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Licensing and Complaints



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United States
Europe
Canada
Australia

United States

Hyperwallet services are provided to users in the United States by PayPal, Inc., a licensed provider of money transfer services. All money transmission from in the United States is provided by PayPal, Inc. pursuant to PayPal, Inc.'s licenses.

You may view PayPal, Inc.'s licenses here.

Making a Complaint Regarding PayPal, Inc.

If you are dissatisfied with Hyperwallet services, please file a complaint with Hyperwallet's Customer Support Center before filling a complaint in jurisdiction.

You may contact our Customer Support Center here.

If you still have unresolved complaint concerning the transmission services provided to you, residents of certain states may also consider the following services.

i. Alaska.

For Alaska Residents Only:

If your issue is unresolved by Hyperwallet, 1-877-546-8220, please submit formal complaints with the State of Alaska, Division of Banking & Securities.

Formal complaints must be in writing, please download the form here: https://www.commerce.alaska.gov/web/portals/3/pub/DBSGeneralComplaintFormupdated.pdf

Formal complaint forms may be submitted via:

  1. Fax: 907-465-1230
  2. Email: msb_licensing@alaska.gov
  3. Mail: Division of Banking & Securities PO Box 110807 Juneau, AK 99811-0807

If you have questions regarding formal complaints, please call 907-465-2521.

ii. California.

If you have complaints with respect to any aspect of the money transmission activities conducted at www.Paylution.com you may contact the California Department of Financial Institutions at its toll-free telephone number, 1-866-275-2677, by e-mail at consumer.services@dbo.ca.gov, or by mail at Department of Business Oversight, Consumer Services, 1515 K Street, Suite 200, Sacramento, CA 95814.

iii. Colorado.

Entities other than FDIC-insured financial institutions that conduct money transmission activities in Colorado, including the sale of money orders, transfer of funds, and other instruments for the payment of money or credit are required to be licensed by the Colorado Division of Banking pursuant to the Money Transmitters Act, Title 11, Article 110, Colorado Revised Statutes. If you have a Question about or Problem with YOUR TRANSACTION – THE MONEY YOU SENT you must contact the Money Transmitter who processed your transaction for assistance. The Division of Banking does not have access to this information.

If you are a Colorado Resident and have a complaint about THE MONEY TRANSMITTER – THE COMPANY THAT SENT YOU MONEY: All complaints must be submitted in writing. Please fill out the Complaint Form provided on the Colorado Division of Banking’s website and return it and any documentation supporting the complaint via mail or email to the Division of Banking at:

Colorado Division of Banking
1560 Broadway, Suite 975
Denver, CO 80202
Email: DORA_BankingWebsite@state.co.us
Website: www.dora.colorado.gov/dob

Section 11-110-120, C.R.S. requires that money transmitters and money order companies post this notice in a conspicuous, well-lighted location visible to customers.

iv. Florida.

For complaints directly to the Florida Office of Financial Regulation, please send correspondence to:

Florida Office of Financial Regulation
200 E. Gaines Street
Tallahassee, FL 32399-0376
Toll-Free Number: 1-800-848-3792

v. Illinois.

If you have complaints or other concerns with respect to any aspect of the money transmission activities conducted by PayPal, Inc. you may contact the Illinois Department of Financial and Professional Regulation toll free at 1-888-472-4858.

vi. Maryland.

The Commissioner of Financial Regulation for the State of Maryland will accept questions or complaints from Maryland residents regarding PayPal, Inc. (license number: 910457, and NMLS No: 910457) at: Commissioner of Financial Regulation, Attention Complaint Unit, 500 North Calvert Street, Suite 402, Baltimore, Maryland 21202, toll-free telephone number: 1-888-784-0134.

vii. New York.

PayPal, Inc. at 2211 N. First Street, San Jose, CA 95131, is licensed by the New York State Department of Financial Services to receive money for transmission and to transmit the same. New York customers can direct unresolved complaints to regulatory authorities at: Consumer Assistance Unit, NYS Department of Financial Services, One Commerce Plaza, Albany, NY 12257; 1-877-BANK-NYS (1-877-226-5697); http://www.dfs.ny.gov/consumer/fileacomplaint.htm.

viii. Texas.

If you have a complaint, first contact the consumer assistance division (Support Center) of PayPal, Inc. at 1-877-546-8220. If you still have an unresolved complaint regarding the company's money transmission or currency exchange activity, please direct your complaint to:

Texas Department of Banking
2601 North Lamar Boulevard
Austin, TX 78705
Telephone Number: 1-877-276-5554 (toll free)
Website Address: www.dob.texas.gov

ix. Washington.

If you have a complaint, first contact the consumer assistance division (Support Center) of PayPal, Inc. at 1-877-546-8220. If you still have an unresolved complaint you may file it by contacting the Washington Division of Consumer Services:

Online: http://www.dfi.wa.gov/consumers/file-complaint/consumer-services
Mail or fax: https://dfi.wa.gov/sites/default/files/loan-complaint.pdf
Call: (360) 902-8703 or 1-877-RING DFI (1-877-746-4334).
Email us: CSEnforceComplaints@dfi.wa.gov.

European Economic Area

Either Hyperwallet Systems Europe Limited or PayPal (Europe) S.à.r.l. et Cie, S.C.A., as an Affiliate, may provide the e-money and Payment Processing Services to you.

Hyperwallet Systems Europe Limited

Hyperwallet Systems Europe Limited is authorized by the Financial Conduct Authority (FCA) to conduct electronic money service activities under the Electronic Money Regulations 2011, no. 900698, in the United Kingdom and throughout the European Economic Area (click here for further information). Hyperwallet Systems Europe Limited is registered in England and Wales, no. 10215249, with a registered office at 247 Tottenham Court Rd., London, W1T 7QZ.

Making a Complaint Regarding Hyperwallet Systems Europe Limited

To file a complaint, please contact the Customer Support Center for Hyperwallet Systems Europe Limited before contacting your jurisdiction with a complaint.

There are several ways to contact Hyperwallet Systems Europe Limited, which can be found by clicking here.

After first contacting Hyperwallet Systems Europe Limited, we will attempt to resolve your complaint as quickly as possible under the circumstances and will provide a reply addressing your complaint within 15 business days of receipt. In some exceptional circumstances due to reasons beyond our control, we may write to you to advise that we need a longer timeframe; however, in such event, we will take no longer than 35 business days to address your complaint.

If your complaint is not resolved, you may refer it directly to The Financial Ombudsman Service ("FOS") by e-mailing complaint.info@financial-ombudsman.org.uk or calling 0800 023 4567. The website address is www.financial-ombudsman.org.uk.

You can also use the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr to do this.

PayPal (Europe) S.à r.l. et Cie, S.C.A.

PayPal (Europe) S.à r.l. et Cie, S.C.A. (R.C.S. Luxembourg B 118 349) is duly licensed as a Luxembourg credit institution in the sense of Article 2 of the law of 5 April 1993 on the financial sector as amended (the “Law”) and is under the prudential supervision of the Luxembourg supervisory authority, the Commission de Surveillance du Secteur Financier.

Making a Complaint Regarding PayPal Europe

To file a complaint, please contact the Customer Support Center for PayPal Europe before contacting your jurisdiction with a complaint.

There are several ways to contact PayPal Europe, which can be found by clicking here.

If your complaint is not resolved, you may choose to escalate it by contacting one of the following:

  1. European Consumer Centre (ECC-Net). You may obtain further information regarding the ECC-Net and how to contact them at (https://ec.europa.eu/info/live-work-travel-eu/consumers/resolve-your-consumer-complaint/european-consumer-centres-network_en).
  2. UK Financial Ombudsman Service (FOS). For UK resident Users only - the FOS is a free, independent service, which might be able to settle a complaint between you and us. You may obtain further information regarding the FOS and contact the FOS at http://www.financial-ombudsman.org.uk or by visiting the EU’s Online Dispute Resolution site at https://ec.europa.eu/consumers/odr.
  3. Commission de Surveillance du Secteur Financier (CSSF). The CSSF is the authority responsible for the prudential supervision of companies in the financial sector in Luxembourg. You can contact the CSSF at 283 Route d’Arlon, L-1150 Luxembourg. You may obtain further information regarding the CSSF and how to contact them at: http://www.cssf.lu or by visiting the EU’s Online Dispute Resolution site at https://ec.europa.eu/consumers/odr.

Canada

Hyperwallet Systems Inc. is registered as a money services business with both the Canadian Financial Transactions and Reports Analysis Centre (FINTRAC), no. M08905000, and the Quebec Autorité des Marchés Financiers (AMF), no. 901204 (click here for a copy of the AMF license). Hyperwallet Systems Inc. is federally incorporated, with a registered office at Suite 2600, Three Bentall Centre, 595 Burrard Street, P.O. Box 49314, Vancouver, B.C. V7X 1L3.

Making a Complaint Regarding Hyperwallet Systems Inc.

To file a complaint, please contact the Hyperwallet Customer Support Center here.

Australia

Hyperwallet Systems Australia Pty Ltd is registered with the Australian Securities and Investments Commission ("ASIC"), no. 616 937 716, with a registered office at c/o MinterEllison, Governor Macquarie Tower, 1 Farrer Place, Sydney NSW 2000, Australia. Hyperwallet Systems Australia Pty Ltd holds an Australian Financial Service ("AFS") license (click here for further information).

Financial Services Guide

Access a copy of Hyperwallet Systems Australia Pty Ltd's Financial Services Guide here.

Making a Complaint Regarding Hyperwallet Systems Australia Pty Ltd

To file a complaint, please contact the Customer Support Center for Hyperwallet Systems Australia Pty Ltd before contacting your jurisdiction with a complaint, which can be found by clicking here.

After first contacting Hyperwallet Systems Australia Pty Ltd, if your complaint is unresolved 45 days from the date you first made the complaint, you may refer it directly to the Australian Financial Complaints Authority (“AFCA”) by e-mailing info@afca.org.au, calling 1800 931 678 (free call), or visiting www.afca.org.au