WePay Payment or Withdrawal Issues – SwimTopia Help Center

If you receive notification that a payment has failed; you cannot accept payment on a conditional fee from within your registrations; or you are not receiving your money in your bank account, this means WePay was unable to fully process the transaction to receive or release funds.

Possible Reasons

The information submitted by the payer was incorrect or could not be verified. For example:
- Incorrect billing name, address, or zip code
- Expired, Lost, or Stolen card
- Invalid CVV / CSC

The payer’s card issuer declined the payment due to insufficient funds or other blocks on their account.
Your WePay account setup is not complete, or your account has been deactivated.
You’re collecting payments for something that violates WePay's Terms of Service.
Our Trust & Safety team needs additional information about you, your business, or the payer.

Payment Failure: Steps To Take

We do not have insight into the exact reason for the failure, since the communication is going through WePay, but in the case of payment issues, this is usually due to an issue with the person's card.

➧ Step 1: Contact the payer to get a different form of payment, then submit a ticket to WePay Customer Support for assistance.

>>Tip: You can log into your account by going to http://wepay.com/login directly, but to ensure you are logging into the correct account for your team, we suggest that you access your account from within your SwimTopia WePay Configuration page. Access this page via Manage Team > Settings > WePay Configuration.

➧ Step 2: If the person cannot provide another form of payment or does not feel the process should be failing, submit a ticket to WePay Customer Support for assistance. For verification purposes, please login first to submit your request using the email address linked to your WePay merchant account.

>>Note: If you do not hear from WePay in a timely manner, first try their chat support by logging into your WePay account. This feature will be on the bottom right of the screen. Next, if you still do not hear from WePay, submit a request to us (SwimTopia Customer Happiness), and we can heelp expedite your request.

Optional Payment Remedy

If you do not wish to wait on WePay to help remedy this issue, you could ask the member to pay via check. You would not be able to change the payment type on the registration at this time, so you may want to reject the registration and have them re-register or close the store order and have them re-purchase, if you want your payment records accurate on your SwimTopia site.

Withdrawal Issue - Steps To Take

In the case where you are not receiving expected funds, and you have confirmed that your WePay configuration under Manage Team > Settings > WePay Configuration is setup to be able to withdraw/transfer funds (as seen below), the best course of action would be to submit a support ticket to WePay Customer Support for assistance.

WePay Customer Support

➧ WePay Support Hours

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

➧ WePay Chat Support

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). We suggest trying this avenue first when you have any questions related to your WePay account.

➧ WePay Online Request Form

Follow up with a support request directly to WePay if you do not receive an answer, or do not know/have an account to log into - WePay Support.

>>Note: 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.

For reference ➞ See WePay's Why did a payment fail? or Where's My Money? articles.

If you have additional WePay questions ➞ See our WePay FAQs article.

For more information on Conditional Fees ➞ See our Conditional Fees: Approve, Capture & Release article.