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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?

Universe will create an account on your behalf. Once created, you will receive an activation email with a link you can click on to begin the activation process.

If you have been notified by your organization that your first payment has been sent but have not receive an activation email, please click here.

How do I log into the Pay Portal?
To log into the Pay Portal:
  1. Enter your Associate ID or E-Mail and Password in the Login screen. 
  2. Click on Sign In.
How do I change my profile information?

To change your profile information:

  1. Click on Settings on the menu. 
  2. Click on Profile.
  3. Make the desired changes to your information.
  4. Click on Save.
How do I change my account password?

To change your password:

  1. Log in to your account.
  2. Click on Settings.
  3. Click on Password.
  4. Enter your existing password.
  5. Enter your new password.
  6. Re-enter your new password.
  7. Click Update Password.

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

If you have forgotten your password, you may reset it by clicking on Forgot Password on the homepage.
What should I do if I forgot my password?

If you have forgotten your password, you may reset it by following these steps:

  1. Click on Resend Activation Email of Forgot Password.
  2. Enter your email address registered with Universe Payouts.
  3. Wait for a password reset email.
  4. Click on the password reset link in the email.
  5. Enter the answers to your security questions (answers are case sensitive).
  6. Enter a new password you have not used before.
  7. Confirm the new password.
  8. Click on Submit.

Withdrawing Funds

How do I transfer funds from my Universe Payout Portal to my bank account?

You may transfer the balance of your Universe Payouts Portal to any bank account you own in your country.

To transfer your Universe Payouts 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 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. Once you have successfully created your transfer method, you can select whether to set up an auto transfer or transfer funds manually.
  9. If you would like a one-time transfer, click on Transfer to Bank Account and enter the Amount to transfer. Enter any personal notes you would like to store on your receipt (for your records only) and click on Continue.
  10. If currency conversion is required to complete the transaction, currency conversion details will be displayed.
  11. Verify the information and click on Confirm.
  12. 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.
How can I set up automatic transfers to my bank account?

Auto Transfer allows you to set up automatic transfers of the funds from your UniversePay Portal to your bank account — so that you can set it and forget it!

In order to set up Automated Transfer, you will need to have a bank account linked to your Universe Pay Portal.

To set up Auto Transfer in your Pay Portal:

1. Click on Transfer in your menu

2.Under Actions select Create Auto Transfer

3. Select Confirm

Note:
If you have at least one bank account saved in your Portal, you will see them listed here. If you do not yet have any saved bank accounts, you can add one by clicking on Add New Transfer Method.

 

 

How can I update automatic transfers to my bank account?

To update automatic transfers to your bank account:

  1. Click on Transfer in your menu
  2. Under Action select Update Auto Transfer for the specific account
  3. You will now see the details of your Auto Transfer configuration on the Transfer page, along with the options to either Edit or Disable your Auto Transfer.
How do I split automatic transfers between multiple transfer methods?

Advanced Auto Transfer options allow you to split transfers between 2 or 3 different bank accounts.

To split automatic transfers between multiple transfer methods:

  1. Select Transfer in your Menu.
  2. Under Actions select Create Auto Transfer.
  3. In the Auto Transfer pageSelect the Advanced tab.
  4. Select the account under Transfer Method and set the % field to the right. 
  5. Click on Add to Configuration.
  6. If you want to add more transfer destinations, repeat steps 4 and 5, as required. The total for all chosen Transfer destinations must equal 100%. For example, you can choose to have 60% of your incoming payments go a savings account while the remaining 40% goes to a checking account.
How do I change the frequency of my automatic transfers?

To change the frequency of your automatic transfers:

  1. Select Transfer in your Menu.
  2. Under Actions select Create Auto Transfer.
  3. In the Auto Transfer page, Select the Advanced tab.
  4. Under Additional Options you can choose the frequency of your Auto Transfer.
  5. You can choose either daily or monthly. If you choose monthly, you can select the date on which the first Auto Transfer is to take place.

Tips:

  • If you would like your incoming payments to be forwarded to your bank account as quickly as possible, select the daily Auto Transfer frequency.
  • You can set a Minimum Auto Transfer amount. For example, you can set your account to only perform a transfer once you have accumulated a minimum of $100 in payments.
Where can I find my banking information?

You can get your banking information from your financial institution, a bank statement, or you can refer to the numbers on the bottom of your checks.

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

Canadian Accounts:

American Accounts:

How do I view my transaction history?

To view your transaction history:

  1. Click on History on the main menu. 
  2. Click on the tab for the transactions you wish to view
  3. Select the date range for the history you wish to review
  4. Click on Search
How do I view a transaction receipt?

You can look up a transaction receipt from the transaction history. To see the details, simply click on a transaction in the History.

How do I update my bank account information?

To update your bank account information:

  1. Select Transfer from the menu.
  2. Under Action, select Update for the selected bank account.
  3. Update the information.
  4. Click on Confirm.

Customer Support

How do I contact Customer Support?

For complete and up-to-date contact information, please log in to your account to chat with us or send us an email.

Live Customer Support Representatives are available:

English: Monday - Friday from 08:00 - 20:00*, Saturday & Sunday from: 08:00 – 17:00*
Spanish: Monday - Sunday from 08:00 - 17:00*
French and Mandarin Chinese: Monday - Friday 08:00 - 17:00* 

* Please note all the hours mentioned above are in Pacific Time. 
  • North America: 1-855-256-2346
  • Worldwide: 1-604-638-6662

Email Support

Please login to Universe Payouts and click on Support/Contact, in order to verify your identity and ensure a fast response. If you are locked out of an account, have forgotten your password or need assistance with your account activation, please email us at support@universe-payouts.com or use the form below. Please include your Event Organizer ID or the email address used when you signed up with your company, in all correspondence.