• If you need to reschedule or get information about your flight, fees or luggage, please reach out to Swoop Support via message at https://help.flyswoop.com/support/home.
• For Disputes with a claim amount or currency, please email: travellersupport@flyswoop.com, a Swoop agent will contact you.

Please note that Swoop Pay Portal Support (Hyperwallet) can only assist with payment related inquiries and NOT with information about your flight, fees or luggage.

There are two ways to verify the payment account:

1. Enter the last 10 digits of the telephone number you provided to WestJet when making your claim. For example, if your telephone number is 1888 123 4567 you would enter 8881234567 with no spaces.
2. Enter the Guest ID. This is the number that WestJet provided to you while the agent was assisting you with your claim.

These details will be sent in a separate email from WestJet once we have confirmed the amount of your claim and the currency with you.

Account access is only available for virtual prepaid cardholders.

To log in to the Pay Portal:

1. Enter your Login ID and Password in the Login screen.
2. Click on Sign In.

Log in to your Pay Portal and click Legal at the bottom of the page to access a digital copy.

In most cases, your transaction history will be updated immediately after the card processor receives the transaction information.

Not all merchants may immediately submit their card transactions for processing. This may cause a delay in your transactions being displayed on the Pay Portal.

Some merchants may bill under a legal name which differs from their operating name or bill from a state / region that is different from where the purchase was made.

If you have questions about a transaction, please contact the merchant directly.

If you believe a Prepaid Card transaction has been posted to your account in error, a dispute can be submitted to the issuing bank within 60 days of the date that the purchase appears on your transaction history.

If you suspect fraudulent activity, contact customer support immediately so the card can be disabled and replaced.

Please note the issuer of your prepaid card, which will be displayed on the back side of the card near the bottom. Download the corresponding issuer dispute form and fill it out according to the instructions indicated on the form:

Pathward Visa/Mastercard Prepaid Card

Disputes are subject to time limits which vary between 30 and 120 days after the date they appear in your transaction history.

Most transactions must be disputed within 60 days of the date when they appear on your transaction history.

After your dispute is received, we will investigate the discrepancy in question based off the information you have provided us; however, we may need to contact the merchant for more information about the disputed transaction(s).

If more information is needed, we may contact you by mail. We process disputes according to billing error procedures that are governed by federal law and outlined in your Cardholder Agreement.

When your investigation is completed, if we find that a discrepancy did occur, the funds should be returned to you within 45 - 60 days.

It means that the transaction is pending and has not been cleared by the merchant. Pending transactions are usually cleared shortly after a purchase is made.

These transactions cannot be disputed, however, the merchant may be able to settle the funds early if necessary documentation is submitted.

Mobile wallet apps allow you to securely store payment information like credit, debit, and Prepaid Card numbers on your mobile device.

Tokenization is a data security feature that replaces your real card number with an anonymous account “token” at the point of sale. When you make a purchase, the merchant uses this token – not your card number – to verify and process your payment.

Together, a mobile wallet with tokenization technology gives you a fast, safe, and convenient alternative to using your physical card when shopping in-store or online.

Are mobile wallets safe to use?

Yes. In fact, mobile wallets are more secure than physical cards. Using a mobile wallet reduces the risk of fraud by allowing you to take advantage of your device’s password and biometric authentication features like fingerprint and iris scanners. Tokenization provides the additional benefit of masking your card number so that even the merchant you’re paying is not able to see it.

Which cards are eligible?

USD Prepaid Cards issued by Pathward, N.A. or The Bancorp Bank, N.A.

How do I keep my device and card details secure?

• Use your device’s additional security options. Create a lock-screen PIN and setup fingerprint or iris recognition if available.
• If your device supports fingerprint recognition, only register your own fingerprint and do not allow anyone else to add theirs.
• Never leave your device unattended in public.
• Be wary of unsolicited messages asking you to reveal personal or financial information, and those that request permission to access or install software on your device.
• If your device is lost, stolen, or compromised, contact customer support immediately so we can assist with suspending or disabling and replacing the card registered on your mobile wallet.
• If available, sign up for your device’s “Find My” service. This will allow you to locate, lock, and remotely wipe sensitive data from your device if it is lost or stolen.

What’s the difference between Samsung Pay & Google Pay?

Google Pay uses Near Field Communication (NFC) technology to make contactless payments using your mobile device. This “tap to pay” service is limited to merchants with NFC-enabled payment terminals. In order to accept Google Pay for in-store purchases, merchants may be required to upgrade their payment terminals to accept devices with NFC capabilities.

Samsung Pay takes advantage of both NFC and Magnetic Secure Transmission (MST) technology. MST allows you to use the mobile wallet’s “tap to pay” functionality at almost any payment terminal in the world that accepts debit or credit cards.

How will mobile wallet transactions appear on my card statement?

All purchases processed on a mobile wallet will appear on your Pay Portal transaction history just like any other point-of-sale transaction.

How do I return an item purchased using a mobile wallet?

You'll need your store receipt, just like you would for any other purchase. If the merchant asks you to swipe or provide the original payment method so they can process a refund, simply hold the back of your phone up against the contactless payment terminal.

Can I use my mobile wallet to pay in-store internationally?

Yes. You can use your mobile wallet internationally almost anywhere contactless payments are accepted. Foreign exchange or other fees may apply. Please see your Cardholder Agreement for details.

I was sent a One-Time Passcode (OTP) when registering my card on a mobile wallet. What is this and why is it required?

To verify your identity and keep your card details secure, a one-time passcode is sent to you by text message when registering a payment method on your device. You will be prompted to enter this code during the registration process.

How do I learn more about Samsung Pay?

For more information, click here.

How do I learn more about Google Pay?

For more information, click here.

You will receive an email to your inbox once you receive a payment. Click on the link in the email to begin your funds transfer process.

You will be directed to a page where you can select your preferred transfer method.

Depending on the transfer method, additional information might be required in order to successfully transfer.

Guests can have their funds sent quickly to their preferred payout method (local bank deposits, CAD and USD virtual pre-paid cards, PayPal, and MoneyGram).

If the email you received to Claim Payment has the wrong amount or currency, please click on the Email tab and send a message to WestJet. One of our agents will be happy to assist you.

You can obtain your bank information from your financial institution, a bank statement, or by referring to the details on the bottom of your checks.

In the United States and Canada, your account information will be displayed as shown on the sample checks below:

U.S. Accounts:

Canadian Accounts:

Payments and transfers go through various stages while being processed. Updates are noted on your Pay Portal to keep you apprised of your funds and when you can expect them.

The Receipt ID is a record of the transaction which can be referenced when contacting customer support.

Our goal is to send your funds to you as quickly as possible. However, once the transfer has cleared our systems, processing times can vary according to the receiving bank and any intermediary financial institutions involved in the transaction. Depending on your country and region, some transfers may take longer than others to be received.

If you have initiated multiple transfers from your Pay Portal, you will receive separate cash out notifications for each transfer.

When a payment is initiated, the amount transferred from your Pay Portal will be deducted, along with a transfer fee (if applicable). In the case of wire transfers, the recipient bank may impose processing fees which will be deducted from your balance.

Please refer to the Email and Telephone Support tabs at the top of the page.