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Our frequently asked questions service offers answers to common questions. If you don't find an answer, please contact our customer support and a representative will be able to assist you.

Overview

How do I sign up or activate my account?

Scentsy will create an account on your behalf 5 days after you sign up as a Scentsy consultant. You will receive an activation email at that time with a link you can click on to begin the activation process.

If you have been notified by Scentsy that your first payment has been sent but have not received an activation email, please click here.
How do I log into the Pay Portal?

To log into the Pay Portal:

  1. Enter your Consultant ID and Password in the Login screen.
  2. Click on Sign In.
How can I access the Scentsy Pay Portal account from my mobile device?

If you’re a smartphone user, you can go to https://www.scentsypay.com on your mobile browser to access your account. Alternatively, you can download the mobile app from iTunes and Google Play. Some features may not be available in the mobile app.

Please note: Use of the mobile site is subject to the regular data rates charged by your mobile service provider. Scentsy Pay is not responsible for these charges.
How do I change my profile information?

In order to change any profile information registered to your Scentsy Pay Portal, please contact Scentsy Customer Support directly at 1-877-855-0617

How do I change my account password?

To change your password:

  1. Log in to your account.
  2. Click on Settings.
  3. Click on Password.
  4. Enter your existing password.
  5. Enter your new password.
  6. Re-enter your new password.
  7. Click Update Password.
Note: Passwords must contain 6-15 characters and cannot be reused.
What should I do if I forgot my password?

If you have forgotten your password, you may reset it by following these steps:

  1. Click on Resend Activation Email of Forgot Password.
  2. Enter your email address registered with Scentsy Pay.
  3. Wait for a password reset email.
  4. Click on the password reset link in the email.
  5. Enter the answers to your security questions (answers are case sensitive).
  6. Enter a new password you have not used before.
  7. Confirm the new password.
  8. Click on Submit.

The Scentsy Compensation Card

How can I obtain a Prepaid Card?

Scentsy will request a card on your behalf when your Scentsy Pay Portal is created if this option is available for your country.

How long does it take for the card to arrive after I request it?

Depending on your location, please allow the following delivery times to receive your prepaid card after your request has been approved.

USA, Canada and Europe: 7-10 business days 

Rest of the World: 
Standard - up to 6 weeks
Expedited - up to 3 weeks

What should I do if the card doesn't arrive within the normal delivery timeframe?

If you do not receive your card within the delivery times listed above, please log in to your account and you will be able to chat with one of our agents, who will be happy to assist you.

Do I need to activate this card? How?

Once you receive your card in the mail, you may activate online at https://www.scentsypay.com. Please log in to your account online, click on the Activate Card link, and follow the on-screen instructions. You will not be able to use your card until you have activated it by accepting the Cardholder Agreement. 

Alternatively, you may activate the card by calling the telephone number listed on the back of the card and following the voice prompts for card activation.

Note: Telephone calls can be subject to international long-distance rates.
What are the benefits of using a prepaid card?

There are a number of benefits to using a prepaid card, including the ability to:

  • Load your card instantly using your commission payments.
  • Shop at any merchant bearing the Acceptance Mark displayed on your card front or back— in-store, online, or by phone (except for online gambling merchants). Please note that some merchants may have a policy to not accept prepaid cards. This is a merchant-specific policy.
  • Withdraw cash at more than 1 million ATMs worldwide
View your card balance and statement online or from your mobile phone.
How many cards can be attached per Pay Portal?

Each Pay Portal may have one primary cardholder and one secondary cardholder. Both cardholders access the same card balance.

Can the card be in the name of my business?

No, prepaid cards may be issued in the name of an individual only.

How will I get my card’s PIN code?

You will be provided or prompted to select your personal card PIN during the card activation process.

How do I view the Cardholder Agreement?

Please refer to your Cardholder Agreement by logging into your online Pay Portal and click on the Legal footer link to access a digital copy of your Cardholder Agreement.

How can I get my commissions onto the card?

Once you have activated your card, you can move money from your online Pay Portal balance onto the prepaid card by clicking on Prepaid Card in your Pay Portal menu, then selecting Load Prepaid Card from the prepaid card dashboard. Funds transferred in this way will be available to use on your card immediately.

You can also enable automatic transfers. Please refer to the section How can I set up automated transfers to my bank account or prepaid card?

How can I obtain my card balance?

There are four ways you can check your card balance:

  • By logging into your online Pay Portal and viewing your card balance at https://www.scentsypay.com
  • By downloading the Scentsy Pay Portal mobile app from iTunes or Google Play.
  • By calling the number listed on the back of your card and selecting the option to obtain your card balance
  • By consulting an ATM. (Charges may apply. Please see your cardholder agreement.)
How long does it take for my transaction history to update with my card transactions?

In most cases, your transaction history will be updated with your card transactions a few moments after the card processor receives the transaction information. Please note that not all merchants may immediately submit their card transactions for processing, so you may not see the transactions in your history right away. For outstanding purchases, please refer to the section Why is a transaction still outstanding?

Can I use the card to withdraw cash at an ATM? If so, which symbols should I look for on the ATM?

You can use your prepaid card to make cash withdrawals at any ATM bearing the Acceptance Mark displayed on your card front or back. Please refer to your Cardholder Agreement to view your withdrawal limits and fees.

Can I use the card outside of the country?

Yes, your Prepaid Card can be used internationally. If you make a purchase or withdrawal in a currency other than the currency in which your card was issued, the issuer may assess a foreign currency conversion fee of 3% of the transaction amount.

What limits is my card subject to?

Your prepaid card is subject to transaction limits as defined in your Cardholder Agreement under the section Fees and Limits Schedule.

What should I do if I forget my PIN?

If you forget your PIN, you can reset it using the Reset PIN feature found in your online Pay Portal.

  1. Log in to your Pay Portal.
  2. Click on manage your card.
  3. Click on Action beside your card.
  4. Select Reset PIN.
What should I do if my prepaid card is lost or stolen?

If your card is lost or stolen, please immediately call and report it to the number shown here, any time of the day or week. Our agents can then assist you by cancelling the card and issuing a new one for you.

What should I know about using my prepaid card at gas stations, hotels and other merchants?

When you swipe your prepaid card at the pump of a gas station, oftentimes the gas station will place a hold (an authorization) of up to $125.00 USD (or equivalent) on your card prior to you filling up. The actual amount purchased will be processed on the card at a later time, but the initial hold may last for up to 8 days before being released, minus the amount of gas that was purchased. During the time that the hold is in effect, the funds being held will be unavailable for you to use

To avoid this hold, we recommend going into the gas station to specify the amount of gas you wish to purchase in advance so that only that amount is held. 

Some other merchants may have similar practices and even longer maximum pre-authorization timeframes. These include hotels and cruise lines (up to 30 days), car rental agencies (up to 60 days) and financial services (up to 10 days). In some cases, the merchant may be able to release the pre-authorization earlier than the maximum allowed holding time upon request.

What do I do if I don't recognize the merchant listed on my statement?

Some merchants may bill under a name other than their operating name or bill from a state different from where you made your purchase. If you still have questions about the transaction, please contact the merchant directly.

What do I do if I believe a transaction is fraudulent or incorrect?

If you believe that a prepaid card transaction has been posted to your account in error, you may submit a prepaid card dispute within 60 days of the date that appears on the transaction statement or receipt. If you suspect fraudulent activity, please log in to your account and chat with us to disable the card.

How do I submit a prepaid card dispute?

Please note the issuer of your prepaid card. You will find the card issuer displayed on the back side of the card near the bottom. Download the corresponding issuer dispute form and fill it out according to the instructions indicated on the form:

Visa Canada - All Trans Financial Services

Visa USA - Bancorp

Disputes are subject to time limits which vary between 30 and 120 days after the date they appear in your transaction history.

Most transactions must be disputed within 60 days of the date when they appear on your transaction history.

What happens after I submit my dispute?

After we confirm your dispute claim, the issuing bank may need to contact the merchant and their bank regarding the disputed transaction. In some cases, they may contact you again via mail if they need more information. Issuing banks process disputes according to billing error procedures that are governed by federal law and outlined in your prepaid card agreement. For any inquiries regarding your dispute, please call the number at the top of your dispute form.

How long will it take to be reimbursed for unauthorized charges?

If the issuing bank is reimbursing you for any unauthorized or incorrect transactions, the funds should be returned in approximately 45 – 60 days.

Why is a transaction still outstanding?
If you notice a transaction under the status “outstanding purchase,” the merchant has not yet cleared the transaction. Transactions are usually cleared by the merchant shortly after the purchase was made.
Can I dispute an outstanding purchase?
No, you will not be able to dispute a transaction if the status is still “outstanding purchase.” However, the merchant should be able to release the funds early. In order to have the funds released, please refer to the section below.
How to release pre-authorized transaction?

If you would like to have the funds released earlier than the usual time frame, please follow the instructions below:

The merchant will need to fax a pre-authorization release letter to Hyperwallet Systems Inc. at +1 604 424-9926.

The letter will need to be sent directly from the merchant and will also need to be on company letterhead. The following information must be included for the authorization to be released:

  • Customer’s name
  • Customer’s card # (first 6 and last 4 digits only)
  • Date of authorization
  • Authorization amount in original currency
  • Authorization code
  • Merchant ID
If the pending authorization is from a car rental, the merchant will also need to supply a copy of the closed contract (showing that the car has been returned). If the pending authorization is from a hotel, the merchant will also need to supply a copy of the closed folio (showing check in/check out).

Withdrawing Funds

How do I transfer funds from my Scentsy Pay Portal to my bank account?

You may transfer the balance of your Scentsy Pay Portal to any bank account in your country.

To transfer your Scentsy Pay Portal balance to a bank account:

  1. Click on Transfer.
  2. If you are transferring to a new account, select Add New Transfer Method 
  3. Select country and currency of the bank account where the funds are going to be sent to.
  4. Select the transfer method and click on Continue.
  5. Enter the required account information. Please carefully verify that your banking information is correct, as incorrect information may cause significant delays to your transfer.
  6. Remember As is a nickname given to your transfer method. For example, “Andy’s Savings.” This name will appear in the transfer center.
  7. Make sure all the information is correct and click on Confirm.
  8. Once you have successfully created your transfer method, you can select whether to set up an auto transfer or transfer funds manually.
  9. If you would like a one-time transfer, click on Transfer to Bank Account and enter the Amount to transfer. Enter any personal notes you would like to store on your receipt (for your records only) and click on Continue.
  10. If currency conversion is required to complete the transaction, currency conversion details will be displayed.
  11. Verify the information and click on Confirm.
  12. Please allow 1-3 business days for the funds to be credited to a bank account in North America or Europe, or up to 5 business days for other destinations.
How can I set up automatic transfers to my bank account or prepaid card?

Auto Transfer allows you to set up automatic transfers of the funds from your Pay Portal to your bank account or prepaid card— so that you can set it and forget it!

In order to set up Auto Transfer, you will need to have a prepaid card or bank account linked to your Pay Portal.

To set up Auto Transfer in your Pay Portal:

  1. Click on Transfer in the menu.
  2. Under Action select Create Auto Transfer.
  3. Select Confirm.

Note: If you have a prepaid card and/or at least one bank account saved in your Pay Portal, you will see them listed here. If you do not yet have any saved bank accounts, you can add one by clicking on Add New Transfer Method.

How can I update automatic transfers to my bank account or prepaid card?

To update automatic transfers to your bank account or prepaid card:

  1. Click on Transfer in your menu
  2. Under Action select Update Auto Transfer for the specific account
  3. You will now see the details of your Auto Transfer configuration on the Transfer page, along with the options to either Edit or Disable your Auto Transfer.
How do I split automatic transfers between multiple transfer methods?

Advanced Auto Transfer options allow you to split transfers between 2 or 3 different bank accounts or prepaid cards.

To split automatic transfers between multiple transfer methods:

  1. Select Transfer in your Menu.
  2. Under Actions select Create Auto Transfer.
  3. In the Auto Transfer pageSelect the Advanced tab.
  4. Select the account under Transfer Method and set the % field to the right. 
  5. Click on Add to Configuration.
  6. If you want to add more transfer destinations, repeat steps 4 and 5, as required. The total for all chosen Transfer destinations must equal 100%. For example, you can choose to have 60% of your incoming payments go to your card while the remaining 40% goes to a bank account.
How do I change the frequency of my automatic transfers?

To change the frequency of your automatic transfers:

  1. Select Transfer in your Menu.
  2. Under Actions select Create Auto Transfer.
  3. In the Auto Transfer page, Select the Advanced tab.
  4. Under Additional Options you can choose the frequency of your Auto Transfer.
  5. You can choose either daily or monthly. If you choose monthly, you can select the date on which the first Auto Transfer is to take place.

Tips:

  • If you would like your incoming payments to be forwarded to your bank account and/or prepaid card as quickly as possible, select the daily Auto Transfer frequency.
  • You can set a Minimum Auto Transfer amount. For example, you can set your account to only perform a transfer once you have accumulated a minimum of $100 in payments.
Where can I find my banking information?

You can get your banking information from your financial institution, a bank statement, or you can refer to the numbers on the bottom of your checks.

In Canada and the United States, your account information would be displayed as shown on the sample checks below:

Canadian Accounts:

American Accounts:

How do I view my transaction history?

To view your transaction history:

  1. Click on History on the main menu. 
  2. Click on the tab for the transactions you wish to view
  3. Select the date range for the history you wish to review
  4. Click on Search
How do I view a transaction receipt?

You can look up a transaction receipt from the transaction history. To see the details, simply click on a transaction in the History.

How do I update my bank account information?

To update your bank account information:

  1. Select Transfer from the menu.
  2. Under Action, select Update for the selected bank account.
  3. Update the information.
  4. Click on Confirm.

Tracking Your Payment/Transfers

What do the payment status descriptions refer to?
While your payment is being processed, it goes through a number of different stages. These stages are identified and noted to keep you apprised of your funds and when you can expect to receive them.
What is a payment identifier?
The payment identifier is a record of the transaction. This identifier can be referenced while contacting a member of our support team.
Where can I see my full destination account number?
You can only see the display name (friendly name) for the destination account. The full account number is not displayed for your protection and security.
You can view details on the destination account by logging into the Pay Portal.
Why does my account need review?
As part of our compliance program, we may require that you provide some additional information in order for you to continue to receive funds. For security reasons, we will not ask you to provide or verify personal information via email. Please visit your Pay Portal to update your information and follow steps to review your personal information.
My payment has not arrived in my destination account and it is past the estimated delivery date.
While we aim to process all funds in a timely manner, processing times vary by financial institution. Once the funds have left our system the processing times for the receiving bank and any intermediary financial institutions involved can vary between institutions as well as country.
Why am I getting multiple emails?
If you have initiated multiple transfers from your Pay Portal, you will receive separate cash out notifications for each transfer.
How do I update my bank account for payment destination?

Once the destination has been set for a payment or a cash out that is currently being processed, it cannot be changed. However, you can update the payout destination account for future payments. To update your payout method information:

  1. Log into your Pay Portal.
  2. Click on Transfer from the menu.
  3. Under Action, click on Update for the selected payout method.
  4. Update the information.
  5. Click on Confirm.
My payment amount is different than I anticipated. Why?
When a payment is initiated, the amount transferred from your Pay Portal will be deducted, along with a transfer fee (if applicable). In the case of wire transfers, the recipient bank may impose processing fees which will be deducted from your balance.

Mobile App

How do I log in to the Scentsy Pay Portal?
  1. Enter your Consultant ID and Password in the app’s Login Screen.
  2. (Optional) Select Save Login ID to save your login ID in your device.
  3. Tap Sign In.
How do I view my transactions?
  1. Tap on the Menu icon in the top-right corner.
  2. Tap on History. The History screen will open.
  3. Tap on a tab to view the 20 most recent transactions.

You can look up a transaction receipt from the transaction's Details screen. To open the Details screen, simply tap on a transaction in the Overview screen or History screen.

Can I update my portal profile using the app?

To change any profile information registered to your Scentsy, Inc., Pay Portal, please contact Scentsy Customer Support directly at 1-877-855-0617.

How can I make a transfer?

To make a transfer from the mobile app:

  1. Tap on the Menu icon in the top-right corner.
  2. Tap Transfer. The Transfer screen will open.
  3. Select the portal, external account or card that will be involved in the transfer.
  4. Select from the available transfer options.
  5. Specify the amount to transfer. You can select Total Balance to transfer the total balance instead.
  6. (Optional) Add a note for the transfer.
  7. Tap Next.
  8. On the Confirmation screen, tap Confirm.
  9. The Receipt screen will show a receipt for the transfer. Tap Close to return to the Overview screen.
Can I set up a bank account or request a card with the app?

No. The app only works with existing accounts that you have created using the website. To add a bank account, log in to https://www.scentsypay.com from your browser.

What is Passwallet/Wallet?

The PassWallet/Wallet command from the app's menu lets you create a "pass" for a card balance synchronized with the Scentsy Pay Portal server. You can then look up the card to see your current balance for the card in the default Wallet app for iOS devices, or the 3rd-party PassWallet app for Android devices.

To create a pass: 

  1. Tap on the Menu icon in the top-left corner.
  2. Tap PassWallet if you are using an Android device, or Wallet if you are using an iOS device. The PassWallet or Passbook screen will open.
  3. Select the card you wish to create a pass for. On Android devices, this will create the pass. On iOS devices, tap on the + icon to create it.
What languages are supported by the mobile app?

Currently the following languages are supported by the app: English, French, German and Spanish. If your device's current language is one of the four supported languages, the appropriate one will be automatically selected, otherwise English will be used.

Customer Support

How do I contact Customer Support?

For complete and up-to-date contact information, please log in to your account to chat with us or send us an email.

Live customer service representatives are available for support:

English and Spanish: Monday - Friday 06:00 - 22:00, Saturday & Sunday 08:00 - 17:00*
French and Mandarin Chinese: Monday - Friday 08:00 – 17:00*

* Please note all the hours mentioned above are in Pacific Time. 

  • USA and Canada Toll-Free: 1-866-277-1790
  • Mexico: 554-163-7575
  • Puerto Rico Toll-Free: 1-866-278-8825
  • United Kingdom Toll-Free: 0808-189-1353
  • Germany Toll-Free: 0-800-182-8518
  • Australia Toll-Free: 028-310-5960
  • New Zealand Toll-Free: 098-010-994
  • International: 1-778-373-5389

Email Support

Please login to Scentsy Pay Portal and click on Support/Contact, in order to verify your identity and ensure a fast response. If you are locked out of an account, have forgotten your password or need assistance with your account activation, please email us at support@scentsypay.com or use the form below. Please include your Consultant ID or the email address used when you signed up with your company, in all correspondence.