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.
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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.
Once created, you will receive an activation email containing your account number and a link you may click on to begin the activation process.
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
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.
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:
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:
For complete and up-to-date contact information, please log in to your account to chat with us or send us an email.
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
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.
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?
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.
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:
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.
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:
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.
When you swipe or insert your prepaid card at a gas station pump, the gas station will place a pre-authorized hold of up to $125.00 USD or more 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 8 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.
When the transaction settles, you will only be charged for the amount of gas purchased.
To avoid pre-authorized holds, we recommend pre-paying inside the gas station so you can specify the exact amount of gas you wish to purchase.
Some other merchants may have similar practices and even longer maximum pre-authorization timeframes:
In some cases, the merchant may be able to make an exception and release the pre-authorized hold earlier than the maximum allowed hold time.
Contact us:
Email Support
Please login to Scentsy Pay SFR and use the form provided under the Support section to send us your question. If you have issues logging in, please contact us by phone.
Telephone
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.
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