Account FAQs

My OrbisPay account has been disabled or paused. 

Please contact your HR/Payroll to see why your account has been discontinued. Your employer has access to disable or pause your account. 

My OrbisPay account has been disabled or paused due to non-payment of the transaction fee. 

It's possible that your access has been blocked by the system due to the outstanding fee not being paid. Prior to proceeding, please ensure that you have sufficient funds to cover the fee of $5.90 on your linked debit card. Once the payment goes through, your service access will be reinstated. If the account remains blocked, kindly contact Customer Support for additional help. 

How do I reset the forgotten PIN? 

1. Open the app and at the bottom tap on "Reset" next to Forgot your PIN.
2. On the following screen enter your registered email address and tap "Continue"
3. If the email is correct, you will receive the 6-digit code on your email and phone number.
4. Enter the 6-digit code and tap "Continue"
5. On the same screen set a new PIN and confirm it to complete the process securely then tap "Update"
6. Now you can log in with the newly created 6-digit PIN.

How do I Update / Change my PIN? 

1. To change or update your "Security PIN" start by tapping on "Profile" in the bottom navigation bar. 
2. Next, select the fourth option labeled "Update Security PIN" 
3. On the following screen, provide both your current 6-digit PIN and then create a new 6-digit PIN. 
4. After entering the PINs, click "Update" to confirm the changes. 
5. The app will show a Congratulations page, indicating that your security PIN has now been successfully updated.

How to Link/Update a Bank Account? 

1. Access the "Profile" section via the bottom navigation. 
2. Choose the first option labeled "Get Funds in Bank Account" 
3. Read the instructions on the subsequent screen and proceed by tapping "Continue" 
4. Select your bank from the list provided on the following screen. 
5. Input your online banking credentials to successfully add your bank account. 
6. Your bank account has been successfully linked. 

If the bank name is not available in the provided list:

1. Choose the option "Connect with account numbers" 
2. On the subsequent screen, enter the routing number and tap "Continue" 
3. Follow the instructions on the following screen and tap "Continue" 
4. On the next screen, select the account type and input the account number twice, then tap "Continue" 
5. Input your account holder information, including first & last name and email address, on the following screen. Tap "Continue" 
6. Review and confirm your bank account details on the "Confirm your account details" screen. Tap "Confirm" 
7. The next screen will display a "Check back soon" message along with further instructions. 

How to link a debit card? 

Adding a Card from the Navigation Menu: 

1. Open the app and tap on "Cards" at the bottom navigation. 
2. On the next screen choose the "Add a Card" option. 
3. Enter the 16-digit card number, expiry date, 3-digit CVV code, and the Zip code associated with the bank account. 
4. Tap "Add Card" to complete the process. 

How do I Add/ Update my phone number?

1. To update your phone number please tap on "Profile" at the bottom navigation bar. 
2. Choose the third option "Update Phone Number" 
3. On the following screen, input your new phone number and tap "Update" 
4. You will receive a 6-digit verification code on your phone. Enter the 6-digit code and click "Verify" A congratulatory message from the app will confirm the successful update of your phone number. 

For further inquiries don't hesitate to get in touch with our support team. Please chat with an expert or call our helpline at 888-308-4030.  

Note: Our hours of operation are Monday to Friday, from 8 a.m. to 6 p.m. ET (Eastern Time).