the new password again then click Reset Password to complete the password change. This logs you back into your Versapay account.

    Note: If there’s an issue with your new password (you’ve re-used a previous password, for example), you will be prompted to enter another password.

  2. How do I reset my security questions?
    1. Click Reset your Security Questions on the login page. You will receive an email with a recovery link to reset them.
    2. Click the link in your email directing you to reset your security questions. Before selecting new security questions, enter your password and click Verify Password:
    3. After entering your password, select new security questions and enter the answers for those questions.
    4. Click Reset Security Questions.
  3. How do I view my invoices?
    1. On the Invoices page, find the invoice you would like to view. (The Invoices page is the default landing page.)
    2. Click on the invoice number to see the full online version of the invoice:

    The invoice displays on the Invoice detail page:

    Note: For a printer-friendly version, click the View PDF button located in the upper right corner of the page. You can then print the invoice and/or save it to your network or on your computer.

  4. How do I download a PDF of an invoice?
    1. On the Invoices page, find and open the invoice you would like to view or save as a PDF.
    2. When the invoice opens on the Invoice detail page, click View PDF located in the upper right part of the page:
  5. How do I download multiple invoices?
    1. For the invoices you would like to download, select the invoices using the checkbox to the left of the invoice number on the Invoice listing page.
    2. Click the PDF button. A single PDF document is generated that consists of all the selected invoices.
    3. Once the PDF has been generated, click the download link in the banner:
  6. How do I add my payment method (Bank Account or Credit Card)?

    You are prompted to add a payment method when you pay your first invoice through ARC or it can be added by accessing ‘Payment Methods’ in the menu (regardless of which path you choose the steps are the same).

    Add 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 content for 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, click Don’t see your bank? and add your three-digit institution number)
    • Transit Number
    • Account Number
    • Account Holder Name

    Add 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: The Name on Card 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 to whom you are making card payment. The card types accepted are indicated in the card entry field.

    Sign up for AutoPay when adding payment method

    When adding a funding source in Versapay ARC you always have the option to opt in for AutoPay if AutoPay is 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: Once AutoPay is activated it will pay all invoices that meet the criteria including historic overdue invoices.

  7. How do I pay my invoice?
    1. On the Invoice listing page, find and select the invoice or invoices you would like to pay.
    2. Click Pay to pay the selected invoice(s) selected or click Pay All if you would like to like to pay all open invoices.
    3. On the Ready To Pay page, select how you want to pay and click Continue. (You can also add a new payment method if desired.)
    4. Review the payment details on the Summary of Payment page, then click Complete Payment.
  8. How do I make a partial payment on an invoice?

    Based on your supplier’s configuration, you may be allowed to make a partial payment on your invoice.

    Partial payment on full invoice amount

    1. On the Ready To Pay page, in the ‘Payment’ field, enter the amount you would like to pay.
    2. Select a reason from the dropdown in the ‘NOTE’ column (a reason is required before you can proceed with payment). You can enter additional text in the fill-in field below the selected reason.
    3. Click Continue then Complete Payment.

    Partial payment by line item

    1. On the Ready To Pay page, click View Line Items to show the line items on the invoice:
    2. Find the line item you want to partially pay and enter an amount in the ‘Payment’ column. As the amount is adjusted, the balance remaining is also updated to reflect the new open total of the invoice.
    3. Enter some text in the ‘NOTE’ column that explains the reason for the partial payment.
  9. How do I access my historic invoices?
    1. On the Invoice listing page, select the More filter.
    2. In the Status filter set, select ‘Closed’ to view all paid, i.e., closed, invoices.
  10. How do I pay a statement?

    There are two ways to pay a statement:

    • from an email statement notification
    • from the Invoice listing page

    Pay a statement from an email notification

    1. Open the email notification with a subject that reads like this: “Statement for May 2022 from Pet Supply Warehouse”.
    2. Click the View Statement button.
    3. If you’re a signed-up user, you’ll be prompted to enter your credentials (email/password), but if you’re an Express user, you’ll be taken directly to your customer portal. The Invoice listing page should be pre-filtered to show all the open invoices and credits that make up the statement in the email notification.
    4. Click the Pay Statement button. (Note: If Pay Statement is disabled, then the statement no longer contains any open invoices, i.e., there’s nothing to pay.)
    5. On the Ready To Pay page, select a payment method and click Continue.
    6. Click Complete Payment.

    Pay a statement from the Invoice listing page

    1. On the Invoice listing page, click Select a Statement. The dropdown expands to show your most recent statements, to a maximum of six.
    2. Select a statement date. The Invoice listing page refreshes to show all the invoices and credits that make up the selected statement. (Some of the invoices in that statement may have been already paid. Check the ‘Status’ column in the grid. If there are paid invoices and/or used credits, you can use the other filters on the page to show just open overdue invoices. The other alternative is to open a more recent statement.)
    3. Click Pay Statement. The Ready To Pay page opens with all the invoices and credits that make up the statement. (The Ready to pay link at the top of the page includes the number of invoices that will be paid.)
    4. Choose a payment method and click Continue.
    5. Click Complete Payment. When you return to the Invoice listing page, you’ll still be able to select the statement that was just paid, but you’ll notice that after it’s selected, the Pay Statement button is disabled.
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  1. How do I reset my PayPort password?
    1. Click Forgot password? on the login page.
    2. Enter the email address registered to your Versapay account in the field provided and click Send Instructions. You’ll receive an email to set up a new password.
    3. Once received, click Reset my Password. You are redirected to the password reset page.
    4. Enter a new password. Take note of the guidelines for character length and special characters. Your password will be validated against these criteria to ensure password security:
    5. Enter the new password again then click Reset password to complete the password change. This logs you back into your Versapay account.
  2. How do I reset my PayPort security questions?

    As part of our commitment to the security of your information, Versapay uses a two-step verification process. If you are not able to answer the security question that was assigned upon creating your account, please contact Versapay support at support@versapay.com or call 1-866-999-8729. Please provide 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.

  3. How do I change my password?
    1. Click on your business name at the top right corner of the page and choose “Profile”.
    2. You will see a section called “Change password”. Enter your current password in the first box to validate that you are the owner of the account. Enter a new password then enter it again to confirm it. Click Change Password to save the changes.
    3. After saving your new password, you will be redirected to the Dashboard. A confirmation banner displays at the top of the page stating that the account has been updated.
  4. How do I request funds?
    1. Under the Transactions tab, click Request Money.
    2. Enter the following information in the fields provided (all three fields are mandatory to complete the transaction):
      1. Amount of money requested, e.g., $1.23.
      2. Email address of the individual from whom the funds are being requested.
      3. The fund source into which the funds will be deposited.
    3. You can also add a message to provide additional information along with the transaction request. There are three options:
      1. Attach a PDF invoice
      2. Add a link to a URL for the recipient to view
      3. Add a reference number, e.g., PO#
    4. Once the transaction has been completed, click Next: Confirm Transaction.
    5. Review the details of the transaction on the summary page. From here, you can:
      1. confirm the request
      2. click the Preview email link to review the request email that will be received by your transaction partner, or
      3. click the Go Back link to edit the request if it needs to be changed.
    6. When you are ready to confirm the request, click Send Request Now.
    7. After confirming the request, a confirmation page displays with the transaction details. Here you can cancel the transaction via the Cancel Transaction button.
  5. How do I change the language of the user interface?
    1. Click on your business name at the top right corner of the page and choose “Profile”.
    2. Go to the “Language Settings” section at the bottom of the page and select your preferred language from the dropdown.
    3. Click Update.
  6. 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. Use filters to refine your search for a specific transaction, if necessary. Clicking on the token number, which is the unique identifier assigned to transactions, displays the history for that transaction, and includes:

    • 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.

  7. 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 until a set number of business days have passed. 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 ended.

    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:

    • 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 the 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.

    Review the estimated transaction delivery timing and status of your transactions

    1. Click on the Transactions tab to view a complete list of your transactions. To view an individual transaction, click its unique token number.
    2. The transaction history provides the following information:
      1. Initial transaction history and date
      2. Status of the transaction
      3. Steps of the transaction and their respective timelines
  8. How do I verify a bank account?
    1. Within 2-3 business days of adding the bank account, a micro credit/debit from Versapay will appear on your bank statement.
    2. You will also receive an email reminder from Versapay to verify your bank account. Clicking on the Verify my Bank Account button will take you to Versapay where you can log in to your account to continue.
    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 Verify.
    4. Enter the amount of the micro transaction that you saw in your bank account then click Verify Bank Account. You will be taken to the Dashboard where a confirmation banner appears stating that the bank account has been verified.

    Note: A bank account must be verified before funds can be sent to, or deposited in, the account. You will have 3 attempts to enter the amount of the micro transaction. If you do not verify successfully within 3 attempts, then the bank account will become invalid, and you will need to add it again to restart the verification process.

  9. How do I create a batch file?
    1. Create an Excel file and add the columns shown in the “Column Name” column below:
    2. After adding the columns and entering column data, save the file in .CSV format.

    Common Batch File Questions

    Optional Columns

    Columns denoted as “optional” above can be left blank as they are not required fields. However, the column name must be present in the .CSV file 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, the zeros disappear causing problems with the file. You can correct this by inserting a single quote (') before the leading zeros; this allows the cell to retain the leading zeros. For example, enter 001 as '001.

    Multiple Transaction Types

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

  10. How do I upload a batch file?
    1. First, create the batch file – see “How do I create a batch file?”.
    2. To upload the file you’ve created, click on the Transactions tab, and select Upload a batch file of transactions. This option can also be found within the “Quick Links” panel on the Dashboard.
    3. Select the file you previously created and saved by clicking the Choose File button and locating the file.
    4. After selecting the file, choose the funding source that you would like to fund the transactions. The fund source selector defaults to your primary funding source, so be certain to check that this is the correct fund source for the file you’re uploading.
    5. After selecting the funding source and file, click Next: Confirm Transactions to upload the file for review.
    6. A confirmation page displays; review the content to ensure that the batch file uploaded successfully. You can also review the details of the batch before processing it.
    7. Click Process. This initiates the transactions, so you must be certain you’re ready to do so.
    8. 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 their meanings are:
    • 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
  11. Does PayPort have an API?

    Yes, PayPort has an API, which can help you further automate your processes. 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

  12. Are there minimum fees associated with PayPort Services?

    Yes, as of July 1, 2021, we have the following minimums per service/transaction type:

    Send Fee - $1.99

    Request Fee - $1.99

    NSF/Return Fee - $25.00

    Monthly Fee - $20.00