Logging into My Account
How do I log into my ProPay Payments Account?
From the ProPay Payments Home Page enter your user name and your password and click login:
What should I do if I have forgotten my password?
On the ProPay Payments home page, enter your user name associated with your ProPay Payments Account. On the following page, click the “Forgot Password link”. You will be asked to verify two challenge questions before continuing. If you have not previously set up challenge questions on your account, you will be required to confirm your date of birth and Phone Access PIN instead. If you successfully answer these questions you will be prompted to create a new password.
One of the most common reasons for log-in problems is improper entering of the password. The password is case sensitive, meaning that uppercase letters and lowercase letters are different. Example: the password 'PRETTY' is not the same as 'pretty' nor is it the same as 'Pretty'.
Also some letters and numbers can be confused. Example: the number 1 is not the same as the lower case L (l); zero (0) is not the same as a capital o (O).
If you have trouble entering the temporary password, you may want to try (instead of typing the password) copying and pasting the password from the e-mail into the password field at the login area.
If you do not know how to copy and paste, do the following.
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Highlight the password by clicking and holding the left button on your mouse while you drag the cursor over the password.
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As the password is highlighted, click the right button on your mouse and select copy.
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Then put the cursor in the password field in the login area to your ProPay Payments Account.
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Click the right button on your mouse and select paste.
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Your password should then be pasted in the field and you can click login.
What should I do if I am not sure what username I used?
If you cannot remember your username, please contact ProPay Customer Service toll-free at 866-573-0951 from 6:30am – 7:00pm MT, Monday – Friday.
After verifying your identity, our representatives will be able to assist you in identifying your username.
Why is my temporary password not working?
Once you receive your new password, you should copy and paste it into the password field in the login area. The new passwords are automatically generated, and are a jumbled bunch of numbers and upper and lower case letters. Please know that while this can be somewhat confusing it is a very effective security measure that ProPay uses to protect your Account.
One of the most common reasons for log-in problems is improper entering of the password. The password is case sensitive, meaning that uppercase letters and lowercase letters are different characters. Example: the password 'PRETTY' is not the same as 'pretty' nor is it the same as 'Pretty'.
Also some letters and numbers can be confused. Example: the number 1 is not the same as the lower case L (l); zero (0) is not the same as a capital o (O).
By copying and pasting your new password you will avoid any potential typing errors. If you do not know how to copy and paste follow these steps:
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Highlight the password by clicking and holding the left button on your mouse while you drag the cursor over the password.
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After the full password is highlighted, click the right button on your mouse and select Copy.
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Then return to the login page and put the mouse cursor in the password field in the login area.
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Click the right button on your mouse and select Paste.
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Your password should then be pasted in the field and you can click Login.
*Note: if you request a temporary password, your previous password is overwritten, and your previous password will no longer work.
Why does ProPay tell me my username, date of birth, or Phone Access PIN Number is incorrect when requesting a temporary password?
The username you use with ProPay is linked to your date of birth and Phone Access PIN Number. Therefore all pieces of information need to match up in our database. Chances are, you are entering a username that is not associated with your ProPay Payments Account.
Additionally, a temporary password can only be sent to the e-mail address we have on file for you. If you have forgotten your password and your e-mail address has changed, please contact ProPay Customer Service toll-free at 866-573-0951 from 6:30am – 7:00pm MT, Monday – Friday. After verifying your identity, our representatives will be able to assist you in accessing your account.
Once you login with the temporary password you will see the Edit My Profile link and the option to change your e-mail address.
I was in my account, then suddenly received a “Timed Out” error and had to log back in.
For your security, ProPay initiates a 30-minute time limit per log-in session. The intention is to minimize the risk of another person using your ProPay Payments Account if you happen to walk away from the computer for a few minutes. If you get logged off due to the time limit expiring, simply log back in and you may continue using your ProPay Payments Account.
What should I do if I have forgotten my password and my e-mail address has changed?
If you have forgotten your password and your e-mail address has changed, please contact ProPay Customer Service toll-free at 866-573-0951 from 6:30am – 7:00pm MT, Monday – Friday.
After verifying your identity, our representatives will be able to assist you in accessing your account.