FAQs
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Funding the Wallet
How do I had a payment source to the PayRange Wallet?
Once you have downloaded the PayRange app and created an account, you can add a payment source to the app. Open the app, select the menu bar located on the top left side of the app screen and select "Add Funds". You can then add a payment method of your choice and specify the amount of money to load to the PayRange app. We accept all major credit cards, debit cards, Apple Pay, Google Pay, bank accounts, cryptocurrency, store gift cards and EBT in select states. If you select a payment source that falls under the "Instant Funding" then funds will be added to your prepaid balance instantly.
Does PayRange store my banking or credit card information?
PayRange does not view, pass-through, or store card data, and card data is never sent to or stored on PayRange servers. Card data is securely sent directly to our processor and PayRange is issued a token. We only store the token along with the last four digits of the card.
Does my prepaid balance on the PayRange app expire?
Your prepaid balance never expires and can be used anywhere you see a "PayRange Accepted Here" sign. Click here to find locations enabled with PayRange.
What is the difference between "Standard Funding" and "Instant Funding"?
When you add funds to the PayRange app, you will be given the option to preload your balance with "Instant" funding sources or "Standard" funding sources. The difference between these is the time it takes for your funds to be available to your prepaid balance. Apple Pay, Google Pay or a Credit or Debit card are all "Instant" funding sources, which means funds will be available to your prepaid balance instantly. The recommended minimum amount of money to preload to your account is $10.00. A convenience fee will apply to "Instant" funding amounts of $5.00 or less made with Card or Apple or Google pay.
Preloading your balance using your bank account or Cryptocurrency is a "Standard" funding source, which means funds will be added to your prepaid balance in a specified amount of time. You will not be able to use added funds until the transaction is cleared by the bank. You will not be charge any convenience fee for funding with "Standard Funding" sources. Funding your prepaid balance with a Bank account typically takes 3-5 business days to clear whereas Cryptocurrency typically clears within one hour.
Login / Account
I forgot my password.
The easiest way to reset your password is open the PayRange app and select > Reset Password.
How do I create a PayRange account?
Download the PayRange app here. Open app and provide an email address and password to create a PayRange account.
I want to change my email or phone number associated with my PayRange account.
To change the email address or phone number associated with your PayRange account, please email support@payrange.com. Alternatively, you can make this request directly from the PayRange app by:
1. Open the PayRange app and select the Hamburger Menu bar located in the upper left.
2. Tap on "Contact Us"
3. Tap on "Login/Account"
4. Tap "I want to change my email or phone number". An email will be sent with your request to our support team and we'll take it from here.
Can I deactivate my PayRange account and get my prepaid balance refunded back?
You may deactivate your Account at any time by clicking the “deactivate” button in your Account Profile. Upon deactivation, you may request a refund back to the original payment source of any prepaid balance added within the last 90-days. Your unused prepaid balance is not refundable if added more than 90-days prior to your request for refund. PayRange accounts do not have expiration dates. If you reactivate your account at a later time, any unrefunded prepaid balance will be available again. You may not close your Account to evade a set off. If you do or we reasonably suspect that may happen, we may hold your Balance for up to 180 Days to protect PayRange, its affiliates, or a third party against the risk of Reversals, Chargebacks, Claims, fees, fines, penalties and other liability. You will remain liable for all obligations related to your Account even after the Account is closed.
Follow the below steps to deactivate your PayRange account:
1. Login to the App
2. Select the hamburger menu
3. Select the arrow to go to My Profile >
4. Select Deactivate
5. Select reason and tap continue and confirm
Refunds
How do I request a refund?
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Log in to the PayRange app using your email and password. Tap the Hamburger Menu located on the top left of the screen to start the transaction refund request.
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Tap on "Contact Us".
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Tap Purchase and tap the reason (category) that best fits your purchase experience and reasons you are requesting a refund.
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Select the specific transaction from the list and tap Okay.
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Tap on "Report a Problem".
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An email form will appear. Write us a brief message in the "Please describe your problem box".
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Tap Send to send us your refund request and we'll take it from here.
Does PayRange store my banking or credit card information?
PayRange does not view, pass-through, or store card data, and card data is never sent to or stored on PayRange servers. Card data is securely sent directly to our processor and PayRange is issued a token. We only store the token along with the last four digits of the card.
Does my prepaid balance on the PayRange app expire?
Your prepaid balance never expires and can be used anywhere you see a "PayRange Accepted Here" sign. Click here to find locations enabled with PayRange.
What is the difference between "Standard Funding" and "Instant Funding"?
When you add funds to the PayRange app, you will be given the option to preload your balance with "Instant" funding sources or "Standard" funding sources. The difference between these is the time it takes for your funds to be available to your prepaid balance. Apple Pay, Google Pay or a Credit or Debit card are all "Instant" funding sources, which means funds will be available to your prepaid balance instantly. The recommended minimum amount of money to preload to your account is $10.00. A convenience fee will apply to "Instant" funding amounts of $5.00 or less made with Card or Apple or Google pay.
Preloading your balance using your bank account or Cryptocurrency is a "Standard" funding source, which means funds will be added to your prepaid balance in a specified amount of time. You will not be able to use added funds until the transaction is cleared by the bank. You will not be charge any convenience fee for funding with "Standard Funding" sources. Funding your prepaid balance with a Bank account typically takes 3-5 business days to clear whereas Cryptocurrency typically clears within one hour.
Problem with Machine
I used the PayRange app on a machine, but the machine isn't working.
PayRange does not own or operate the machine(s) you're using. PayRange sells our device to operators, who then install our device on their machines. Installing our device enables their machines to accept mobile payments. Each machine has an operator, or owner. If you are seeing a problem with a machine and it:
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Needs fixing, filling, restarting, cleaning, changing, or repairing
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Appears to be vandalized
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Concern with pricing
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Needs a decal
Please contact the machine owner (operator) directly. If you are not sure who the operator or owner is, we can help you, using the machine location information. We can assist you by collecting problem details and sending them to the machine operator, although we always recommend you contact the machine operator directly for the quickest outcome and best results. If you don't know who the operator of the machine is, we recommend you locate a decal or poster showing the operator's phone, email, or website on, or near, the machine. Please try to have the operator information handy when you contact us--we'll need all of it to help you.
The simplest way for us to help you is to submit a machine issue through the PayRange app. Follow the instructions below to submit:
1. Log in to the PayRange app.
2. Tap the Hamburger Menu located on the top left of the screen.
3. Tap on "Contact Us".
4. Tap "Machine" and tap the reason (category) that best fits your machine problem
5. An email form will appear. Write us a brief message and tap "Send" and we'll do our best to help. Please be sure to include the operator of the machine's phone, email, or website.
Purchase
I'm having issues sending payment to the machine.
If you are experiencing any of the issues listed below relating to sending payment to a machine, please follow the steps below.
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My product didn't dispense, but I was charged
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I accidentally paid twice
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The machine didn't start, but I was charged
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I see a purchase I don't recognize
The simplest and fastest way for us to help resolve your payment issue is to follow the steps below:
1. Log in to the PayRange app.
2. Tap the Hamburger Menu located on the top left of the screen.
3. Tap on "Contact Us".
4. Tap "Purchase" and tap the reason (category) that best fits your payment issue.
5. Select the specific transaction from the list and tap Okay.
6. Tap on "Report a Problem".
7. An email form will appear. Write us a brief message in the "Please describe your problem box" and we'll take it from here.
Age Verification
How is my personal information protected?
Our immi age verification solution was designed to provide a rigorous level of security in order to keep your data safe. Any personal data you add to immi or the PayRange app is encrypted into unreadable data that only you can unlock. Your encryption key is stored on your phone and is activated when you unlock the PayRange app with Face ID. PayRange and immi do not store or sell your sensitive personal information.
Are there any phone requirements to verify?
Strong Cellular Signal Required:
For the immi in-app age verification service to verify your age and identity, you must have a moderate to strong cellular signal on your phone. If your phone's cellular signal is weak, the age verification process will likely not be able to verify you.
If you are having difficulties verifying, please attempt the process again when your cell phone signal has improved.
Setting up Biometrics (FaceID or TouchID) for repeat Purchases:
After you have been verified in the PayRange app, you will need to ensure you have set up a biometric ID on your phone, such as Face ID or Touch ID. If you are an Apple user, it is likely you have already set up either TouchID or FaceID when you set up your Apple phone for the first time.
Android users, please click here for instructions on how to set up face recognition for Android devices.
What's required to get age verified?
Our in-app immi age verification service is a one-time, fast and secure process. Users add a government-issued ID document and take a biometric selfie to create a reusable verified digital ID. Your ID document and any other personal details you add are encrypted into unreadable data that only you can access. It takes minutes to verify your identity details once to create your reusable ID. Once verified, you unlock the PayRange app using facial biometrics and pay the machine using the PayRange mobile App. Click here to learn more.
What ID documents do you accept? What if my license is expired?
Age verification requires users to scan one government-issued ID to complete the age verification service. You can only add one ID document.
We support the following government-issued ID documents:
Passports, Driver’s licenses, and National identity cards.
If your document expires after you have added it to the PayRange app, you can replace it with a new version by going to My Profile Tab > Age Verification > Renew. You will then be prompted to verify your age using your new document.
If your document expires and you do not update it, you will not be able to use the PayRange app to purchase age-restricted products.
If you have multiple IDs from different countries, we recommend you add the ID document that belongs to your current country of residence, as this will make it easier to verify your age.
Once I verify my age, where can I use the PayRange app?
PayRange for age-restricted machines are located across the United States and Canada. To use the PayRange app to purchase age-restricted products, the machine must be equipped with a PayRange solution. Look for a "PayRange accepted here" decal on the age-restricted machine, indicating that the machine accepts PayRange mobile payment and age-verification.
If the PayRange app is not identifying the age-restricted machine, the machine is likely not equipped with PayRange and you will not be able to use the PayRange app to make a purchase.
Other
Can't find what your looking for?
Visit our business website support page here. Or email us at support@payrange.com