Customer support center

Aeropay does not generally support digital banks or neobanks like Chime, PayPal, or Green Dot.

Some availability may vary by merchant or transaction type, but if your bank does not appear during bank selection, it is not supported for that Aeropay flow.

Please select another supported checking account to continue.

A payment may show as pending when it has been submitted but is not fully completed by the merchant or posted by your bank.

This can happen during order review, before an order ships, or when banks post payments at certain times of day.

What to check:

1. Confirm with the merchant that they accepted your order.
2. Check your bank account for an authorized or pending debit.
3. Allow time for ACH processing. A standard ACH payment can take 3 to 5 business days from initiation to clear or fail.

If the payment is still pending after that window, contact the merchant or Aeropay Support at support@aeropay.com with the transaction ID.

Once a payment is submitted through Aeropay, it may not be possible to cancel it directly.

If you need to stop or reverse a payment, contact the business where you made the purchase as soon as possible. Depending on the payment status, the merchant may be able to void the payment before it is fully processed or issue a refund after it has processed.

If a void or refund is issued, you can check your Aeropay Activity feed for updates. Any returned funds will appear in your bank account once your bank posts them.

Your available balance may be lower than your current or posted balance if you have pending transactions or recent deposits that have not fully cleared.

Aeropay checks your available balance before approving a payment. Payments may also decline because of merchant limits, daily transaction limits at your bank, an expired bank connection, or a temporary network error.

Before retrying, try these steps:

1. Check your bank’s available balance, not just the total or current balance shown.
2. If you have pending transactions or recent deposits, wait for them to clear and try again.
3. Make sure the payment is within the merchant’s limits.
4. Reconnect your bank in Aeropay to refresh the connection.
5. If the payment is still failing, contact Aeropay Support at support@aeropay.com with the date, amount, merchant name, and error message you saw.

Please avoid repeated attempts, as they may cause more errors or temporarily limit additional attempts.

Refunds are initiated by the merchant, not Aeropay.Contact the business where you made the purchase and request the refund through them. Once the merchant issues the refund, the funds will be returned to your linked bank account through Aeropay and will appear in your Activity feed.If the merchant has confirmed the refund but you do not see it after a few business days, contact Aeropay Support at support@aeropay.com with the transaction ID and refund confirmation from the merchant.

Go to the app or website where your funds are held and choose Withdraw or Cash Out.

Select your Aeropay-linked bank account, enter the amount, and confirm the withdrawal.

Timing depends on your bank and the merchant’s settings. Withdrawals may be sent through Real-Time Payments when instant withdrawals are available or Same-Day ACH..

You can check the status in your Aeropay Activity feed and in your bank account once the withdrawal posts.

Withdrawals can fail or be returned for a few reasons:

1. The destination account is closed.
2. The account or routing number is invalid.
3. Your bank rejected the transfer because of account limits or restrictions.
Your bank connection expired.

To fix it, reconnect your bank in Aeropay, confirm the correct account is selected, and try again.

Failed withdrawals are typically returned to your merchant balance and can be retried once the issue is resolved. If you do not see the funds returned, contact the merchant.

You can view your payment and withdrawal history in your Activity feed.

Go to https://pay.aero.inc/hi and sign in with the same phone number you used with the merchant. Your Activity feed shows payments you’ve made, refunds, and withdrawals, along with their current statuses.

You can use it to confirm amounts, check pending activity, or find a transaction ID if you need to contact Support.

Bank linking may fail because of incorrect login information, temporary bank maintenance, an unsupported institution, or a browser or app issue.

Try these steps:

1. Confirm you can log in directly through your bank’s website or app using the same username and password.
2. Search for other versions of your bank’s name.
3. Clear your browser cache, use a private or incognito window, or try again from your mobile browser.

If none of these work, contact Aeropay Support at support@aeropay.com with your bank’s name and a brief description of where the process failed so we can review the issue.

Follow these steps to link your bank account securely: 1.) Select your bank from Aeropay’s list.
2. You’ll be redirected to your bank’s secure login screen. Enter your bank login information there.
3. Choose the checking account you want to use and confirm.

Once linked, your account is ready to use for payments and withdrawals. You usually won’t need to repeat this unless your bank login changes or your connection expires for security reasons.

Please note that a bank account can only be linked to one Aeropay account.

Your Aeropay account may be disabled for security reasons or because something on the account needs to be resolved.

This can happen because of incomplete identity verification, unusual account activity, repeated failed payments, or another unresolved issue.

To restore access, follow any instructions you received by email, such as submitting requested information or documents. You can also contact Support for help with next steps.

Identity verification may fail if the information you entered cannot be confirmed.

Check that your name, address, and date of birth are accurate and match the information on your account or identity documents. If you uploaded a photo, make sure the image is clear, well lit, not expired, and shows all required details.

If verification still fails, contact Support for help with next steps.

Yes. Where supported, you can enable biometric login, such as Face ID or Touch ID, on your device.

You should also keep two-factor authentication turned on for sensitive actions. These added security steps help make it harder for someone to access your account without your permission, even if they have your device.

Contact Aeropay Support at support@aeropay.com.

To help us review your issue faster, include:

1. The email address and full name on your Aeropay account
2. The date, amount, and business or app involved
3. The Aeropay transaction or withdrawal ID, if you have it, from your Activity feed
4. A brief description of what went wrong, including any error messages

Including these details helps Support review your issue and follow up with next steps.

Aeropay uses your information to process payments, help protect against fraud, provide support, and meet financial compliance requirements.

When you connect a bank account, Aeropay receives the information needed to verify the account and process payments. This may include details like the name on the account, account and routing numbers, and balance information before a payment.

Aeropay does not store your bank login credentials. We do not sell your personal data. We only share information as needed to provide Aeropay, process payments, prevent fraud, support your account, or meet legal and regulatory requirements.

Aerosync is Aeropay's secure bank-linking technology. Aerosync covers more than 12,000 U.S. banks and credit unions and never stores your username or password.

Aeropay is a secure, card-free way to pay and get paid directly from your bank account.

When you use Aeropay, you link your checking account and authorize payments through participating businesses. Depending on the business, you may use Aeropay to pay at checkout, make a deposit, withdraw funds, or receive a refund.

Behind the scenes, Aeropay helps confirm your account and payment details, then sends the payment through bank payment rails like ACH or RTP.

You do not need to download an Aeropay app.

Aeropay works through a secure web experience. You may use Aeropay by scanning a QR code or selecting Aeropay at checkout, then following the prompts in your mobile browser or the merchant’s app.

For the best experience, use an up-to-date browser or the latest version of the merchant’s app.

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" at checkout or when withdrawing funds.

A payment may post to your bank account later than expected for a few reasons: 1. An earlier payment attempt declined and was retried.
2. The merchant processed the payment later, such as when your order was fulfilled.
3. The payment was submitted near a weekend or holiday and processed on the next business day. Payments from different days may also post together, which can make them look like duplicates. If you see multiple payments for the same amount, check your Aeropay Activity feed to confirm whether they are separate payments. If you still think a payment is incorrect, contact the merchant or Aeropay Support at support@aeropay.com with the transaction ID.

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 for the duplicate charge.

If the merchant cannot resolve it, contact Aeropay Support at support@aeropay.com. Include both transaction IDs, proof of purchase, and a screenshot or receipt showing the additional charge.

Payments made over weekends or bank holidays may post together, which can make separate transactions look like duplicates.

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 has not posted, check your Activity feed for a void or declined status. Failed withdrawals are typically returned to your merchant balance and can be retried once the issue is resolved.

If you do not see the funds returned to your merchant balance, contact the merchant.

Aeropay may retry a failed payment to help resolve an outstanding payment balance.

If the retry is successful, it typically takes 1–3 business days for the payment to clear. Once it clears, your Aeropay account will update automatically so you can use it again.

Aeropay sends payouts to the linked bank account selected as your default.

If a payout went to an old or incorrect account, check your available accounts and select the account you want to use. If the account is not listed, connect it first and then make it your default.

If a payout was already sent to a closed account, your bank may reject it and the funds are typically returned to your merchant balance automatically. If you do not see the funds return, contact Support at support@aeropay.com with the transaction ID.

A void status means the payout could not be completed, either because of a technical issue or because the merchant voided it.

When this happens, the funds are typically added back to your balance on the merchant’s site or app so you can try again.

If additional attempts also show as void, contact Support at support@aeropay.com so we can review the issue.

Payouts can decline for a few reasons:

1. Your linked bank account is closed.
2. The account or routing number on file is invalid.
3. Your bank rejected the transfer because of account restrictions.
4. You revoked Aeropay’s connection through your bank.

Aeropay does not hold the funds after a declined payout. When a payout declines, the funds are typically returned to your balance on the merchant’s site or app.

If you do not see the funds in your balance, contact the merchant so they can review the declined payout and confirm next steps.

Depending on the decline reason, you may need to fix the issue with your bank, update your account information, or reconnect your bank before trying another payout.

Payout timing depends on your bank and whether the merchant has real-time payouts enabled.

If real-time payouts are available, look for a lightning bolt icon next to your bank during selection. You can also check our bank eligibility page to see if your bank supports real-time payouts: https://aeropay.com/bank-eligibility.

If your bank does not support RTP or the merchant does not have real-time payouts enabled, your payout will process through same-day ACH instead. Payouts submitted earlier on a business day typically settle the same day or by the next business day.

Weekends and federal holidays may affect timing. Some merchants may also have their own payout review or processing steps, so check the merchant’s payout process for additional details.

Instant Pay is available for some banks through the RTP network.

Not all banks support Instant Pay. To see if your bank is eligible, check our bank eligibility page: https://aeropay.com/bank-eligibility

If your bank does not support Instant Pay, your payment will automatically process through same-day ACH instead. No action is needed on your part.

If you decline the Instant Pay request in your banking app, the payment will not complete and no funds will be moved.

If you still want to make the payment, return to the merchant’s site or app and try again.

You have 15 minutes to approve the payment request in your banking app.

If the request expires before you approve it, the payment will not complete. You can return to the merchant’s site or app and try the payment again.

Instant Pay, also known as RfP, is a faster way to pay through your bank.

Instead of Aeropay debiting your account through ACH, Aeropay sends a payment request to your bank. You’ll be redirected to your banking app or secure bank flow to approve the payment.

Once you approve it, the payment moves instantly without waiting for ACH batch processing. If your bank does not support Instant Pay, your payment automatically falls back to same-day ACH.

Your Aeropay account may be disabled if there is an unresolved issue, such as a declined payment, a connected bank account that does not appear to be in your name, or account activity that requires additional review.

If your account is disabled because of a declined payment, you’ll receive an email with more information and next steps. Insufficient-funds declines may be retried automatically. Other declines may require you to reconnect your bank or confirm your correct account number.

If you connected a bank account that does not belong to you, contact Support so the team can review your account before you continue with your own bank account.

If your account is disabled for another reason, contact Aeropay Support at support@aeropay.com. Our team will review your account and let you know what’s needed.

If your old bank account is closed, payments or withdrawals using that account will fail.

Link your new bank account through Aerosync or manual linking, make it your default account, and then unlink the closed account.

If a withdrawal was sent to a recently closed account, the bank may reject it and the funds are typically returned to your merchant balance. If you do not see the funds return, share the failed withdrawal with the merchant for them to add back.

Yes. Aerosync uses bank-level encryption to help protect your information.

Your bank login credentials are entered through your bank’s secure login flow. Aeropay never sees or stores your username or password.

The connection uses OAuth, a standard commonly used by banks for trusted third-party apps.

Try these steps:

1. Confirm you can log in directly through your bank’s website or app.
2. Search for your bank using its official name or parent bank name.
3. Try different name variations and make sure the bank’s login URL matches your actual bank.
4. Try using a private or incognito browser window, or clear your browser cache.

If you’re still having trouble, contact Support at support@aeropay.com. Include your bank name and a screenshot of where the process is failing. Please do not include sensitive information, like your full bank account number, password, or Social Security number.

Reset your username or password directly through your bank’s website or app.

Once your login information is updated, return to Aeropay and reconnect your bank through Aerosync using your updated login information.

No. Aeropay connects directly to your bank account. Credit and debit cards are not supported.

No. You can only connect a bank account that is in your name.

Please do not connect bank accounts that belong to family members or friends. If you want to link a joint account, you must be listed on the account.

Connecting an account that does not belong to you is not permitted and may result in payment failures or account restrictions.

Some banks, including Chase, PNC, and US Bank may issue a substitute account number when you connect through a third-party service like Aerosync.

This means the last four digits shown in Aeropay may not match your actual account number. This is expected. The substitute number is secure and tied to your real account.

Chase, PNC, and US Bank notify you about this during the connection process.

Yes, most popular banks use oAuth connections that redirect you to their app/external browser to authenticate. Aeropay never sees or stores your bank login — authentication happens entirely on your bank's end. After you confirm, you're returned to the app or page you were using.

Aeropay only supports checking accounts.

Savings accounts are not intended for regular payments, so using a checking account helps payments process more reliably. To use Aeropay, select a checking account when linking your bank.

Banks may periodically expire linked bank connections for security reasons.

You may also need to reconnect your bank if you changed your bank password, your bank updated its security settings, or you revoked Aeropay’s connection through your bank.

Eligible rewards are automatically deposited into your linked bank account on Aeropay Day.

You can view your rewards balance anytime in the Rewards tab of your Aeropay account.

A few reasons rewards may not appear: a qualifying payment was made on Aeropay Day itself (it will post on the next Aeropay Day), the payment was refunded (refunded payments void the associated reward), the payment declined during the reward period (declined payments void rewards for that period), or only qualifying online payments are eligible. If none of these apply, contact support@aeropay.com for investigation.

Aeropay Day occurs every other Thursday of the month. If you have eligible rewards, they are automatically deposited into your linked bank account on Aeropay Day. You can check your upcoming Aeropay Day and view your rewards balance in the Rewards tab of your Aeropay account.

On your bank statement, the deposit will appear as AeroPayments.

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. Support team will request documentaiton (ID and Phone bill/statement) to validate personal information to support account information changes

Contact support@aeropay.com to request account closure. Our team will confirm your identity and check for any pending transactions or unresolved items. Once everything is clear, your account will be closed and access removed.

No. A phone number can only be linked to one Aeropay account, if you are unable to utilize your phone number please reach out to support@aeropay.com so the team can investigate. To verify a phone number a recent phone bill/statement (within 30 days) will be requested to verify the ownership.

Yes. You need a mobile phone number to create and verify your Aeropay account.

Aeropay uses your phone number to verify it’s you and help protect your account. Internet-based phone numbers, such as VOIP numbers, are not supported.

Go to register.aeropay.com and follow the prompts to sign up.

You’ll be asked to:

1. Enter your name, email address, and phone number
2. Verify your phone number with the code sent by text
3. Link your checking account using Aerosync, Aeropay’s bank-linking tool
4. Select your bank, follow your bank’s login prompts, and choose your checking account

Internet-based phone numbers will not be supported. Once your checking account is linked, your Aeropay account is ready to use.

Yes. Aeropay uses bank-level encryption to help protect your information.

Aeropay does not store your bank login credentials. When you link your bank account, authentication happens through your bank or a secure bank-linking flow.

Aeropay also follows applicable U.S. payments rules, including NACHA rules for ACH payments, and undergoes independent SOC 2 Type II audits.

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 an incentive for using Pay by bank, such as a discount or reward, you’ll see it in the checkout flow.

RTP stands for Real-Time Payments. It is a faster U.S. payment rail that can send eligible withdrawals to your bank account almost instantly.

Not all banks support RTP. If your bank does not support RTP, your withdrawal will use same-day ACH instead.

ACH, or Automated Clearing House, is a U.S. bank network that moves money directly between bank accounts.

Most Aeropay payments use ACH to process bank payments. Aeropay uses same-day ACH, which means payments submitted on a business day typically settle the same day or the next business day, depending on when the payment is submitted.

No, Aeropay is only available within the United States with a U.S.-based checking account.

No. Aeropay is not a wallet and does not store a balance for you.

Aeropay is a pay by bank service that lets you securely connect your bank account and process transactions with participating merchants. Instead of adding money to an Aeropay balance, you use your linked bank account when Aeropay is available at checkout or when withdrawing funds.