Hyperwallet Introduction

The new payment portal is operated by Hyperwallet, a global Credited payment solutions agent. Please see below some of the advantages provided by the new payment portal:

• Money stored in account: Can keep the money in the account for up to 90 days with no fees. After 90 days there is a monthly fee of 3.00 $ as a Service Fee

• Withdrawal options: You can withdraw your money in 24 local currencies through multiple channels as:

PayPal 

Venmo ( USA only)

Bank Account

Direct to debit

Cash pickup ( limited places)

• Withdrawal fees: There are no fees from the TELUS side to withdraw money.

However, there might still be charges from the side of the bank or other payment service:

The transfer fee for PayPal or Venmo is $0.25 USD per transaction. 

Bank transfer fees are based on location:

$0.35/transfer to the following regions: United States (USD), Canada (CAD), Hong Kong (HKD), Australia (AUD), SEPA countries        (EUR), United Kingdom (GBP), and Mexico (MXN)

$2.95/transfer to other regions

The Wire transfer fee is 2% of the transaction amount, with a minimum amount of $10 and a maximum amount of $30. 

Please also note that if you are withdrawing funds via Wire transfer, there must be a minimum of $20.00 accumulated in your wallet       to perform the transfer.

In addition, Hyperwallet charges a Return Fee of $10.00 per transaction for any returned payments due to invalid information provided. IMPORTANT: Information shared needs to match with the bank and the AI Platform.

• Fund delivery speed: 2-5 business days depending on the fund transfer method. 

• Payment coverage: Covers up to 150 different countries & 24 currencies

• Taxation: Will provide the 1099 Tax Reporting with detailed payout history - US only

• Support: Support is available 24/7 via chat, email, and direct calling numbers ( US)

• Other features: Each user has their own page with a full transaction history of received & withdrawn amounts from their account.

Hyperwallet FAQs

Q: Do I have to create a Hyperwallet account?

A: You don’t have to create a Hyperwallet account.  Your Hyperwallet account will be created automatically when we send your first payment to you. 

Q: How do I activate my Hyperwallet account?

A: You will receive an email invitation to activate your Hyperwallet account when we send the first payment to you (please see an example below). Please ensure you follow the instructions in that invitation to complete the activation process. You will need your email address and your 'Unique Identifier' from your AI Community Platform account to complete the activation. If you have been notified of your first payment through Hyperwallet but have not received an activation email, please click here

Q: Which email address will you send the Hyperwallet activation email to?

A: Your primary email address in your profile on AI Community Platform. This should be the same email address as the one you are using in the program.

Q: What if I already have a Hyperwallet account?

A: You will need to activate a new Hyperwallet account to receive payments from TELUS Digital. This Hyperwallet account is for receiving payments from TELUS Digital only, but you can transfer them later to your own Hyperwallet account.

Q: What if Hyperwallet is not available in my country?

A: We have other possible payment options (PayPal, Bank transfer), which we can discuss with you in each case. Raters from Turkey will be receiving their payments via Bank transfer.

Q: What should I do if my country in the Hyperwallet account is different from my AI Community Platform profile country?

A: Your task(s) need to be performed in the country you were originally selected for this project. This original country needs to match your Hyperwallet profile location in order for you to receive payments for your completed task(s) and continue your participation in the project. Please note that if any information does not match (such as your country), it will not be possible to receive your payment.

Q: Do I need to wait before I can withdraw the funds after my payment has been processed?

A: No, your funds are at your disposal as soon as the payment has been processed successfully and you receive an email from Hyperwallet.

Q: Are there any charges for me to withdraw funds from my Hyperwallet account?

A: TELUS Digital does not deduct any charges for transferred amounts via the payment portal. The only potential charges that you have to pay are any fees that your bank would charge for a bank transfer, and if there is foreign exchange involved in the withdrawal.

Q: How do I retrieve money in my Hyperwallet account?

A: You can select to transfer the funds in your Hyperwallet account to 1) PayPal 2) bank transfer 3) International bank transfer 4) Venmo (US only)

Q: Do I have to withdraw the full balance in my Hyperwallet account each month? 

A: No, you don’t have to withdraw the full balance in your Hyperwallet account.  The money in your Hyperwallet is yours, you can transfer any amount, at any time, to your selected payment option.

Q: Who can help me if I am unable to withdraw the money from my Hyperwallet account?

A: The Hyperwallet Support Team will be able to help you to determine the reasons why you are unable to withdraw funds from your Hyperwallet account. Click here for Hyperwallet’s contact information.

Q: I have under $3.00 showing on my profile, why am I not able to withdraw it?

A: There is a threshold of $3.00 for your payments, meaning that if the total of your accumulated payments on your profile is under $3.00, they will not be processed until the amount gathered on your profile reaches a minimum of $3.00.

Example (with your balance starting at $0)

• If you received a payment of $2.55

• The amount stays in your AI Community Platform profile until the total reaches $3

• If the payment of your second task is $2

• The total in your account is now $4.55, which is over $3, so both payments will be paid to your AI Community Payment portal account when the task compensation payment term is over (Project payment term: payment due X days)

For Turkey Only: The threshold for your payments is $20.00, meaning that if the total of your accumulated payments is under $20.00, they will not be processed until the amount gathered through your invoices reaches a minimum of $20.00. If you are not participating in any future tasks and still have pending payments, please contact us, so that we can process the payments.

Q: What if I still have under $3.00 on my account but I am no longer participating in the project and will not be receiving further payments to get my balance over $3.00? 

A:  Please contact us at support@mail.hyperwallet.com, and we will process the payment as an exception.

Q: Can you process my payments directly to my bank account?

A: Hyperwallet is our new payment solution with secure, transparent, and reliable ways to manage payments and enhance experience. Payment through other channels will only be handled in specific situations and on a case-by-case basis.

Q: Will you send me an invoice for each payment? Where and how?

A: Yes, we will send a payment notification email (only when there is a payment) to your primary email address in your AI Community Platform profile.

Q: What should I do if I get a Login error 104?

A: Please follow these steps to resolve this issue:

1. Use this link to identify your IP address: https://www.hyperwallet.com/ip/

2. Once you've obtained your IP address, please send an email to Hyperwallet's support team at support@mail.hyperwallet.com. In your email, include your IP address and request to have it unlocked.

Q: Who should I contact if I have issues with Hyperwallet payment?

A:

• If you encounter issues activating Hyperwallet or do not receive your payment, please contact: payments_team_ai@telusdigital.com

• For questions about payment amounts or pay dates, contact: community_support@telusinternational.com

• I have an issue with withdrawing my funds to my bank account or PayPal account --> Please contact support@mail.hyperwallet.com