Customer support center

Your Activity feed shows your submitted payments, refunds, and withdrawals, along with their statuses. You can access it at https://pay.aero.inc/hi using the same phone number you used with the merchant. Use your Activity feed to confirm amounts, check pending items, and find transaction IDs if Support needs to investigate an issue.

Aeropay supports hosted web flows and app‑based experiences through our partners. Many users link and pay entirely within the merchant’s app or site. When available, using a modern mobile browser or the merchant’s latest app version provides the smoothest experience, including biometric login and device security.

Banks periodically expire linked sessions for security. Re‑linking proves it’s still you, refreshes permissions, and ensures Aeropay can keep checking balances before authorizing payments. You’ll also need to re‑link if you changed your bank password or if your bank locked your login after multiple incorrect attempts.

Aeropay is only available within the United States. To use Aeropay, you must be physically located in the U.S. and connect a U.S.-based bank account. Some partner platforms may operate internationally, but Aeropay remains limited to U.S. users.

For security reasons, updates to your email, phone number, or mailing address must be handled by our Support team. Contact us and we’ll verify your information and update your profile for you.

Reach us through at support@aeropay.com. To help us help you faster, include: 1) The email and full name on your Aeropay account, 2) The date, amount, and business/app involved, 3) The Aeropay transaction or withdrawal ID (from your activity feed), 4) A brief description of what went wrong and any error messages (screenshots okay—avoid sensitive data) With these details, we can pull logs, coordinate with your bank or the merchant if needed, and resolve your issue more efficiently.

Yes. Where supported, you can enable biometric login (Face/Touch ID) on your device and keep two‑factor authentication turned on for sensitive actions. These layers make it harder for anyone to access your account without your permission, even if they have your device.

Yes. To close your account, contact Support with your request. We’ll confirm your identity and ensure there are no pending transactions or unresolved issues. Once completed, your account will be closed and access removed.

Withdrawal timing depends on the merchant’s settings and your bank. If the merchant supports instant withdrawals, many banks settle instantly (look for the lightning-bolt indicator during bank selection). If instant withdrawals are not supported, withdrawals typically settle within 1 business day. If your withdrawal still hasn’t posted, check your Activity feed for a ‘void’ or ‘declined’ status. Failed withdrawals are returned to your merchant balance and can be retried once the issue is resolved.

Identity checks can fail if information doesn’t match your bank, documents are expired or blurry, or your profile has incomplete details. Make sure the name, address, and date of birth you submit match your bank exactly and that any photos are clear and well lit. If verification still fails, contact Support for specific guidance on what needs to be updated.

Accounts can be disabled to protect you and the network when we detect unusual activity, incomplete identity verification, repeated failed payments, or unresolved issues. To restore access, follow any prompts you received by email (for example, submitting requested documents) or contact Support to understand what’s required. Once verification is completed and any outstanding items are resolved, we’ll re‑enable your account.

Withdrawals can fail if the destination account is closed, the account/routing numbers are invalid, your bank rejected the transfer due to limits, or your link expired. Re‑link your bank in Aeropay, confirm the correct account is selected, and retry. If the account is closed, your bank will reject the transfer and funds will return automatically; contact Support with the transaction ID if you don’t see the return.

Go to the app or website where your funds are held, choose “Withdraw” or “Cash Out,” select your Aeropay‑linked bank account, and confirm the amount. Withdrawals are routed via Real‑Time Payments (instant when available), Same‑Day ACH (within hours), or Standard ACH (1–3 business days) depending on your bank and the merchant’s configuration. You’ll see the status in your Aeropay activity feed and then in your bank when it posts.

Start by reviewing both charges in your Aeropay Activity feed and in your bank account. If you see two identical debits for the same order, contact the merchant first to request a refund of the duplicate. If the merchant cannot resolve it quickly, share both transaction IDs with Aeropay Support so we can investigate and coordinate with the merchant. Note: Payments made over weekends or bank holidays may post together, which can look like duplicates for separate transactions.

Refunds are initiated by the business and sent back to your linked bank account through Aeropay. You’ll see the refund in your Aeropay activity and then in your bank when your institution posts it. If the merchant confirms the refund but you don’t see it in your bank after their confirmation, contact Support with proof of refund and the transaction ID so we can trace it with the bank.

Available balance can differ from the current balance if you have pending transactions. Other common causes include daily transaction limits at your bank, an expired bank link, or a temporary network error. What to do now: 1) Check the available (not just current) balance in your banking app. 2) Re‑link your bank in Aeropay to refresh permissions. 3) Retry the payment. 4) If it still fails, contact Support with the date, amount, and the error you saw so we can review logs with your bank.

Payments can’t be canceled once submitted through Aeropay. If you need to reverse a transaction, contact the business where you made the purchase and request a refund. Once the merchant issues the refund, the funds return to your bank via Aeropay and will appear on your statement when your bank posts it.

This usually happens when an earlier payment attempt declined and was retried once funds became available or an account issue was resolved. Some merchants also capture the payment later if fulfillment occurs after the original authorization. Additionally, payments made near weekends or holidays may take longer to post to your bank. If you're unsure about a charge, review your Activity feed or contact Aeropay Support for help.

A payment shows as pending when it’s authorized but not yet finalized by the merchant or posted by your bank. This is common during order review, pre‑shipment, or when banks batch‑post at certain times of day. How to resolve: confirm with the merchant that they accepted the order. Then check your bank for an “authorized” or “pending” debit. If the merchant confirms but your payment still appears stuck, share the transaction ID with Support to trace settlement.

Aeropay supports thousands of institutions, including many digital banks. Some fintech brands operate on partner banks (for example, Chime on Stride). If you don’t see the brand, search for the underlying bank name. If your institution still isn’t listed, you can usually connect via manual linking using your routing and account numbers.

Pay by bank lets you pay directly from your checking account—no card numbers, no wallet balances. With Aeropay, your account ownership and available balance are verified in real time before approval, which reduces declines and surprise overdrafts. Because payments move on bank rails, businesses avoid card network fees and chargebacks—savings that often translate to smoother checkout and better offers for you.

If your old account is closed, payments and withdrawals to that account will fail. Link your new bank account through Aerosync or manual linking, make it your default, and then unlink the closed account. If a withdrawal was sent to a recently closed account, the bank should reject it and the funds will return automatically; if you don’t see that, contact Support with the transaction ID.

Linking is quick and secure: 1) Select your bank from Aeropay’s list. 2) You’ll be redirected to your bank’s secure login screen—enter your credentials there. 3) Choose the checking account you want to use and confirm. Once linked, your account is verified instantly and ready for payments and withdrawals. You won’t need to repeat this unless your bank credentials change or your session expires for security.

If bank linking fails, it’s usually due to one of four things: incorrect credentials, temporary bank maintenance, an unsupported institution, or a browser/app issue. Try these steps: • Confirm you can log in directly at your bank’s website with the same username and password. • Search for alternate institution names • Clear your browser cache, use a private/incognito window, or try the Aeropay mobile flow. • If your bank truly isn’t listed, use manual linking by entering your routing and account numbers. If none of these work, contact Aeropay Support with your bank’s name and a brief description of where the process failed so we can investigate.

Aeropay only uses your information to process payments securely and to meet financial compliance requirements. We do not sell or share your personal or financial data—ever. When you connect a bank, Aeropay receives only the data required to verify ownership (e.g., name on account), identify the account and routing numbers, and check balances before payments. Your bank login credentials are never stored, and access is scoped to payments use only. We also retain records needed for regulatory obligations like anti‑money laundering monitoring. Your privacy, security, and control are core to how Aeropay is designed.

Aeropay works with thousands of U.S. businesses across e‑commerce, subscriptions, gaming, health and wellness, and marketplaces. If a site or app supports Aeropay, you’ll see “Pay with Aeropay” or “Pay by bank” during checkout or cash‑out. Today Aeropay supports U.S. bank accounts. If you have a U.S. checking account with a supported institution, you can use Aeropay.

Aeropay is a secure, card-free way to pay and get paid directly from your bank account. Instead of typing card numbers or keeping a wallet balance, you link your checking account once and then pay, deposit, cash out, or receive refunds in just a few taps. How it works behind the scenes: when you authorize a payment, Aeropay verifies account ownership and checks your available balance in real time. If everything looks good, the payment is authorized and sent through banking rails (RTP or ACH) to the business. Because Aeropay moves money bank‑to‑bank, you avoid card expirations, card network fees, and many of the declines that happen with credit/debit cards. Where you’ll see it: Aeropay powers payments for e‑commerce checkouts, subscriptions, gaming deposits and withdrawals, health and wellness memberships, and marketplace payouts—anywhere a fast, secure, bank‑based payment makes sense.

No. Aeropay does not charge consumers fees to make payments, withdraw funds, or receive refunds. Any pricing you see at checkout is set by the business, not by Aeropay. If a business offers incentives for using pay by bank (for example, a discount or reward), you’ll see that clearly in the checkout flow.

Yes. Aeropay uses the same security principles that banks use to protect your information and your money. All connections are protected with bank‑level encryption, and your login credentials are never stored or exposed—authentication happens directly with your bank. Multi‑factor authentication and device checks help keep your account secure, and transactions are tokenized so sensitive details are never shared. On top of technology safeguards, Aeropay follows U.S. payments rules (including NACHA for ACH and BSA/AML) and undergoes independent SOC 2 Type II audits. Using Aeropay is often safer than paying by card, because cards expose numbers that can be stolen; Aeropay keeps your credentials out of the payment flow entirely.

Aerosync is Aeropay’s secure bank‑linking technology. It connects your bank account to Aeropay in under 30 seconds—often using OAuth, which is your bank’s own login system—so you can authenticate directly with your bank. Aerosync never stores your username or password and was purpose‑built for payments: instant verification, real‑time balance checks, and broad coverage across more than 12,000 U.S. banks and credit unions.