WePay FAQs – SwimTopia Help Center

WePay is a secure payment processing website under Chase Bank that enables easy online payments, elliminating the need to track a paper trail of check payments. With no setup costs and no monthly fees, WePay is the preferred payment processing partner of SwimTopia.

The purpose of this article is to provide direction to expedite the resolution of any question or issue you are having with your WePay account. SwimTopia does not have insight into your WePay account credentials or any data within WePay, so your first step should be to contact WePay via their web form: WePay Customer Support. If you do not hear from WePay in a timely manner or need urgent assistance, your friendly SwimTopia Customer Happiness team can help expedite your request.

>>Note: For steps on setting up or configuring your WePay account ➞ See our WePay Configuration article located under the Settings section of our Help Center.

Covered in this Article:

How do I create a WePay account?

Creating a WePay account is done via your SwimTopia Settings > WePay Configuration page.

For detailed steps ➞ See our WePay Configuration article.

What are the fees associated with WePay?

As mentioned above, there is no setup cost or monthly fees. WePay charges credit card processing fees of 2.9% plus 30¢ per transaction.

<<Note: If your league requires a "league fee" and collects this fee through the use of a shared form on your registration form, your team must be set up with a WePay account to allow for online transactions, but this fee is automatically transferred to the league's WePay account. This is seen as a separate transaction in WePay, so it will incur the processing fee separate from yours. If you do not set up a WePay account and/or allow for other forms of payment (check, member account), then you will have to use the Registration Details report to determine what your team owes the league and pay separately ➞ See Adding League Waivers and Fees to Your Team’s Registration Form.

You do have the option during configuration of WePay to take this on as the seller (team), or pass it to the buyer (parents), but only if that's allowed in your state. We suggest taking this on as the seller (as most teams do) and incorporating a fee into your registration to recoop the cost, if necessary.

For more information ➞ See our WePay Configuration article.

Why does WePay require personal info to verify an account?

When you open a WePay account on behalf of your organization (team), WePay will ask for your SSN and date of birth in addition to the business name and EIN (Employer ID Number). Banking regulations also require a valid physical address (not a PO Box, for example).

>>Note: An EIN is only required if your team is registered as a business or nonprofit, otherwise the SSN for the account owner will suffice (and is required regardless of providing an EIN).

WePay is a payment services provider and as such, is obligated to collect certain information from users to verify their identities in accordance with Section 326 of the Patriot Act, which requires WePay to confirm the identity of those withdrawing funds from the system as an online payment processor.

WePay also requires this information to confirm that you're authorized to act on behalf of the business. This prevents unauthorized people from creating an account on behalf of your business.

For more information ➞ See WePay's Account Verification article.

Some other documentation of the relevant regulations:

What is an EIN (Employer ID Number)?

An Employer Identification Number (EIN) is a Federal Tax Identification Number used to identify a registered business or nonprofit. Your EIN can be found on the the paperwork you filed with the IRS to legally form your business. If you did not file with the IRS, you likely don’t have an EIN. If you are associated with a country club, it is likely you will need to use the club EIN.

>>Note: An EIN is only required if your team is registered as a business or nonprofit, otherwise the SSN for the account owner will suffice (and is required regardless of providing an EIN). Teams don't have to be 501c3. Obtaining an EIN is free and should take less than10 minutes to fill out the form. It will relieve you of any tax liability, so worth considering. ➞ See the section below on taxes for more details.

If you would like to look into applying for an EIN, you simply go to the IRS site and fill out the online application. The only form you need is known as the IRS Form SS4. The EIN is automatically generated upon completion.

For more information ➞ See WePay's Tax Identification Number (TIN) verification article or https://www.finimpact.com/ein-lookup for more details.

How will using WePay affect my taxes?

Using WePay does not necessarily affect your taxes. WePay helps you organize your payments and under certain circumstances will issue a 1099-K form (requirement from the IRS).

This only comes into play if your team collects at least $20,000 and has at least 200 transactions in the calendar year. When that occurs, WePay will send a 1099-K form by January 31 of the following year. WePay will not report the funds that you collected as earned income. The 1099-K form is simply intended to track the movement of funds.

If you withdraw the funds as a personal acct (using your SSN), a 1099-K will be issued to you, but if you are acting on behalf of an organization with an Employer Identification Number (“EIN”), WePay will use the EIN for any required tax reporting. (as mentioned in EIN section, this might be a good reason to register for a free EIN)

For more information ➞ See WePay's How will using WePay affect my taxes? article.

What is needed to verify my account and team affiliation?

WePay has an extensive Know Your Customer (KYC) policy, for the safety and security of its account holders. When setting up a new account, WePay will likely ask for the following:

Evidence of Corporate Registration, such as:

Articles of Organization/Incorporation
DBA Registration
Partnership Agreement
Formal Trust Agreement, etc.

Proof of Nonprofit Organization registration, such as:

Articles of Incorporation
IRS 501(c) (3) determination letter
Documentation of candidacy

Plus your own identification, one of the following:

Valid U.S. passport
State or Government issued ID
Valid foreign passport with I-94 or I-551 card or stamp
Permanent Resident Card or Visa

And Proof of Affiliation with your organization (or swim team):
These documents should act as a means to establish a legitimate connection between the WePay Account Administrator and the organization (team). One of the following:

A link to a website contact page that lists you as being on the board or having financial responsibilities (Treasurer, etc.)
A letter (preferably on the company letterhead) describing your association with the team
Business documentation listing your name and team's name
Bank Statement with your name and the team's name
Power of Attorney document
An organizational chart with your name on it
Meeting minutes (school orgs)

How do I upload documents WePay says they need?

WePay will send an email letting you know what other information is needed, and when you're logged in to your WePay account, you can upload documents directly to WePay, see the status of the information you've sent, and see if other information is needed.

For more information ➞ See WePay's Document Upload Process article.

Can more than one person have access to the account?

Only one person can be listed as the account owner with edit capabilities, but you can have additional "moderators" assigned. These people will only have read access to the account.

Submit a ticket with WePay Customer Support to provide emails for anyone that should be a moderator.

Where do I find WePay Reports?

WePay provides detailed reports about your transactions, including a CSV export that can be used if you need to do an audit of funds paid/recieved.

For more information and steps to take ➞ See our WePay Reporting article.

What should I do if a payment fails?

If you receive notification that a payment made to your WePay account has failed, or you cannot accept payment on a conditional fee from within your SwimTopia registrations, this means WePay was unable to fully process the transaction. This can happen for a variety of reasons.

For more information and steps to take ➞ See our WePay Payment or Withdrawal Issues article.

Where's My Money?

If you are not receiving your money in your bank account, this means WePay was unable to fully release funds for some reason. Could be that your account is not fully configured.

For more information and steps to take ➞ See our WePay Payment or Withdrawal Issues article.

How do I view/change my Withdrawal Schedule?

Log into your WePay account and go to your Settings > Settlement Details screen:

How do I issue a refund?

Full refunds are quick and easy from within your WePay account and will include processing fees. Partial refunds require assistance from WePay Support and do not include processing fees, so we suggest avoiding this if possible.

➞ See our WePay Refunds article for detailed steps on issuing full and partial refunds.

How do I update our bank account?

If you click on the Account Id on your Manage Team > Settings > Wepay Configuration page (or go to https://www.wepay.com/login) and login to your WePay account, you should be able to update this information under your WePay Settings > Bank Account page.

Reach out to WePay Customer Support from within your account for assistance. If you do not hear from WePay in a timely manner, your friendly SwimTopia Customer Happiness team can help expedite your request.

Why is there an error when a member is checking out?

If the total is less than $1.80, then the cause of the error is that WePay does not allow a fee less than $1.80 to be processed. If you have questions on this feel free to reach out to WePay Customer Support for assistance.

How do I find out who the current account owner is?

For the security of your WePay account, SwimTopia does not store your login credentials. If unsure of who the last account owner was, reach out to WePay Customer Support for assistance.

Include your account# in the support ticket. This is found on your WePay Configuration page within your SwimTopia site (Manage Team > Settings > WePay Configuration).

How do I reset my WePay account password?

If you know the email associated with your WePay account, you can reset the password on the account.

For instructions ➞ See WePay's How do I reset my password? article.

How do I transfer ownership of my WePay account?

When your WePay administrator has changed, you'll need to update your WePay account with the contact information for the new admin. The current WePay admin can make the switch as part of their transition, or the new admin can request the update.

➞ See our Transferring WePay Account Ownership article for details.

I received an email asking for personal info, is this a scam?

We can assure you this is a legitimate request from WePay, not a scam. WePay needs to do as part of their Know Your Customer (KYC) requirements as a banking organization. (For more info - https://en.wikipedia.org/wiki/Customer_Identification_Program).

Any time you receive an email from WePay requesting more information, you can verify this by logging into your WePay account where you should see a notification banner at the top of the screen. The account creator (usually the Treasurer) would most likely handle these requests. They will deactivate accounts that do not respond by a deadline, so do not disregard these requests.

To ensure you are logging into the correct account, we recommend doing so via your SwimTopia site (Manage Team > Settings > WePay Configuration > click your WePay account link > Login), but you may also go directly to http://wepay.com/login

If you are unsure of your login or have questions regarding their requests, Submit a ticket with WePay Customer Support. (If you do not hear back in a timely manner, let us know and we can jump in to help.)

It should be pretty straightforward as long as the WePay account info reflects the bank account info. For example, it’s best if the bank account is in the name of “Your Team Swim Club” that you set up the WePay account using the same name.

Another suggestion is to have the treasurer be the person who sets this up and to use a generic email address (yourteam_treasurer@gmail.com, for example) as the email address so it's easily transitioned to a new person, and have a contact us page on your site with the treasurer name and this email address so WePay can verify the account owner's association to the team.

My WePay account was deleted, how do I get it reactivated?

This is likely due to the topic above.

If you see an error on your WePay Configuration page similar to the examples below (Manage Team > Settings > WePay Configuration), your WePay account has been deleted and you will need to go through the setup steps again.

Click the Remove Configuration button and you will be able to start the process again.

➞ See our WePay Configuration article for step-by-step instructions.

>>Note: If you are unsure why your account has been deleted, submit a ticket with WePay Customer Support, but we suggest doing this in conjunction with taking the steps listed above to setup a new WePay account, so this process can be in progress while waiting on a reply from WePay.

What does the "Reset Access Token" button mean?

There are times when the link between SwimTopia and WePay can be interrupted, which would cause this Reset Access Token button to display as a call to action for relinking. This is unusual but likely due to updating login credentials on the WePay side, or in the case above where the account has been deleted.

In the case of a password change, to relink the accounts click on the button and login in to your WePay account. If your account has been deleted, see instructions above to remedy this situation.

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