Welcome to the PhotonPay Help Center
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Beginner's Guide
Collections
PhotonPay Account
Payments
Issuing
System Settings
FAQs
Individual User Registration
Q：What is the difference between individual membership and corporate membership?
A：Individual members do not support foreign trade collection business and receipt business, corporate members can support.
Store/Application Management
Q：How long does it take to review the store?
A：Submissions in working hours (Monday to Friday from 9:00 to 18:00) will be reviewed for you within 30 minutes. (There may be delay during non-working hours, the risk management department will review on the next working day in priority)
FX
Q：When can I use the foreign exchange function, and what is the time efficiency?
A：PhotonPay's foreign exchange transaction hours are on business days from "08:00-17:30". As the currency pairs vary, the specific time nodes may differ, so please go by the actual system prompt. To enhance your experience, PhotonPay will provide currency exchange services outside of the normal delivery times, but the exchange rate will differ from that during normal hours; it is recommended to exchange during normal times.
Add and Management of Site
Q：Why do I get an "Error processing" error when submitting a site application in the PhotonPay platform?
A：This error message indicates that the payment service KYC information submitted on the PhotonPay merchant platform has not been reviewed and approved yet. You need to check the review status and any feedback. Once approved, you can submit the website application normally.
Share Card Deduction Settings
Q：If I have selected both USD and HKD wallets and set the USD wallet as the first priority for deductions, will the transaction fail if there is no money in the USD wallet?
A：The transaction will not fail. When making a payout using a PhotonCard, deductions will be made from the wallet with the card's base currency as the priority. If the amount in the base currency account is insufficient, to avoid any impact on the transaction, deductions will be made in the order of the accounts you have selected, converting currency from accounts with available amount.
Team security verification & Two-Factor Authentication
Q：What should I do if I forget the 6-digit fixed verification code?
A：If you forget it, you can reset it in "Settings" - "Team Security Verification"- "Team verification code".
