**Payoneer

1. Ask the freelancer if they no longer intend to use Payoneer OR if the Payoneer account just needs to be replaced by a new one
2. Choose the proper option based on the freelancer’s issue

a. If FL states old card is expired and they need to replace it with a new card - no action is needed as we connect directly with the user’s master Payoneer account, not their specific card number. Chat & Ticket, use & customize macro: Billing and Payment > Get Paid > Add/Update Withdrawal Method > Payoneer Expired, Add New Card

b. If FL reports they lost their Payoneer card and need a replacement - refer them to Payoneer Support (support info on bottom of KB) and once replaced, they should be all set (same macro above can be used if they reach out again after the replacement)

c. If FL no longer intends to use Payoneer at all - Users may now remove their Payoneer account from their Upwork account on the portal. 

Here are the steps:

You can remove your Payoneer account if you no longer intend to use it to receive your earnings from Upwork clients. To do so:

1. Log into your Upwork account and go to “Settings”

2. Go to the “Get Paid” page

3. Scroll down to “Payment Methods”

4. Click on the three dots (...) near your Payoneer account

5. Select “Remove”

d. If FL intends to remove Payoneer account to replace with an entirely new Payoneer account -  advise FL to remove all the Payoneer accounts linked to their  Upwork account. Otherwise, an old Payoneer account may be re-added. 

Explain Upwork freelancers are not permitted to move money from their card to another person's Payoneer card. Agency owners may look to card-to-card transfers to pay their agency freelancers, but simply advise the user that Payoneer card-to-card transfers are not allowed on Upwork regardless of the purpose of the transfer.

See **Withdrawal Issues, Tracers, Recalls

Within the United States - 1-800-251-2521 x2 (9:00-5:00pm EST Sun-Fri)

Outside the United States - 1-847-461-1386 x2 (9:00-5:00pm EST Sun-Fri)

Payoneer Email Form Link

FCA orders Wirecard to suspend activity in UK

If you receive any inquiries about this, please utilize the FAQs below to help answer the user. Once answered, you can solve the ticket

INTERNAL NOTE FOR AGENTS: In general, we should recommend users contact Payoneer for additional information. Please direct them to: https://payoneer.custhelp.com/

What is the relationship between my card issuer, Wirecard Solutions Limited, and Wirecard AG?

Wirecard Card Solutions Limited (WCSL), a subsidiary of Wirecard AG, is the company that issues Payoneer prepaid cards outside the United States.  

Can I move the earnings that were already sent to my Payoneer card back to Upwork?

Unfortunately, funds already sent to your Payoneer prepaid card are frozen and cannot be moved back to your Upwork account. 

I have more questions about this Payoneer card issue with Wirecard. How do I get answers?
Please reach out directly to Payoneer customer support.

Why were my funds not released?
Thanks for your question. We’ve decided to reset automatic payments to manual for freelancers and agencies outside the U.S. who use Payoneer as their preferred method to withdraw funds from Upwork. We took this step to give our users time to decide how to handle their payments to their Payoneer accounts.

How do I manually withdraw funds from Upwork?

Thanks for your question. To manually withdraw your funds at any time, follow these steps: 

• Go to the Settings  ›  Get Paid

• Click the “Get Paid Now” button

• Choose the amount to withdraw

• Click “Get Paid Now”
  
  

How do I turn automatic payments back on?

Thanks for your question.To restart automatic payments, go to Settings > Get Paid and scroll down to where you see “Schedule” and click “Edit Schedule” to update. To learn more about automatic payments, see our Help article

Why did you change my automatic payments to manual? 

Thanks for your question. We’ve decided to reset automatic payments to manual for freelancers and agencies outside the U.S. who use Payoneer as their preferred method to withdraw funds from Upwork. We took this step to give our users time to decide how to handle their payments to their Payoneer accounts. To restart automatic payments, go to Settings > Get Paid and scroll down to where you see “Schedule” and click “Edit Schedule” to update. To learn more about automatic payments, see our Help article

What is Payoneer saying about all this?
Thanks for your question. Check out this blog by Payoneer to learn the latest. 

REACTIVE ONLY BELOW 

How do I delete my Payoneer account?
Thanks for your question. You cannot remove your Payoneer account. To learn more about managing your payments, see our Help article.

Are you considering adding new payment method options (Transferwise, etc.)?

Thanks for reaching out. We frequently review the payment and billing options we give our users, but are not planning to add new ones at this time. In most cases, we are able to offer freelancers several options for withdrawing your earnings. To see which payment methods are available to you, click here and choose “Add Method” in the “Payment Methods” section. To learn more about withdrawal options, see our Help article. 

Why are some people not required to have a scheduled, automatic payment now?
Thanks for your question. We’ve decided to reset automatic payments to manual for freelancers and agencies outside the U.S. who use Payoneer as their preferred method to withdraw funds from Upwork. We took this step to give our users time to decide how to handle their payments to their Payoneer accounts. This is due to recent issues with Wirecard (who issues Payoneer prepaid cards outside the U.S.) and the U.K. government’s investigation into their actions. Unless you are affected by this matter directly, you must still have an automatic payment schedule set up. 

Why did Upwork not take precaution to protect freelancers? Upwork doesn’t care about freelancers. 

Thanks for reaching out. We understand the recent legal issues with Wirecard (and Payoneer, as a result) significantly impacted many freelancers who use Upwork. While we had no control over the alleged criminal acts committed by Wirecard officials, we have been working closing with Payoneer to come up with solutions to help you. We understand your frustration and appreciate your understanding. 

How do I manage my payment method on Upwork?
Thanks for your question. To manage or update your payment method click here. To learn more, see our Help article.

Client-facing FAQs

My freelancers are complaining they cannot withdraw their funds from Upwork, what is going on? 

Thanks for reaching out. They may be referring to the recent issue with Wirecard Card Solutions Limited (WCSL), a subsidiary of Wirecard AG,  which issues Payoneer prepaid cards outside of the U.S. Payoneer is a withdrawal method for freelancers on Upwork. Wirecard is currently under investigation by U.K. officials for alleged criminal acts. The Financial Conduct Authority (FCA,) which is handling the investigation, announced that as of June 30 the previous freeze they put on certain Payoneer prepaid cards will be lifted. This means your freelancer will soon be able to fully use the card again, according to Payoneer. 

My freelancers are stating they cannot get paid to their Payoneer account and this is their only available payment option, can I pay my freelancers off platform?
The Financial Conduct Authority (FCA,) which is handling the investigation, announced that as of June 30 the previous freeze they put on certain Payoneer prepaid cards will be lifted. This means your freelancer will be able to fully use the card again soon, according to Payoneer. Note: Paying your freelancer off of Upwork is not an option unless you pay what we call a “conversion fee” to remove the contract from Upwork, and moving or paying off of Upwork voids your coverage under Upwork Payment Protection. This means we cannot assist you should a problem arise with the contract. To learn more about our conversion fee, see this help article.

I heard the U.K.’s Financial Conduct Authority (FCA) will lift the freeze on Payoneer prepaid cards at 12:01 a.m. UTC on June 30. Is this true?

Thanks for your question. Yes, we have confirmed this with Payoneer. They are currently working on it, and will advise as soon as the funds are unfrozen. Once this occurs, you will be able to access the money that was frozen on your prepaid card, according to Payoneer. If you have any additional questions, contact Payoneer directly. Thanks for your patience!

I heard the U.K.’s Financial Conduct Authority (FCA) will lift the freeze on Payoneer prepaid cards. What did they say?
Thanks for your question. To read the full statement from the FCA, click here. 

ONCE WE CONFIRM USERS CAN USE PAYONEER PREPAID CARDS AGAIN:

Can I use my Payoneer prepaid card from Wirecard now?
Thanks for reaching out. Yes! We have confirmed that you should be able to access the previously frozen balance on your Payoneer prepaid card. Please note that future payments will continue to be applied to your Payoneer account (not the prepaid card), as U.K. authorities continue to review the Wirecard issue. Please contact Payoneer directly if you have more questions.

REACTIVE ONLY

My Payoneer prepaid card isn’t unfrozen yet. Why not?

BEFORE FULL ACCESS IS BACK:

Thanks for your question. Payoneer has advised they are currently working on it, and will advise as soon as funds are unfrozen. Once this occurs, you will be able to access the money that was previously frozen on your prepaid card, according to Payoneer. If you have any additional questions, please contact Payoneer directly. Thanks for your patience! 

IF AFTER ALL SHOULD HAVE ACCESS:
Thanks for your question. Please contact Payoneer directly for help. 

My payment method is Payoneer, but it’s not set to manual. I would like the manual setting on my account. What should I do?

Thanks for your question. Upwork funds are released based on the preferred method and schedule that you select for your account. To manage your payment schedule, see our Help article.  

Why did some users have their schedule set to manual but mine was not? 

Thanks for your question. Due to recent issues involving Payoneer prepaid cards, we decided to change automatic payments to manual for freelancers and agencies outside the U.S. who:

• Use Payoneer as their preferred method to withdraw funds from Upwork 

AND

• Made a withdrawal to their Payoneer account within the past 18 months

We took this step to give our users time to decide how to handle their payments to their Payoneer accounts. To learn more about managing your payments, see our Help article.

INTERNAL CS NOTE:
1) Check if the user meets criteria of us disabling scheduled disbursements for them. Criteria: had withdraw in last 18 months, Payoneer is preferred method, AND UPM country is outside US

2) If criteria above is met, in User Actions on User Summary page, check if user updated their disbursement schedule after 6/28 UTC (beg 6/29 UTC). Any manual schedules set by eng team was done by the end of 6/28 UTC, so any changes users made after overrides changes made by eng team. 

3) Escalate to Payops for investigations if user meets criteria in #1 and user did not change their disbursement schedule

Background: 

Starting July 22, 2020, Payoneer will be updating the sign-up flow for new Payoneer accounts in 10 countries where Upwork is available. This means that new registrants from these countries will be redirected to register for a  Payoneer account – Payoneer’s eWallet. These users will have the option to sign up for a prepaid card when they reach a $30.00 USD threshold.

17 more countries were added as notified by Payoneer on September 13, 2020.

Internal note: Payoneer is also requiring people from Afghanistan and Iraq to go through this extended process, but since users in these countries can’t use Upwork we are not noting these.

REDIRECTED COUNTRIES

Upwork users from the following twelve countries will be automatically redirected to sign up

to a Payoneer account:

•  Algeria
•  Bangladesh
•  Chile
•  Egypt
•  Indonesia
•  Morocco
•  Myanmar
•  Nepal
•  Saudi Arabia
•  Tunisia 
• Pakistan
• Vietnam
• Sri Lanka
• Philippines
• Israel
• Kenya
• Peru
• Venezuela
• Greece
• South Africa
• Brazil
• Argentina
• Uzbekistan
• Mexico
• Germany
• Ghana
• Jordan

REACTIVE FAQS ONLY

INTERNAL NOTE FOR AGENTS: In general, we should recommend users contact Payoneer for additional information. Please direct them to: https://payoneer.custhelp.com/

What is this change and how does this affect me?

Thanks for reaching out. If you have plans to add a Payoneer account as your withdrawal method, you may see a different sign-up flow if you live in certain countries. Some new users will be auto-directed to Payoneer to first sign up for an Payoneer eWallet account. Once the Payoneer eWallet account has a $30.00 USD balance, you’ll then have the option to sign up for a prepaid card. If you already have a prepaid card, it will work as usual and no extra steps will be required.

What countries does this impact?
Thanks for your question. This will impact Upwork users who sign up for Payoneer in Algeria, Bangladesh, Chile, Egypt, Indonesia, Morocco, Myanmar, Nepal, Saudi Arabia, and Tunisia.

I already have a prepaid card, will I be affected? 

Thanks for your question. No. This change will only affect new users that are registering for Payoneer from the listed countries. If you already have a prepaid card, you will be able to continue, business as usual. 

Will these changes apply anywhere else besides the countries listed above?

Thanks for reaching out. We are not aware of any changes to other countries. Please contact Payoneer if you have any issues signing up for a Payoneer Prepaid Mastercard.

Why is the registration limited for users from the listed countries?

Thanks for your question. Please reach out to Payoneer for more information.

I can’t sign up for a prepaid card, only an eWallet account. Can I still apply for a prepaid card? How?

Thanks for reaching out. Payoneer has advised us that you’ll be eligible for a prepaid card once you reach a minimum balance of $30.00 USD in your Payoneer eWallet. For more information, please reach out directly to Payoneer customer support. 

I heard people in other countries can get a Payoneer prepaid card right away, without having to have a balance or jump through other hoops. This is unfair!!!

Thanks for your question. Since Payoneer controls the eligibility requirements for their accounts and prepaid cards, we suggest you contact them directly to discuss your concerns.