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We have updated the Terms and Conditions and the Licensing and Complaints information applicable to this Pay Portal. To review the new Terms and Conditions, please click here. Changes to Licenses and Complaints may be viewed here.

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?

Epic Games will create your Epic Games Pay account on your behalf. Once created, you will receive an activation email with a link you can click on to begin the activation process.

If you have been notified by Epic Games that your first payment has been sent but have not received an activation email, please click here.
How do I find my Epic Account Id?
You may find your Epic Account Id on your dashboard. It is displayed as a 32-character unique string (e.g. e9ecf3bba87b442984ebf117e54763eb)

Please click here to return to your dashboard or access this link: https://accounts.epicgames.com/login
How do I log in to the Hyperwallet Pay Portal?

To log in to the Pay Portal:

  1. Enter your Login ID and Password in the Login screen.
  2. Click on Sign In.
How do I change my profile information?

To change your profile information:

  1. Click on Settings on the menu.
  2. Click on Profile.
  3. Make the desired changes to your information.
  4. Click on Save.
If you are unable to update your information, please contact your company directly.
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.
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 Forgot Your Password? or Resend Activation Email.
  2. Enter your email address registered with the Pay Portal.
  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 previously used.
  7. Confirm the new password.
  8. Click on Submit.

Account Verification

What information needs to be verified?

Any of the following information may require verification. Please note that all provided information needs to match the information in your profile.

  • For ID documents
    • Name (first and last)
    • Date of birth
    • Validity (expiry date)
  • For proof of address documents (certain countries only)
    • Name (first and last)
    • Address
    • Must be current (dated in the previous 90 days)
How long does it take to verify my documents?

If everything is in order, we should be able to verify the submitted documents within 2 business days, but often the process is completed in just a few minutes. If any further information or supporting documentation is required from you, you will receive an email requesting any additional information and the process may take longer.

What type of documents are acceptable as proof of address?
  • Utility bills (e.g., gas, electric, water, internet, landline phone)
  • Bank or credit card statements
  • Tax assessments
  • Local government letters confirming address
Can I use a nickname or alternative name?

No, the name on your profile must match your documents and be your legal given name.

What is the format for providing my date of birth?

MM/DD/YYYY

What should I do if I have submitted the required documents, but transfers are still not working?

If you have already submitted the required documents, please allow us time to review them. It may be possible that the documents are filled out incorrectly or missing information. We will contact you if any additional information is required.

Are photocopies of the required documents acceptable?

No, original documents must be scanned and uploaded.

I’m trying to upload the requested documents, but it says the file size is too big. What do I do?

If you are trying to upload a photo of a required document and it is too big, try saving it as either .PNG or .JPEG to reduce the size. File size should be under 4MB.

I have an expired passport. Can I still submit that on the Pay Portal?

No, only a valid and current government-issued ID should be submitted. Any expired document submitted will be rejected.

Does the address on the document have to be the same as my Pay Portal profile?

Yes, the address on the Pay Portal account (under Settings > Profile) needs to be exactly the same as the address on the proof of address document you have provided. If you are unable to update the address on the Pay Portal, please contact your company.

Withdrawing Funds

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

American Accounts:
American Bank Accounts

Canadian Accounts:
Canadian Bank Accounts

How do I update my bank account information?

To update your bank account information:

  1. Click on Transfer from the menu.
  2. Under Actions click on Update for the selected bank account.
  3. Update the information.
  4. Click on Confirm.
How do I view my transaction history?

To view your transaction history:

  1. Click on History from the 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 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.

 

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 Receipt ID?
The Receipt ID is a record of the transaction which can be referenced when contacting customer support.
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.
It is past the estimated delivery date. Why haven't I received my payment?
While we aim to process all funds in a timely manner, processing times vary by financial institution. Once the funds have left our system, processing times vary amongst the receiving bank and any intermediary financial institutions, as well as by 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.

Customer Support

How do I contact Customer Support?

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

Live customer service representatives are available for support:

English: Mon – Fri 08:00 – 20:00*, Sat & Sun 08:00 – 17:00*
Spanish: Mon – Sun 08:00 – 17:00*
French and Mandarin Chinese: Mon - Fri 08:00 – 17:00*

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

  • U.S.A. / Canada Toll Free: 1-877-546-8220
  • Worldwide: 001-604-638-6657

Email Support

Please make sure you are logged in to Hyperwallet Pay Portal so we can verify your identity and ensure a fast response to your inquiry. You can reach us by email at support@mail.hyperwallet.com or by using the form below. Include your Epic Account Id and email address used when registering with Epic Games in all correspondence.