Pure Romance will create a/an Pure Romance Pay account on your behalf. Once created, an email will be sent to you with a link you can use to begin the activation process.

If you have been notified by Pure Romance that your first payment has been sent but have not received an activation email, click here.

If you have any questions about creating a Payment Portal, please visit Pure Romance Help Center or contact Pure Romance for support.

1. Enter your Username and Password on the login page.
2. Click Sign In

If you're unable to access your Pay Portal and are receiving an "Error 104" message, find your IP address and contact us for assistance. 

1. Log in to your Pay Portal.
2. Click Settings > Profile
3. Make the changes.
4. Click Save

If you are unable to update your information, please contact Pure Romance directly.

1. Log in to your Pay Portal.
2. Click Settings > Security
3. Enter your existing password.
4. Enter and confirm a new unique password.
5. Click Update Password

Password requirements:

• At least 1 upper case letter
• At least 1 lower case letter
• At least 1 number
• At least 8-128 characters long
• At least 1 special character
• Not used before.

1. Click Forgot Your Password? on the Pay Portal login page.
2. Enter the email address registered on your Pay Portal.
3. A password reset notification will be sent to this email. Click the Reset Password link. This will direct you to a page where you can enter and confirm your new password.

4. Enter and confirm a new unique password.
5. After successfully resetting your password, a confirmation email will be sent to your email. Click Return to Login Page and use your new password to log in to the Pay Portal.

Transfer method availability varies depending on the country and currency. Click on Transfer > Add New Transfer Method to see your options. If your country/region or currency is not listed in the options, it is not supported.

If the Prepaid Card option is available for your program and country, you can request one by following these steps:

1. Log in to your Pay Portal.
2. Click Request Card > Continue.
3. Update the mailing address if necessary.
4. Click Continue > Confirm.

•   USA, Canada and Europe: Standard - up to 15 business days

•   Expedited - up to 3-7 business days

Rest of World:

• Standard - up to 6 weeks
• Expedited - up to 3 weeks

The time periods assume there are no problems with the postal service.

• Instantly load your card using your Pay Portal Balance.
• You can make them at stores, on there, or over the phone to those with the symbol on your card. Some may have a rule they do not accept Prepaid Cards.
• You can take out money from many ATMs around the world. There may be fees, check your agreement for details.
• View your card balance and activity online.

You can reset the PIN using the Reset PIN feature found in your online Pay Portal under the Home tab.

1. In the Home tab, go to my My Cards.
2. Click the Action button.
3. Click the Reset PIN option.

Log in to your Pay Portal and click on Legal to access a digital copy.

Once your card is activated:

1. Log in to your Pay Portal.
2. Click Transfer
3. On the Transfer Center, click Action > Transfer to Card

• Online: Log in to your Pay Portal
• Phone: Call the number listed on the back of your card and select the option to obtain the card balance.
• ATM: Consult an ATM (charges may apply. Please see your Cardholder Agreement).

In most cases, your transaction history will be updated immediately after the card processor receives the transaction information.

Not all merchants may immediately submit their card transactions for processing. This may cause a delay in your transactions being displayed on the Pay Portal.

Please call customer support immediately so it can be suspended or disabled and replaced.

The transaction is pending and has not been cleared by the merchant. The payment is not complete, and the business has not received the money.

These cannot be disputed. If the necessary information is submitted, the merchant may be able to settle the funds early.

Some merchants may bill under a legal name which differs from their operating name or bill from a state / region that is different from where the purchase was made.

If you have questions about a transaction, please contact the merchant directly.

If you think a Prepaid Card purchase was added to your account by mistake, you can ask the bank that issued the card to investigate. You must do this within 60 days of when the purchase shows up on your records.

If you suspect fraudulent activity, contact customer support immediately so the card can be disabled and replaced.

Your Prepaid Card’s issuing bank is displayed on the back of the card. To submit a dispute, download the corresponding dispute form listed below and follow the instructions on the form:

The Bancorp Bank, N.A.Visa ® Prepaid Card

Pathward/PACE Visa/Mastercard Prepaid Card

Disputes must be submitted within 60 calendar days of when the charge posts to the account.

We will investigate the discrepancy based on what you have provided. We may need to contact the merchant for more details.

We process disputes according to billing error procedures that are governed by federal law and outlined in your Cardholder Agreement.

Any discrepancy will be refunded to you within 45 to 60 days.

Your real card number is used to create a special number called a 'token'. This token is used to check and process your payment. The system uses this token, not your real card number.

A mobile wallet gives you a quick, secure, and easy way to pay. You can use it when shopping in person or online instead of your physical card.

Are mobile wallets safe to use?

Yes. Wallets are safer than physical cards. Using a wallet lowers the risk of fraud because you can use your device's password and eye scanners. Tokenization hides your card number. The store you're paying can't see it.

Which cards are eligible?

USD Prepaid Cards issued by Pathward, N.A. or The Bancorp Bank, N.A.

How do I keep my device and card details secure?

• Use your device’s additional security options. Create a lock-screen PIN and setup fingerprint or iris recognition if available.
• Register your own fingerprint on your device. Do not allow anyone to add their fingerprint.
• Do not leave it where others can see it or take it when you are not watching it.
• Be careful of messages you did not ask for. They may ask you to share personal, money information or  put software on your phone or computer.
• If your card is lost or stolen, call our customer support. We can stop using the card and give you a new one.
• If your device has a 'Find My' service, sign up for it. This will help you find your device if it is lost or stolen. You can lock the device from another location. You can delete any private information on it from another location.

What’s the difference between Samsung Pay & Google Pay?

Google Pay allows you to pay by tapping. This can be used at stores with the right type of payment terminal. Stores may need to update their terminals to accept devices with the special NFC.

Samsung Pay allows you to pay by tapping your phone at payment terminals that accept debit or credit cards.

The tap-to-pay function works on most payment terminals in the world.

How will the payments I make using this service be shown on my card?

What will these payments look like on my card?

Purchases made on a wallet will appear on your Pay Portal history. Like any other transaction you make.

How do I return an item purchased using a mobile wallet?

You'll need the paper from when you bought the item. If the store asks you to swipe your card or use the same way you paid, hold your phone against the payment terminal.

Can I use my mobile wallet to pay in-store internationally?

Yes, you can use your wallet to make payments where accepted. There may be extra fees. You can find more details in the card documentation.

How do you verify that I am the rightful owner of the card?

When you add a new payment method, we will send you a code by text. You will need to enter this code to complete the registration.

*Standard text messaging and/or data rates from your wireless service provider may apply.

How do I learn more about Samsung Pay?

For more information, click here.

How do I learn more about Google Pay?

For more information, click here.

Yes. Foreign transactions settle in your card's currency at market or government-mandated exchange rates.*

* Refer to your cardholder agreement for more info about exchange rates and any applicable foreign transaction fees.

If your organization allows it, you can transfer your Pay Portal balance to any bank account in your country.

To register a new bank account:

1. Log in to your Pay Portal.
2. Click Transfer > Add New Transfer Method
3. Select the country and currency of the bank account that the funds will be transferred to.
4. Click Bank Account > Continue
5. Enter your account details including a nickname for the transfer method in the “Remember As” field (for example, “My Savings”). Click Continue
6. Carefully verify that your bank information is correct, as incorrect information may cause significant delays to your transfer.
7. Click Confirm

To transfer funds to a bank account that has already been registered on your Pay Portal:

1. Click Transfer > Action > Transfer to Bank Account
2. Select an option on the “From” dropdown panel.
3. Enter the amount you would like to transfer and add a personal note (optional). Click Continue
4. Review your transfer details.
5. Click Confirm

Please allow 1 - 3 business days for the funds to be credited to a bank account in North America or Europe and up to 5 business days for other destinations.

You can obtain your bank information from your financial institution, a bank statement, or by referring to the details on the bottom of your checks.

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

U.S. Accounts:

Canadian Accounts:

1. Log in to your Pay Portal.
2. Click Transfer
3. On the Transfer Center next to your preferred transfer method, click Action > Create Auto Transfer
4. Make sure the “Auto Transfer Enabled” box is checked, then choose between daily and monthly Auto Transfer configurations.
5. For currency and threshold settings, click More Options
6. Click Confirm

1. Log in to your Pay Portal.
2. Click Transfer
3. On the Transfer Center, click Action > Update Auto Transfer
4. Make the necessary updates.
5. Click Confirm

1. Log in to your Pay Portal.
2. Click Transfer
3. On the Transfer Center, click Action > Update
4. Update your account information.
5. Click Continue
6. Review your profile information and make updates if required.
7. Click Confirm

1. Log in to your Pay Portal.
2. Click History
3. Select a date range and specify the transaction type.
4. Click Search

Transfer method availability varies depending on the country, currency and program configurations. Click on Transfer > Add New Transfer Method to see your options. If  the transfer method or your country/region or currency is not listed in the options, it is not supported.

If the PayPal option is available for your program and country, follow these steps to set it up:

1. Log in to the Pay Portal.
2. Click Transfer > Add New Transfer Method
3. If prompted, select your country and currency.
4. Select PayPal then click Continue
5. Confirm your email address. Click Continue
6. Review your account details then click Confirm
7. Click Transfer To PayPal
8. Add a personal note (optional) then click Continue
9. Review the transfer details then click Confirm

If the currency you transfer from the Pay Portal matches the default currency on your PayPal, a confirmation email will be sent and you should receive the funds within 30 minutes.

If the currency you’re transferring does not match the default currency on PayPal, you’ll need to log in to PayPal and accept the transfer manually.

You have 30 days to accept before the transfer amount is returned to the Pay Portal.

Yes. To successfully process and receive a transfer, the email on your Pay Portal needs to be the same one registered with PayPal.

PayPal will send instructions on how to create a new account on their platform and claim the funds if a transfer is processed using an email that isn’t registered in their system.

If you’re already registered with PayPal with an email that doesn’t match the one saved on the Pay Portal, do one of the following:

Add your Pay Portal email to PayPal

1. Log in to PayPal and click the gear icon at the top of the page.
2. Click (+) in the Email Address section.
3. Enter the email registered on the Pay Portal. Your PayPal can support up to 7 email addresses.
4. PayPal will send a confirmation email to this address. Click Confirm Your Email when you receive the notification.

Change the email on your Pay Portal to match the one saved on PayPal

1. Log in to the Pay Portal.
2. Click Settings > Preferences
3. On the Notifications tab, enter the new email address and your Pay Portal password.
4. Click Confirm

If you’re unable to update the Pay Portal email address on the Notifications tab, contact Pure Romance directly for assistance.

IMPORTANT: Updating the email on the Pay Portal Notifications tab will not automatically update the email linked to a previously saved PayPal transfer method.

To complete the process, follow these steps:

1. Click Transfer to return to the Transfer Center.
2. Click Action > Remove next to the existing PayPal transfer method.
3. Confirm the details then click Remove this Account
4. Return to the Transfer Center and click Add New Transfer Method
5. Follow the prompts to re-add the PayPal transfer method using the updated email.

Payments and transfers go through various stages while being processed. Updates are noted on your Pay Portal to keep you apprised of your funds and when you can expect them.

1. Log in to your Pay Portal.
2. Click History
3. Click on the transaction description to view the details.

Note: For security reasons, only the last four digits of your account information will be displayed.

Our goal is to send your funds to you as quickly as possible. However, once the transfer has cleared our systems, processing times can vary according to the receiving bank and any intermediary financial institutions involved in the transaction. Depending on your country and region, some transfers may take longer than others to be received.