FAQs

How can I communicate with Paytah online?

By sending an e-mail to [email protected]

How can I open an additional account?

Send e-mail to [email protected] with Subject – ‘Open Additional Account’

What credentials do I need to use to log on?

You will need a username and password to login. The username is the email address that you stated in the Application form. Password is set during the initial profile setup.

Why is the confirmation code needed?

Confirmation code is one of the ways to authorise payments in our system. You should receive your confirmation code after successfuly creating an account with Paytah and setting up your password. The One Time Password service will be available after the launch of our Mobile applications for iOS and Android.

Can I save recurring beneficiaries?

This option is in our development schedule and will be available mid-summer 2020.

How can I cancel a transaction?

In order to cancel transaction, please contact customer support.

Is my data secure? Is this platform your own or hosted by a third party?

We use Google Cloud as the infrastructure provider. Such partnership allows us to use all the power and experience of the global leader in data processing and security. Google Cloud is compliant with European Banking Authority Guidelines. Please find more at: https://cloud.google.com/security/compliance/eba-outsourcing-guidelines 

How many times can I input my password incorrectly?

You may enter the wrong password 5 times. After 5 consequent wrong attempts your profile will be blocked and you will need to contact [email protected] in order to unblock it.

Can I access my account statements online?

Yes, you can go to your Account, click on the “Download statement” button and set the report type and date range. Then head over to the “Reports” menu to download your report. Transactions done from the 22nd of April 2020 onwards can be seen on the new platform.

Can I access my old transactions (before the 22nd of April 2020)?

Yes, you can still access these transactions and download a statement by accessing to the old Platform.

How do I process, sign and authorise payments?

You have to authorise payments with the confirmation code.

How can I transfer an amount to an existing customer of Paytah?

Internal Transfer.

Can I do mass payouts? If so, how does it work? Do I need to sign each single payment on the file?

You need to upload a file.

When will I be able to perform transactions as before?

As soon as you validate your account.

Do you offer virtual (customized) Ibans and if so, how do I get one?

No, for the time being this is not possible.

Can I process SWIFT transactions / Foreign Currencies in the new platform?

No, for the time being this is not possible.

I processed a payout X days ago, but benefeciary did not receive money yet?

Please contact [email protected] with your registered e-mail and adding as the subject for the email ‘Payment Not Received by Benefeciary – – ‘.

What happens to my existing balance?

It will be brought forward from the old system to the new system.

What is new in the platform and what is coming after this?

More user friendly with Convenient & Intuitive Interface which can cater to more enhanced services in the future for our customers.

Where can I find my IBAN and Funding Instructions?

You have to click on Accounts (on the left side main menu), then click on the account and click on Funding Instructions.