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We have updated the Terms and Conditions and the Licensing and Complaints information applicable to this Pay Portal. To review the new Terms and Conditions, please click here. Changes to Licenses and Complaints may be viewed here.

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.

Overview

How do I sign up or activate my account?

Your organization will create a iHerb Cashout account on your behalf. Once created, an email will be sent to you with a link you can use to begin the activation process.

If you have been notified by iHerb Cashout that your first payment has been sent but have not received an activation email, click here.

If your email is not currently registered, please contact iHerb Cashout to create your account.

How do I log in to iHerb Cashout?

To log in to the Pay Portal:

  1. Enter your Login ID and Password in the Login screen.
  2. Click on Sign In.
How do I change my profile information?
  1. Log in to your Pay Portal.
  2. Click Settings > Profile
  3. Make the changes.
  4. Click Save

If you are unable to update your information, please contact iHerb Cashout directly.

How do I change my account password?
  1. Log in to your Pay Portal.
  2. Click Settings > Security
  3. Enter your existing password.
  4. Enter and confirm a new unique password.
  5. Click Update Password

Note: Passwords must contain 6-15 characters and cannot be reused.

What should I do if I've forgotten my password?
  1. Click Forgot Your Password? on the Pay Portal login page.
  2. Enter the email address registered on your Pay Portal.
  3. A password reset notification will be sent to this email. Click the Reset Password link. This will direct you to a page where you can enter and confirm your new password.

NOTE: You may be required to complete an additional authentication step to verify your identity. If prompted, choose one of the options and follow the on-screen instructions.

  1. Enter and confirm a new unique password.
  2. After successfully resetting your password, a confirmation email will be sent to your email. Click Return to Login Page and use your new password to log in to the Pay Portal.

Account Verification

What information needs to be verified?

Verification of person identified as the account holder:

  • Government / National ID
  • Passport
  • Driver’s License

Information on the submitted documents must be current and clearly visible. Up to 2 pieces of identification may be required.

Verification of account holder’s address:

  • Utility bill (e.g., gas, electric, water, cable, phone)
  • Financial statement
  • National ID
  • Government issued documents (e.g., tax bills, balancing statements)

Full name, address, and document validity (dated within the last 12 months) must be clearly visible.

How long does it take to verify my documents?

If the submitted documents meet the above requirements, verification will be within 2 business days. We will send you an email if additional information is required.

What type of documents are acceptable as proof of address?
  • Utility bills (e.g., gas, electric, water, internet, landline phone)
  • Bank or credit card statements
  • Tax assessments
  • Local government letters confirming address
Can I use a nickname or alternative name?

No. The name on your profile must match your documents and be your legal given name.

Note: Changes made to your Pay Portal profile may retrigger account verification.

What is the format for providing my date of birth?

MM/DD/YYYY

What should I do if I have submitted the required documents, but transfers are still not working?

Please allow us time to review the documents. We will contact you if any additional information is required and send you an email notification once the review is successful.

Are photocopies of the required documents acceptable?

No, original documents must be scanned and uploaded.

I’m trying to upload the requested documents, but it says the file size is too big. What do I do?

If you are trying to upload a photo of a required document and it is too big, save as .png or .jpeg to reduce the size. The file size should be under 4MB.

I have an expired passport. Can I still submit that on the Pay Portal?

No, only a valid and current government-issued ID should be submitted. Any expired document submitted will be rejected.

Does the address on the verification document need to match my Pay Portal profile?

Yes. The address on your Pay Portal (under Settings > Profile) needs to be exactly the same.

If you are not able to update your profile address, please contact iHerb Cashout directly.

Taxpayer Verification (United States)

Why did my Substitute Form W-9 fail verification?
  • First and/or Last Names registered on your Pay Portal do not match IRS records.
  • Middle Name or initial is on file with the IRS but not included on your Pay Portal profile. If you have a middle name or initial, please add it in the “First Name” field and separate it by a space.
  • Social Security Number (SSN) on your Pay Portal profile is incorrect or contains spaces or dashes. The format should be 9 digits.
  • Business Name and/or Employer Identification Number (EIN) may not yet be available across all IRS systems if your EIN was issued less than 4 weeks ago.
  • Internal Revenue Service (IRS) servers are experiencing high volume or downtime.
  • There have been multiple unsuccessful attempts to verify.
How do I update the name or Social Security Number displayed on my Substitute Form W-9?
  1. Log in to your Pay Portal.
  2. Click Settings > Profile
  3. Make the required changes. Click Save.
  4. Click Home to resubmit your Substitute Form W-9 using the updated information.

To update any information which cannot be edited on the Profile page, contact iHerb Cashout directly.

Updates made by iHerb Cashout to your profile information may take several days to reflect on your Pay Portal. Once the changes have been applied, the Substitute Form W-9 will be made available again for submission on the Home page.

Am I eligible to receive a Form 1099?

If your total payments from iHerb Cashout meet or exceed the IRS threshold of $600 USD over the course of the tax year, you are eligible to receive a Form 1099.

If you are unsure about whether or not you meet this requirement, you can view a list of your total payments for a given period by logging in to your Pay Portal and following these steps:

  1. Click History
  2. Adjust the “To” and “From” dates. Maximum search history is 365 days.
  3. Select Load funds as the Transaction Type.
  4. Click Search
  5. If necessary, to view more payment information on a single page, increase the number of rows displayed on the search results.
  6. Calculate your total earnings by adding up the values in the “Credit” column.

In addition to meeting the $600 USD IRS threshold, a Substitute Form W-9 must be submitted and in good standing prior to January 2nd of the year a Form 1099 is issued.

If you meet the IRS threshold of $600 USD but your Substitute Form W-9 was submitted after this deadline, contact iHerb Cashout directly for assistance obtaining your Form 1099.

How do I view my Form 1099?
  1. Log in to your Pay Portal
  2. Click Resources > Tax Documents
  3. Locate your Form 1099 under “Available Year End Tax Forms”.
  4. Click Action > Download

NOTE: During tax season, you may experience longer than usual wait times for your tax documents to be displayed. If the tax document you are looking for does not display immediately, wait a few extra minutes or try using a different web browser if the issue persists.

iHerb Cashout Prepaid Card

How can I obtain a prepaid card?

If the prepaid card option is available for your program and country, you can request one by following these steps:

  1. Log in to your Pay Portal.
  2. Click Request Card > Continue
  3. Update the mailing address if necessary.
  4. Click Continue > Confirm

If a card activation fee is defined in your Cardholder Agreement, it will be debited from your Pay Portal balance.

Note: When you open a prepaid card account, we will ask for your name, address, date of birth, and other information that will allow us to reasonably identify you. We may also request proof of identification and proof of address.

How long does it take for my prepaid card to arrive after I request it?

United States, Canada, and Europe:
7-10 business days

Rest of the World:
Expedited: Up to 3 weeks
Standard: Up to 6 weeks

Note: The timelines above are estimated and assume normal conditions with no mail interruptions.

What should I do if my prepaid card doesn't arrive within the normal delivery timeframe?

Please contact customer support by referring to the Telephone or Email tabs at the top of the page.

How do I activate my prepaid card?

Option 1: Log in to your Pay Portal, click Activate Card on the Home page, then follow the on-screen instructions.

Option 2: Call the phone number listed on the back of the card and follow the voice prompts.

Note: You will not be able to use your card until you have activated it and accepted the Cardholder Agreement. Phone calls may be subject to international long-distance rates.

What are the benefits of using a prepaid card?
  • Instantly load your card using your Pay Portal Balance.
  • Make payments in-store, online, or over the phone to merchants (except online gambling sites) bearing the acceptance mark displayed on your card. Please note that some merchants may have a policy to not accept prepaid cards. This is a merchant-specific policy.
  • Withdraw cash at millions of ATMs worldwide.
  • View your card balance and statement online and through mobile.
How will I get my prepaid card’s PIN?

You will be prompted to create a PIN during the card activation process.

How do I view the Cardholder Agreement?

Log in to your Pay Portal and click Legal at the bottom of the page to access a digital copy.

How can I transfer funds to my prepaid card?

Once your card is activated:

  1. Log in to your Pay Portal.
  2. Click Transfer
  3. On the Transfer Center, click Action > Transfer to Card
How can I view my prepaid card balance?
  • Online: Log in to your Pay Portal
  • Phone: Call the number listed on the back of your card and select the option to obtain the card balance.
  • ATM: Consult an ATM (charges may apply. Please see your Cardholder Agreement).
How long does it take for transactions to appear on my prepaid card history?

In most cases, your transaction history will be updated immediately after the card processor receives the transaction information.

Not all merchants may immediately submit their card transactions for processing. This may cause a delay in your transactions being displayed on the Pay Portal.

What should I do if I forget my prepaid card PIN?
  1. Log in to your Pay Portal.
  2. Click My Cards > Action > Reset PIN
  3. Create and confirm a new PIN.
  4. Click Confirm
What should I do if my prepaid card is lost or stolen?

Please call customer support immediately so it can be suspended or disabled and replaced.

What should I know about using my prepaid card at gas stations, hotels, and other merchants?

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 equivalent) 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 up to 8 days before being released. While the hold is in effect the funds 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:

  • Hotels and cruise lines (up to 30 days)
  • Vehicle rental agencies (up to 60 days)
  • Financial institutions (up to 10 days)

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.

What do I do if I don't recognize a merchant listed on my transaction history?

Some merchants may bill under a legal name which differs from their operating name or bill from a state / region that is different from where the purchase was made.

If you have questions about a transaction, please contact the merchant directly.

What do I do if I believe a transaction is fraudulent or incorrect?

If you believe a prepaid card transaction has been posted to your account in error, a prepaid card dispute can be submitted to the issuing bank within 60 days of the date that the purchase appears on your transaction history.

If you suspect fraudulent activity, contact customer support immediately so the card can be disabled and replaced.

How do I submit a prepaid card dispute?

Your prepaid card’s issuing bank is displayed on the back of the card. To submit a dispute, download the corresponding dispute form listed below and follow the instructions on the form:

All Trans Financial Services Visa Prepaid Card

Bancorp Visa Prepaid Card

Choice Bank Mastercard Prepaid Card

MetaBank Visa/Mastercard Prepaid Card

Transact Payments Limited Prepaid Mastercard

Valitor hf. Visa Prepaid Card

Disputes are subject to time limits that vary between 30 and 120 days after the date a transaction appears on your transaction history. Most disputes must be within 60 days.

What happens after I submit my prepaid card dispute?

After your dispute is received, the issuing bank may need to contact the merchant and their bank for more information about the disputed transaction.

If more information is needed, they may contact you by mail. Issuing banks process disputes according to billing error procedures that are governed by federal law and outlined in your Cardholder Agreement. If the issuing bank is reimbursing you for erroneous or fraudulent transactions, the funds should be returned to you within 45 - 60 days.

For inquiries regarding the status of your dispute, please call the number at the top of your dispute form.

Why is a transaction still outstanding?

It means that the transaction is pending and has not been cleared by the merchant. Pending transactions are usually cleared shortly after a purchase is made.

These transactions cannot be disputed, however, the merchant may be able to settle the funds early if necessary documentation is submitted.

How can a pre-authorized transaction be released early?

The merchant will need to fax a pre-authorization release letter to Hyperwallet Systems Inc. at +1 604-424-9926.

The early release letter must be on company letterhead and sent directly from the merchant with the following information included:

  • Customer name
  • Customer card number (first six and last four digits only)
  • Date of authorization
  • Authorization amount in original currency
  • Authorization code
  • Merchant ID

If the pre-authorized hold is from a vehicle rental, the merchant will need to provide a copy of the closed contract proving that the vehicle has been returned.

If the pre-authorized hold is from a hotel, the front-desk will need to provide a copy of the closed folio showing check in / out dates.

What is the Mastercard 3D Secure/Identity Check Program?
Please click here for details on the Mastercard 3D Secure/Identity Check Program

Withdrawing Funds

How do I transfer funds from iHerb Cashout to my bank account?

You can transfer the balance of your Pay Portal to any bank account in your country.

To transfer your Pay Portal balance to a bank account:

  1. Click on Transfer.
  2. If you are transferring to a new account, select Add New Transfer Method.
  3. Select the country and currency of the bank account where the funds are going to be sent to.
  4. Select the transfer method and click on Continue.
  5. Enter the required account information. Please carefully verify that your banking information is correct, as incorrect information may cause significant delays to your transfer.
  6. Remember As is a nickname given to your transfer method. For example, “Andy’s Savings.” This name will appear in the transfer center.
  7. Make sure all the information is correct and click on Confirm.
  8. If currency conversion is required to complete the transaction, currency conversion details will be displayed.

Please allow 1-3 business days for the funds to be credited to a bank account in North America or Europe, or up to 5 business days for other destinations.

Where can I find my banking information?

You can obtain your bank information from your financial institution, a bank statement, or by referring to the details on the bottom of your checks.

In the United States and Canada, your account information will be displayed as shown on the sample checks below:

U.S. Accounts:
American Bank Accounts

Canadian Accounts:
Canadian Bank Accounts

How do I set up Auto Transfer?
  1. Log in to your Pay Portal.
  2. Click Transfer
  3. On the Transfer Center next to your preferred transfer method, click Action > Create Auto Transfer
  4. Make sure the “Auto Transfer Enabled” box is checked, then choose between daily and monthly Auto Transfer configurations.
  5. For currency and threshold settings, click More Options
  6. Click Confirm
How do I update my Auto Transfer settings?
  1. Log in to your Pay Portal.
  2. Click Transfer
  3. On the Transfer Center, click Action > Update Auto Transfer
  4. Make the necessary updates.
  5. Click Confirm
How do I update my bank account information?
  1. Log in to your Pay Portal.
  2. Click Transfer
  3. On the Transfer Center, click Action > Update
  4. Update your account information.
  5. Click Continue
  6. Review your profile information and make updates if required.
  7. Click Confirm
How do I view my transaction history?
  1. Log in to your Pay Portal.
  2. Click History
  3. Select a date range* and specify the transaction type.
  4. Click Search

* Maximum search history is 365 days.

Tracking Your Payment/Transfers

What do the payment status descriptions refer to?

Payments and transfers go through various stages while being processed. Updates are noted on your Pay Portal to keep you apprised of your funds and when you can expect them.

What is a Receipt ID?
The Receipt ID is a record of the transaction which can be referenced when contacting customer support.
Where can I find my destination bank account or debit card number?
  1. Log in to your Pay Portal.
  2. Click History
  3. Click on the transaction description to view the details.

Note: For security reasons, only the last four digits of your account information will be displayed.

Why does my account need review?
As part of our compliance program, we may require that you provide some additional information in order for you to continue to receive funds. For security reasons, we will not ask you to provide or verify personal information via email. Please visit your Pay Portal to update your information and follow steps to review your personal information.
It is past the estimated deposit date. Why haven't I received my funds?

Our goal is to send your funds to you as quickly as possible. However, once the transfer has cleared our systems, processing times can vary according to the receiving bank and any intermediary financial institutions involved in the transaction. Depending on your country and region, some transfers may take longer than others to be received.

Why am I getting multiple emails?
If you have initiated multiple transfers from your Pay Portal, you will receive separate cash out notifications for each transfer.
How do I update the destination bank account for my payment?

After a payment has been processed, the destination account cannot be changed. However, you can update the destination account for future payments by following these steps:

  1. Log in to the Pay Portal
  2. Click Transfer
  3. On the Transfer Center, click Action > Update
  4. Update the information
  5. Click Confirm.
My payment amount is different than I anticipated. Why?
When a payment is initiated, the amount transferred from your Pay Portal will be deducted, along with a transfer fee (if applicable). In the case of wire transfers, the recipient bank may impose processing fees which will be deducted from your balance.

Customer Support

How do I contact Customer Support?
Please refer to the Email tab at the top of this page for contact information.

Email Support

Customer service representatives are available for support:

https://secure.iherb.com/info/contact