Frequently Asked questions
Let’s answer some of your questions
What is PayDirect and where is it located?
PayDirect is a Canadian company based in Toronto that enables merchants to accept money directly through online or mobile banking. We offer two ways to accept bank-account-based payments, Interac® and Instant Bank Transfer.
What currency is supported?
PayDirect supports transactions in Canadian dollars (CAD) only.
Who can use PayDirect?
To use PayDirect, you must be located in Canada, be 18 years of age or older, and have a Canadian bank account.
Do I need an account to use PayDirect?
You do not have to sign up for an account to use PayDirect. You pay directly from your existing bank account with Interac or Instant Bank Transfer.
How do I pay with Interac?
There are two ways to pay with Interac:
Interac via Online Banking
- Select INTERAC® on the merchant's cashier
- Select Interac via Online Banking
- Choose your bank and follow the prompt to log into your banking app
- Review the details, choose your bank account, and accept the payment request to complete your payment
Interac e-Transfer
- Select INTERAC® on the merchant's cashier
- Select Interac e-Transfer
- Log into your bank’s app or online banking
- Send an Interac e-Transfer with the details provided
The funds should be available on the merchant’s site within a few minutes.
What’s the difference between Interac via Online Banking and Interac e-Transfer?
Interac via Online Banking is the most convenient: You will be automatically redirected to your bank to review the payment. All the payment details are prefilled, you simply choose your bank account and confirm the payment.
Interac e-Transfer is the most familiar: You log into your bank’s app to send an INTERAC e-Transfer with the information we provide. Be sure to include the unique code in the message field.
Which banks are supported?
Interac e-Transfer supports all banks, while the Interac via Online Banking supports all banks, excluding Desjardins.
How will the payment appear on my bank statement?
Exact descriptions vary by bank, but will always include PAYDIRECT, ETRANSFER, and, in most cases, INTERAC. It may also include a reference number.
Are there any fees to pay with Interac?
PayDirect does not charge any fees to pay with Interac. However, some banks may charge a small fee for sending money with Interac e-Transfer®.
What are the payment limits?
Minimum payment limits vary by merchant.
Maximum payment limits vary by bank. The range is typically between $2,500 to $3,000 per day and $10,000 per week.
I sent the funds by mistake. How do I get my money back?
Please contact us with the details of your transaction and our team will help to resolve the issue.
I made a payment, but the funds are not in my merchant account.
Payments are typically available on the merchant’s site within a few minutes. If it has been more than 15 minutes, check your email inbox or spam folder for an update regarding your payment.
If you did not receive an email notification regarding your payment and funds are not credited to your account after two hours, please contact us for assistance.
How do I make a withdrawal with Interac?
- Select INTERAC® on the merchant’s withdrawal page
- Provide the email and phone number associated with your bank account
- Set up a security question and answer
How will the withdrawal appear on my bank statement?
Exact descriptions vary by bank, but will always include PAYDIRECT, ETRANSFER, and, in most cases, INTERAC. It may also include a reference number.
Are there any fees to withdraw with Interac?
There are no fees to withdraw with Interac.
What are the withdrawal limits?
Minimum withdrawal limits vary by merchant.
Withdrawals can be up to $25,000 per transaction. However, your personal withdrawal limit will vary by bank. Please consult your bank to determine your personal limit for receiving money with Interac e-Transfer.
Please note, that the merchant may have a withdrawal limit as well.
I entered the wrong email address. How do I cancel the withdrawal?
If you provided the wrong email address, please contact us to determine the status of the withdrawal.
In addition to the fields on the contact form, please also include:
- The Interac reference number (starting with the letters CA)
- The incorrect email address
- The correct email address
How long do I have to accept my withdrawal?
Please refer to your Interac email notice to determine the exact expiry date of your withdrawal.
My withdrawal expired before I could accept it. What should I do?
If your withdrawal has expired, you will have to initiate a new withdrawal from the merchant’s app or website.
I do not know the security answer. What should I do?
Please contact the merchant for assistance.
How long does it take to receive my funds in my bank account?
Once the withdrawal is approved by the merchant, the funds will be sent to your account.
If your email address is registered for Autodeposit with your bank, the funds will be available in your bank account immediately.
Otherwise, check your email inbox or spam folder for a notification from Interac and follow the instructions to accept the funds.
I requested a withdrawal and it was rejected. Can you explain why?
There may be a number of reasons why your transaction was rejected. Please contact the merchant for assistance.
I requested a withdrawal and the funds are not in my bank account.
Check your bank statement carefully. Exact descriptions vary by the bank but always include PAYDIRECT, ETRANSFER, and, in most cases, INTERAC.
If your email address is not registered for Autodeposit, check your email inbox or spam folder for a notification from Interac and follow the instructions to accept the funds.
If the funds haven’t been deposited yet, please contact us for assistance.
How do I pay with Instant Bank Transfer?
- Select Instant Bank Transfer on the merchant's cashier and select your bank
- Login using your online banking credentials
- Select the bank account you wish to pay from
- Confirm the payment amount
The funds should now be available for you on the merchant’s site.
After the first time using Instant Bank Transfer, you can complete a payment or a withdrawal without having to log in to your bank’s app or website again.
How will the payment appear on my bank statement?
The exact description will vary by bank, but typically includes PAYDIRECT, INSTANT BANK TRANSFER, and/or a reference number.
Are there any fees to use Instant Bank Transfer?
There are no fees to use Instant Bank Transfer.
What are the payment limits?
Minimum payment limits vary by merchant.
Maximum payment limits can be up to $100,000 per transaction. However, your personal payment limit will be determined by the merchant.
I have used Instant Bank Transfer before. Why am I not prompted to choose my bank account and log in again?
We remember the bank account used from your first transaction using a secure token, so you can make subsequent payments with a single click. To use a different bank account, you will have to complete the bank selection and login process again.
I made a payment using Instant Bank Transfer but my merchant account isn't updated.
Your payment should be available on the merchant’s app or website within seconds. In some cases, it may take a few minutes. If the payment takes longer than ten minutes, please contact the merchant.
Which banks are supported?
Instant Bank Transfer supports all Canadian banks and credit unions.
How do I make a withdrawal with Instant Bank Transfer?
- Select Instant Bank Transfer on the merchant's cashier and select your bank
- Login using your online banking credentials
- Select the bank account you wish to withdraw to
- Confirm the payment amount
Once confirmed, funds should appear in your bank account within 2-5 business days.
If you already used Instant Bank Transfer to make a payment, you can withdraw without having to select your bank or log in to your online or mobile banking.
How will the withdrawal appear on my bank statement?
The exact description will vary by bank, but typically includes PAYDIRECT, INSTANT BANK TRANSFER, and/or a reference number.
Are there any fees to use Instant Bank Transfer?
There are no fees to use Instant Bank Transfer.
What are the withdrawal limits?
Minimum withdrawal limits vary by merchant.
Withdrawals can be up to $100,000 per transaction. However, your personal withdrawal limit will vary by the merchant.
How long does it take to receive the funds in my bank account?
After you’ve completed the withdrawal on the merchant’s app or website, it can take 2-5 business days for the funds to appear in your bank account. If you still haven’t received your funds after 5 business days, please contact us for assistance.
I was unable to complete my withdrawal on the Merchant’s app or website. Can you explain why?
Please contact us to help with your withdrawal.
In addition to the fields on the contact form, please also include the error message or code if applicable.
