(855) 469-3729Compare WePay
Company Overview
Founded in 2008, WePay is a merchant account alternative that first started as a competitor to services like Stripe. The company has been assimilated into the Chase Merchant Services brand. The company’s primary focus is providing online platforms with the ability to collect payments from customers and donors (for example, through websites like GoFundMe.com). WePay allows virtually any website to integrate an account to collect payments from participating users via ACH bank transfers and credit cards. The service has no setup fees, no monthly fees, and no service length requirement.
Is WePay Holding Your Funds Right Now?
Thousands of business owners have had their payments frozen by WePay. If you’re one of them, then you might find these resources helpful:
- How To Make Your Payment Processor Release Your Money
- How to Fight Chargebacks
- Best Merchant Accounts for Non-Profits
Shifting Its Focus Away From Small Business
Over the last few years, WePay has changed its branding to present itself as a white-label payment platform that can be integrated into an existing e-commerce store or utilized as the backend platform for an online marketplace or fundraising system. This makes it less of a peer-to-peer or business-to-consumer service and more of a backend software solution for payment-oriented businesses and startups. In fact, the company is considered one of the top payment processors for online marketplaces. This newly emphasized function makes the company less relevant for most types of small business owners. In October 2017, JPMorgan Chase acquired WePay.
WePay Payment Gateway
WePay offers credit and debit card processing through Chase bank with three different payment gateways for online businesses. The first is called Clear and is essentially a basic payment gateway plus risk management solutions, while the second is called Link and effectively is a gateway that goes straight to Chase’s processing and uses the Chase name. Both offer same-day deposits, digital wallets, card-present solutions, PCI compliance, card vaults, tokenization, and data reporting and analysis. The third option is called Core and is for very large payment facilitators.
Payment Processing
WePay’s payment processing service allows businesses to accept payments from multiple payment methods, including credit and debit cards, bank transfers, and digital wallets. The platform supports various payment gateways and provides users with a seamless payment processing experience.
Virtual Terminal
WePay offers a virtual terminal service that enables businesses to accept payments over the phone or through email. The virtual terminal is an online payment processing platform that allows businesses to process payments from any device with an internet connection.
Mobile Payments
WePay’s mobile payment processing service enables businesses to accept payments through mobile devices, including smartphones and tablets. The platform supports both iOS and Android devices, and it offers a mobile SDK for app developers.
Recurring Payments
WePay’s recurring payment service enables businesses to set up recurring payments for their customers. This service is particularly useful for businesses that offer subscription-based services or products.
E-commerce Solutions
WePay provides e-commerce solutions that allow businesses to sell products and services online. The platform supports several e-commerce platforms, including Shopify, WooCommerce, and BigCommerce.
Fraud and Risk Management
WePay offers fraud and risk management services to help businesses detect and prevent fraudulent activities. The platform uses machine learning algorithms to analyze transactions and identify potential fraud.
Location & Ownership
WePay’s headquarters are located at 350 Convention Way #200, Redwood City, California 94063. The company’s CEO is Bill Clerico.
Key Points
- Costs & Contract: Pricing and contract terms will vary depending on…
- Complaints & Service: Has received more than 250 public complaints regarding…
- BBB Rating: Has an “F” rating with the Better Business Bureau and has received 122 complaints and 45 reviews in the past 3 years in regards to…
- Sales & Marketing: Does not market directly to merchants and has not received any complaints about its…
Video Summary
WePay Reviews and Complaints
Here's What Their Clients Say
Complaint Summary
|
Total Online Complaints
500+
|
Live Customer Support
Yes
|
Most Common Complaint
Fund-Holds
|
|
Recent Lawsuits
No
|
Fund-Holds a Major Issue
In the comment section of this review alone, we are currently able to find over 300 WePay reviews, many of which describe the company as a scam or a ripoff. We are also able to find nearly 200 complaints on other consumer protection websites. The common themes among nearly all of these complaints include the company’s reserve policy, its “prohibited activities” policy, and unreachable or unhelpful customer support. Many business owners describe waiting the full 30 days to receive substantial portions of large payments that had been held in reserve. If you have your own WePay review to make, please do so in the comments below.
Poor Communication
While we don’t tend to penalize processors for engaging in what is a common fraud prevention measure, it appears that there is very little warning or communication between WePay and clients in these cases. Similarly, businesses who have had their accounts canceled, and their pending payments returned, seem to only find out about these developments after contacting WePay to ask why they can’t find their money. Business owners commonly express frustration when dealing with WePay customer support, which is available by phone or by live chat, reporting a lack of meaningful assistance, and a policy of deflection.
Below-Average Performance
A company representative has been very active in responding to many of the complaints in the comment section of this review, but in the majority of cases, it does not appear as if the clients’ complaints can be resolved to their satisfaction. Generally speaking, most negative WePay reviews do not speak highly of the company’s customer service.
WePay Lawsuits and Fines
We have not found any outstanding class-action lawsuits or FTC complaints filed against WePay. Dissatisfied business owners who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
WePay Customer Support Options
WePay solely provides ticket support through its website to all of its users with staff available between 9 am to 9 pm EST. Its website states that all requests will be responded to within 1 business day but its limited support options mean it does not rate as a top merchant account provider for great customer service.
WePay Customer Service Number
- (855) 469-3729 – Support
WePay’s customer support is a main focus of the complaints against the company
WePay BBB Rating and Report
Our Better Business Bureau Profile Assessment
BBB Summary
|
Total Complaints
122
|
Resolved Complaints
41
|
Unresolved Complaints
81
|
|
Response Rate
Not Listed
|
Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.
More Than 100 Complaints
WePay was formerly accredited with the Better Business Bureau since December 2009 but is no longer accredited. The BBB is currently issuing WePay an “F” rating despite 122 complaints in the last 36 months. Only 41 of these 122 complaints were resolved by the company to the satisfaction of the merchant. The remaining 81 were resolved to the dissatisfaction of the merchant or received no final response.
What Users Say
WePay has received 45 total informal reviews on its BBB profile. All 45 reviews are negative, and the most recent review cites poor customer support and held funds:
Kept a huge check for over 7 days. Wasnt able to pay my staff and it was the first of the month so people couldnt pay rent. They used some BS random system excuse even though we have been a client for 6 years
Great customer service is a hallmark of a top-ranked merchant account. Merchants should review their options for companies who offer superior customer service to avoid issues like this review states.
A “B” Performance Overall
In light of these figures, we have adjusted the BBB’s rating to a “B” for the purposes of this review.
WePay Fees and Rates
A Closer Look at the Contract
Cost Summary
|
Cancellation Penalties
No
|
Monthly & Annual Fees
No
|
Processing Rates
Variable
|
|
Equipment Leasing
No
|
Varying Terms Depending on the Platform
WePay no longer lists per-transaction fees on its website, but its most recently displayed pricing charged 2.9% + $0.25 for credit card payments valid for new U.S. businesses or 1% + $0.30 for direct payments from bank accounts. It is likely that it now customizes its pricing for each payment platform it works with. In addition to its flat processing rates, WePay’s website lists a $15 chargeback fee, which is standard for the industry. The company’s most contentious policies, however, are not clearly listed, and they have to do with reserves and prohibited activities.
WePay’s Former Hold Policy
As a fraud prevention measure, WePay has previously been known to enforce a standard withdrawal limit of $2,500 per business per seven days, with payments above that figure being placed in a rolling 30-day reserve. This means that a business that routinely does over $2,500 per week in business might be unable to access more than that amount in any given seven-day span, and it also means that a variable amount beyond the initial $2,500 could be withheld in a reserve for up to 30 days. This policy is no longer mentioned in WePay’s terms and conditions, but the company does reserve the right to impose transaction limits at its discretion.
WePay’s Current Hold Policy
The amount placed in reserve is based on a number of factors, including “the transaction history in your account as well as the information you provide in your profile, your industry, and how you’re using WePay,” according to language formerly found on the company’s website. Although processors commonly withhold funds in the credit card processing industry (Square makes extensive use of a similar policy), WePay does not appear to properly notify clients that their withdrawal limit is approaching or has been exceeded, and business owners express frustration with an inability to recover the funds they are expecting to receive.
Insufficient Screening
As outlined previously in this review, WePay does not appear to aggressively screen out clients who fall within its “prohibited” industries until well after they have signed up and processed with WePay. It appears to be standard policy for WePay to cancel these accounts without much warning and return payments to customers or donors. This policy, coupled with what appears to be very poor customer service, seems to be leaving businesses out in the cold for engaging in what they thought to be approved transactions. These businesses would generally be better served by high-risk specialists.
New Approach, Same Results
WePay claims that the marketplace-style websites it currently serves are now responsible for screening out prohibited businesses, which has helped reduce the number of businesses that are improperly approved for WePay accounts. While this policy may have had the effect of reducing the overall number of WePay complaints related to fund-holds and account cancellations, it still leaves open the possibility that WePay’s partner platforms could improperly approve businesses and ultimately put them in a position to experience cash flow interruptions. We also encourage merchants to check out our list of the providers of the best merchant accounts.
WePay Jobs and Employment
Hiring Standards and Ethical Marketing Assessment
Key Points
|
Uses Independent Resellers
No
|
Telemarketing
Unclear
|
Misleading Marketing
No
|
|
Discloses All Important Terms
Yes
|
No Deceptive Marketing
WePay primarily uses its website to market itself as a payment solution for online platforms. That said, the website formerly quoted two rates: 2.9% + $0.30 for credit card payments or 1% + $0.30 for direct payments from bank accounts. These rates appear to be accurately quoted and inclusive. The website now only quotes one rate: 2.9% + $0.25 for credit card payments valid for new U.S. businesses only. Additionally, the company does not appear to engage in any deceptive advertising strategies in its official materials. This compares favorably to our list of best credit card processors.
A History of Holding Funds
By far the most common complaints about WePay are older complaints filed when the company was marketing itself to all businesses. These complaints were related to its policies regarding reserves and high-risk merchant accounts. These issues could be characterized as either sales issues or service issues. To the extent that they were related to sales and marketing, it seems that the company’s application/setup process did not do an adequate job of screening out merchants who would ultimately have their account terminated after they had been allowed to process transactions. We were able to locate numerous WePay reviews by clients who were told by either the company’s website or one of its representatives that their business type qualified for processing through WePay, only to find out after processing large payments that their accounts had been canceled and their funds returned to customers. It seems that this common issue could have been more easily avoided if the process for signing up for a WePay account were a more thorough and guided one.
No Longer Selling Directly to Merchants
WePay claims that its current focus on crowdfunding platforms and marketplace websites has eliminated most complaints of this nature. The feedback we have received does not corroborate the company’s claim. Business owners can see a full list of WePay’s “Prohibited Activities” here. If your payment platform deals with one of these industries or is similar to one of the business types on this list, be aware that you may be subject to the sudden cancellation of your account even after fully completing the account setup process.
WePay Review Summary
Our Final Thoughts and Opinions
WePay rates as an average credit card payment processing provider according to our rating system. The company appears to offer transparent rates and no hidden fees, but its fraud prevention and prohibited activities policies are the cause of numerous WePay complaints. Like Square, WePay’s terms are initially appealing, but its overall rating suffers from its poorly communicated fraud prevention policies and inadequate customer support. Developers who work for online marketplaces may want to look into WePay as an option for their online payment processing needs. All users are advised to be absolutely sure that their business type is not prohibited by WePay before setting up an account with the company.
Shawn
Stay away. They will hold your funds with no explanation. Your only option is to email with no live customer support. 2/2023 the are holding 10 for over a week and no one has an explanation.
Farmer
Worst processer around, cant call them, only email. I recently started a company as an S-Corp LLC. Well they say its a corporation & i need to select the appropriate box for corporation even after sending them the info letting them know its not a corporation that its an LLC. I even sent them multiple emails & get the same response, which is garbage. Ive even requested a paper check multiple times as theyve been holding my money for 2 weeks now over some stupid bs. Im going to post this 1 star review everywhere i can.
Julius Jones-Carter
I run a small contracting side business. I use the freshbooks application to keep track of expenses and to bill clients.
Recently a client wanted to issue a Visa payment and through Freshbooks I opted to use WePay as the payment processor.
Freshbooks collected all the necessary information for verification in order for my clients payment to be processed.
Once the payment was processed it was added to my WePay Balance (same day), no holds, no pending status, payment was accepted.
I have been receiving ‘failed settlement’ emails for three days now.
WePay has all of the information necessary to release my clients payment to my bank account, yet they refuse to release it, sending me a notification email with no information regarding why the settlement has failed.
After contacting customer support (who you can only communicate via email btw), the agent gave me a set of verification instructions that were literally impossible to complete because their User Interface has no links available to upload additional documentation.
After a frustrating string of back and forth emails where the agent repeated a set of instructions that were impossible to meet, they indicated that my account was being reviewed by their Trust & Safety Team.
The Trust & Safety Team has not reached out to me for additional documentation and why would they? They already have the information uploaded to Freshbooks during the registration process.
So now, my clients payment settlement has been declined three days in a row, without being contacted by a team that is apparently withholding the funds in an account I cannot withdraw from.
This Payment Processing Company takes 2.9% + $0.3, has a support phone line that directs users to an email support line, is terrible at responding to inquiries in a timely manner and has a limited user interface.
After this transaction is settled (who knows when that will be at this point), I am never using WePay as a payment processor for my small business ever again.
Cecy
This company Wepay used the name Hiedi Jones and charged my father who is on a fixed income over 600.00 between 10/05/2021 and 10/06/2021. Under product they used “Donation”. Wow! Freaken thieves.
Alex Morton
Unless you want to HATE an inanimate object stay clear of this merchant service company. They NEVER deposit consistently, they settle when they feel like it snd they have no human customer service to speak to. They are unpredictable and unprofessional. Their excuse is that their Safety and Trust team is doing a routine review for your safety. Lol! More like floating money!!! They take money from the clients and don’t deposit until they feel like it. No uniform proceeding. Like I said, they will make you HATE them. They have no concerns for the business that are their clients and I totally predict them going out of business. I spoke with Chase integrated service about it snd they said although they are told to recommend and sign companies up with them they refuse to because either the companies leave because of unpredictable deposits or Wepay drops them for no reason. He told me he is sick of getting all the complaints and We Pay never takes on their own issues. The only way to reach customer service is to email and they won’t respond to even that. Horrible business!!! STAY CLEAR! If you don’t believe me just go to the BBB and look them up! It’s crazy!!
Jason
Holding a small $400 dollar payment asking all sorts of questions about my work and reviews for my company. I’m not working for you, you work for me! JasonLook it up for yourself! Closing amount and leaving chase business checking.
Vanessa Barrera
I’ve been waiting for my payment that I worked for. They said it would take 1-3 business days and still haven’t recieved anything they are like Indian people they have tat accent.
Kelly Davis
WePay has been withholding a payment we received for over 2 weeks. They are inventing false reasons to do this. Please stay away. They are a total scam.
Aaron Davis
They constantly hold my money for extended periods and are entirely unapologetic about it. They want us to verify our bank account repeatedly (that’s their excuse for hold my money.)
The only reason I use them is because of an integration with my crm. But that slight convenience is now being outweighed by their complete disregard for my business cash flow.
Timothy E Brummer
Lost $8000 because Wepay are worthless crooks.
They don’t care if customer lies about unauthorized charge.
We shipped to valid billing address and obtained valid signature.
Shannon Miller
Use Stripe, PayPal or any different vendor!
There are several reasons I am dissatisfied. 1-I opened this account a while ago before I had clients and when I ran my first transaction after two days of waiting for the money I was advised that you couldn’t work with me. It would have been nice to know before I ran a transaction as I opened the account one month before the first transaction. 2-It took a REALLY long time to get a response from support, over a week! There is no phone number to call either. 3-Support was unable to give me a reason you couldn’t run my transactions or work with me.
David Edwards
WePay derails MealTrain
WePay handles the funds for MealTrain accounts. Of course, when I say “handle”, I mean steal – at least in my experience. I have spent HOURS trying to track down $27 that was donated to my wife and me when we had our child almost 5 years ago. WePay has only made this process more difficult and we have yet to receive the money. TERRIBLE service. Just terrible. Avoid this company like the plague. You have my sympathy if you have no other choice – as was the case with us.
Roger Bryan
STAY AWAY – They will cost you money!
If you value your business I would stay away from WePay. In 13 years of business I’ve had three change backs. The first two I provided the same documentation I always do with proof of service delivery and won my case. We switched to WePay (via Freshbooks) in early 2019 and had one charge back with them. Then came the issues:
1- Their charge back system has file size limits that don’t allow you to submit all of your documentation.
2- They don’t read your notes section in their system when you submit your documents (where we said we had 47 pages of of proof of delivery).
3- They don’t respond to your requests to provide the additional documentation
4- They say you lost your defense because you didn’t provide proof of service delivery
5- When you email them to point out their lapse of care for their customer they tell you “I know this can be frustrating but our system doesn’t allow you to provide the documentation we tell you that you need to provide, so sorry but you’re out of luck.”
You can do everything exactly right, exactly what your attorney tells you to do, everything that works in all other cases, and WePay doesn’t care. I would go as far to say they have a breach of obligation in their processing of charge back defenses.
Stay away from this company. They don’t care and are negligent in their operations.
Thor Tufte
Wepay sent us this email yesterday..
“Upon review, we have determined that we will no longer be able to process payments for your WePay Payments account. All pending payments have been canceled and any existing payments will be refunded to the payers.”
I filed a ticket requesting to know the reason and received this..
“Regrettably, we are no longer able to process payments for your account. Our banks and processors hold us to a strict guideline on what we can and cannot process through our site. As this information is proprietary, we will not be able to offer more information about these guidelines.
We wish you and your efforts the best, going forward.
Best wishes,
Mira”
We are in retail selling handcrafted Italian leather bags. I guess that’s now prohibited, banned by Wepay. I’m going to follow up and see how long it takes for Wepay to process the refund. A real payment gateway (even Stripe) would flag a transaction suspicious, but not close the account without any warning. Wepay accepted all our documentation in order to open the account, and now it gets closed without any explanation. If Wepay is not a scam it is as close as you can get without crossing the line. Don’t touch this business, not even with a 20 ft pole.
Kyle
Stripe isn’t a real processor and in actually is the same as WePay and yes they do the same as WePay but instead of refunds they hold the funds for 6 months. They aren’t ones who hold the merchant account. Not you.
Kamel Toubache
Hello, I created a campaign using GoFundMe and have had already 2 donations cancelled. WePay appears to be responsible for money matters. The reasons for the cancellations are not convincing. As you indicated their customer service is very poor. It is slow and appears at times mechanical (repeating what was said in previous messages without addressing additional questions). Also, it is a struggle to have them pay back the donors after they cancelled their payments. I am considering cancelling my GoFundMe campaign if that continues.
Thanks for your good work.
Kamel
Rorie Burke
DO NOT USE WEPAY! The absolute worst! No customer service line. it’s all done by emails. they explain nothing and they can refuse you service on any sort of basis, and then not explain why. The worst online company I’ve ever dealt with. They waited to tell us they wouldn’t work with us until we had a large check in their system. Been fighting to get it ever since….
Mary
WePay is horrible. We signed up as a new customer. We have been in business for 11 years but wanted to try a new invoicing system. To continue to allow our customers to pay online, WePay was one of the merchant services that was integrated with the system we chose. We decided to try it. Our very first invoice, a payment was made from a client of ours in excess of 2k. WePay took the payment form my clients AMEX. I received the notification I was paid. It all looked to be fine. But here is the kicker…they haven’t released my funds to my linked bank account. So they have my clients money, took their fee and will not release to me.
There is no way to contact them outside of “support” tickets which they do not answer timely or at all.
Finally got to the “review department” and they sent me an email asking these questions:
• What services or products do you provide? Please be specific.
• How do your customers find you?
• What’s your website and do you have any online reviews (think Yelp or LinkedIn), please provide the links?
• Are you a sole proprietor or LLC?
• If applicable to your business, please provide copies of the following: licenses, permits, surety bonds, insurance documentation.
• If you have registered your business with Secretary of State, could you send documentation of your filing?
• Do you have any paperwork from the IRS about your incorporation (for example, registration of your EIN number), if yes, please provide a copy?
• How much payment volume do you anticipate on a monthly basis?
Now I am all about security, but I already had to verify my identity with my SSN. And I feel this should have been part of the set up process not after they collected money and hold it.
I cooperated and sent them my State Articles of Organization and well as my EIN and my licenses etc. They are still holding my funds and haven’t even responded.
This appears to be a scam. I have written a letter to the Acquiring Bank- Chase, who I am a BUSINESS customer off to inform them of this. Sent via fax to the Executive office. We will see what happens. I am doing all my due diligence before lawyers gets involved.
At this point, it is really nothing short of theft/fraud. I will give them 2 more days to release my funds. Then we will escalate this matter.
Please run from WePay.
This post will help: How to Make Your Payment Processor Release Your Money
-Phillip
Laura
WePay is demonstrates extreme unfair business practices. They continue to hold funds that have cleared and even after the fee is collected. Basically they pay themselves and keep your money. Horrible customer service. They do not respond to “support” tickets yet there is no other avenue to contact them.
If you are looking for merchant services, Run from WePay. They are thieves. I have reported them to the BBB and plan to file a suit against them.
This post will help: How to Make Your Payment Processor Release Your Money
-Phillip
Michael Campbell
We had integrated WePay with our Zoho books and after a client paid, the process to get paid has taken over two weeks. They did everything possible to hold on to over $4000. When I asked about this they blamed Zoho books and then offered to helped with a request for six months of my transactions for to get one transaction. I cancelled their service. Don’t waste your time with this company if you are small business.
This post will help: How to Make Your Payment Processor Release Your Money
-Phillip
elissa
Wepay is awful, do not use, it should be called wedontpay they held a large sum of money for over a month without notifying me anything!!! i had to do all communication through freshbooks, no phone number. when i was finally able to email with them they were rude !! and did not resolve the problem. eventually refunding my buyer for merchandise he had already for 22 months.
This post will help: How to Make Your Payment Processor Release Your Money
-Phillip
Asha Ariel Aleia
I am a customer of a handyman contractor who paid him through Joist for $748 worth of work. My bank account was solid. He was threatened with having his account cancelled and my bank account left the transactiin on “processing” followed by the transaction simply disappearing from my statement. No communication to date has been made to me by either my bank or Chase bank or Joist or WePay explaining what has happened with this ghosted transaction since June 28. Now it is July 6.
This post will help: Best Payment Processors for Contractors
-Phillip
Jennyfer
I think its time for a class-action lawsuit, they are holding over $2,000 of mine.
This post will help: How to Make Your Payment Processor Release Your Money
-Phillip
Robert Hank
Count me in. This company is terrible. At the very least I will be reporting their behavior to the BBB and recommending to the platform I work with that they discontinue their relationship with this company.
Daniel Chatzaras
Absolutely a horrible experience!!I had over $900 dollars deposited into my account by my employer. When I went to get it out they said that I had a secondary account, which I do not. They also claim my account was negative $2500.00! I have never used this company for any other reason but to collect my paycheck from my employer! I have no idea what this is about. There is no phone number to contact them! No one has contacted me to explain this! This is robbery with Chase’s bank name associated with it. I just don’t know what to do!!
This post will help: Best Mobile Apps for Sending Money
-Phillip
ygor montes
I made a mistake in opening a Wepay account. I own 5 cell phone stores. The business has been opened over 15 years. Not a new business at all. I needed a new platform to receive payments because I wanted to differentiate between different business’ incomes and I found Wepay through Zoho books.
Now, Wepay states that you will get your money in 2 days. That is a big marketing lie. I received my first payment-not a big payment, but just $1640.00-and I was out of my money for over 3 weeks.
When I contacted Wepay, they asked for all kinds of statements and documentation, to assess if my business (retail) was a risky one. I sent the asked credit card and bank statements, thinking these documents may convince Wepay, of the business low risk, knowing that it has a very low chargeback rate(lower than 1%). On the contrary, Wepay declared the business high risk, by their policies.
I’ve been in business for a long time, and I have used, and presently use, different platforms, to pay and receive payments, and I can confidently say that my experience with Wepay is the worst I have ever had with providers of this kind of services.
This post will help: Best E-Commerce Merchant Accounts
-Phillip
Sara Jones
I donated $20.00 to: Get Zo to Spoken Word Nationals in Vegas on May 30, 2019.
Wepay charged me $20.00 three seperate times on that day, $60.00 total!
I’ve emailed and have gone through their ’email’ process complaint.
I just want my $40.00 back that they overcharged me.
This is it for me. I’ve helped people through gofundme before. Never again. It’s a shame one bad apple has to spoil it for everyone.
Siobhan
DO NOT go with wepay use STRIPE instead. Wepay refunded £1000 worth of goods unnecessarily of a friend of mine and this week, WePay closed down my account WITHOUT notice WITHOUT an email or message. The account doesn’t even have an error message on it…even though they have an alerts section on the portal.
Both myself and my friend are small business’ and it cost her £1000 in produce she could not get back and it has cost me nearly £850 of developer fees to try and find the issue AND cost me the launch of a new online product campaign.
Their response time is ridiculous, I waited 36 hours for the first response, and on average 16-20 hours each time. They screwed up YET again when I did what they asked, and now I have to wait 3-5 business working days to get the account active.
I am closing my account and going to Stripe.
Also, they don’t have a direct complaints department.
I have never written a bad review ever, but I am appalled by their system, processes, response time and attitude when it is their error.
This post will help: Best E-Commerce Merchant Accounts
-Phillip
JMB
1st time I’ve ever left a bad review, that’s how ridiculous my situation was handled by WePay. I’ve processed many payments totalling thousands of dollars via check and credit card via BuilderTrend who uses WePay. Never had a single problem or issue with any transaction.
Today I get an email out of nowhere claiming that they can no longer offer me service because my company was determined to be at high risk for chargebacks and/or disputes. Interesting, considering our perfect history with them. Then, they inform me in a separate email that over 40k in pending payments are being refunded to customers. No sort of heads up, just have a nice day and good luck dealing with it.
Scramble around trying to find a number to call, has to be something that can be cleared up easily right?? No chance. No phone number, no dedicated email address, only option is ‘submit a ticket’. And then the BS response you get is obviously a templated response they send to everyone.
Amazing that companies are able to operate in this manner and get away with it.
This post will help: How to Make Your Payment Processor Release Your Money
-Phillip
Michiana Lawn Care
Horrible, I’ve been am active user of the app and website Joist for years. Joist used to collect and process credit card transactions but this apparently now has been taken over by WePay.
So, as a legitimate company (LLC that’s been in good standing since formed in 2011) that has been utilizing this set up to invoice and collect payments for years with my linked business checking account with one of the largest US banks, I have a large corporate customer make a payment for $2500 and get an email from WePay asking for verification documents ( W9, LLC info etc ), that I promptly provide and after a couple hours was told they consider my business a high risk for chargebacks, and that they are refunding my customer and disabling my account.
Now, I’ve NEVER had a chargeback, OR ANY PROBLEMS EVER, so now my customer has to contact the company they use to issue payments and track all this down, this makes me look completely unprofessional, and it won’t even let me log into WePay anymore to see the status of my current account and money owed to me.
Also of note, I spent hours on the phone with Chase being incorrectly transferred to different departments since no one there has basically even heard of CHASE WEPAY, only to get disconnected.
Worst possible experience I could fathom, basically makes me want to close my personal banking accounts with Chase as well just for being associated with this crap.
This post will help: Best Merchant Accounts for Lawn Care
-Phillip
john smitt
Wepay is the worst! They hold you money way too long for no reason and they’re idiots.
They cant even perform the simplest of customer service problems…probably why they dont have a phone number because they’d be getting yelled at continuously by unhappy clients. Literally use any company other than wepay!!!
This post will help: How to Make Your Payment Processor Release Your Funds
-Phillip
Laura Brown
They stold my money out of my account. I NEVER USED their service and DID NOT GIVE THEM PERMISSION!! I WANT MY MONEY BACK And Am reporting them
This post will help: How to Report Bad Credit Card Processors
-Phillip
Mark J Cloutier
AWFUL SERVICE! They hold your funds hostage and the customer service is AWFUL.
Avoide WePay!
This post will help: How to Make Your Payment Processor Release Your Funds
-Phillip
Douglas Ernst
Should be called “WeDontPay”. As my business grows, so do the deposits I collect up front from my clients on big jobs. Given, it was a large transaction, but WePay was incredibly unresponsive after they notified me that the transaction was being held in review. I sent them many, albeit frantic messages, and they would review them and not respond. Ultimately, they notified me that the transaction was being cancelled, but now $20,000 has been released to them from AmEx, and this rush job has come to a screeching halt. Go with Square. If you’re trying to grow your business, avoid these guys. Would’ve helped if they has customer service, or support or anything other than a ticketing system where they don’t respond!
This post will help: How to Avoid Fund Holds With Square
Patty Clark
WePay has the worst customer service of any credit card processor I have EVER used.
I use Square they are great and 3 other vendor.
WePay is by far the least helpful and their back end is definitely NOT for the user. They have no one to call for help. Now they are redirecting emails!
How illogical is it that I can’t search by the customers name?
Unfortunately, I am stuck with them on one of the platforms I use for my business as that is the processor they use.
If you have a choice, I recommend NPC, Square, or just about any other than WePay. I had a chargeback and proved my case and they would do nothing.
This post will help: Best Payment Processors for Great Customer Service
Kenneth
They wait until they have a substantial amount of tour money and then put a hold on it. They will ask for a whole laundry list of dubious info about your business. If they want the info they should ask during account setup. My opinion is this is a scam
Over 15 years in business and customers are under contract. Tried Joist for quickbooks integration
Here are some of their questions they want answered before they will release your money
Clear description of the work being done
The relationship between the payer and the service address
Can you please review your invoice, add any missing information listed above, and then attach the updated invoice in your next reply to this email?
Additionally, we do have a few questions about your account. We’ve had to pause your payouts for now, but as soon as we get the information requested below we can start them right back up again.
What services or products do you provide? Please be specific.
How far do you typically travel for work? What is your general service range?
How do your customers find out about you (e.g. online advertising, word of mouth, flyers, etc.)?
Do you have any online reviews (Facebook, Yelp, etc) for your business? If so can you provide the links?
Can you provide supporting documents from the below list (as many as possible) related to your business? Simply take a photo of any document you have with your phone and include it in this reply.
Contracting license or insurance.
Articles of incorporation.
Business tax documents.
Registration with the Secretary of State.
What’s the total dollar amount of credit card payments you plan to receive through Joist every month? Please provide your best estimate.
As you can see, some of this is very suspicious. That they wait until they have your money to require this info is very concerning
This post will help: How to Make Your Payment Processor Release Your Money
-Phillip
Mark J Cloutier
WePay is a decent processor until your business starts making decent (the point of a business) and they start holding all your funds for a “reserve limit”. To up your limit they require you send them 3-6 months of bank statements. When I FINALLY got them to raise my limit after a week of dealing with AWFUL customer support, they only raised it by $250! I have thousands just sitting in WePay since I can only actually take out 1.25k/week.
Now i’m having to have all my clients fill out new payment info so I can switch to Stripe.
Do not use wepay!
This post will help: How to Make Your Payment Processor Release Your Money
-Phillip
Josh McKittrick
Horrible. Found a withdrawl on my account from wepay. I have no idea what it is and cannot get anyone to answer my questions about it. There is no customer service and the website is no help what so ever.
This post will help: Best E-Commerce Payment Processors
-Phillip
Amd461
They cancelled the payment my client made to me with no explanation. They originally asked for me to provide more detailed documentation regarding the service I was providing to my client as part of their risk assesment, so I sent over my contract as well as my very detailed and lengthy proposal. I do fashion and beauty brand consulting, there’s nothing risky or out of the ordinary, or anything that goes against their terms of use. If they had even looked at my documentation they would see this. But they did not and just cancelled and refunded back to my client without further communication as to the reason for the cancellation. Not only that the refund process takes 3-7 business days and I have already sent properietary course modules to my client and we have a kickoff call scheduled in a couple of days, which we’ll have to push back because of this ordeal. This is the worst payment processing experience I’ve ever had. I’ve always used PayPal without a hitch and they transfer funds within one business days. Canceling my payment from my client without any explanation or any review of my supporting documents (which they asked for!!) is completely unprofessional and has now caused me and my client much stress and time wasted. I will never use this company again and I advise you to stay away.
This post will help: How to Make Your Payment Processor Release Your Money
-Phillip
John B
A client of mine just made a deposit over the weekend and by today, as of Monday, they emailed me without warning and said I was at high-risk for charge backs. I just opened the account and new to my business. 4 total transactions made since I opened, zero charge backs. My client made a down payment of several thousands and I assume that alarmed them so they said I was due to high-risk and immediately closed my account. They sent my clients funds back. As a new business owner, I need the funds to operate and create more business. I lost a ~$6,000 job because how embarrassing it was to call my client and tell them, something went wrong with my processor. If I had known this would of happened, I would of processed with someone else from the get. If the money gets charged back, I will pay you my self. But it doesn’t because I ensure contracts and loyal service to my clients. Now I’m offline for online credit cards until I can get another one. I should of known from beginning since it’s a chase company. Don’t forget about the year it takes to get to your account. 0/10. I wouldn’t recommend this service to my dead relatives.
This post will help: Best Payment Processors for High-Volume Businesses
– Phillip
Jennifer herron Co
I have had nothing but a headache 1st of all i am a small new business owner i singed up with homeadvisor who in return said i needed to sign up with mhelpdesk in order to recieve credit card payments so i took there advice and signed up at 50+$ a month so i did my first credit card payment through the homeadvisor pro app and filled out my invoice through mhelpdesk now here is where it get sketchy i was under the impression that mhelpdesk was responsible for my echecks and credit cards come to find out they use wepay. Now when i ran the credit card i ran it under the customer name not realizing her significant other had paid for it i get that so the next day i recieved a email from jack stating that wepay needed more information such as the correct name on the credit card his address relationship to the customer and a in detail of the services that was done so went back to mhelpdesk and had a lady to walk me through this process as i said im new to this so as i said i had a lady from mhelpdesk help me with the invoice and all the correct information before resending the invoice to wepay once all the information jack requested the invoice was sent to jack then the very next day i recieved another email saying action required so i tried to get in touch with wepay at [email protected] only to find out its a wrong address so the fowlling morning i received a email from peter stating he needed more information whis is the same as before so this time i called mhelpdesk and spoke with mike p and he went over the invoice to make sure everything check out and it did so he himself emailed the invoice to wepay as so did i i copied and pasted it to the direct email then this morning i get another email stating action required so now im up to sending 5 invoices have trie on numerous occasions to get in touch with wepay i did find out they dont except direct emails so now lets go down the list no phone number to call wrong web address and no direct emails that a whole lot of skepticism at least with my old company i could call and get a pre approval and talk with a live person i went with this company because it had a lower fee but what im reading on here is they just take what they want and give you your money since i had to put my money up for the initial job and i haven’t received payment from wepay my company has been shut down for three day now and will be lucky if i still have a business come monday so much for there business platform of helping the small business owner yea they helped helping put me out of business i wish i had done my homework and researched it better on there website i read some reviews but now i understand they only picked the good reviews to put on there after doing my reserch lead me to this complaint form so my advice if you hear the name wepay or mhelpdesk run or be ready for nothing but a headache o did i mention they took there fees the 1st day im on day 6 no pay
This post will help: Make Your Payment Processor Release Your Money
– Phillip
Melissa
We started to use this processor for a small business. After being connected and up and running for two weeks, they abruptly stopped our account. After no communication for days, they said we were “high risk”. If I had known prior to, I would not have taken peoples payments.
WePay- please help improve your customer service. I know you dont care about small accounts, but it hurts our business.
This post will help: Best Merchant Accounts for High Risk
– Phillip
Edward Hwang
WePay does not have a phone number, just email. They closed our account without giving any thought because the amount was getting bigger and they could not access our protected site. Seriously bad support. Now they are holding over $15,000 of our money for 60 more days. WTF. They don’t even make an attempt to satisfy their customers.
This post will help: Best Merchant Accounts for Wholesale
– Phillip