The purpose of this article is to provide direction to expedite the resolution of any question or issue you are having with your Groupable Payments WePay Merchant Account.
We at the Groupable Support team are able to support you by email, phone, and screenshare and works closely with WePay for prompt resolution of any concerns.
You can also contact WePay directly via their web form: WePay Customer Support. If you do not hear from WePay in a timely manner or need urgent assistance, your friendly Groupable Support team can help expedite your request and provide prompt resolution.
>>Note: For steps on setting up or configuring your WePay account ➞ See our Groupable Payments Configuration article located under the Settings section of our Help Center.
Covered in this Article:
About Groupable Payments / Before Opening An Account
- Learning more about Groupable Payments
- What are the fees associated with WePay?
- How do I set up my Organization's WePay Account?
- What information does WePay require to open an account?
- Why does WePay require personal info to verify my account?
- What is an EIN (Employer ID Number)?
- How will using WePay affect my taxes?
After Opening An Account - Account Requires Action
- What do I do when my WePay Account Requires Action?
- How do I upload documents WePay says they need?
- What should I do if my bank transfer is reversed and my account cannot be verified?
After Opening An Account - Common Questions
- How are payments recorded?
- How do I issue a refund?
- How can I get WePay Phone Support?
- What should I do if a payment fails?
- Can more than one person have access to the account?
- How do I find out who the current account owner is?
- How do I reset my WePay account password?
- How do I update our bank account?
- How do I transfer ownership of my WePay account?
- I received an email from WePay asking for personal info to be updated?
- My WePay account was deleted, how do I get it reactivated?
- What does the "Reconnect with WePay" button mean?
- What are the Our Lodge Page powered by Groupable Terms of Service?
- Security Questions
Learning more about Groupable Payments
What are the fees associated with WePay?
There is no setup cost or monthly fees to create or use a WePay/Chase Manhattan Bank Merchant Account. As always, any member payments are automatically recorded in Groupable:m2 for easy recordkeeping.
What are the Transaction Fees for Online Payments?
- WePay charges credit and debit card processing fees of 2.9% plus 30¢ per transaction.
- Our Lodge Page charges the payer a service charge or convenience fee that is detailed at the time of the transaction.
How Credit Cards are handled with Online Payments:
The Surcharging feature passes the WePay credit card processing fee of 2.9% plus $0.30 per transaction onto the member, ensuring your lodge receives the full dues amount.
How Debit Cards are handled with Online Payments:
Debit Cards are handled differently due to federal banking laws and regulations. When debit cards are processed the WePay fees of 2.9% plus $0.30 per transaction are charged to the lodge.
Many Clubs, Chapters, and Lodges successfully ask members to voluntarily cover the debit card fees. There is a select button on the payment screen that when selected will allow a member to automatically cover those transaction fees in full, with no effort required by the Secretary.
For more information ➞ See our OLP: WePay Surcharges FAQ article.
How do I set up my Organization's WePay Account?
See WePay: OLP - Accepting Credit Cards Setup instructions.
What information does WePay require to open an account?
When you open a WePay account on behalf of your organization (chapter/club/lodge), WePay requires both personal Controller information and Organizational information.
WePay/Chase Manhattan Bank will ask for your SSN and date of birth in addition to the legal name of your non-profit (the name filed with the IRS, usually this is the legal name of your Parent Organization) and EIN (Employer ID Number). They will also ask you for your "doing business as" name, which is where you would enter your local group's name and number.
See the Groupable Payments Dashboard for the legal name and EIN.
The Controller must use the Legal Name and EIN as recorded in their Organization's Database and displayed on the Groupable Payments Dashboard.
For more information ➞ See WePay: Account Setup Requirements instructions.
For more information ➞ See our How to look up IRS-assigned EIN Entity Name article.
Why does WePay require personal info including my social security number to verify an account?
WePay is a payment services provider and as such, is obligated to collect certain information from users to verify their identities in accordance with Section 326 of the Patriot Act, which requires WePay to confirm the identity of those withdrawing funds from the system as an online payment processor.
WePay also requires this information to confirm that you are authorized to act on behalf of the business. An example includes a screenshot of the Club/Chapter/Lodge Info page in groupable:m2 that includes your Lodge Entity information, as well as your name and title as Secretary or Assistant Secretary. This prevents unauthorized people from creating an account on behalf of your business.
OLP does not store or use your social security number in any way shape or form. Groupable does not allow social security numbers to be stored in groupable:m2 or OLP.
The use of Groupable Payments requires opening a Credit Card Processing Merchant Account, which is a bank account with WePay/Chase Manhattan Bank. All of the other features of OLP (Calendars, etc) are available for use without a Merchant Account.
Since WePay Chase Manhattan Bank is under federal banking regulations, the creation of a Merchant Account constitutes the opening of a bank account on behalf of an organization and because of this, WePay requires the Account Creator's social security number to comply with anti-money laundering laws.
You can read more about WePay's policies for social security numbers.
Some other documentation of the relevant regulations:
- For more information ➞ See WePay's Account Verification article.
What is an EIN (Employer ID Number)? What is the Legal Name of my Nonprofit?
An Employer Identification Number (EIN) is a Federal Tax Identification Number used to identify an organization.
Your EIN and Legal Name of the Nonprofit is found on the Dashboard for Groupable Payments, and also is stored in the Info/Officers screen of groupable|m2. This is usually the name of your parent organization/chartering entity, NOT the name of your local chapter/club/lodge.
In the case of locals with a chartering body, the legal name of your local group is almost always the name of your parent organization, such as "Ancient Free & Accepted Masons of Illinois" or "Ancient Free & Accepted Masons of Maine". Groupable:m2 usually holds a record of your Tax ID at the Info/Officers screen.
For example, you would enter your Legal Name as "Ancient Free & Accepted Masons of Illinois" and then check the box and enter your local name as the "doing business as" name, such as "Sylva #216 IL".
For more information ➞ See WePay Merchant Account: EIN and Entity Name article.
For more information ➞ See WePay's Tax Identification Number (TIN) verification article.
How will using Groupable Payments affect my taxes?
Using Groupable Payments with WePay does not usually affect your taxes. WePay helps you organize your payments and under certain circumstances will issue you Form 1099-K, a requirement from the IRS. When you are acting on behalf of a corporation or other organization with an Employer Identification Number (“EIN”), WePay will use the EIN for any required tax reporting. All payments are also tracked in groupable|m2 where you will have the information on hand for any annual filing requirements.
For more information ➞ See WePay's How will using WePay affect my taxes? article.
After Opening an Account - Account Requires Action
What do I do when my WePay Account Requires Action?
For more information ➞ See Groupable's WePay Account Requires Action article.
How do I upload documents WePay has requested?
When you are logged in to your WePay account, you can upload documents directly to WePay, see the status of the information you've sent, and see if other information is needed.
- If WePay is asking you to upload documentation/proof of your local name, contact email@example.com immediately so that your WePay account can be reset and you can enter the verified EIN and IRS Entity Name. This is usually resolved within 24-72 hours.
- If you have been asked to "provide proof of your relationship with the organization", please take a screenshot of your Info/Officers Screen in groupable|m2, being sure that it includes your name and role as Secretary or Assistant Secretary. Then log in to WePay and upload this screenshot proof of your relationship.
If you have any questions about the requested documentation, or have other questions about what is required for verification, please email the Groupable Team so that we can promptly assist you.
For more information ➞ See WePay's Document Upload Process article.
What should I do when my bank transfer is cancelled and my account cannot be verified?
Have no fear, the Groupable Team can assist you in getting your bank transfer processed promptly. Email us at firstname.lastname@example.org with your name and role, local group name and number, and parent organization. We generally can work together with you and WePay for prompt resolution within 24-72 hours.
For more details and self-help resolution see: FAQ: Groupable Payments: WePay Account Requires Action
After Opening An Account - Common Questions
How are Payments Recorded?
Timely and Accurate Record-keeping:
At the time of payment confirmation, groupable issues the member a detailed and itemized receipt with all Dues and Donations/Solicitations and transaction and convenience fees. Emails are also sent to the Secretary and any other users on your WePay Merchant Account (see instructions for adding another officer to your WePay account). Then, at the end of the day, a total "transfer amount" email is sent to the Secretary and any other users.
At the time of payment confirmation, the Member Record is updated in groupable:m2. The Secretary and other officer accounts have full transparency to the payment details. Upon logging in to groupable:m2 > Recent Activity > Payments you can find transaction lines broken out by Dues and year, each Solicitation line, and any debit card processing fees for members who paid by bank-account associated debit cards. Clicking on the "Yes" for Transferred will bring you right to the Daily Deposit details, also found at Income/Expenses > Deposits. You can also view each member's payment details at their Payments screen.
All groupable:m2 users have full transparency and the Member's Dues Owed receivables are marked "Paid", saving you a great deal of time on record-keeping.
How do I issue a refund?
As a WePay merchant, you can issue refunds directly from within the Merchant Center. Please note, you can only refund a payment that’s less than 60 days old. Once a refund has been issued, it usually takes the payer’s bank 3-7 business days to credit the payer’s account.
You can refund payments using the following steps:
- Log into WePay at https://www.wepay.com/login
- Click the Reporting tab on the left
- Select the payment you would like to refund
- Click the red Issue Refund button
For help with issuing partial refunds, or for payments older than 60 days, please reach out to our Support team with the following information:
- WePay Transaction ID:
- Name of payer:
- Email address of payer:
- Date of payment:
- Total amount of payment:
- Full refund or partial amount to refund:
- Reason for refund:
If you get stuck or have any additional questions about refunds, please reach out to our Support team. For verification purposes, please submit your request using the email address linked to your WePay merchant account.
➞ See our WePay Refunds article for detailed steps on issuing full and partial refunds.
How can I get WePay Phone Support?
WePay provides email support through https://support.wepay.com. WePay Support response time varies for users but can take over 24 hours for an initial reply, so we encourage you to reach out to friendly Groupable Support Team with any WePay concerns to expedite resolution. Our team usually receives a response within a few hours and can provide successful resolution much faster than you reaching out to WePay alone.
To request a call from Groupable, open a ticket with our team, including details for the fastest resolution.
In your ticket request, be sure to provide details including your parent organization, your first and last name, your local club/chapter/lodge name and/or number, your role, and your specific WePay Account issues. The Groupable Team can then speak with you by phone if needed, and guide you through any questions and concerns you have, as well as get any information on your behalf from WePay.
What should I do if a payment fails?
If you receive notification that a payment made to your WePay account has failed, or you cannot accept payment on a payment from within your OurLodgePage registrations, this means WePay was unable to fully process the transaction. This can happen for a variety of reasons.
*Please note a minimum payment of $10 for a payment to be processed*
For more information and steps to take ➞ See our WePay Payment Issues article.
Can more than one person have access to the account?
Only one person can be listed as the account owner with edit capabilities, but you can have additional "moderators" assigned. These people will have read access to the account, and will receive OLP/WePay receipt emails and electronic deposit notifications, as well as the ability to log in directly to view payment and transfer history.
Instructions for adding a moderator:
- After logging into your WePay Dashboard at wepay.com/login
- Select "Settings" on the left
- Click "Members" on the top
- Please enter the email address of the person you wish to give access to next to where it says Add member
- Click "Invite"
- The invitee must accept the invitation (sent by email) to create their login and a password.
How do I find out who the current account owner is?
For the security of your WePay account, Groupable and OurLodgePage does not store your login credentials. If unsure of who the last account owner was, email the Groupable Team for assistance.
Include your local group name and number, parent organization name, and any additional details.
How do I reset my WePay account password?
If you know the email associated with your WePay account, you can reset the password on the account. If you do not know the email associated with this WePay account, your friendly Groupable Support team can help.
For instructions ➞ See WePay's How do I reset my password? article.
How do I update our bank account?
If you click Manage your account on your Dashboard > Merchant Account page (or go to https://www.wepay.com/login) and login to your WePay account, you should be able to update this information under your WePay Settings > Bank Account page.
How do I transfer ownership of my local group's WePay account?
When your WePay administrator has changed, you'll need to update your WePay account with the contact information for the new admin. The current WePay admin can make the switch as part of their transition, or the new admin can request the update.
Either way, this must be done by submitting a ticket to WePay Customer Support.
>>Tip: We suggest that you login to submit the request to WePay from within your OurLodgePage site (Dashboard > Merchant Account) so they know which account you are referring to. If you are unsure of the login credentials and no longer have access to the former WePay admin, you can obtain your WePay account# information from this page to provide to WePay Support when you submit a request directly on their support site.
1. If the existing Account Administrator has only one WePay Merchant Account:
he or she can simply transfer ownership of the Organization's WePay Merchant Account to a new administrator:
WePay will need to review the following for the new admin:
- The new e-mail address for the account (to avoid changing the account email, see below for suggestion to use a non-personal email address for your local group such as email@example.com)
- Government-issued photo ID for the new account admin (Valid U.S. passport OR State or Government issued ID)
- A screenshot of groupable|m2 > Info/Officers screen that links the incoming Merchant Account Admin with the organization:
- See example highlighting the Tax ID, Legal Name, and Secretary Name on this screenshot:
4. The new admin must also provide written confirmation that they have reviewed and confirmed WePay's Terms of Service. (WePay will likely ask for this from within the support ticket)
These requirements come from federal banking laws that require financial institutions to gather this information. WePay is required to do is determine whether or not you are authorized to open an account on a behalf of the organization. For more information on this requirement - https://en.wikipedia.org/wiki/Customer_Identification_Program
2. If the existing Account Administrator has more than one WePay Merchant Account under one email login:
The WePay Merchant Account cannot be transferred to another administrator.
- The existing or new administrator must notify Groupable requesting the current Merchant Account to be unlinked from OLP.
- The new administrator can then create a new WePay Merchant Account.
>>Tip: To make transfer of email ownership easier, we highly suggest using a different email address such as firstname.lastname@example.org (or something similar) for each Merchant Account.
Since WePay requires a photo ID and SSN, the outgoing Secretary is not going to want their information tied to this account any longer.
At the Secretary transition, the new Secretary will need to provide this information to WePay as outlined above. Whenever the Secretary role changes hands, the outgoing Secretary will pass on the email login credentials to the new Secretary.
I received an email from WePay asking for personal or bank info to be updated, is this a scam?
See WePay Account Requires Action for more information!
We can assure you this is a legitimate request from WePay, not a scam. WePay needs to do as part of their Know Your Customer (KYC) requirements as a banking organization. (For more info - https://en.wikipedia.org/wiki/Customer_Identification_Program).
Any time you receive an email from WePay requesting more information, you can verify this by logging into your WePay account where you should see a notification banner at the top of the screen. The account Controller (usually the Secretary) would most likely handle these requests. WePay will deactivate accounts that do not respond by a deadline, so do not disregard these requests.
To ensure you are logging into the correct account, we recommend logging in to groupable:m2 > Dues / Arrears > Update Account, but you may also go directly to http://wepay.com/login.
If you have questions regarding their requests, submit a ticket with WePay Customer Support AND with groupable:m2 / Our Lodge Page Support. (Groupable can greatly speed communication and expedite the resolution of any questions you have)
For more information ➞ See FAQ: Groupable Online Payments: WePay Account Requires Action.
My WePay account was permanently disabled or deleted, how do I get it reactivated?
This is likely due to WePay being unable to verify your identity and/or your Merchant Account based on Federal anti-money laundering regulations.
If you see a screen within OurLodgePage (Dashboard > Merchant Account) stating that your account has been disabled, your WePay account has been deleted and you will need to go through the setup steps again.
Contact Groupable with a Help Request promptly, and we will unlink this deleted account so that you will be able to create and link your new account quickly.
For more information ➞ See our WePay Configuration article for step-by-step instructions.
>>Note: If you are unsure why your account has been deleted, submit a ticket with WePay Customer Support, but we suggest doing this in conjunction with taking the steps listed above to setup a new WePay account, so this process can be in progress while waiting on a reply from WePay.
What does the "Reconnect with WePay" button mean?
There are times when the link between OurLodgePage and WePay can be interrupted, which would cause this Reconnect with WePay button to display as a call to action for relinking. This is unusual but likely due to updating credentials on the WePay side, or in the case above where the account has been deleted.
In the case of a password change, to relink the accounts click on the Reconnect with WePay button and login in to your WePay account. If your account has been deleted, contact Groupable with a Help Ticket and see instructions above to remedy this situation.
What are the Our Lodge Page powered by Groupable Terms of Service?
See the following ➞ Our Lodge Page powered by Groupable Terms of Service
Security and Data Privacy Questions
1. Does my local group have to deal with sensitive credit card information or paperwork?
All credit card information is entered by the member directly, and the local group never sees the card number. No credit card information is visible to the local group.
2. How do we assure our members that their credit card information is held securely?
Please refer to WePay Security for any questions. Both Our Lodge Page and WePay are PCI Compliant to protect your sensitive data.
3. How does the transfer of funds to our local group occur?
The Account Administrator sets up the local group's bank routing number and account number in WePay, and payments will be electronically deposited on a daily basis.
4. Who handles contested charges or fraud?
To date with over $1 million dollars processed in dues and donations, we have had one reversed charge due to a member error. The Account Administrator can always contact WePay or Groupable with any questions or concerns for resolution.