Frequently Asked Questions For Consumers Help! I forgot my PIN and locked out my CanPay App. What do I do?To reset your PIN and unlock your CanPay App, go to the secure Manage Account portal and login using the email and password connected to your online account access*. Then, click on the link for your card number (at the right of the screen in blue). Next, select “Update My PIN” at the top of the screen. Then select “Forgot PIN?” and enter the verification information requested. Once you hit submit, you will receive an email to the account on file with instructions on how to reset your PIN. *If you’ve never logged into the online Manage Account portal, or don’t remember your password, you will need to enter your email address and select “Forgot Password” and follow the steps to reset your online portal password BEFORE following the “Reset My PIN” steps above. Is this debit account issued by my financial institution?No, this debit account is issued by CanPay and transactions are processed by our partner, ZipLine. Is there a daily limit on my purchases with CanPay?Yes, This is specific to the participating retailer(s) where you shop. Contact the retailer to inquire about their specific limit. Is CanPay a gift card?No, CanPay is a debit payment app that functions like other debit and credit cards in your wallet. A debit in the exact amount of the transaction is made to your checking account at the time of purchase. Is CanPay 'stored-value?'No, you do not have to “store” or “load” funds into your CanPay account before you decide what you want to purchase. CanPay initiates a true debit to your regular checking account in the exact amount of your purchase when you make that purchase. Do I have to pay a 'convenience' fee?No, there are no costs to you when you make payments with CanPay. Is CanPay free?Yes, CanPay is free to signup for and free to use. There was an overdraft fee on my checking account. Do you know why?Transactions made with this card that exceed the balance in your checking account may result in overdrafts and associated fees, regardless of whether you have opted to allow overdrafts with respect to debit cards issued by your financial institution. Can I use my CanPay debit app at any retailer?CanPay can only be used at approved retailers. We are constantly expanding the retailers where you can use CanPay, but feel free to encourage your favorite retailer to sign-up for CanPay. Why not just use my credit card?The card brands and banks that issue your credit cards do not allow their cards to be used to make cannabis purchases, regardless if is legal in your state or not. CanPay is the first debit payment app that can be used at cannabis retailers. My CanPay account was turned off, how do I reactivate it?If your account was put on hold because your checking account had insufficient funds, please call 877-564-5174 to initiate the necessary funds transfer. Once you’ve paid any outstanding balances, your CanPay account can be reactivated and you can continue to use CanPay at your favorite stores. What is my CanPay PIN?Your CanPay PIN is the 4-digit PIN you created when you joined CanPay. Is CanPay Secure?Yes, CanPay employs the latest security technology. Additionally, your Payment PIN generated in the CanPay app can only be used one time and expires within 30 minutes after it is requested. Why is an email address required?Our system relies heavily on email communication to all customers. Your email address becomes your login to manage your account. An email address is also required to make updates to your account information and to provide the ability for you to review your transactions. It is also necessary to retrieve and/or change your PIN. Where can I review past transactions?An email receipt for each transaction is sent to the email you used to setup your account. You can also login to your account and see historical transactions there. I realized too late that a retailer accidentally charged me the wrong amount. What do I do?We’re sorry to hear it. Please take a copy of your email receipt back to the retailer where you made the purchase for assistance. I get an email alert every time I use CanPay. How do I turn off that feature?Once you have enrolled, click here to log in to the member portal and manage your account. Select and click on the account number you use to make purchases, and then click the header ‘UPDATE MY EMAIL PREFERENCES’, select ‘No, do not send me emails’, and click ‘Update’ button. How long does it take for my CanPay Mobile Debit App to become active?Once you have applied, the information that you provide will undergo a validation process. This process could take up to three business days. You will be notified of your CanPay account status and program details through subsequent email messages. What is an ACH debit transaction?The Automated Clearing House (ACH) Network is a highly reliable and efficient nationwide batch-oriented electronic funds transfer system governed by the NACHA Operating Rules that provide for the interbank clearing of electronic payments for participating depository financial institutions. The Federal Reserve and Electronic Payments Network act as ACH Operators, central clearing facilities through which financial institutions transmit or receive ACH entries. I saw a small deposit of a few cents in my bank account, what is this?CanPay validates your enrolled bank account information to ensure that we have the correct account number. We do so by submitting a deposit to your bank account. The “challenge deposit” is a test to confirm the validity of the account. The enrolled card is not activated until this deposit verification process is completed. Do I get charged by my bank for an ACH transaction?Most banks do not charge for ACH transactions. This is the same method that is currently used for paying mortgage payments, car payments and any authorized debits from your bank account. It is possible that some banks may charge a monthly fee for such services so please check with your bank for details. Charges will apply from your bank and from CanPay if your transaction is returned as unpaid (NSF, Account Closed/Frozen, etc.). Our return fee will be the maximum amount permissible by state law. This fee is separate from any fees that your bank may impose for such returns. If I conduct a transaction and I do not have sufficient funds in my account, what will happen?First, you should not conduct a transaction if you are aware that you do not have sufficient funds to cover the face amount of the transaction. If you do, your bank will return the transaction and your card will be deactivated until you make good on your purchase. Returned transactions also result in a “Return Fee” permissible by state laws. CanPay, or assigned agents, will try to electronically collect the face amount of the transaction and the associated Return Fee on two attempts. In the event that the company cannot collect through normal electronic means, your account will be flagged and referred to a collection service and your membership may be cancelled. I put in the wrong PIN code three times when logging into my account. Is my account locked?Yes, after three failed login attempts your account will be locked for security. Please call the Customer Helpline at 877-564-5174 to regain access to your account. I didn't enter an incorrect PIN code. How can I find out why my account has been locked?You will need to contact the CanPay Consumer Helpline at 877-564-5174 for assistance. How is my CanPay Mobile App used for payment?We’ve partnered with ZipLine to deliver technology that enables you to link your checking account with the CanPay App so you can pay for your purchases electronically instead of using cash.