Overview

How do I activate my Pay Portal?

Scentsy Family will create your Pay Portal on your behalf – you do not need to sign up separately.  Once your Pay Portal has been created, you will receive an activation email containing a link you can click on to begin the activation process. You can also activate your Pay Portal by clicking on “Activate Account” on the Scentsy Family Pay Portal homepage, www.scentsypay.com.

My Pay Portal shows two different balances. What is the difference?

If you have a Scentsy Family Compensation Card attached to your Scentsy Family Pay Portal, you will see two different Balance boxes in the upper left-hand corner or your Pay Portal.

  • The first balance box with the American Flag displays your Pay Portal balance. If you have a balance in your Pay Portal, it means that you still need to decide where to move your funds - to your Scentsy Family Compensation Card or to a bank account. You may also set your Auto Cashout settings to do either of these tasks automatically. Please note that if you activated your Scentsy Family Compensation Card prior to activating your Pay Portal, or if you selected this option while activating your Pay Portal, an Auto Cashout to your card will be set automatically by default.

  • The second balance box with the Visa® symbol displays your Scentsy Family Compensation Card balance. This is the balance that you currently have available on your card. Please note that if you wish to transfer funds that are on your card to a bank account instead, you will first need to Unload them back to your Pay Portal balance. To do this, click on Prepaid Card in your Pay Portal menu, then use the Unload from Card option. Once you have transferred the funds from your card back to your Pay Portal, please use the Cashout tool to transfer the funds to your bank account.

To learn more about how to automate transfers to your card and/or your bank account, please see our FAQ How can I set up automated transfers to my card or bank account?

What is Scentsy Family Pay Portal?

Scentsy Family Pay Portal is an easy-to-use and secure online e-wallet dedicated to your organization and its distributors.

Scentsy Family Pay Portal allows you to instantly receive commission payments from your organization and efficiently transfer funds into your bank account.

Benefits:

· A secure and convenient way to receive commission payments
· Immediate access to commission payments, no check clearing required
· Email notifications of commission payments received
· Review payment history and download into Microsoft Excel
· Transfer funds to financial institutions in countries around the globe

Withdrawing Funds

How can I set up automated transfers to my card or bank account?

Auto Cashout allows you to set up the automatic transfers of the funds from your Pay Portal to up to three different destinations – including bank accounts or your Scentsy Family Compensation Card – so that you can set it and forget it!

US Residents: Please note that when you activate your Scentsy Family Compensation Card, an Auto Cashout to your card will be established automatically. If you wish to disable or modify your Auto Cashout settings, please follow the instructions below.

To set up Auto Cashout in your Pay Portal:

  1. Click on Cashout in your Wallet Tools menu
  2. Under Option 2: Automated CashOut, select Add Auto Cashouts and click Continue
  3. If you already have an activated Scentsy Family Compensation Card and wish to modify your Auto Cashout settings, click on Update.
  4. 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 Cashout Account.
  5. To configure your auto cashout, select up to three cashout destinations (bank account or card) by checking off the boxes beside them. In the % field to the right, enter the percentage of your funds that you would like to be automatically cashed out to each destination. The total for all chosen cashout 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.

  1. Choose the frequency of your auto cashouts. You can choose either daily or monthly. If you choose monthly, you can select the date on which the first auto cashout is to take place.

Tip: 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 Cashout frequency.

Click Continue to confirm your Auto Cashout. You will now see the details of your Auto Cashout configuration on the Cashout page, along with the options to either Edit or Delete your Auto Cashout.

  1. Advanced Options: By clicking the Advanced Options link, you can also configure:

a) Auto currency conversion. If you get paid in a different currency than the currency used by your cashout destinations, select the currency in which you get paid here. This will ensure that the funds arriving in your Pay Portal are converted and cashed out in your local currency.

b) Minimum auto cashout amount. For example, you can set your account to only perform a cashout once you have accumulated a minimum of $100 in payments.

Please note: All Auto Cashout destinations selected must use the same currency. This means that you may not, for example, set one of your Auto Cashout destinations as a USD bank account and another as a CAD bank account.

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

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

Please note that if your funds are currently loaded to your Scentsy Family Compensation Card (the balance is displayed next to the Visa symbol in your Pay Portal), you will first need to Unload the funds from your card back to your Pay Portal in order to transfer them to a bank account. To do this, please click on Prepaid Card in your Pay Portal menu and use the Unload to bank account feature to return the desired amount of funds back to your Pay Portal from the card.

To transfer your Pay Portal balance to a bank account:

  1. Click CashOut.
  2. Select whether you would like to make a one-time cashout or set up an automated cashout, then click Continue.
  3. If you are transferring to a new account, enter the required account information. Please carefully verify that your banking information is correct, as incorrect information may cause significant delays to your transfer.
  4. If you are performing a one-time cashout, enter the Amount to transfer. Enter any personal notes you would like to store on your receipt (for your records only) and click Continue.
  5. If currency conversion is required to complete the transaction, currency conversion details will be displayed.
  6. Verify the information and click Confirm.
  7. Please allow 1-2 business days for the funds to be credited to a bank account in North America or Europe, or up to 3 business days for other destinations.

Cardholders please note: If you wish to transfer funds that have already been loaded to your card to your bank account, you will first need to unload the funds from your card using the feature found in your Prepaid Card Dashboard.

Account Management

How can I access Scentsy Family Pay Portal from my mobile device?

Scentsy Family Pay Portal is with you wherever you go, on your mobile device!

Users of iPhone, Android, Palm all other smartphones, please navigate to www.scentsypay.com/smart. Android users can find the free app in the Android Marketplace, and an iPhone app will be available soon. The functionality of the downloadable app and the mobile website are identical.

You can use the smartphone website or app to:

  • Check your Scentsy Family Pay Portal balance
  • Check your prepaid card balance, where applicable
  • View your transaction history
  • Initiate cashouts to previously saved bank accounts
  • Additional features coming soon!

Please note: Use of the mobile site is subject to the regular browsing rates charged by your mobile service provider. Scentsy Family Pay Portalis not responsible for these charges.

How can I confirm that my banking information is correct?

The best way to confirm that you have entered your banking information correctly is to refer to the numbers on the bottom of your check.

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

Canadian Accounts:

American Accounts:

For all other regions, please refer either to your bank statement or contact your financial institution to confirm your banking information.

 

How do I change my Scentsy Pay password?

To change you Scentsy Pay password:

  1. Log in to your account
  2. Click  Profile
  3. Click  Update Password
  4. Enter your existing password
  5. Enter your new password
  6. Re-enter your new password
  7. Click   Confirm

Please note: Passwords must contain 6-15 characters and cannot be reused.

If you have forgotten your password, you may reset it by clicking on Forgot Password. on the homepage.

How do I update my financial institution information?
1. Click Cashout 
2. Select "Edit" beside a previously saved financial institution.
3. Update the information.
4. Click Continue.
5. Confirm the updated account information and click Continue to confirm the changes.

Customer Support

How do I contact Customer Support?

For complete and up-to-date contact information, please see our Contact page.

I forgot my Scentsy Pay password. What should I do?

We do NOT keep a record of your password!

If you have forgotten your password, please click on the link below and enter your email address (must be the same email address with which your account is registered). You will receive an email containing a link you will need to click on. In order to choose a new password, you will first be asked to answer your two security questions.

Click here if you have forgotten your password

If you do not receive your password recovery email, or if you are unable to answer your security questions, please contact us

The Scentsy Compensation Card

How do I view the Cardholder Agreement?

Please refer to your Cardholder Agreement by logging into your online pay portal and click on Legal to access a digital copy of your Cardholder Agreement.

How can I obtain a Scentsy Family Visa Prepaid Card?

If the Scentsy Family Visa Prepaid Card is available for your program and your country, you will see a “Request Card” icon on the left-hand side of your Pay Portal. Click on this icon, ensure that your profile information is complete and accurate, and submit your request. If a Card Activation fee is defined in your Cardholder Agreement, it will be debited from your Pay Portal balance.

The Scentsy Family Visa Prepaid Card is issued by The Bancorp Bank pursuant to a license from Visa U.S.A. Inc. The Bancorp Bank; Member FDIC.

Obtaining Your Card: The USA PATRIOT Act is a federal law that requires all financial institutions to obtain, verify, and record information that identifies each person who opens a Card Account. What this means for you: When you open a Card Account, we will ask for your name, address, date of birth, and other information that will allow us to reasonably identify you. We may also ask to see your driver's license or other identifying documents at any time.

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

Please allow the following delivery times to receive your prepaid card after your request has been approved.

7-10 days

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 contact Customer Support at 1-866-277-1790 to inquire between the hours of 8am and 5pm Pacific Time (11am-8pm Eastern Time), Monday-Friday.

What are the benefits of using the Scentsy Family Visa Prepaid Card?

  • Load your card instantly using your commission payments.
  • Shop everywhere Visa debit is accepted - in-store, online, or by phone.
  • Withdraw cash at more than 1 million ATMs worldwide
  • View your card balance and statement online or from your mobile phone.

Do I need to activate this card? How?

Once you receive your card in the mail, 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 or you may activate online at www.scentsypay.com. Please log in to your Scentsy Pay 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 your card by accepting the Cardholder Agreement.
*Please note that telephone calls can be subject to international long distance rates.

How many cards can be attached per Pay Portal?

Each Pay Portal may have only one primary cardholder.

Can the card be in different person’s name than my own?

The prepaid card can only be issued in the name of the registered owner of the Pay Portal.

Can the card be in the name of my business?

Prepaid cards may be issued in the name of an individual only.

How will I get my card’s PIN code?

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

What are the cardholder fees?

Please refer to your Cardholder Agreement received with your card or online through the following link: Cardholder Agreement

Using your Scentsy Family Visa Prepaid Card

How can I get money onto the card?

Once you have activated your card, you can move money from your Scentsy Pay 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.

Where can I use the card?

You can use your Scentsy Family Visa Prepaid Card to make purchases from any merchant that accepts Visa debit cards, including online (except for online gambling merchants).

Please note that some merchants such as gas stations or rental car agencies may have a policy to not accept prepaid cards. This is a merchant-specific policy.

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.

By using your smartphone to access your Pay Portal via the mobile site www.scentsypay.com /smart. Or, find and download the Scentsy Pay mobile app from iTunes or Goggle play!

By calling 1-866-277-1790 and selecting the option to obtain your card balance.

By checking at an ATM. You may make two free balance inquiries on ATMs each month; additional balance inquiries cost $0.25 each.

How long does it take for my transaction history to update with my card transactions?

Your Pay Portal 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.

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 Visa®, Plus®, or STAR® Acceptance Mark. Up to $500 may be withdrawn per day from the card.

Can I use the card outside of the United States?

Yes, the Scentsy Family Visa Prepaid Card can be used outside of the United States. 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.

Can I make transfers to my card and/or view card transactions on the mobile application?

You can view and load your card and view your card balance and history by logging into your account on your mobile application.

What is the maximum balance my card can carry?

Your card may carry a maximum balance of USD $75,000.

What limits is my card subject to?

Your prepaid card is subject to the following transactional limits:

Maximum balance: $75,000

ATM Withdrawals: Up to a maximum of $500 per day

Purchases: Up to $2500 per purchase/per day

Maximum Load: Up to your maximum available balance with a total of 20 loads permitted every 15 days

Unload to Bank Account: $2,500.00 per day

What do I do if I lose my Scentsy Family Visa Prepaid Card or forget my PIN?

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 Pay Portal online, or by calling the Customer Support line 1-866-277-1790 and selecting the automated PIN reset option found there.


What should I do if my Scentsy Family Visa Prepaid Card is lost or stolen?

If your card is lost or stolen, please immediately call 1-866-277-1790 to report it, any time of day and any day of the week. Our agents can then assist you by cancelling the card and issuing a new one for you.

The Scentsy Family Visa Prepaid Card is covered by Visa's Zero Liability policy, which protects the cardholder from fraudulent use of a lost or stolen card. Upon discovering the loss, the cardholder should immediately notify the provider, who will issue a replacement card containing the remaining balance at the time the card was reported missing.

Visa's Zero Liability policy covers U.S.–issued cards only and does not apply to ATM transactions, PIN transactions not processed by Visa, or certain commercial card transactions. Cardholder must notify issuer promptly of any unauthorized use. Consult issuer for additional details or click here.

Problems with your Scentsy Family Visa Prepaid Card?

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 under your Profile.

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 day and any day of the week. Our agents can then assist you by cancelling the card and issuing a new one for you.

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 is a Prepaid Card dispute?

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.

What happens after I submit my dispute?

After we confirm your dispute claim, we may need to contact the merchant and their bank regarding the disputed transaction. In some cases, we may contact you again via Mail if we need more information. We process disputes according to billing error procedures that are governed by federal law and outlined in your credit card agreement.

What should I do before I submit a Prepaid Card dispute?

A quick call to the merchant can often answer your questions and easily resolve your credit card dispute. However, if this is not resolved, you may want to submit a dispute.

How do I submit a prepaid card dispute?

Download the dispute form and follow the procedures pertaining to your Prepaid Card type:

Visa USA

Visa Canada

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.

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

Approximately 45 – 60 days.

What should I know about using my Visa 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 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 3-7 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.

If you wish to use your Visa Prepaid Card to purchase gas, 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.

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.

However, some merchants such as gas stations, hotels, or cruise lines for example may pre-authorize a larger amount than the initial purchase and keep a hold on the funds for a longer time. These transactions will remain “outstanding purchases” until the merchant releases the funds and clears the transactions.

Can I dispute an outstanding purchase?

Please note that 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 section ' Procedure For Pre-Authorized Transaction Release And Dispute'.

Which Transactions can I dispute?

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 should I do if my card has unauthorized transactions? 

If a transaction was posted by a merchant without your initial authorization, your card will need to be closed as fraud prevention in order to complete your dispute. In such a case, please contact our customer support in order to have your card closed before you submit your dispute to the dispute department.

If a merchant posted a duplicate transaction by mistake or made an error on the amount charged, it won’t be necessary to have to close the card and you can submit the dispute immediately.

Can I dispute an outstanding purchase? 

Please note that 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 section 'Procedure For Pre-Authorized Transaction Release And Dispute'.

How Can I dispute?

In order to file a dispute, please refer to the section 'Procedure For Pre-Authorized Transaction Release And Dispute'.

Procedure For Pre-Authorized Transaction Release And Dispute
 How to release Pre-Authorized transaction?

If you would like to have the funds released earlier than the usual time frame, please follow the following instructions. For more information on pre-authorized transaction, please read the “ What should I know about using my Visa Prepaid Card at gas stations, hotels and other merchants?

If the dispute involves a USD Visa card the merchant will need to fax a pre-authorization release letter to The Bancorp Bank at 605-988-3346. If necessary, the merchant can also email the pre-authorization release letter to cardoperations@thebancorp.com

If the dispute involves a CAD Visa card the merchant will need to fax a pre-authorization release letter to 954-377-0072.

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 #
  • Date of authorization
  • Dollar amount of authorization
  • 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).

How do I submit a prepaid Visa card dispute?
 
In order to avoid any delay in the process of the dispute, please read the section “Which Transactions can I dispute” before submitting the form.

Download the dispute form USD Visa.

Download the dispute form CAD Visa.

Fax or mail the completed form referencing the information at the top of your downloaded dispute form.

Most transactions must be disputed within 60 days of the date when they appear on your transaction history.
 
How long will it take to be reimbursed for unauthorized charges?

Approximately 45 – 60 days.

How can I check on the status of my dispute?

If you have any questions, please call 1-800-317-8847 for USD cards or 1-877-252-4622 for CAD card.