See below for answers on questions you may have about Pata Pay.

• Set-up and Verification
• Late or missing Payments
• Bank accounts and payouts

Set-up and Verification

Why do you need my Business information?

We require business information to verify that the Business is authorised to run and take payments, to prevent fraud and protect Pet Parents from scams.

Why do you need my ID?

When you interact with businesses in-person, identity verification happens all the time. For example: 

• When purchasing alcohol, a cashier may ask for a photo ID to check your age. 
• When making a transaction at a bank, a teller may ask for an ID document to make sure that you’re the owner of the account. 
• When checking into a hotel, a concierge may ask to make a photocopy of your passport for insurance purposes. 

As more businesses move online and no longer interact with customers face-to-face, the identity verification process helps us confirm that you are who you claim to be.

How does the identity verification work?

Pata conducts an identity verification online.

This helps Pata confirm your identity by conducting the following checks:

• Capture images of the front and back of your government-issued photo ID and reviews it to make sure that the document is authentic. This is an automated identity verification technology that looks for patterns to help determine if an ID document is real or fake. This process is like a bank teller checking your ID document to confirm that it’s real.
• Capture photos of your face and reviews them to confirm that the photo ID belongs to you. This is an automated identity verification technology that uses distinctive physiological characteristics of your face (known as biometric identifiers) to match the photos of your face with the photo on the ID document. This process is similar to a bank teller confirming that the photo on your ID document is you based on your appearance – but it’s a higher-tech and more accurate way to identify you as a unique person.
• Collect your name, date of birth, and government ID number, and validates that it’s real. This checks and compares this information against a global set of databases to confirm that it exists.

See our Privacy Policy to see how your data is stored and used.

Late or missing Payments

My payout is missing.

Confirm the payout was sent to the bank account you expect. On the Dashboard, navigate to the payout and check the payout destination under Account details. Often users find a typo in the bank details, or the payout was sent to a different bank account than they thought.

Less than 5 business days late

If your expected payout was sent less than 5 business days ago, your payout funds have left your Pata Pay account and the payout is being processed by your bank. Bank processing can be delayed by weekends and holidays. Once the bank has finished processing your payout, the funds will be deposited into your account automatically.

More than 5 business days late

If the expected payout has not landed in your bank account after 5 business days, contact your bank for an update. You will need to provide the following information: bank account details, date expected, exact amount, and payer (Pata). Use the Dashboard if needed to find date expected and exact amount.

Pata Pay says the payment has been paid, but it’s not in my bank account. Where is it?

Most banks will post received funds on the same day they are received. Sometimes, banks may take 2-3 additional days to post funds. Also, payouts on weekends or bank holidays won’t be accepted by your bank until the next business day.

I updated my bank account details and now I haven’t gotten my payout.

If you updated your bank account details after a payout was initiated, then it will go to the previous bank account.

Bank accounts and Payouts

My payout was sent to an old bank account. 

You should contact your old bank to find out what will happen to the funds. You will need to provide the following information: bank account details, date expected, exact amount and payer (Pata). You can find these details at the Dashboard

My payout was sent to a closed bank account.

Payouts are sent to the bank account on file at the time that the payout is initiated. If that account is closed, banks will then either inform Pata that the bank account is closed and return the funds to your Pata Pay account automatically or contact you directly to disperse the funds. It can take up to five working days for the money to be returned to your Pata Pay account.

My payout was sent to the wrong bank account 

If you haven't received a payment, it's possible that the bank details were entered incorrectly (either a typo or not the account that you thought it would go to). To check:

1. Click on the Payments icon on the side menu
2. On the Actions dropdown, click Manage Payment Account
3. Correct your bank details if necessary. 

Bank account exists

If the bank account information added to your Pata Pay account exists (the account number and/or routing number exist) at the time the payout went "in transit", your payouts was sent there. 

Bank account doesn't exist

If the bank account does not exist, the payout(s) will be returned to your Pata Pay balance.