Global Payout

1. How long does it take to arrive after recharging? Which currencies are supported for deposit?

If the paying bank is a Hong Kong account, it is expected to arrive in T+0~T+1 days, and if it is a bank in other regions, it is estimated to be T+0~T+3 days. Supported recharge currencies can be viewed under the Merchant Platform - Recharge menu.

2. Must the name and address of the payee be true?

The suggestion is the same as that left by the bank/wallet, which can improve the success rate of payment.

3. What is RFI and How to Respond?

To ensure the security of your funds and comply with regulatory requirements, every transaction undergoes essential validation and risk assessment. Should any transaction require further verification, PayerMax may request additional information to better evaluate the associated risks. This process is commonly known as Request for Information (RFI). Materials typically requested in RFI include beneficiary information and supporting documents—such as contracts or invoices—that clarify the purpose or legitimacy of the transaction.

When an RFI is initiated, PayerMax will notify you via the email address you have registered. The notification will guide you on how to submit the required materials through the merchant platform or by email and will include a specific checklist of what is needed. The transaction can only proceed once the required materials are submitted in a timely manner and have been approved. If materials are not provided within the specified timeframe, or if you choose to cancel the transaction, the payment will fail. Please note that subsequent transfers to the same payee will also be declined.

To help reduce RFIs, we recommend verifying that the beneficiary’s name, address, and other relevant details match the information registered with their bank or wallet before making a transfer.

4. Why haven't I received a callback notification?

Callbacks are only triggered when an order reaches its final state (success/failure/refund). If you have not received a notification, we suggest you check the following steps:

1. If the order is still within the payment period published on the official website, please wait patiently for processing.

2. We suggest you actively call PayerMax's payment query interface to obtain the latest status of your order.

   • If the payment period has expired and the order status is still PENDING, please contact PayerMax technical support and provide the order number so we can assist in following up;

   • If the payment status found is SUCCESS, FAILED, or BOUNCEBACK, it means the order has reached its final state. Please check if you have uploaded/configured the callback address, and you can report this to PayerMax technical support to check the order logs.

5. What is BounceBack?

In some countries, the financial system returns a success status immediately upon receiving a payment request. If the funds cannot be credited, the receiving bank will then return the funds to the original remitting bank and notify the payment of failure. When PayerMax receives a refund notification from the payment channel, it will change the order status from successful to refunded and return the payment and related fees to the merchant's corresponding account. Refunds are usually due to incorrect payee account information, a name not matching the bank account holder's name, or abnormal account status. Therefore, it is recommended that you first verify the accuracy of the account information provided by the payee before retrying.

Note:

BounceBack normally appears in Bank Transfer, and rarely happens.

6. How can I find out if my payment has been refunded?

When a payment is refunded, the PayerMax system will update the order status from Successful to BounceBack. You can receive status notifications based on your integration method:

• via API: The system will notify you of the order's final status via a callback interface. You can also actively call the payment query interface to obtain the latest status.

• via Merchant Platform: The payment status of a refunded order will change from Successful to BounceBack.