Overview

How do I activate my account?

Scentsy will create your Scentsy Family Pay Portal on your behalf at the time that your first commission payment is generated. You will receive an activation email at that time, containing both your Account ID number and a link you can click on to begin the activation process.

If you have been notified by your organization that your first payment has been sent but do not receive an activation email within one business day, please contact Customer Support.

How do I change my registration information?
In order to change any profile information registered to your Scentsy Family Pay Portal, please contact Scentsy Customer Support directly at 1-877-855-0617
How do I sign up for a Scentsy Family Pay Portal account?

There is no sign-up required to use your Scentsy Family Pay Portal, as your organization will create your account on your behalf.

Once created, you will receive an activation email containing your account number and a link you may click on to begin the activation process.

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 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 Transfer 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 Transfer 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 Manage Your Card in your Pay Portal quicklinks page, then use the Transfer from Card option. Once you have transferred the funds from your card back to your Pay Portal, please use the Transfer Center 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

How To Guide – Activating my Scentsy Family Pay Portal
Download the  Account Activation How To Guide (hyperlink will download PDF)

Withdrawing Funds

How can I set up automated 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 Automated 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 your menu

2.Under Actions: select Create Auto Transfer

3. Select Confirm

  • 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.

Auto Transfer Advanced Options:

Advanced Auto Transfer options allow you to split transfers between 2 or 3 different bank accounts or prepaid cards, as well as configure a minimum transfer amount.

  1. Select Transfer in your Menu
  2. Under Actions select Create Auto Transfer
  3. When in the Auto Transfer page, Select the Advanced tab 
  4. Select the account under Transfer Method and set the % field to the right. 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.

Note: Under Additional Options you can choose the frequency of your Auto Transfer. 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.

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 Transfer frequency.
  • 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.

 

How can I update automated transfers to my bank account?
  1. Click on Transfer in your menu
  2. Under Actions 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 transfer funds from my Scentsy Family Pay Portal to my bank account?

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

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

  1. Click Transfer.
  2. If you have already registered a bank account, select Transfer To Bank from the Actions option for the selected bank account.
  3. If you are transferring to a new account, select Add New Transfer Method and 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. 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, 5-6 business days in the UK, or up to 3 business days for other destinations.
How To Guide – Bank Account Transfer
Download the Bank Account Transfer How To Guide (hyperlink will download PDF)
How To Guide – Prepaid Card
Download the Prepaid Card How To Guide (hyperlink will download PDF)

Account Management

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

Users of iPhone and Android can download the mobile app from iTunes and Google Play. Alternatively, all smartphones can go to https://www.scentsypay.com on your mobile browser to access you account.

Please note: Use of the mobile site is subject to the regular data rates charged by your mobile service provider. Your Prepaid Card provider is not responsible for these charges.

How do I log into the Pay Portal?

    1. Enter your Login ID and Password in the app's Login screen.
    2. Optional: select Save Login ID to save your Login ID. Note that we do not save your Password.
    3. Tap Sign In.

What is the Overview screen?

The Overview screen can be considered the mobile app's homepage. It shows a list of wallet and card balances for the user and the 5 most recent wallet or card transactions. You can open the Overview screen by logging into the app.

Where can I view/update my app settings?

    1. Tap on the Menu icon in the top-left corner.
    2. Tap on Settings. The Settings screen will open.
    3. Proceed to view/update available settings.

How do I view a transaction receipt?

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.

How do I view my transaction history?

    1. Tap on the Menu icon in the top-left corner.
    2. Tap on History. The History screen will open. Depending on your configuration, Wallet and/or Card tabs will appear. 
    3. Tap on a tab to view the 20 most recent transactions for the wallet/card.

Can I update my wallet profile using the app?

No. Currently you can only update your wallet profile using the Pay Portal site. However, you can view a read-only instance of your wallet profile from Settings > Account Profile.

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 Account password?

To change your password:

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

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 bank account information?
  1. Select Transfer from your menu   
  2. Under Actions, select Update for the selected bank account
  3. Update the information
  4. Click Confirm
How To Guide – Account Management
Download the Account Management How To Guide (hyperlink will download PDF)

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 Family Pay Portal 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.

Obtaining and Activating a Prepaid Card

How can I obtain a Prepaid Card?

Obtaining Your Card: Scentsy will request a card on your behalf when your Scentsy Family 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: up to 15 business days
Canada: up to 15 business days
Europe: up to 15 business days

Rest of 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 contact Customer Support.

What are the benefits of using a Prepaid Card?

  • 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.
  • 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 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.

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

Using your Prepaid Card

How can I get money 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.

Where can I use the card?

Dependent on your card type, you can use your Prepaid Card to make purchases from any merchant bearing the Acceptance Mark displayed on your card, 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.
  • Using your smartphone, by accessing your Pay Portal via the mobile site https://www.scentsypay.com. Or, find and download the Scentsy Family 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.

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 Acceptance Mark displayed on your card front or back. Please refer to your Cardholder Agreement to view your withdrawal limits.

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.

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

You can view the 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 maximum balance is determined by your card type. Please refer to your Cardholder Agreement for your maximum balance.

What limits is my card subject to?

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

Problems with your 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 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 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 below.

How to release Pre-Authorised 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-authorisation release letter to hyperWALLET Systems Inc. at +1 604 482-0091.
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 authorisation to be released:

  • Customer’s Name
  • Customer’s card # (first 6 and last four 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).

Mobile App

How do I log into the Scentsy Family Pay Portal ?

    1. Enter your Login ID and Password in the app's Login screen.
    2. Optional: select Save Login ID to save your Login ID.
    3. Tap Sign In.

How do I view my transactions?

    1. Tap on the Menu icon in the top-left 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 wallet profile using the app?
No. Currently you can only update your wallet profile using the Scentsy Family Pay Portal site. However, you can view a read-only instance of your wallet profile from Settings > Account Profile
How can I make a transfer?

    1. Tap on the Menu icon in the top-left corner.
    2. Tap Transfer. The Transfer screen will open.
    3. Select the wallet, 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 Confirm screen, tap Confirm.
    9. The Receipt screen will show a receipt for the transfer. Tap Close to return to the Overview screen.

Can I setup 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.

What is Passbook/Passwallet?

The PassWallet/Passbook command from the app's menu lets you create a "pass" for a card balance synchronized with the Scentsy Family Pay Portal Pay Portal server. You can then look up the card to see your current balance for the card in the default Passbook 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 Passbook 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 Create Pass to create it.
What languages are supported?

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, else English will be used.