FAQ

Frequently Asked Questions

How do I sign up and activate my account?

You Can Sign Up for an OGPAY Account by clicking Here If you are an ORGANO Distribution Partner, ORGANO will create your OGPay account on your behalf. You will receive an activation email containing your temporary password and a link to begin the activation process.

It’s my first time logging in, what do you recommend I should do first?

Verify Information: Upon login, verify all your information are correct.
Explore: Explore and familiarize yourself with the many features of OGPAY!
Debit Card: Setup your Virtual Debit Card, by clicking on ‘Debit Card’, then ‘Virtual Debit Card’
Link Accounts: link a bank account or a credit card into your OGPAY account, you can do this by going to ‘Mobile Wallet’, select ‘linked accounts’, then choose to link either a bank account or credit card.
Once you have linked either a bank account or credit card, you can load funds into your OGPAY wallet so you can start using the benefits of OGPAY. To load funds, go to ‘Mobile Wallet’, Select ‘Load Money’, then select either ‘Load money from linked account’ or ‘US Bank Teller Load’, then fill in the appropriate information.

I’m an independent Distribution Partner, but I haven’t received an activation email. What do I do?

If you haven’t received your account activation email, please contact OGPAY Customer Service, and we will gladly assist. Toll Free: 800-882-2314
International call: +1 800-882-2314
Email:
Hours: Monday to Friday – 6AM to 6PM PST
Saturday – 6AM to 3PM PST

What is my Username?

You can select your own username upon signup. If you forgot your username, you could click on ‘Forgot Username’ on the Sign In page. If you are an Organo distribution partner, your username is your Organo Distributor ID#. If you do not know your Distributor ID, please contact:

How do I change my profile information?

You can update your billing/shipping address, email, and phone number by clicking on the “Account” tab and you can update your information under the “mWallet Customer Information” section. For updates on your name or date of birth, please contact us by email at

or by phone
Toll Free: 800-882-2314
International call: +1 800-882-2314

What kind of transactions can I make with OGPay?

Transaction Types:

Transfer Mobile wallet funds to an OGPay Physical Visa Debit Card/Virtual Debit Card
Load funds into your mobile Wallet from a Credit Card or any U.S. Bank Account
Transfer Mobile Wallet Funds to your personal Savings or Checking Account.
Send Mobile Wallet Funds to another Mobile wallet account or to your OG Pay Wallet Debit Card
Request Payment from another OGPAY Mobile Wallet Account
Buy/Sell Digital Assets

Can I transfer money from my OGPay to a personal bank account?

You can move money to any savings or checking account from your OGPay Wallet. Each transaction costs $1.00 ($3.00 for money movement outside the US). This may take 3-4 banking days. Additional fees may apply and be charged by your banking partner. Please contact your bank directly for more information

How do I transfer funds from my OGPay to my bank account?

To transfer funds from your OG Pay to a bank account, log in to your OG Pay account Click on “Mobile wallet” and then click on “send money”. This section allows you to manage your bank transfer to any US bank account or bank accounts outside the US. Please ensure to fill out all fields with accurate information in order to avoid any delays. *You can find a complete guide on how to transfer funds in the document “OGPAY International Banking Transfers Guide (Global)” available in your Back Office under “Resources”.

How much money can I transfer to my bank?

You can transfer funds Up to $10,000.00 USD

How do I link my bank account to my mobile wallet account?

To add your personal bank account, please go to ‘Accounts on file’ under mobile wallet and complete the required information. Once your bank account is on file, you will need to verify the account by doing a ‘micro transaction’.

How do I verify my bank account?

To verify your savings or checking account, please go to ‘verify micro transactions’. Two micro withdrawals (less than $0.16 each) will be withdrawn from that specific account. This process is used to securely determine the account to be yours as well as to protect your banking information. To complete the micro withdrawal verification, select the account you wish to verify. If there are multiple accounts, a dropdown list will display. Once the account has been selected, enter the 2 micro withdrawals that were withdrawn from the specified account and click Verify.

How do I transfer Money to my Virtual Debit Card/another OG Pay Wallet Account?

To transfer funds from your OG Pay to your Virtual Debit Card or to another OG Pay Wallet, Click on “Mobile wallet” and then “Send Money”. This section allows you to transfer funds into your Virtual debit card by selecting “OG PAY Debit Card” or to any OG Pay Wallet account by selecting “Mobile Wallet Account”. Please make sure to fill out all fields with accurate information.

Why is the “Send Money” option missing from my “Mobile Wallet” menu?

If you notice that there is no “Send Money” menu in your “Mobile Wallet”, please check if your Identity has been verified. The “SECURITY STATUS” of your account on the left side of your OG Pay Dashboard should be “Identity Verified”. If your identity is not verified, please contact the OGPAY Customer Support and we will be happy to assist you. If you are still unable to find the “Send Money” button, please check and ensure that your account is not “Suspended” (if your account is suspended you will find a “Restore” button to unsuspend the account in the “YOUR ACCOUNT STATUS” section).

Why does it seem like I am transferring more money than the amount available in my balance?

If you are using decimals in the amount you are transferring, please ensure that you use a dot “. “; and not use a comma “,”.
If you are sending money to your Bank Account (outside the US) please leave a minimum of $ 3.01 USD in your wallet ($3.00 USD will be used to cover any transaction fee and $0.01 USD will remain in your wallet as a positive balance.
If you are sending money to a US Bank Account, please leave a minimum of $1.01USD in your Wallet ($1.00 USD will be used to cover any transaction fees, 0.01 USD will remain in your wallet as a positive balance).

Can I use OG Pay as a payment method when placing an order with ORGANO?

Yes, you can use your OG Pay Wallet as a payment method with ORGANO. When you use OG Pay as payment method in please ensure to enter the correct Mobile Wallet as it is set under “YOUR ACCOUNT STATUS” - “Mobile Wallet Account: “without adding any extra country code or prefix. Please also ensure that you have the mobile App downloaded as you will need to login to your OGPAY account via the mobile app and approve the transaction via the app.

How do I update my mobile wallet number?

To update your mobile wallet number click ‘wallet id management’ under ‘mobile wallet’ and add your new mobile wallet number with the correct country code. Then click ‘Update’

How do I update my notification methods as I am not receiving any security codes or Emails?

To update your notification methods click on ‘update notification methods’ on the left side of the homepage. After clicking “Update Notification Methods” you can select “Text and Message” as the desired method. Enter your email address and phone number* and confirm by clicking “Update Notification Methods”.
Note: for mobile numbers
1. Select the correct country code
2. Enter your mobile number without any country code or prefix
For security purposes, the system will send a security code via sms and/or email whenever you login to a new device. If you can’t complete the process above, please contact OGPAY Customer Support and we will be happy to assist you.

What should I do if I forget my PIN?

If you forget your PIN, you can reset it using the ‘” Forgot PIN” feature found in your online OGPay Portal under ‘PIN management’. Log in to your OGPay Wallet, click on ‘PIN Management’, and Select ‘Forgot PIN’. You will be asked to enter your OGPay username and password, and a security code will be sent to your mobile # via SMS or email (or both). To successfully receive the security codes please make sure you have set up your notifications properly. (Recommended option is to set up for both email and phone). *For security reasons, our customer service team have no access to this section and will not be able to assist with any Pin update

How can I access my OGPay account from my mobile device?

Download the App from the Apple App store or Google Play by searching ‘OGPAY Wallet’ .You can also download the OGPay app by clicking on the appropriate boxes below.

How do I log into my OGPay account via the mobile app?

Your OGPAY App login is the same as your Web login. Enter your username and Password in the app’s login screen and sign in.
You will then receive a security code via SMS. Enter the security code to continue loggin in.

How do I change my account password?

Log in to your OGPAY mobile wallet, click on ‘ Account’, then click on ‘Change Password’ and enter your old password.
Select a new password, confirm it, and click ‘Submit’

Please note: Passwords must contain 6-15 characters and cannot be re-used.

I forgot my OGPay password. What should I do?

To reset your password, select ‘Forgot Password’ on the login page and enter your username registered with the OGPay Mobile Wallet.
You’ll soon receive a password reset link in your registered email. Follow the link and enter a new password that you have not previously used.
Confirm the new password and click on ‘Submit.’

I forgot my OGPay username. What should I do?

To reset your username, select ‘Forgot Username’ on the login page and enter your OGPAY mobile wallet number
You’ll soon receive a username reset link in your registered email. Follow the link and enter a new username you have not previously used.
Confirm the new username and click on ‘Submit.’

How do I verify my identity?

You can verify your Identity under ‘Security Status’ click on ‘Verify Identity’ and fill in the correct information. If you are an Organo Distribution Partner, Organo will verify your identity on your behalf. If you notice that your identity has not been verified yet, please contact OGPAY Customer Support and we will be happy to assist you.

I have recently changed my phone number, can I also change my mobile wallet number?

You can change your Mobile Wallet Number by following the steps below:

Select ‘Mobile Wallet’ in the menu
Click ‘Wallet ID Management’ and select ‘Mobile Wallet Number’
In the drop-down menu please select your country/country code and type your phone number

I can only see the transactions of the last 30 days, can I see earlier transactions?

In order to see all your OG Pay transactions, log in to your OG Pay account, Click on “Mobile Wallet” and then “Dashboard”. At the section “TRANSACTION HISTORY”, under ‘Showing’, you will be able to change the time period using the drop down menu. You can also download your transactions in either Excel or PDF format.

What does the Suspend/Restore (unsuspended) in ‘YOUR ACCOUNT STATUS’ section do?

You can suspend your Mobile Wallet Account and your Debit Card by clicking on the blue button “Suspend” in the section “YOUR ACCOUNT STATUS” you will find under “Mobile Wallet” - “Dashboard” if you think your account has been compromised and need to suspend access to your account immediately. If you accidentally suspended your Mobile Wallet Account or your Debit Card please click on the blue button “Unsuspend” or “Restore” in order to reactivate your account.

Can I use and check my balance in EUR or other currencies?

You can change the currency using the drop-down menu on the top right section of your OG Pay account, however, please note that the main currency denomination used in your wallet is US Dollars. Any other currency displayed is for your reference only and may fluctuate as OGPAY uses real time foreign exchange rates and will use real time rates for any foreign transactions.

Is OGPAY Available in other languages?

You can select your preferred language using the drop-down menu on the top right side of the OG Pay Wallet website.

How do I send funds to another mobile wallet account, and what do I enter in the Acct/Mobile /Nickname Field?

Sending money to another Mobile Wallet Account allows you to send money from your OG PAY wallet to another OG PAY wallet with no extra charge for this money movement and no limits on how often you can send money.
Click on ‘Mobile Wallet’, then click ‘Send Money’, Select ‘Send Money to Another Wallet’.
Make sure to put in the correct amount and put in the recipient’s Mobile Wallet # in the ‘Acct/Mobile/Nickname’ field. To ensure you are sending money to the correct Mobile Wallet Account #, pls make sure to ask the recipient to provide you with the Mobile Wallet Account number as shown under ‘Your Account’ in their OGPAY mobile wallet without adding additional country prefix, + or 00
You may put in any description for the transaction, enter your PIN and click ‘Send Money’

How do I refer a friend so they can sign up for an OGPAY mobile wallet account?

Login to your OGPAY Mobile Wallet, under ‘Account’, click on ‘Refer a Friend’, Enter their mobile number or email address, and click on ‘Refer a Friend’. They will then receive a text or email invitation to sign up for an OGPAY account.

My last transaction failed for incorrect IBAN/ BIC-SWIFT/NAME ON ACCOUNT, what should I do?

If your last transaction failed for incorrect IBAN/BIC-SWIFT/NAME ON ACCOUNT please make sure to verify these detailed information with your bank, please also check with your beneficiary bank If you are able to receive US dollars in your bank account. If the transaction fails again please contact OGPAY Customer Service and we will be happy to assist you.

I don’t have a Transit Number/Sort Code, is it mandatory?

This field is only mandatory for the UK. The transit Number/Sort Code* field is not mandatory. If you don’t have a Transit Number/ Sort Code please leave the field empty. (Note that this field is only mandatory for UK transactions and it should follow the format XX-XX-XX)*

The amount of money I transferred and the amount I actually received in my account do not match, why?

Each transaction costs $1.00 within the US and $3.00 outside the US. Any other possible difference between the amount transferred and the amount received depends exclusively on the destination bank. We suggest you check in advance with your banking partner if there are any service fees or foreign exchange fees applied to bank transfers from a US account.

I have not received a security code via SMS after entering my credentials, what should I do?

In order to receive the security code, you need to update your ‘Notification Methods’ using the OGPAY Web version via your computer.
Login to your OGPAY Account via web, click “Update Notification Methods” on the bottom left side of your Homepage.
After clicking “Update Notification Methods” you can select “Text and Message” as method.
- Insert your email address and phone number* and confirm by clicking “Update Notification Methods”. *Please enter the country code not only in the ‘country’ section but also with the phone number, for example: Italy +3939XXXXXXXXX (no + or 00, just the prefix)

When I use OG Pay as payment method with ORGANO and the Mobile Wallet # is invalid, where do I find the correct Mobile Wallet #?

Your correct Mobile Wallet # can be found under “YOUR ACCOUNT STATUS” - “Mobile Wallet Account: “ Please enter it as it is without adding any extra country code or prefix.

I used OGPAY as payment method for my ORGANO order but I don’t’ have enough funds in my wallet, Is there a solution to pay for the remaining balance?

You can link a credit card to your OGPAY Wallet under the section “linked accounts” , click on ‘ Credit Card’ , then click on the ‘+’ sign on the top right corner and fill in your card information.
Once you have a credit card linked to your OGPAY Wallet, the funds will be automatically loaded from the credit card into your OGPAY Wallet to cover for the balance. A 3% fee on the load amount will apply.

How long do I have to accept a pending payment for an ORGANO order in my OGPay app?

The pending payment will remain in your OGPay Wallet under ‘Pending Payments’ section for 5 days. The order will be deleted after 5 business days, so pls ensure to approve it within that timeframe.

How to pay for an ORGANO order with OGPay?

Make sure you download the OGPay Mobile app on your phone, and that you have successfully logged in via the App. Then just follow these steps:

Select “USE OGPAY” as mode of payment upon check out on the payment information page.
A pop-up window will display prompting you to enter your OGPAY Mobile Wallet #. Please make sure that the mobile number matches the one in your OGPAY account.
The Shopping Cart Summary window will appear, click on ‘Complete Purchase’on the bottom of the screen.
Have your mobile device handy and make sure you know your OGPAY Pin. Check your OGPAY Mobile App, open ‘Pending Payments’ and authorize the transaction by clicking ‘ACCEPT’.
Once completed, a ‘Success’ message will appear on your phone.
In case the payment cannot be approved within 2 minutes, your order will be place in pending status. Login to your OGPAY App again and make sure to accept the payment to complete the order.

Where can I find my virtual Debit Card?

Log in to your OGPay account, on the dashboard select ‘Debit Card’, then select ‘Virtual Debit Card’. If you have not requested your virtual card yet, click ‘add debit card’ and select ‘virtual card program’. Your OGPay Virtual Debit card can be used for any online purchases that accepts Visa. Keep this information safe and secured to prevent unauthorized and/or fraudulent charges.

I have money in my wallet, why did my transaction using the virtual Card decline?

Before using your Virtual Card, please make sure that you move enough funds from your OGPay Mobile Wallet account to the Virtual Debit Card.
To transfer funds from your OGPay Mobile Wallet to your Virtual Debit Card, click on “Mobile Wallet”, then click on “Send Money”. Select “Send Money to Virtual Debit Card’, then fill in the amount you wish to send, the description of the transaction, and your Pin.
Please ensure to fill out all fields with accurate information always using a dot “.” And not a comma “,” for decimal numbers

I have the correct amount in EUR/GBP/CAD in my Virtual Card, why does my Virtual Debit Card keep declining?

Please note that the currency in your OGPay Wallet and in your virtual debit card is in US Dollars. We recommend that you to display the currency of your wallet in USD (US Dollars) when checking on your Wallet balance or Virtual Debit Card Balance for accuracy.
*Pls note that other currencies displayed on the OGPAYwallet is for reference only and we cannot guarantee for any exact conversions as it uses real time exchange rates and may fluctuate, therefore, it is best to transact in USD when using OGPAY.
You can change the currency of your mobile wallet back to USD using the drop-down menu on the top right section of your OGPay account.

Where can I use my Virtual Debit Card?

Your OGPAY Virtual Debit Card is a VISA debit card. The card can be used for online or telephone transaction where VISA cards are accepted. You can find your Virtual Debit Card Details under “Debit Card” , click “Virtual Debit Card”, enter your Pin and the screen will display a copy of your virtual debit card when you can see the card number, expiry and CVV.

Is there any limit on the amount I can load into Virtual Debit Card?

The OGPAY Virtual Debit Card has a maximum available balance of $5000.00 Money transfers into the virtual debit card can’t exceed a total of $5000.00

How do I view the Cardholder Agreement?

You can find the agreement by visiting ogpaywallet.com on the top right corner of the website, or you can click Here.

How can I order a physical Debit Visa Card?

Log in to your OGPay account, click on ‘Add Debit Card’. Choose a debit card type program on the drop-down menu, complete the required information, and click submit.

*You can also order a Virtual Debit Visa Card which will be available for your use immediately.

My card didn’t arrive within the normal delivery timeframe. What should I do?

If you do not receive your card within 7-10 business days, please contact OGPAY Customer Support.

What are the benefits of using your Debit Visa Card?

Your Debit Visa Card allows you to:

Use funds on your Debit Visa Card anywhere Visa Card is accepted.
Withdraw funds from your Debit Visa Card via any ATM worldwide.
Load Payroll deposits right into to your Debit Card
Load funds from GreenDot onto your Debit Card

How do I activate my new Debit Visa Card?

Once you receive your card in the mail, your card is ready to use. No activation is needed.

How and where do I get my card’s PIN?

Your card’s PIN is the same as your OGPAY Mobile Wallet PIN.

Can my Debit Visa Card be in the name of my business?

Debit Visa cards can only be issued in the name of an individual. The cards can also only be mailed to a physical address and not a PO box.

How can I obtain my card balance?

Log into your OGPay Wallet and look for your ‘Transaction History’. Transactions to view are OGPay Transactions and Debit Card Transactions.
Using your smartphone, access your OGPay Wallet via the mobile app. Click the pancake button on the top left of your screen and look for “view transactions tab.”
You can also check it through any ATM Machines.

How long does it take for my transaction history to update with my card transactions?

Your OGPAY Wallet transaction history will be updated with your card transactions a few moments after the card processor receives the information. Please note that not all merchants may immediately submit their card transactions for processing, so you might not see these transactions in your history instantly.

Can I use my Debit Visa Card to withdraw cash via an ATM?

You can use your physical Visa debit card to make cash withdrawals at any ATM bearing the Acceptance Mark displayed on your card front or back. Please refer to your Cardholder Agreement to view your cash withdrawal limits.

Can I use my Debit Visa Card outside of the country?

Yes, your Debit Visa Card can be used Internationally where Visa is accepted. If you make a purchase or withdrawal in a currency other than the currency in which your card was issued, the Issuer may assess a foreign currency conversion fee of 3% on the transaction amount.

Can I make transfers to my Debit Visa Card and/or view card transactions via the Mobile App?

Yes, you can view your transactions, card balance and history by logging into your account via your OGPAY Mobile App.

What is the maximum balance my Debit Visa Card can carry?

Your card type determines your maximum balance. Please refer to your Cardholder Agreement for your maximum balance.

What limits is my Debit Visa Card subject to?

Your Debit Visa card is subject to transaction limits as defined in your Cardholder Agreement under Fees and Limits Schedule.

What should I do if I forget my PIN?

If you forget your PIN, login to your OGPAY Wallet account, click on “Mobile Wallet’, then select ‘PIN Management’, click on ‘Forgot Pin’, a screen will pop up and will ask you to re-enter your username and password again.

What should I do if my Visa Debit Card is lost or stolen?

If you believe your Card or Access Code(s) (“PIN”) has been lost or stolen, call the number on the back of your Card immediately. You can also login to your OGPAY wallet, under the ‘Debit Card’ Section, click ‘Report Lost Card” and fill in the information.

What should I do if I don’t recognize the merchant listed on my card statement?

Some merchants may bill under a name other than their operating name, or bill from a state different from where you made your purchase. If you still have questions about the transaction, please contact the merchant directly.

What is a Visa Debit Card Dispute?

If you believe that a prepaid card transaction has been posted to your account by mistake, you may submit a Prepaid Card Dispute within 60 days of the date that appears on the transaction statement or receipt.

What should I do before I submit a Visa Debit Card Dispute?

You should try to call the merchant directly first and inquire about the ‘charge’ and resolve your card dispute with the merchant directly for an easier process. If this is still not resolved with the merchant directly, then you can go ahead and submit a dispute.

How do I submit a Prepaid Card Dispute?

Identify the card issuer , it is normally displayed on the back side of the card near the bottom.
Download the corresponding issuer dispute form and fill it out according to the instructions indicated on the form:

Disputes are subject to time limits which vary between 30 and 120 days after the date they appear on your transaction history.
Most transactions must be disputed within 60 days of the date when they appear on your transaction history.

How long will it take to be reimbursed for unauthorized charges?

Approximately 45 – 60 days, but no guarantees.