This browser is not supported. To ensure the best possible user experience, please use one of the following browsers:
Chrome | Firefox | Internet Explorer | Safari | Opera

Our frequently asked questions service offers answers to common questions. If you don't find an answer, please contact our customer support and a representative will be able to assist you.

General

How do I activate my account?

Scentsy will create your Scentsy, Inc., Pay Portal on your behalf 5 days after you sign up as a Scentsy consultant. You will receive an activation email at that time, containing both your Account ID number and a link you can click on to begin the activation process.

If 5 days have passed and you have not received an activation email, please contact Customer Support.

How do I change my registration information?
In order to change any profile information registered to your Scentsy, Inc., Pay Portal, please contact Scentsy Customer Support directly at 1-877-855-0617
How do I sign up for a Pay Portal account?

Once created, you will receive an activation email containing your account number and a link you may click on to begin the activation process.

What are the supported desktop browsers?
  • Google Chrome : Version 46 and up
  • Safari : Version 8 and up
  • Firefox : Version 42 and up
  • Internet Explorer : Version 11 and up
  • Opera : Version 10 and up

Withdrawing Funds

How can I set up automated transfers to my bank account or prepaid card?

Auto Transfer allows you to set up automatic transfers of the funds from your Pay Portal to your bank account or prepaid card— so that you can set it and forget it!

In order to set up Automated Transfer, you will need to have a prepaid card or bank account linked to your Pay Portal.

To set up Auto Transfer in your Pay Portal:

1. Click on Transfer in your menu

2.Under Actions: select Create Auto Transfer

3. Select Confirm

  • If you have a prepaid card and/or at least one bank account saved in your Pay Portal, you will see them listed here. If you do not yet have any saved bank accounts, you can add one by clicking on Add New Transfer Method.

Auto Transfer Advanced Options:

Advanced Auto Transfer options allow you to split transfers between 2 or 3 different bank accounts or prepaid cards, as well as configure a minimum transfer amount.

  1. Select Transfer in your Menu
  2. Under Actions select Create Auto Transfer
  3. When in the Auto Transfer page, Select the Advanced tab 
  4. Select the account under Transfer Method and set the % field to the right. The total for all chosen Transfer destinations must equal 100%


For example, you can choose to have 60% of your incoming payments go to your card while the remaining 40% goes to a bank account.

Note: Under Additional Options you can choose the frequency of your Auto Transfer. You can choose either daily or monthly. If you choose monthly, you can select the date on which the first Auto Transfer is to take place.

Tip:

  • If you would like your incoming payments to be forwarded to your bank account and/or prepaid card as quickly as possible, select the daily Auto Transfer frequency.
  • Minimum Auto Transfer amount. For example, you can set your account to only perform a transfer once you have accumulated a minimum of $100 in payments.

 

How can I update automatic transfers to my bank account?
To update Auto Transfer to your bank account:
  1. Click on Transfer from the menu.
  2. Under Action click on Update Auto Transfer for the specific account.
  3. You will now see the details of your Auto Transfer configuration on the Transfer page, along with the options to either Edit or Disable your Auto Transfer.
How do I transfer funds from my Scentsy Pay SFR to my bank account?

You may transfer the balance of your Scentsy Pay SFR to any bank account in your country.

To transfer your Scentsy Pay SFR balance to a bank account:

  1. Click Transfer.
  2. If you have already registered a bank account, select Transfer To Bank from the Actions option for the selected bank account.
  3. If you are transferring to a new account, select Add New Transfer Method and enter the required account information. Please carefully verify that your banking information is correct, as incorrect information may cause significant delays to your transfer.
  4. Enter the Amount to transfer. Enter any personal notes you would like to store on your receipt (for your records only) and click Continue.
  5. If currency conversion is required to complete the transaction, currency conversion details will be displayed.
  6. Verify the information and click Confirm.
  7. Please allow 1-2 business days for the funds to be credited to a bank account in North America or Europe, 5-6 business days in the UK, or up to 3 business days for other destinations.

Customer Support

How do I contact Customer Support?

For complete and up-to-date contact information, please log in to your account to chat with us or send us an email.

I forgot my Scentsy Pay SFR password. What should I do?

We do NOT keep a record of your password!

If you have forgotten your password, please click on the link below and enter your email address (must be the same email address with which your account is registered). You will receive an email containing a link you will need to click on. In order to choose a new password, you will first be asked to answer your two security questions.

Click here if you have forgotten your password

If you do not receive your password recovery email, or if you are unable to answer your security questions, please contact us

Scentsy Pay SFR Prepaid Card

How do I view the Cardholder Agreement?

Please refer to your Cardholder Agreement by logging into your online Pay Portal and click on the Legal footer link to access a digital copy of your Cardholder Agreement.

Obtaining and Activating a Prepaid Card

How can I obtain a Prepaid Card?

Obtaining Your Card: Scentsy will request a card on your behalf when your Scentsy, Inc., Pay Portal is created if this option is available for your country.

How long does it take for the card to arrive after I request it?

Depending on your location, please allow the following delivery times to receive your prepaid card after your request has been approved.

USA: up to 15 business days
Canada: up to 15 business days
Europe: up to 15 business days

Rest of World:
Standard - up to 6 weeks
Expedited - up to 3 weeks

What should I do if the card doesn't arrive within the normal delivery timeframe?

If you do not receive your card within the delivery times listed above, please contact Customer Support.

What are the benefits of using a Prepaid Card?

  • Load your card instantly using your commission payments.
  • Shop at any merchant bearing the Acceptance Mark displayed on your card front or back - in-store, online, or by phone.
  • Withdraw cash at more than 1 million ATMs worldwide
  • View your card balance and statement online or from your mobile phone.

Do I need to activate this card? How?

Once you receive your card in the mail, you may activate the card by calling the telephone number listed on the back of the card and following the voice prompts for card activation or you may activate online at www.sfr.hyperwallet.com. Please log in to your account online, click on the “Activate Card" link, and follow the on-screen instructions. You will not be able to use your card until you have activated your card by accepting the Cardholder Agreement.
*Please note that telephone calls can be subject to international long distance rates.

Can the card be in the name of my business?

Prepaid cards may be issued in the name of an individual only.

How will I get my card’s PIN code?

You will be provided or prompted to select your personal card PIN during the card activation process.

Using your Prepaid Card

How can I get money onto the card?

Once you have activated your card, you can move money from your online Pay Portal balance onto the prepaid card by clicking on “Prepaid Card” in your Pay Portal menu, then selecting “Load Prepaid Card” from the prepaid card dashboard. Funds transferred in this way will be available to use on your card immediately.

Where can I use the card?

Dependent on your card type, you can use your Prepaid Card to make purchases from any merchant bearing the Acceptance Mark displayed on your card, including online (except for online gambling merchants).

Please note that some merchants such as gas stations or rental car agencies may have a policy to not accept prepaid cards. This is a merchant-specific policy.

How can I obtain my card balance?

There are four ways you can check your card balance:

  • By logging into your online Pay Portal and viewing your card balance.
  • Using your smartphone, by accessing your Pay Portal via the mobile site https://sfr.hyperwallet.com. Or, find and download the Scentsy Pay SFR mobile app from iTunes or Google play!
  • By calling the number listed on the back of your card and selecting the option to obtain your card balance.
  • By consulting an ATM.

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

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

Can I use the card to withdraw cash at an ATM? If so, which symbols should I look for on the ATM?

You can use your prepaid 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 withdrawal limits.

Can I use the card outside of the country?

Yes, your Prepaid Card can be used internationally. 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% of the transaction amount.

Can I make transfers to my card and/or view card transactions on the mobile application?

You can view the load your card and view your card balance and history by logging into your account on your mobile application.

What is the maximum balance my card can carry?

Your maximum balance is determined by your card type. Please refer to your Cardholder Agreement for your maximum balance.

What limits is my card subject to?

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

Problems with your Prepaid Card

What should I do if I forget my PIN?

If you forget your PIN, you can reset it using the Reset PIN feature found in your online Pay Portal under your Profile.

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

If your card is lost or stolen, please immediately call and report it to the number shown here , any time of day and any day of the week. Our agents can then assist you by cancelling the card and issuing a new one for you.

What do I do if I don't recognize the merchant listed on my 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 Prepaid Card dispute?

If you believe that a prepaid card transaction has been posted to your account in error, you may submit a prepaid card dispute within 60 days of the date that appears on the transaction statement or receipt.

What happens after I submit my dispute?

After we confirm your dispute claim, we may need to contact the merchant and their bank regarding the disputed transaction. In some cases, we may contact you again via Mail if we need more information. We process disputes according to billing error procedures that are governed by federal law and outlined in your credit card agreement.

What should I do before I submit a Prepaid Card dispute?

A quick call to the merchant can often answer your questions and easily resolve your credit card dispute. However, if this is not resolved, you may want to submit a dispute.

How do I submit a prepaid card dispute?

Download the dispute form and follow the procedures pertaining to your Prepaid Card type:

Visa USA

Visa Canada

Disputes are subject to time limits which vary between 30 and 120 days after the date they appear in 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.

What should I know about using my prepaid card at gas stations, hotels and other merchants?

When you swipe your prepaid card at the pump of a gas station, oftentimes the gas station will place a hold (an authorization) of up to $125.00 USD (or equivalent) on your card prior to you filling up. The actual amount purchased will be processed on the card at a later time, but the initial hold may last for up to 7 days before being released, minus the amount of gas that was purchased. During the time that the hold is in effect, the funds being held will be unavailable for you to use

To avoid this hold, we recommend going into the gas station to specify the amount of gas you wish to purchase in advance so that only that amount is held. 

Some other merchants may have similar practices and even longer maximum pre-authorization timeframes. These include hotels and cruise lines (up to 30 days), car rental agencies (up to 60 days) and financial services (up to 10 days). In some cases, the merchant may be able to release the pre-authorization earlier than the maximum allowed holding time upon request.

What is the Mastercard 3D Secure/Identity Check Program?
Please click here for details on the Mastercard 3D Secure/Identity Check Program
What are contactless payments?

Contactless payments use short-range wireless technology to securely complete payments between contactless cards and contactless-enabled checkout terminals. It’s a fast, easy, and secure way to pay for goods and services.

A contactless card is a chip card that has a near-field communication (NFC) antenna which enables close-range payments.

When you tap your contactless card at the contactless-enabled checkout terminal, your payment is sent for authorization.

A simple tap of your card is all it takes to pay at checkout!

How do I know if my card is contactless?

If you see the contactless symbol on your card, it means the card comes with contactless technology.

Which cards are related to this service?

All Scentsy Pay SFR prepaid Mastercards issued by Transact Payments Limited.

How do I use my contactless card?

You do not need to swipe or insert your contactless card into the POS terminal when paying. To make a purchase, simply tap the card on the payment reader at the checkout of participating retail locations. A beep will indicate that your card has been detected and a payment is being authorized.

Where can I make contactless payments?

Anywhere you see the contactless symbol at checkout, you can tap to pay. This includes fast food restaurants, gas stations, convenience stores, pharmacies, stadiums and more.

If you don't see the symbol, your contactless-enabled card can still be used by inserting or swiping it at checkout.

How does contactless technology benefit me?

It’s faster, easier, and more secure than other payment methods:

  • You don’t have to enter your PIN for payments of €50 and under, or at unattended car parks and transport terminals. However, you will be prompted to enter your PIN on your fifth consecutive contactless transaction or when the cumulative amount spent reaches €150.
  • You’re in control because your card never leaves your hand when you make a payment.
  • Your contactless card is always on and ready to use.

What happens if I try to make a contactless payment for more than the contactless limit?

You will be asked to make a chip and PIN transaction for additional security.

How close does the "tap" have to be to the checkout reader?

When you tap your card/device at checkout, it must be within an inch or two of the contactless symbol on the terminal. Please note that if you have more than one contactless card in your wallet, you should remove the card you would like to pay with rather than tapping your wallet against the reader.

How will purchases appear on my transaction history?

Purchases made with your contactless card will be displayed on your transaction history just like any other purchase.

Are there any fees for paying with my contactless card?

No, there are no additional fees.

Live customer service representatives are available for support:

English and Spanish: Monday - Friday 06:00 - 22:00, Saturday & Sunday 08:00 - 17:00*
French and Mandarin Chinese: Monday - Friday 08:00 – 17:00*

* Please note all the hours mentioned above are in Pacific Time. 

  • USA and Canada Toll-Free: 1-866-277-1790
  • International: 01-778-373-5389

Email Support

Please make sure you are logged in to Scentsy Pay SFR so we can verify your identity and ensure a fast response to your inquiry. You can reach us by email at support@scentsypay.com or by using the form below. Include your Consultant ID and email address used when registering with Scentsy in all correspondence.