Some questions and answers about verification (US and International members only)

Hi US and International members!

Now that it's been a week since our new verification procedures have become available to you, we have a good idea of what is causing some frustration among our members. So, keep reading for Frequently Asked Questions!

How do I start the verification process?

To get started, just login to your account and click on the "Become Verified" link on your account overview. Or click on "Profile" and select "Verification" under the "Personal" category. Either way will bring you to the same page.

US members must complete TWO verification procedures; International members must complete ONE.

How long does it take?

In all, account verification should not take longer than 2-5 business days, depending on which procedure(s) you must complete:

- Phone validation: verified within moments
- Credit card validation: verified within 2-3 business days
- Bank account confirmation (US only): verified within 5 business days

What do I have to do to get verified?

What you have to do depends on where you are located. If you live in the US, you must complete TWO of the above measures; if you live anywhere outside of North America, you must complete ONE of the above verification measures, excluding bank account confirmation.

Here are some more common questions and answers on some perplexing verification issues that may arise:

Phone Validation

What if I don't receive a validation code?

If you do not receive a validation code by phone call or text, just try again. If it still does not work, you must call Customer Support from the phone number you are trying to validate between Monday to Friday, 9:00 a.m. to 5:00 p.m. EST at 1-514-748-5774.

Please make sure that you speak to a representative so he/she can manually validate your phone number. Merely calling and hanging up will not verify your account.

What if I'm in a different country?

If you are in a different country (from the one you were in when you registered for your AlertPay account) while trying to validate your phone number, you will receive an error message telling you that you cannot validate your phone number.

You can either wait until you return to the country in which you registered for an account or you can attempt to validate your credit card, which should work without issue if you're abroad. Just make sure that you can access your credit card statement.

How do I enter my phone number for phone validation?

Make sure to enter all the necessary numbers and codes, EXCEPT your country code, which we enter by default. If you experience any issues, please try again a little later. If you still have issues, contact Customer Support.

I live outside of North America and I don't have a mobile phone. Can I still do phone validation?

We apologize, but if you live outside of North America and do not have a mobile phone, then you must verify your AlertPay account by another means, such as credit card validation. We can only send validation codes by text messaging to our members who reside outside of North America.

Credit Card Validation

Where do I confirm my credit card validation code/charge?

First you must select "credit card validation" as one of your desired account verification procedures. After you request the code, you may wait 2-3 business days before the code or charge appears on your statement. Once you can see the code (for Visa/MasterCard) or charge (for American Express) on your statement, just follow these steps:

1. Login to your AlertPay account.
2. Click on "Profile".
3. Under "Financial", select "Credit Cards".
4. Select the credit card for which you must submit your validation code or charge.
5. Enter your code or charge in the field provided.

You say I get refunded for the charge made to my American Express card. Why can't I see the credit on my statement?

You will be refunded for the verification charge made to your American Express through your AlertPay account. For example: if we charged $1.26 to your AmEx card for the sake of account verification, you will receive that amount in your AlertPay account.

I live in a country where I could not previously use a credit card. Can I use one now?

This is very good news for our members who reside in countries in which credit card services through AlertPay were not supported on the past. Now, if you validate your credit card, you can use it through our service and enjoy a monthly transaction limit of $1000 USD (or equivalent) with that card.

We hope we have been able to answer some of your questions! If you have any more, leave them here or on our Facebook page.