KYC Verification

Q: What is the difference between a business account and a personal account?

Accounts that support cash withdrawal are different:
① China Mainland individual users support cash withdrawal to their own bank cards;
② China Mainland corporate users support cash withdrawals to corporate accounts and legal person accounts (legal person whose ID type is a passport is not supported to withdraw cash to legal person personal accounts);
③ Hong Kong corporate users support withdrawals to Hong Kong corporate accounts and corporate offshore accounts.

Q: How long does the KYC verification take?

The review result will be completed within 1 working day and notified by email and text message.

Q: Does the ID card/business license expire after the real-name authentication is passed?

If your relevant documents expire after the real-name authentication is passed, in order not to affect the withdrawal of funds, please update the information as soon as possible.

Q: Why did the real-name authentication fail?

You can log in to the background to check the reason for the failure and resubmit the identity authentication information.

E-commerce platform collection

Q: How long does it take for the Amazon settlement to arrive?

It takes about 3-5 working days for Amazon to transfer the payment to your bank account after it is issued. We will notify you by text message and email as soon as possible.

Q: Which Amazon sites are supported?

Currently, Amazon North America, Europe, UK, and Japan are supported.

Q: What should I do if the store freezes after changing the account on the Amazon site?

If the store cannot be used normally after you change the collection account, please contact your Amazon account manager immediately to inform you that you are operating by yourself and change the collection account voluntarily.

Q: How to reduce the probability of freezing the Amazon store caused by changing the receiving account?

In order to avoid freezing the account, you can communicate with the Amazon account manager in advance before modifying the payment method, inform him that you need to change the payment account, and do it for yourself, and take a screenshot for archiving.

Q: How to contact Amazon customer service?

You can enter the Amazon merchant background, click [Help] - [Get Support] - [Can't find what you need] - [Contact Us], select [Update Payment Method] - [Other Account Questions], you can contact Amazon customer service (Open Amazon case).

Q: What currencies can eBay support for payment?

Supported currencies for eBay collection accounts: USD, GBP, EUR.

Q: Should the eBay redirect authorized store be operated locally or remotely?

If you usually log in to eBay in what environment, use the environment you logged in to open the official website authorization, as long as you ensure that the operation is in the same environment (same IP address);

Q: What is small amount verification? How long does it usually take for small amount verification to arrive?

Micro verification is a process initiated by Paypal to verify account holders and improve account reputation. The e-commerce background shall prevail, and a small amount verification notice shall be given in about 2-3 working days.

Q: What is the PayPal verification code? How long does it usually take to receive the verification code??

The PayPal verification code is a random 4-digit code that is generated when you bind your bank card. Please log in and check within 2-3 working days after you bind the card successfully.

Account withdrawal

Q: Will using GEP cross-border withdrawals take up my foreign exchange quota?

It will not occupy the annual foreign exchange settlement quota of the State Administration of Foreign Exchange. Your foreign currency account is a local bank account abroad. As long as your funds come from a real trade background, the foreign exchange settlement through GEP payment will not be included in your annual foreign exchange settlement of 50,000 US dollars amount.

Q: What is the exchange rate for withdrawal?

The real-time exchange rates used are those provided by GEP's partners.

Q: After I initiate a withdrawal, how long will it take to arrive?

RMB cash withdrawal:
If you initiate before 14:00 on a working day, you will have money arrive on the same day. If you initiate after 14:00 on a working day or on a non-working day, your account will be credited on the second working day. Holidays and weekends will be postponed.

Foreign currency withdrawal:
If you initiate before 14:00 on a working day, you will arrive on the same day. If you initiate after 14:00 on a working day or on a non-working day, your account will be credited on the second working day. Holidays and weekends will be postponed.

Q: Which banks support RMB withdrawals?

1. Withdraw to domestic RMB private account:
All mainstream banks and small rural credit cooperatives are supported. It is not ruled out that a small number of local banks in remote areas may fail to pay, and the actual bank transfer shall prevail.

2. Withdraw to the domestic RMB corporate account:
Supporting banks: Bank of China, China Construction Bank, Agricultural Bank of China, Industrial and Commercial Bank of China, China Everbright Bank, China Merchants Bank, China CITIC Bank, China Bank of Communications, China Rural Credit Cooperatives, Huaxia Bank, Ping An Bank of China, Shanghai Pudong Development Bank, China Guangfa Bank , Bank of Beijing, Huishang Bank, China Minsheng Bank, Bank of Shanghai, Zhejiang Yiwu Rural Commercial Bank Co., Ltd. (other banks are opening in succession).

Q: How to check my withdrawal fee rate?

After you log in to the user site, click [Account Information] to view your current withdrawal fee rate.

Q: How to add/delete a bound cash withdrawal bank card?

After your real-name authentication is approved, you can log in to the user site and click [Withdraw Bank Card] - [Add Bank Card] to add it. If you need to unbind, please click [Delete] on the left side of the bank card information to unbind.

Q: Is there any exchange loss for withdrawal?

After submitting the application, the exchange rate is locked, and the amount seen in the withdrawal is the actual amount received.

Q: Is there a limit for using GEP to withdraw cash?

USD account: USD 50; EUR account: EUR 50; JPY account: starting from 5,000 JPY;

Vendor Payments

Q: Which merchants can be paid to?

Payment can be made to mainland suppliers or overseas suppliers, including enterprises and individuals.

Q: Why do you need to upload real trade materials?

According to regulatory requirements, cross-border payment business should have a real and legal background in trade in goods and service trade. When our company handles cross-border payment business for you, it should collect your transaction materials (including but not limited to contracts/invoices, purchase

Account Security

Q: Why do I need to provide store authorization information?

According to the relevant regulations of China's foreign exchange management, trade-related foreign exchange receipts and payments require a real and legal transaction background, so you need to provide store authorization information to meet compliance requirements. If you cannot provide relevant information, you will not be able to continue to use the services provided by Propay normally.

Q: When logging in, it prompts "Username does not exist or password is wrong", my account is locked and I can't log in?

1. For the security of your account, after the password is entered incorrectly 5 times, the system will automatically lock your GEP account. Please log in again in half an hour.
2. If you forget your login password, please click [Forgot Password] to reset your login password.

Q: Can I change my phone number?

You can click [Security Settings] - [Bind Phone], "By Original Mobile Phone Number" or "Through Original Email Address" to modify the mobile phone number.

Q: Can I change my email address?

You can click [Security Settings] - [Bind Email], "By Original Mobile Phone Number" or "Through Original Email" to modify the email address.

Your dedicated customer service

Customer service hotline: 021-58395261

Service time: 9:00-18:00

Service scope: Assist you to complete various needs such as real-name authentication, product activation, rate adjustment, marketing activities understanding, etc., to help you use this platform smoothly