Customer support center

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.

Lock your Aeropay account immediately from settings, then contact Support with the date, amount, and any reference numbers. Also review your bank account to confirm any unauthorized debits and notify your bank if needed. We’ll investigate, secure your account, and work with the merchant or bank to address unauthorized activity.

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.

If you can’t link your bank or a payment won’t submit, first check your connectivity and try again in a private window or the Aeropay app. Then review your bank’s app for maintenance banners or login problems. Your Aeropay activity feed will show whether a payment was created, authorized, or completed; if it isn’t listed, the request likely didn’t reach the bank. Share the timestamp and any on‑screen error with Support so we can check logs.

Aeropay currently supports U.S. bank accounts. If you have a U.S. checking account with a supported institution, you can use Aeropay wherever it’s offered. We continuously evaluate expansion and will share updates as new regions become available.

Refunds and order disputes are handled by the business where you made the purchase. Aeropay processes the payment itself but does not control inventory, shipping, service quality, or refund policies. Start with the merchant’s support team to resolve order questions or request refunds. If they’ve already issued a refund and you don’t see it in your bank, share proof of refund with Aeropay Support and we’ll help trace settlement.

Open Aeropay settings and edit your contact details. For security, you may be asked to re‑authenticate or confirm a verification code. If you no longer have access to your old email or number, contact Support to complete a secure ownership check and we’ll help update your profile.

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.

Earn: use Aeropay at participating merchants—points are added after payment completes. Redeem: sign in to your Aeropay account, open Rewards, review available offers, and apply your points at checkout or within partner programs as shown. Some rewards or promos may have terms (minimum spend, expiration, or partner limitations), which will be clearly disclosed.

Yes. Aeropay Rewards is built on the same infrastructure that protects every payment: bank‑level encryption, tokenization, and strict access controls. Aeropay does not sell or share your personal or financial data. Rewards data is used only to operate the program and honor your redemptions.

Aeropay Rewards lets you earn points on eligible purchases made with pay by bank. Points accrue automatically—no extra sign‑up—and can be redeemed for discounts, offers, or partner rewards. Because rewards are tied to your Aeropay account (not a specific card), they aren’t lost when cards expire or are replaced. You can track your balance and redemptions in the Rewards section of your account.

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.

Your activity feed shows submitted payments, refunds, and withdrawals along with their statuses. Use it to confirm amounts, track pending items, and retrieve IDs that help Support investigate issues quickly. For your bank’s view, check your statement and pending transactions in your banking app.

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.

Timing depends on the rail used. RTP is virtually instant; Same‑Day ACH typically clears within hours; Standard ACH can take 1–3 business days. Other causes of delay include weekend/holiday schedules, bank maintenance windows, bank‑specific posting times, transaction limits, or outstanding account issues. What to check: • Confirm the withdrawal shows as “completed” in your Aeropay activity. • Look for a pending or incoming deposit in your bank app. • Verify you selected the correct destination account. If the deposit still hasn’t posted after those checks, contact Support with your withdrawal ID so we can trace it.

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.

If you aren’t receiving codes, it’s usually one of three things: the phone number on file is incorrect, your carrier blocks short‑code messages, or signal/device settings are interfering. Confirm your number, restart your device, and ask your carrier to allow SMS from short codes. If needed, Support can help verify your account another way.

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.

If there are outstanding failed transactions or unresolved returns on your account, a platform may adjust or offset amounts during payout. Review your Aeropay activity to see the net withdrawal and any related adjustments. If something looks wrong, share the withdrawal ID with Support so we can review.

If the account is still open, the funds will settle there. If it’s closed, the bank should reject the transfer and return the funds. If you believe the wrong account was selected, contact Support immediately with the transaction ID. We’ll provide settlement details you can share with your bank to attempt a correction.

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 checking with anyone who might share access to your device or account. Then review your order history with the merchant. If it still looks unfamiliar, lock your Aeropay account in settings and contact Support immediately with the date, amount, and any reference numbers. We’ll investigate, coordinate with your bank, and help secure your account.

First, verify both charges in your Aeropay activity feed and in your bank account. If there are truly two identical debits for the same order, contact the merchant and request a refund of the duplicate. If the merchant can’t resolve it quickly, share both transaction IDs with Aeropay Support so we can investigate and coordinate a fix.

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.

Some merchants capture funds only after shipment or service delivery. Banks may also post debits in daily batches or after maintenance windows. If you’re seeing a later debit, it typically corresponds to a prior order where the merchant finalized the charge later. Review your Aeropay activity and order confirmation emails to match the amounts and dates.

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.

Go to your Aeropay settings, select the account you’d like to remove, and choose “Unlink.” If it’s your only linked account, link a new one first so you can continue using Aeropay. When replacing an account, complete the new link with Aerosync (or manual linking) and then remove the old account to prevent misdirected payments.

Yes. You can link more than one bank account and choose which one to use at checkout or cash‑out. To avoid mistakes, give each account a clear nickname (e.g., “Checking – Everyday” and “Savings – Travel”) and unlink accounts you no longer use.

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.

Some banks add extra authentication—challenge questions, one‑time passcodes, or app approvals. If the input box doesn’t load or the flow stalls: • Update your browser/app and try again. • Switch to a private window or another device. • Approve the request in your bank’s mobile app if prompted. • If your bank requires a specific second factor (e.g., SMS but you use an authenticator app), choose the method your bank supports. Persistent issues often point to temporary bank maintenance. Try again later or contact Support with your bank name and a screenshot (no sensitive info).

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 (e.g., “Stride Bank” for Chime). • 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.

Manual linking lets you connect an account by entering your routing and account numbers directly when OAuth isn’t available or your institution isn’t listed. Aeropay verifies the account for ownership and readiness before enabling payments. Manual linking can require additional steps (for example, confirming micro‑deposits or providing extra details) depending on the institution. It’s a good option for smaller or regional banks that don’t yet support OAuth‑based connections.

Balance checks protect you from overdrafts and reduce failed payments. Before a payment is authorized, Aeropay checks your available balance in real time with your bank. If there’s enough money, the payment proceeds; if not, you’ll see an insufficient funds message so you can add funds or try again later. This is part of what makes pay by bank more reliable than cards for many purchases.

Aeropay refreshes linked‑account information automatically on a regular cadence and performs a fresh balance check in real time whenever you attempt a payment. If your bank login changes or your session times out (for security), Aeropay will prompt you to re‑authenticate through Aerosync.

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.