Your account might be Blocked which means that you cannot do any transactions at the moment. Alternatively, you might have reached the daily  limit of what you can purchase. Please contact Customer Service for assistance.

Your account might be Blocked which means that you cannot do any transactions at the moment. Alternatively, you might have reached the daily limit of what you can add or withdraw. Please contact Customer Service for assistance.

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On the Dashboard, tap your Balance to refresh.

Please check your Transactions to confirm. Perhaps your balance is higher because somebody has sent you money.

Please make sure you are connected to the internet and have a strong signal.

You need to grant permissions such as Camera, Contacts and Storage to the Island Pay app.

On Android, go to Settings => Apps => Island Pay => Permissions => Turn on Camera, Contacts & Storage

On iOS, go to Settings => Island Pay => Turn on Camera

You can only cancel a transaction before a merchant scans your QR code. Use the back arrow at the bottom of the screen to return to the previous page.

A merchant can provide you with a Refund for your purchase if it was in error.

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Download the Island Pay app on your new smartphone and please contact support for further instructions. Do not create a new account.

You can go to the main Dashboard screen and select ‘Account’ on your bottom left. There you will see a ‘Change’ button in the section that says ‘PIN’. After you select the button, you will be asked to insert your current PIN and to select and confirm your new PIN.

You can utilize our Island Pay Kiosk by depositing the amount of cash that you wish to have on your account by entering your mobile number that you registered with. You can also go to a cash merchant to load cash to your account.

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For Standard accounts: $BSD 10.

For Upgraded accounts: $BSD 20.

For Standard accounts: $BSD 100.

For Upgraded accounts: $BSD 500.

Yes. Mobile topups can be done through both the Kiosk and the Island Pay app.

Yes.

You can go to the main Dashboard and select the ‘Send Money’ option. There you can enter the recipient’s mobile number to complete the transaction. You can only send funds to mobile numbers that are already members of Island Pay.

If you sent a mobile topup to the wrong mobile number, you cannot cancel it or get the topup back. Please be careful when entering the digits of a mobile number when you are sending a mobile topup.

Yes. ALIV mobile numbers can topup BTC numbers and vice versa. You can also topup international numbers.

Yes. Mobile topups can be done through both the Kiosk and the Island Pay app.

This is optional. Upgrading your account with Account Verification is for customers who would like to increase their daily transaction limits.

Island Pay must comply with a banking regulation known as ‘Know Your Customer’ (KYC). KYC is the process of a business verifying the identity of its users and is used as an anti-corruption and fraud measure. To receive higher transaction limits, we must comply with this regulation.

In order to open an Island Pay account you need to be at least 18 years old.

Please note that it is possible to use the Island Pay app without upgrading your account.

Go to ‘Profile’ under the ‘Account verification’ section of our app, tap ‘Account status’, and select Upgrade. You will need to take a picture of 2 valid government-issued photo IDs.

Some tips to ensure the identity verification goes smoothly:

• Take your pictures in daylight in a moderately lit place. Direct sunlight is not recommended.
• Turn flash off to avoid glare on your documents
• After you take your photo, make sure all document details are readable and not cut off in the image
• Make sure that your legal document has at least 3 months validity left on it
• Do not take a picture of a picture

For account verification, the following documents are accepted. NOTE: Must have valid expiry date.

• Bahamian Passport
• A certificate of Bahamian citizenship
• A driver’s licence issued in The Bahamas
• A passport (from any jurisdiction)
• A permanent residence permit
• A permit to reside
• A work permit
• A resident belonger permit
• A spousal permit
• An original or official copy of a birth certificate issued by the Government of The Bahamas
• A voter’s card issued by the Parliamentary Registration Department

You can download our app from the Google Play Store for Android devices or the App Store for iOS devices.

Yes, Island Pay accounts can be created with Aliv and BTC mobile numbers.

There is a Help button on the very bottom of the main screen of the Island Pay app. You can press the button and type your message describing your issue and send it to our Customer Support department.

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The Island Pay app is free of charge and can be installed on all Android and iPhones. Various transaction fees may apply. Please visit Fees & Limits  to review any applicable local fees

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Yes, all account limits are governed by your account registration level. To have an account with higher limits, please upgrade your account with the required information and documents as indicated in the mobile app. 

You can also check your remaining daily limit within the mobile app by navigating to the "Transactions" screen.

For a list of account limits, please visit Fees & Limits to review your local limits

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Visit the page Kiosk Locations for an updated list of locations near you

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In The Bahamas, Island Pay kiosks only accept Bahamian Dollars (BSD).

In Barbados, Island Pay kiosks only accept Barbadian Dollars (BBD).

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Island Pay is available in:

• The Bahamas

• Barbados

No, the Island Pay app is only for use within your home country.

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You can edit your personal details in the Profile section of the app. Tap on the detail that you would like to change and you will enter the Edit screen. Tap ‘Save’ when you are done.

If you have forgotten your PIN to access the Island Pay app, tap on ‘Problem with your PIN?’ and answer your 2 security questions. Enter a new 6-digit Validation code. You will then be able to create a new PIN and login.