FAQs

FIs

Retailers

Consumers

Help! I forgot my Quick Access PIN and am locked out my CanPay App. What do I do?

To reset your Quick Access PIN and unlock your CanPay App, go to the CanPay App and click “Forgot PIN” below the sign-in page. Follow the steps and you’ll be able to reset your PIN.

Is this debit account issued by my financial institution?

No, this debit account is issued by CanPay.

Is there a daily limit on my purchases with CanPay?

Yes, your spending limit will be visible to you on the App Home page when you login to the CanPay App.

Is CanPay a gift card?

No, CanPay is a payment app that links directly to your bank account and functions like other debit and credit cards in your wallet. A debit in the exact amount of the transaction will be made against your bank account for your purchases made with CanPay.

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.

Do I have to pay a convenience fee?

No, there are no costs to you when you make purchases 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?

Purchases made with CanPay that exceed the balance in your checking account at the time the debit is attempted 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 be used at any participating retailer. We are constantly expanding the retailers where you can use CanPay, so feel free to encourage your favorite retailer to sign-up to accept 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 it 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 is inactive or suspended, please contact CanPay’s Live Chat support in the app and request additional information.

What is my CanPay Quick Access PIN?

Your CanPay Quick Access 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 Code 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. 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 App and see historical transactions in the Menu.

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.

How long does it take for my CanPay App to become active when I sign up?

Most customers are instantly verified and instantly activated.

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.

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 may apply from your bank if your transaction is returned as unpaid (NSF, Account Closed/Frozen, etc.).

If I conduct a transaction and I do not have sufficient funds in my account, what will happen?

First, you should not conduct a purchase if you are aware that you do not have sufficient funds to cover the amount of the transaction. If you do, your bank will return the transaction and your CanPay account will be deactivated until you repay your purchase and the repayment has fully cleared. Returned transactions may also result in a “Return Fee” from your bank.

I put in the wrong Quick Access PIN three times when logging into my account. Is my account locked?

Yes, after three failed login attempts your account will be locked for security. You will either need to reset you Quick Access PIN or wait for your account ot unlock.

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How do I start accepting CanPay at my store?

All retailers accepting CanPay must be banking with a CanPay approved financial institution. Once that banking relationship is confirmed, you can complete the CanPay application. Upon approval, your equipment will be programmed and shipped to your location. After you have connected the terminals to your WIFI you can start accepting CanPay transactions.

Is this a gift card program?

No. CanPay is a debit network. You do not need to purchase gift cards and your customers do not have to preload any funds.

Do customers have to prepay into their CanPay account?

No. Your custom CanPay account is linked directly to their checking account, so the funds are pulled from their bank account after each transaction.

How will consumers know that my store accepts CanPay?

Your store location(s) will be included in the store locator both on our website and in the app that consumers use to make a purchase. CanPay also has marketing materials available to assist in getting the word out that you accept CanPay. You can also link to the CanPay website from your own website once your CanPay account is opened.

Do you provide reporting?

Yes. The CanPay system provides transactional, daily batch, and month end reporting.

Can I accept credit cards?

No. All major credit card brands have stated the are NOT providing services to the cannabis industry in light of the federal stance on cannabis. That is one of the reasons CanPay was created – so your customers have a legitimate option to pay with debit!

What if I don't bank with a CanPay approved financial institution?

Provide your contact details through our contact form, including state/city where the business is located and business name, and we can connect you with an approved financial institution in your area (note that not all areas are currently banked by an approved financial institution).

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Can our cannabis banking clients accept CanPay?

Yes. If you participate in the Closed-Banking Feedback Loop and become an approved CanPay financial institution, your retailer clients can apply for a CanPay merchant account.

What are the benefits?

CanPay converts cash transactions to electronic transactions, removing cash from the system, and it is a quicker and more familiar way for consumers to pay for their purchases.

Does CanPay take over my compliance program?

No. CanPay is an electronic payments provider for emerging markets.

Can you help us set up a compliant cannabis banking program?

While we do not manage a financial institution’s compliance program, we can assist you in building your program through introductions to institutions already banking the industry.