Frequently Asked Questions2021-11-13T16:24:58-05:00
Are there any account limits?2020-07-21T12:50:55-04:00

Yes. Please see the list below. If you would like higher limits, please upgrade your account.

Regular account
EVER – Maximum Add Cash (cumulative over 12 months): $2,500.00
EVER – Maximum total Balance: $300.00
EVER – Minimum initial Add Cash: $5.00
EVER – Minimum single Add Cash amount $5.00
EVER – Maximum single Add Cash $100.00
EVER – Maximum single Send Money transaction $100.00
EVER – Maximum single Merchant payment transaction $100.00
DAILY – Maximum Transactions per day: $100.00

Upgraded account

EVER – Maximum total Balance: $15,000.00
DAILY – Maximum Transactions per day: $500.00

Can I add cash to my account using the Kiosk?2020-01-23T10:54:04-05:00

Yes.

Can I cancel a transaction?2018-11-27T18:12:16-05:00

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.

Can I do a mobile topup using the Kiosk?2020-01-23T10:54:50-05:00

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

Can I use cash to add funds to my account?2021-11-14T17:17:20-05:00

You can also 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.

Can I use my Mastercard Prepaid Card for a car rental or hotel reservation?2021-11-14T16:40:09-05:00

Car rental agencies and hotels may require a credit card for making a reservation. And they should accept your Mastercard Prepaid Card for final payment at the end of the rental period or hotel stay. Check with the car rental agency or hotel in advance to ensure you are aware of their policies.

Can I use my Mastercard Prepaid Card for installments or recurring payments?2021-11-14T16:38:29-05:00

You may use your Mastercard Prepaid Card to make an individual payment, and while most billers accept Mastercard Prepaid Cards for regular or recurring payments like your mobile phone or cable bill, it’s advised you check directly with the merchant or biller.

Can I use the Island Pay app outside of The Bahamas?2018-11-27T17:39:34-05:00

No, the Island Pay app is only for use within The Bahamas.

Can I withdraw cash from my account using the Kiosk?2020-01-23T10:53:34-05:00

Yes.

Can my ALIV mobile number topup a BTC number?2020-01-24T11:49:26-05:00

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

Can my Aliv mobile number work with the Island Pay app?2020-01-23T11:34:28-05:00

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

Do I have to activate and register my prepaid card before using it?2021-11-14T16:24:52-05:00

Card activation is required before you can use your card, if you’ve ordered your physical card through the Island Pay app, you can simply click the “activate physical card” button, and follow the on-screen prompts. You may also activate your card by calling the phone number on the back of the card. To complete the activation of your card, please insert your card at any Point of Sale and enter your PIN.

Downloading the Island Pay app2020-07-21T12:45:44-04:00

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

Government Identification Documents2020-08-26T07:31:20-04:00

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
How can I dispute a charge?2021-11-14T16:44:59-05:00

Please contact the merchant to try to resolve the situation. If you and the merchant cannot resolve the issue, and you want to file a disputed transaction please contact the customer service line by calling the phone number on the back of your card.

How do I add funds to my card?2021-11-14T16:36:27-05:00

Currently you may transfer funds from your Island Pay wallet (BSD, or Sand Dollar) balance to your card via the Island Pay mobile wallet application. Multiple load channels will be available soon, stay tuned for an update via our website.

How do I change my PIN?2018-12-05T20:25:45-05:00

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.

How do I check my Mastercard prepaid card balance?2021-11-14T16:29:49-05:00

You can view your balance by following the instructions provided with your card. The quickest and easiest way is by using the Island Pay mobile App. You may also call the phone number on the back of the card.

How do I contact customer support?2018-11-27T17:39:45-05:00

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.

How do I return an item that was purchased on a Mastercard Prepaid Card?2021-11-14T16:34:07-05:00

When you make a return, the cashier may ask to see your card. The value of the returned merchandise will be credited back to the card.

How do I transfer funds from one account to another?2018-12-05T20:27:43-05:00

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.

How do I use a Mastercard Prepaid Card?2021-11-14T16:26:37-05:00

When you’re ready to make a purchase, give the cashier your card or, if asked, insert or tap your card at the terminal. The purchase amount will automatically be deducted from the card balance.

How long can I use my Mastercard Prepaid Card?2021-11-14T16:37:18-05:00

You can make purchases and cash withdrawals until the expiration date shown on the card. If your card expires before all of the funds have been spent, you are still entitled to access the funds via a replacement card. Contact our support line to find out how to retain a new card.

How many cash withdrawals can I make in one day?2018-11-27T17:45:06-05:00
How much will the app cost?2020-07-21T12:42:48-04:00

The Island Pay app is free of charge and it can be installed on all Android and iPhones. Various transaction fees apply. Please see the following list:

Transaction Fees listed in Bahamian Dollars

Add Funds at a KIOSK: FREE
Add Funds with Credit Card: $5.00
Receive Money from Friends and Family: FREE
Receive Money from NIB Payment: FREE

Withdraw Funds at a KIOSK: $2.00
Withdraw Funds to a Bank Account: $2.00
Send Money to Friends and Family: $0.25

Mobile Topup: FREE

Close Account and payout funds $20.00
Inactivity Fee*: $1.00

*Please note that inactivity fee will be charged after 12 months of inactivity on the account.

12% VAT is added to each fee.

I believe fraudulent purchases were made on my Mastercard card. How do I report it?2021-11-14T16:43:47-05:00

If you believe that a transaction posted to your account is fraudulent, you should immediately contact the customer service line by calling number printed on the back of your card.

I can’t find my Mastercard Prepaid Card. What should I do?2021-11-14T16:35:25-05:00

You can use the Island Pay mobile app to suspend/block your card immediately, then call our customer service line to report the lost or stolen card.

Your reloadable card is registered, we can use the information you provided during registration to issue a replacement card.

I can’t login2020-01-23T11:25:28-05:00

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

I forgot my PIN2018-11-27T18:52:18-05:00

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.

I need to edit my Profile2018-11-27T17:38:49-05:00

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.

I received an email/phone call from Mastercard about my account but it appears to be a scam or a phishing email. What should I do?2021-11-14T16:42:58-05:00

Island Pay will never solicit personal or account information from a cardholder and we suspect that the information you received is fraudulent. You should always safeguard your personal information and refrain from responding to suspicious email/phone scams. If you suspect fraud on your account, please contact our customer service line immediately to report it.

I sent a Mobile Topup to the wrong number2018-11-27T17:39:53-05:00

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.

I’m having trouble with Account Verification2018-11-27T18:55:36-05:00

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
Kiosk locations2021-10-26T11:51:43-04:00

The current Island Pay kiosk locations are:

New Providence:

  • TAR National Stadium
  • Quality Home Centre – Carmichael and Baillou Hill Roads
  • Cafe Johnny Canoe – Cable Beach
  • Kenneth’s Food Store, Carey’s Shopping Plaza, Prince Charles Drive
  • Commonwealth Building Supplies, South West Plaza
  • Commonwealth Building Supplies PRO Store, Robinson Road

Grand Bahama/Freeport:

  • Petro Express, Freeport Harbour
  • Sav-Mor Drugs, West Mall Drive

Abaco:

  • Leonard M Thompson International Airport

 

Check back for updates as more locations are added.

My available card balance will not cover my purchase amount. Can I still use my prepaid card?2021-11-14T16:33:14-05:00

Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process is well known as “split tender”.

My balance is not correct2018-11-27T18:12:06-05:00

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.

My phone has been lost or stolen2018-11-27T17:39:03-05:00

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

Questions not answered here?2021-11-15T08:09:35-05:00

View Reloadable Mastercard Terms and Conditions

View Non-reloadable Mastercard Terms and Conditions

If your question is not listed, you can reach our support line using the phone number on the back of your card, or via our self-serve portal located at: 

https://islandpay.com/help

What countries are supported?2018-11-27T17:32:10-05:00

Island Pay is only available in The Bahamas at this time.

What currency does the Island Pay Kiosk accept?2020-01-23T10:53:10-05:00

Island Pay only uses the Bahamian Dollar (BSD).

What is the age requirement?2018-11-27T17:32:21-05:00

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

What is the largest cash withdrawal that I can make?2020-07-21T12:30:37-04:00

For Standard accounts: $BSD 100.

For Upgraded accounts: $BSD 500.

What is the smallest cash withdrawal that I can make?2020-07-21T12:33:28-04:00

For Standard accounts: $BSD 10.

For Upgraded accounts: $BSD 20.

Where can I use my MasterCard Prepaid Card?2021-11-14T16:27:36-05:00

You can use your Mastercard Prepaid Card anywhere that Mastercard is accepted – that’s millions of locations worldwide from retail stores to online, mail and phone orders. You can also use your card to pay bills online.

Where do I find my card transaction history?2021-11-14T16:28:26-05:00

You can view your card transaction history instantly in the Island Pay mobile application.

Why can’t I add or withdraw funds?2020-01-23T11:18:34-05:00

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.

Why can’t I do a purchase?2020-01-23T11:19:13-05:00

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.

Why should I do the Account Verification upgrade?2018-11-27T17:50:40-05:00

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.

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