Skip to main content

WePay FAQs

Paige Hansen
  • Updated

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.

➞ See our WePay Configuration article located under the Settings section of our Help Center for steps on setting up or configuring your WePay account

 

>>Very Important: Check the status of your account at the start of each season in case WePay needs any information from you, to avoid last minute panic prior to opening registration. You can do this by logging into your account directly at http://wepay.com or from your Settings > WePay Configuration page in your SwimTopia site.

Covered in this Article:

WePay Customer Support

WePay Account Setup Topics

Money Management/Banking Topics

WePay Account Management Topics

WePay Customer Support

➧ WePay Support Hours

9am-9pm EST M-F (WePay does not offer weekend support hours)

➧ WePay Chat Support (Currently Disabled)

WePay offers chat support (9am-9pm EST M-F) from within your Merchant Center (bottom right of your Home screen when logged in to your wepay.com account). 

➧ WePay Online Request Form

If you have questions, you need to submit a support request directly to WePay first - WePay Support. 

SwimTopia does not have insight into the details of your WePay account as this is a secure banking relationship. If you do not hear from WePay in a timely manner, your friendly SwimTopia Customer Happiness team can help expedite your request, but we need the ticket# from the request you have submitted directly to WePay to proceed with this request. 

 

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?

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 SSN & Birthdate to verify an account?

WePay is a payment services provider and as such, is obligated by federal law 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. 

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).

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

Some other documentation of the relevant regulations:

 

What is an EIN (Employer ID Number) and why should I have one?

An Employer Identification Number (EIN) is a Federal Tax Identification Number used to identify a registered business or nonprofit. If you are an incorporated/registered business, 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.

>>Important Notes:

  • EIN is only required if your team is registered as a business or nonprofit, otherwise the SSN for the account owner will suffice (and 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, and likely avoid a lot of frustration setting up this account, so REALLY worth considering. ➞ See the section below on taxes for more details. 
  • When applying for an EIN with the IRS you have to tell them what kind of entity you have formed (e.g. Partnership, Corporation, LLC, etc.). However, the IRS doesn't confirm this information before giving you the EIN. By signing the form you certify that the information provided is true and correct. So if you apply for an EIN and just pick an entity type that can be a big issue with the IRS later. 
  • If your team isn't formed as a legal entity, there are many reasons to get legally formed apart from being able to open to bank and credit card processing accounts. With no legal entity, any legal or tax liabilities would fall on the shoulders of the individuals in charge of the organization. That can be a very big risk.

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 documentation is needed to verify my account and team affiliation? 

When setting up a new account, WePay will likely ask for the following: 

➧ Evidence of Corporate Registration (if you setup your WePay account as a Partnership/Incorporated/Registered Business):

Examples Include...

  • DBA Registration - Doing Business As...
  • Articles of Organization/Incorporation - this would apply if your organization is incorporated in some form. A corporation has to have by-laws, usually filed with the secretary of state.
  • Formal Trust or Partnership Agreement Document - this would apply if your organization is an LLC or partnership. The formation documents for these types of organizations are informally referred to as "member agreements"

OR

➧ Proof of Nonprofit Organization registration (if you setup your WePay account as an Unicorporated Association):

Examples Include...

  • IRS 501(c) (3)
  • Determination Letter 
  • Tax Exempt registration - with any applicable regulatory body, such as Articles of Incorporation (same as above)
  • Documentation of Candidacy - ( would only apply if the swim team were a political campaign. If you were, you would have to file paperwork with the state or federal government to declare your candidacy, and thereby form a legal entity to run your campaign.)

>>Note: Please ensure the document includes the full name of the organization with either the address or the Tax ID listed in the Company Info section of your account. ​

➧ PLUS your own identification, ONE of the following:

  • Valid U.S. passport
  • State or Government issued ID (i.e. Drivers Liscense, SSN)
  • 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. - this could be the easiest option, but would need to be public, not set to private at least until your account is setup)
  • Proof of employment by non-profit (dated in last 30 days)
  • 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)

➧ Got Questions?: Open a support ticket with WePay Support. (WePay does not offer phone support). SwimTopia can help expedite your requests/questions, but only AFTER you have submitted a support ticket with WePay and have given them 24 hours to respond.

 

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.

 

What if WePay is rejecting what I'm uploading?

WePay has an extensive Know Your Customer (KYC) policy, for the safety and security of its account holders. They are required to implement these (KYC) requirements of federal law, which are defined vaguely and subject to the determinations of bank auditors who can levy fines against them if they don't have what they deem to be sufficient documentation that they have appropriately verified the identity of any new customers. These regulations are designed to prevent money laundering and to catch terrorists, but don't make it easy for customers to open accounts. 

To open a bank account your team has to exist as a legal entity such as an LLC or registered non-profit. 

If someone from your team didn't form any sort of legal business entity, someone needs to open an account in an individual's name, or another possibility would be that if your team is associated with private club or an HOA that is legally formed, you could register a "DBA" (doing business as) with your county or state. In that case you would still need to provide the formation documents for your parent organization, but you would also be able to open an account in the name of your team.

The options, and the legal and tax trade-offs between the options vary a lot from state to state. SwimTopia is not legally able to provide any legal or tax advice, so we just try to provide information and see if something helps.

The documents WePay is requesting are the documents that prove that a legal entity exists for your team. If you cannot provide documents proving a legal entity exists, it won't matter what other documents you provide. If your team has not formed as a legal entity, then you won't be able to open an account with WePay. This is due to federal law, not a policy that WePay created. It's their way of adhering to US Federal law requirements as put forth in the Patriot Act created after 9/11 to deter terrorist behavior. 

​The question boils down to...How is Your Swim Team organized as a legal entity?

Have you filed to form a company or non-profit association? Are you part of a larger organization?

Please keep in mind that WePay, like most financial institutions, is accustomed to working with businesses. We will try to bridge the gap, but they just don't understand how swim teams are organized. Additionally, they are required by law to verify the legitimacy and identity of businesses and individuals before opening new accounts.

Often if your team is legally organized, you can find the documentation to that effect on your Secretary of State website. Depending on when you opened a team checking account (mainly if it was after 2008 or so) you likely would have been required to provide similar documentation. If you did, your bank may have copies of the information provided when your account was opened.

Here is more info on the KYC rules if interested: https://fin.plaid.com/articles/kyc-basics/

Maybe you need to change how you set up your WePay account.

Did you set up with WePay as a Partnership/Incorporated/Registered Business or and Unincorporated Association (not a registered business)? If you're not sure, we suggest asking WePay Support.

If you are set up as Partnership/Incorporated/Registered Business, you have to provide documentation like the EIN Confirmation Letter from the IRS or Articles of Incorporation as noted in the section above - What documentation is needed to verify my account and team affiliation? 

But if your team is set up as an Unincorporated Association (not a registered business), then WePay's Trust and Safety team should be able to accept a bank statement along with By-Laws or a Written Constitution (maybe the by-laws of the league could work).

 

➧ Got Questions?: Open a support ticket with WePay Support. (WePay does not offer phone support). SwimTopia can help expedite your requests/questions, but only AFTER you have submitted a support ticket with WePay and have given them 24 hours to respond.

 

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.

 

Can More Than One Account be Active at Once?

This is likely only pertanent to school teams, but the short answer is no. A request has already been submitted to our dev team for future consideration, but feel free to let us know if your team could use this, so we know the level of need. Submit a request to SwimTopia Customer Happiness.

 

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:

mceclip0.png

 

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.

 

WePay KYC Request: Is this email 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.

 

Account Disabled: Or will be soon if you don't take action

mceclip0.png

Although rare, there are times when WePay needs to request information due to banking regulations. Or, if your account is nearing more than 540 days of inactivity, this will cause it to be disabled.

➧ How to resolve:

Log into your WePay account to find out what information is needed.

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.)

 

Account Deleted: How do I get it reactivated?

Similar to the deactivated topic above, this is likely due to WePay requesting information from you and not hearing back (see above KYC topic).

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.

mceclip1.png

mceclip2.png

➧ How to resolve:

There are times this is reversable and times when it's too late, which means you would need to start over and create a new account. Only WePay knows which your account falls under.

Your first step should be to try to login to your WePay account and see if you see a notice/alert that allows you to upload or provide what they need.

If you are unable to do this, you can either submit a request to WePay Customer Support to see if it's too late for reactivation, in which case you will need to click the Remove Configuration button and you will be able to start the process again, OR just start over to create a new account if you don't want to wait to find out.

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

 

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.

mceclip0.png

 

hcmanagesettingswepayconfiguration

Related articles

Comments

0 comments

Please sign in to leave a comment.