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:
- What are the fees associated with WePay?
- Why does WePay require personal info to verify my account?
- What is an EIN (Employer ID Number)?
- What is needed to verify my account and team affiliation?
- How will using WePay affect my taxes?
- How do I upload documents WePay says they need?
- Can more than one person have access to the account?
- How do I find out who the current account owner is?
- How do I reset my WePay account password?
- What should I do if a payment fails?
- How do I issue a refund?
- How do I update our bank account?
- How do I transfer ownership of my WePay account?
- I received an email asking for personal info to be updated, is this a scam?
- My WePay account was deleted, how do I get it reactivated?
- What does the "Reset Access Token" button mean?
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.
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).
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 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.
Obtaining an EIN (Employer ID Number) is free and not too much work. If you would like to look into applying for an EIN - https://www.irs.gov/businesses/small-businesses-self-employed/employer-id-numbers
For more information ➞ See WePay's Tax Identification Number (TIN) verification 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 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 you Form 1099-K, a requirement from the IRS. If you are acting on behalf of a corporation or other organization with an Employer Identification Number (“EIN”), WePay will use the EIN for any required tax reporting.
For more information ➞ See WePay's How will using WePay affect my taxes? article.
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.
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.
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 Issues article.
How do I issue a refund?
➞ 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.
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 to be updated, 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 (firstname.lastname@example.org, 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 a screen similar to the one below on your WePay Configuration screen within SwimTopia (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.