My payment says completed, but I do not see it on my bank account. Is my payment going to return?
Once a the estimated delivery date arrives, the payment will be automatically marked as complete. In most cases, the payment will arrive before the estimated date, however, it's possible for some payments to be delayed at the bank. In these cases, the payments can take up to an additional 24 hours to arrive. If you have not received your payment by then, please contact our support team at support@paymentlabs.io and we will investigate your payment.
When will I receive my payment?
If your payment has already been submitted, you can check the estimated delivery date on your Payment Labs account, by clicking the desired payment under the Recent payments section.
If your payment hasn't been submitted by your payor yet, you will need to contact your payor directly for an estimate.
Please note that your payor will only be able to submit your payment if you have completed your registration, so make sure to complete it.
How do I update my email address?
To update your email address, you will need to contact our support team. You can read more about this on the help center article here.
Where is my end-of-year tax report?
You will receive an email on your registered email address once your end-of-year tax report is ready. You should be able to find it and download it on your Payment Labs account just under the "Tax reports" section on your dashboard.
My tax form was rejected. What can I do?
When a tax form is rejected, you can take a few steps to make sure it's correct before re-submitting it:
- For W-9 forms, make sure that your name on your tax form is exactly as it is registered with the IRS. For businesses, make sure to include the full business legal name and the corporate identifier (LLC or Inc. for example).
- Make sure that there are no typos on your TIN or Name.
- If you are still unable to submit your tax form, please contact a tax professional in your area and they will be able to help you fill out the information correctly.
We are very stern on making sure that the correct information is processed, as this will prevent many headaches for you come tax-season.
How do I know if I have completed my registration?
You will know if you have completed your registration if there are no notifications for you on your account dashboard. You can read about it here.
Why isn't my country on the country list?
Even though most countries are supported, it's currently not possible to send payments to all of them. You can find the list of non-supported countries here. If your country isn't on this list and you cannot find it when completing your account registration, please let us know at support@paymentlabs.io.
What happened to my Prize Payments/MALLO account?
Your Prize Payments and MALLO accounts are still the same, however under a single brand named Payment Labs. Rest assured that all your information is still there and there should be no major changes regarding how you use the platform.
What can I do to guarantee that I will receive my payment?
In order to make sure that you will receive your payment, you can read our guide Best practices for avoiding payment returns.
Why can't I access my Payment Labs account?
If you are unable to access your Payment Labs account there are a few steps you can follow:
- Reset your password: If you do not remember your password, you can reset your password by following these instructions.
- Make sure that your Two-Factor code is correct: If you are having issues with your Two-Factor code, make sure to follow these instructions to ensure that you are using it correctly.
- Make sure that you are using the correct email address to log in: Sometimes, you may be using an old account, or have a typo on your email address. You should use the email which was added as a payee by your payor to log in.
- Make sure that you have verified your account: If you have not yet verified your account, you will not be able to log in. You can follow these instructions to verify your account.
If after completing the steps above you are still unable to log in, please contact our support team at support@paymentlabs.io.
Why do I need to provide my TIN?
Before processing any payments, we validate tax IDs to ensure that they are legitimate and to ensure that taxes can be properly handled in case we need to issue a 1099 or 1042-S to you at the end of the year. However, you should note that we take the privacy and security of your data very seriously. Please know that we have a comprehensive privacy policy outlining how we collect your data to operate our business and provide services to you, while keeping your information safe.
How do I register for an account?
Currently, it's only possible to register for an account after receiving an invitation. Once a Payor adds your email address as a payee, you will receive a verification link to register your account.
Is it possible to contact me on my phone?
We do not currently offer phone support, but you can email us at support@paymentlabs.io and we will be more than happy to assist you through this channel.
When will I receive my prepaid card?
Please note that your prepaid card is virtual, and a physical card will not be mailed to you unless you request it from the card issuer. You can do so by calling the number on the card. You can read more about this here.
Is it possible for another person to receive the payment on my behalf?
If you wish to have someone else receive your payment on your behalf, you will need to make sure that all information on your Payment Labs account (General, tax, payment) is correct and from the same person. Please note that this person may need to provide additional information depending on the payment, such as proof of address or a picture of their ID for example. You will also need to make sure that your payor is aware that your payment is being sent to someone else on your behalf.