Frequently Asked Questions

Are you a DIY troubleshooter? Find the answer in our FAQs!

Using the Safrapay Merchant App, you can apply for a Safra Business Bank Account at the same time that you apply to become a Merchant.

  1. Download the Safrapay Merchant App.
  2. Select Sign Up.
  3. Fill out the merchant application with the appropriate details.
  4. At the Bank Information step, you will see a Safra Business Bank Account offer.
  5. To accept the offer tap Apply and Continue.
    a. If you want faster payouts and lower fees, check the box indicating you would like to use this account as your primary bank account.
  6. Complete and submit your merchant application.
  7. Once you are approved as a Safrapay Merchant, you will also be approved for a Safra Business Bank account.

Once approved, every Safra Business Bank Account customer will automatically receive a business debit card for their account.

You can check the status of your debit card using the Safrapay Banking App:

  1. Log in to the Safrapay Banking App
  2. Once your card has shipped (typically takes 7-10 days to arrive), you will see an item under In Progress informing you that your card is on its way.

 

If there is an issue with your business debit card, you can request a replacement or contact Customer Support at 1-877-472-3727.

After receiving your business debit card, there are three ways to activate the card for use:

USING THE SAFRAPAY BANKING APP

  1. Log in to the Safrapay Banking App and navigate to Card Management
  2. Select Activate Your Card
  3. Enter the last 4 digits of the card number and the expiration date and tap Activate Card
  4. You will then need to set up your 4-digit PIN by tapping Create My PIN
  5. Enter your desired 4-digit PIN and then tap Create PIN
  6. Your card is now activated and ready for use!

USING THE VOICE RESPONSE SYSTEM

  1. Call the card activation and PIN change voice response system toll free at 1-855-485-2826 for domestic calls or 1-501-274-5614 for international calls. 
  2. Follow the prompts and provide your card number or other reference number when requested.


USING CUSTOMER SUPPORT

  1. Call Customer Support at 1-877-472-3727

After verifying your identity, the Customer Support representative will help you activate your card while you supply the 4-digit PIN.

After receiving your new business debit card, you will need to activate the card and set up your 4-digit Personal Identification Number (PIN). There are two ways to do this:

USING THE SAFRAPAY BANKING APP

  1. After receiving your new card, log in to the Safrapay Banking App and navigate to Card Management
  2. Select Activate Your Card
  3. Enter the required card details and then tap Activate Card.
  4. You will then need to set up your 4-digit PIN by tapping Create My PIN.
  5. Enter your desired 4-digit PIN and then tap Create PIN.
  6. Your card is now activated, and your PIN is set up!

USING THE VOICE RESPONSE SYSTEM

  1. Call the card activation and PIN change voice response system toll free at 1-855-485-2826 for domestic calls or toll free from outside the United States at 1-501-274-5614

Follow the prompts and provide your card number or other reference number when requested.

  1. Call the card activation and PIN change voice response system toll free at 1-855-485-2826 for domestic calls or 1-501-274-5614 for international calls. 
  2. Follow the prompts to change your debit card PIN.

Your debit card may be used at these selected ATMs for no fee, however the transaction may be charged a fee by the ATM operator. 

There are two ways to locate an ATM near you:

USING THE SAFRAPAY BANKING APP

  1. Log in to the Safrapay Banking App
  2. Go to Menu > ATM Finder


USING THE INTERNET

  1. Open your browser
  2. Navigate to mastercard.us/en-us/personal/get-support/find-nearest-atm.html

 

*Out of Network: rates apply

You may use your Safrapay business debit or business credit card at any of our in-network ATMs.

ATM usage is subject to the following limitations:

  • There is a $500 daily limit for withdrawals 
    You may withdraw up to $500 in a single transaction, as long as your available account balance is not exceeded 
  • There is a $2,500 daily limit for cash deposits
    Checks can be deposited by Remote Deposit Capture using the Safrapay Banking App, but cannot be deposited via ATM.

Safra Business Bank Account customers can use their Safrapay Banking App to deposit checks using remote deposit capture (RDC).  RDC uses your devices’s integrated cameras to take photos of your check.  The images will be scanned and submitted to the bank electronically via an encrypted internet connection. The bank will receive images, review the transaction, and make funds available based on the Funds Availability Policy. 

To prepare your check for deposit:

  • Write “For mobile deposit only” on the back of the check
  • Endorse the back of the check with your signature


USING THE SAFRAPAY BANKING APP

  1. Log into the Safrapay Banking App
  2. There are three ways to
    1. Navigate to MenuMove Money > Deposit a Check
    2. Navigate toMenu > Deposit a Check
    3. Tap theMove Money icon in the bottom navigation
  3. Select the bank account you would like to use for receiving the deposit               
  4. Tap Frontand then Back to take photos of the front and back of your check using your device’s integrated camera
  5. After taking a clear photo, tap Use Photo
    1. If needed, tap Retake to take a new photo of your check
  6. A green check will appear on the Frontand Back cards to indicate that an image has been added
  7. Enter the check amount into the Amountfield
  8. Make sure the account selected for deposit is correct
  9. Tap Continue to Confirmation
  10. Confirm your deposit information and then tap Submit Deposit


After submitting, you will see a confirmation screen.

Before initiating a dispute, Safrapay recommends calling the merchant to attempt a resolution to the disputed charge. If you don’t recognize a charge, please check that the no charge was made in that amount at that time as it is often that the merchant identified on your statement is an affiliate or agent of the merchant from whom you made the purchase.

Customer Support can initiate and facilitate a dispute for ATM, business debit card, or business credit card transactions.

CONTACT SAFRAPAY CUSTOMER SUPPORT:

Business Debit Card and ATM Disputes

  • By phone at: 1-833-995-2888/Monday-Friday 9am-5pm EST


Credit Card Disputes

  • By phone at 1-800-600-5249/ Monday-Friday 8am-8:45pm and Saturday 9am-2:45pm ET


Reasons for initiating a dispute/chargeback
:

  • You did not authorize the Charge
  • Purchase Dispute – this includes the following:
      • Goods or services were not as described or defective
      • Goods or services were not provided
      • Promised credit was not processed
      • Uncancelled reoccurring transaction
  • Fraud
  • Error


After verifying your identity, our Customer Support Agent will collect the following information from you regarding the dispute:

  1. Account Information (Cardholder Name, Account number)
  2. Charge Amount
  3. Amount of Charge being disputed
  4. Charge Date
  5. Transaction ID (if available)
  6. Name of Merchant
  7. Reason for the dispute
  8. Additional information that would be helpful in resolving the dispute
  9. Best way to reach you

Safra National Bank of New York, Member FDIC, has partnered with world-renowned Mastercard Credit Card services to provide Safrapay Merchants with two business credit card offerings:

  1. Mastercard Business Credit
  2. Mastercard World Elite Business


These business credit cards come with rewards and benefits to help your business succeed. Merchants can manage their credit card rewards by navigating to ScoreMore ™ or by calling Customer Support at 1-800-854-0790.

Rewards Program Overview

  • Rewards Points
    • Mastercard Business Credit cards earn 1 reward point for each eligible dollar
    • Mastercard World Elite Business cards earn 1.5 reward point for each eligible dollar

Points can be redeemed for travel, merchandise, gift cards, or other services.

Safrapay Customer Support can be reached via Chat in the Safrapay Merchant App or Safrapay Banking App or by calling Customer Support.

USING THE SAFRAPAY BANKING APP

  1. Log into the Safrapay Banking App


Navigate to Menu > Support or tap the Support icon

       2. From the Support page there are three (3) options for resolving issues

  • You can select Find the Answer to view frequently asked questions (FAQs) or search for an answer by topic or keyword
  • You can select Chat to request assistance using the chat window
  • You can select Contact Support then tap the phone number to dial Customer Support


USING YOUR PHONE

General Support Issues

Call Customer Support at 1-877-472-3727

Debit Card Activation or PIN Change – Voice Response System

  • Call Toll free number 1-855-485-2826
  • Call International number 1-501-274-5614


Lost or Stolen Debit Cards

  • Call Toll free number 1-800-754-4128
  • Call International number 1-727-227-9012


Credit Card Maintenance – Voice Response System

  • Call Toll free number 1-855-446-5159
  • Call International number 1-501-725-9266


Lost or Stolen Credit Cards

  • Call Toll free 1-866-839-3485
  • Call International number 1-727-227-9012


Business Credit Card Disputes


Call Toll free number 1-800-600-5249

Business Debit Card Disputes

Call Toll free number 1-833-995-2888