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Frequently Asked Questions

Sign Up

INSTANT SIGN UP
Visit any ALLIANCE agent location and register with as little as a valid ID and TRN. Higher account tiers require additional registration information such as proof of address.
ONLINE SIGN UP
  1. Visit www.epayja.com
  2. Select “Apply Now”
  3. Enter your information (name, TRN, email address, phone number, etc.)
  4. Upload a copy of your valid National ID (e.g. Driver's License/Passport/Voter's ID)
  5. Upload a copy your proof of address (e.g. utility bill)
  6. Select your Pick-Up location
  7. Click “Submit”
You’ll receive a confirmation email, with the details of your application. Please allow 2 weeks for your card to be prepared and ready for pickup at the ALLIANCE location selected.

Activation & Change PIN

Activation - Mastercard

HOW DO I ACTIVATE MY MASTERCARD ONLINE?
  1. Visit www.epayja.com.
  2. Select "Mastercard Services" then “Activate Card”.
  3. Step 1 requires APSL to validate your details. Enter your Mastercard details as well as your name, email address date of birth and phone number.
  4. Click “Continue”.
  5. Step 2 requires you to now set a PIN. Enter your Mastercard's CVC2 number and your TRN number as further verification.
  6. Enter the 4-digit PIN number you would like to set.
  7. Confirm your PIN (PIN numbers entered must match).
  8. Click “Activate”.
Errors cardholder may receive
  1. "*Required" – text box highlighted is required, info must be entered to proceed.
  2. "Information entered does not match our records. Please check email/letter for correct information and try again. Call 888-429-5725 toll-free from Jamaica to speak to a Customer Service Representative" – Cardholder entered information incorrectly, system will not say what piece of info is incorrect for security purposes. Information should be entered exactly how it is presented in welcome letter or email. Many persons enter card number incorrectly too. (so… if any piece of info is incorrect, they will receive error above).
  3. "Please use format.." – Cardholder entered information in an incorrect format (DOB or Mobile number). For DOB use MM-DD-YYYY Format. For mobile number use 876-XXX-XXXX Format.
  4. "Card already activated." – Card was previously activated, no need to activate.
CAN I ACTIVATE MY MASTERCARD CARD BY CALLING IN?
  1. Yes, Call 888-429-5725 toll-free from Jamaica to speak to a Customer Service Representative.
  2. The rep will ask you questions in order to verify the account.
  3. Once the information provided is correct, the rep will activate your card.
  4. You will be required to the RESET/CHANGE your PIN, after logging in to your account online.

Activation - ePay Card

HOW DO I ACTIVATE MY EPAY CARD ONLINE?
  1. Visit www.epayja.com.
  2. Select "Services" then “ePay Card - Pinning”.
  3. Enter your 16 digit ePay number as well as your name, and phone number.
  4. Enter enter the 4-digit PIN number you would like to set.
  5. Confirm your PIN (PIN numbers entered must match).
  6. Click “Activate”.
Errors cardholder may receive
  1. "*Required" – text box highlighted is required, info must be entered to proceed.
  2. "Please use format.." – Cardholder entered information in an incorrect format (DOB or Mobile number). For mobile number use 876-XXX-XXXX Format.
  3. "Invalid Card" – The card number was entered incorrectly.
  4. "PIN & Confirmation PIN both should be same." – The New PIN and confirmation PIN provided do not match, cardholder entered different PINs
CAN I ACTIVATE MY EPAY CARD BY CALLING IN?
  1. No, cardholders are required to activate online.
  2. Call 888-429-5725 toll-free from Jamaica to speak to a Customer Service Representative, who will assist you through the activation process.

Change PIN - Mastercard

HOW DO I CHANGE MY MASTERCARD PIN?
  1. Visit www.epayja.com
  2. Select Mastercard Services" then “Change PIN”.
  3. Step 1 requires APSL to validate your details. Enter your Mastercard details as well as your name, email address and phone number.
  4. Click “Continue”.
  5. Step 2 requires you to now set a new PIN. Enter your OLD Mastercard PIN number.
  6. Then enter the new 4-digit PIN number you would like to set.
  7. Confirm your new PIN (PIN numbers entered must match).
  8. Click “Change PIN”
Errors cardholder may receive
  1. "*Required" – all text boxes are required, info must be entered to proceed.
  2. "Information entered does not match our records. Please check email/letter for correct information and try again. Call 888-429-5725 toll-free from Jamaica to speak to a Customer Service Representative"" – Cardholder entered information incorrectly, system will not say what piece of info is incorrect for security purposes. Information should be entered exactly how it is presented in welcome letter or email. Many persons enter card number incorrectly too. (so… if any piece of info is incorrect, they will receive error above).
  3. "New PINs do not match" – The New PIN and confirmation PIN provided do not match, cardholder entered different PINs.
  4. "N - Not Verified" – Current OLD PIN provided is incorrect.

Change PIN - ePay Card

HOW DO I CHANGE MY EPAY CARD PIN?
  1. Visit www.epayja.com
  2. Select "Services" then “ePay Card Change PIN”.
  3. Enter your 16 digit ePay number as well as phone number.
  4. Enter enter your old 4-digit PIN number.
  5. Enter your new 4-digit PIN number you would like to set.
  6. Confirm your PIN (PIN numbers entered must match).
  7. Click “Change PIN”
Errors cardholder may receive
  1. "*Required" – text box highlighted is required, info must be entered to proceed.
  2. "Please use format.." – Cardholder entered information in an incorrect format (DOB or Mobile number). For mobile number use 876-XXX-XXXX Format.
  3. "Invalid Card" – The card number was entered incorrectly.
  4. "PIN & Confirmation PIN both should be same." – The New PIN and confirmation PIN provided do not match, cardholder entered different PINs

Card Use

Purchases

ONLINE
  1. You may use your card with any online merchant which accepts Mastercard, anywhere in the world.
  2. Simply enter your card details (including card number, expiry date and CVC2).
MASTERCARD MERCHANT
You may use this card anywhere Mastercard is accepted, both locally on accepting POS swipe/chip and pin terminals as well as overseas to make a purchase.
EPAY MERCHANT
Swipe your card at any ePay POS terminal to make a purchase.

Withdrawals

ALLIANCE AGENT
Visit an ALLIANCE agent and provide your valid ID, TRN and your card to complete the Cash-OUT transaction.
*Cardholder must have: the cell number in system associated with card account and valid ID.
LASCO PAY AGENT
Visit any LASCO PAY agent and provide your valid ID, TRN and your card to complete the Cash-OUT transaction.
*Cardholder must have: the cell number in system associated with card account and valid ID.
SAGICOR BANK ATM
  1. Insert Card
  2. Enter PIN
  3. Select Cash Advance
  4. Enter Amount
  5. Retrieve Cash
Max withdrawal limit 19,000.00 JMD daily.
NATIONAL COMMERCIAL BANK JA ATM
  1. Insert Card
  2. Enter PIN
  3. Select "Savings"
  4. Enter Amount
  5. Retrieve Cash
ATM owner sets max withdrawal limit at the ATM.
BANK OF NOVA SCOTIA JA BANK ATM
  1. Insert Card
  2. Enter PIN
  3. Select "Savings"
  4. Enter Amount
  5. Retrieve Cash
ATM owner sets max withdrawal limit at the ATM.
INTERNATIONAL ATMs (ACCEPT MASTERCARD)
  1. Insert Card
  2. Enter PIN
  3. Select "Savings"
  4. Enter Amount
  5. Retrieve Cash
ATM owner sets max withdrawal limit at the ATM.

Top-Ups

ALLIANCE AGENT
Visit an ALLIANCE agent and provide a valid ID, TRN and your card to complete the Cash-IN transaction.
*Cardholder must have: the cell number in system associated with card account and valid ID.
LASCO PAY AGENT
Visit a LASCO PAY agent and provide a valid ID, TRN and your card to complete the Cash-IN transaction.
*Cardholder must have: the cell number in system associated with card account and valid ID.
BNS ONLINE
  1. Login into to your BNS Online Account.
  2. Search and Add payee Alliance Payment JMD.
  3. Add your 16-digit ePay account Number (9003 **** **** ****) and name.
  4. Save that Payee.
  5. Transfer monies to your card by paying a bill to the payee you’ve just set up.
*Monies will be loaded to your card and available within 48 business hours.
NCB ONLINE
  1. Login into to your NCB Online Account.
  2. Search and Add payee Alliance Payment Services.
  3. Add your 16-digit ePay account Number (9003 **** **** ****).
  4. Save that Payee.
  5. Transfer monies to your card by paying a bill to the payee you’ve just set up.
*Monies will be loaded to your card and available within 48 business hours.

ePay Mobile App

CHANGED YOUR PHONE, AND NOW CAN'T LOGIN?
As a security feature, the ePay mobile application is locked to one mobile phone at a time (your old phone). Let us know by calling 888-429-5725 and a customer service rep will reset the application for you.
HOW DO I CHECK MY BALANCE ON APP?
  1. Login using your card number and PIN
  2. In the top-left corner, select Menu and the side menu will appear
  3. Select “Check Balance”
  4. App will display total balances for all your accounts
HOW DO I TRANSFER FUNDS BETWEEN EPAY CARDS?
  1. Login using your card number and PIN
  2. in the top-left corner, select Menu and the side menu will appear
  3. Select “Transfer Funds”
  4. Select the account you’d like to transfer from
  5. Enter recipient’s card number
  6. Enter the amount to be transferred
  7. Enter your PIN
  8. Select “Transfer Funds”
HOW DO I ORDER MEALS THROUGH THE APP?
  1. Login using your card number and PIN
  2. in the top-left corner, select Menu and the side menu will appear
  3. Select “Meals Order”
  4. App will present list of restaurants currently assigned to you
  5. Select the restaurant of your choice
  6. View their Menus, change categories and add items to your cart
  7. When complete select “CheckOut”
  8. Confirm the Items in your cart
  9. Add delivery address
  10. Click “Confirm Checkout”
HOW DO I PAY BILLS THROUGH THE APP?
  1. Login using your card number and PIN
  2. in the top-left corner, select Menu and the side menu will appear
  3. Select “Pay Bills”
  4. Select your service provider from the dropdown list
  5. Enter your account number
    • *For JPS accounts please enter account number in the format xxxxxx-xxxxxxx
    • *Dash must come between customer number and premises number
  6. Enter the amount you wish to pay
  7. Enter your PIN number
  8. Click “Pay Your Bill”
HOW DO I PURCHASE CREDIT THROUGH THE APP?
  1. Login using your card number and PIN
  2. in the top-left corner, select Menu and the side menu will appear
  3. Select “Phone Credit”
  4. Select your service provider
  5. Enter the cell phone number to be topped up
  6. Enter the top-up amount
  7. Enter your PIN number
  8. Click “Buy Talk Time”
CAN I CHECK MY TRANSACTIONS ON THE APP?
  1. Login using your card number and PIN
  2. in the top-left corner, select Menu and the side menu will appear
  3. Select “Recent Transactions”
  4. Your last 10 transactions will appear.
  5. You can then change your transaction view as desired.
CAN'T LOGIN, FORGOT YOUR PIN?

You may request a PIN RESET through the app.

  1. On the login screen, select "Forgot your PIN?"
  2. Enter your 16-digit card number in the space provided.
  3. Select “RESET PIN”
  4. An email will be sent to the email address set up on the card account.
  5. Follow the instructions to reset your PIN.

ePay Portal

CAN'T LOGIN, FORGOT YOUR PIN?

You may request a PIN RESET through the app.

  1. On the login screen, select "Forgot your PIN?"
  2. Enter your 16-digit card number in the space provided.
  3. Select “RESET PIN”
  4. An email will be sent to the email address set up on the card account.
  5. Follow the instructions to reset your PIN.

General Questions

WHAT DO I USE FOR MY BILLING ADDRESS?
For merchants that require a billing address, you may use the shipping address entered or your own local address in Jamaica, if the merchant accepts these addresses.
HOW SECURE IS THIS CARD?
Your Alliance Prepaid Card is backed by the reliability and security of Mastercard. Our secure servers and technology are designed to protect your information. Your Alliance Prepaid Mastercard makes transactions easy, secure, and convenient.
I LOST/BROKE/ MY CARD, WHAT DO I DO?
  1. Report all lost/misplaced/stolen/damaged cards to Alliance Payment Services Limited immediately.
  2. Call us toll free at 888-429-5725.
  3. Your account will be verified.
  4. A representative will immediately freeze your account, to avoid any unauthorised usage.
  5. The representative will also guide you through the process of getting a new card.
IS MY MASTERCARD BALANCE DIFFERENT FROM MY EPAY BALANCE?
Your card is setup with three buckets or sub-accounts which can be funded.
Individual Account

This is the money that you are free to spend and withdraw at any time. Monies topped via card-to-card transfers, bank transfers and top ups at ALLIANCE agent locations are applied to this account.

Company Benefit

If you are attached to a company that provides a benefit such as a lunch subsidy to its employees, your company will top up this account with your benefit.

Payroll Account

If you are attached to a company that opts to allow you to do an advance, we will give you a ceiling amount (e.g. 20,000.00) that you can spend or withdraw up to.

Whatever you use of this amount is then deducted from your salary at the end of the month.

MY COMPANY BENEFIT WAS NOT REFRESHED.
Contact your human resources department, they are responsible for the top up of company benefit funds to employees’ accounts.
WHAT DOES “VALID THRU” ON MY CARD MEAN?
This is the date of expiry for your card (MM/YYYY).
WHAT’S THE NUMBER ON THE BACK OF THE CARD?
This number is the card’s CVV number. This is a security number used when conducting online transactions.
HOW DO I DEACTIVATE MY MASTERCARD?
Call our customer support centre at 888-429-5725. A representative will assist you.
I’VE BEEN TRYING TO LOGIN BUT NEVER BEEN ABLE TO?
First Time Login
  1. Visit www.epayja.com
  2. In the top left corner enter your cardnumber as your username
  3. Enter your last name as your default password (If the card is unpersonalized, your default password is "CARDHOLDER")
  4. Click Login
  5. You’ll be prompted to update your password
Forgot your password?
  1. Visit www.epayja.com
  2. In the top left corner Select “Forgot your password?
  3. Enter your card number
  4. Click Submit
  5. An email will be sent to the email address associated with that card account, containing a new default password and a link to change your password.
What if no email is received?
  1. Check your Spam/Trash Folders
  2. Check if the correct card number was submitted
  3. Check if your card account has an email address supplied
  4. Check email correctness
    • If you received your card through your company, speak with your human resources representatives about updating your account with the correct email
    • Or contact us and we’ll update your profile with the correct email.
MY CARD KEEPS DECLINING WITH THE “INSUFFICIENT FUNDS” ERROR
You may not have any funds on your account. Check your available balance via the ePay Mobile App or login to your profile online.
  • It may also be that you are trying to use company benefit funds from your company at merchants not approved by your company. Your company has the right to decline the use of the company benefit funds at certain merchants, which may be the case.