Verification of person identified as the account holder:

• Government / National ID
• Passport
• Driver’s License

Information on the submitted documents must be current and clearly visible. Up to 2 pieces of identification may be required.

Verification of account holder’s address:

• Utility bill (e.g., gas, electric, water, cable, phone)
• Financial statement
• National ID
• Government issued documents (e.g., tax bills, balancing statements)

Full name, address, and document validity (dated within the last 12 months) must be clearly visible.

If the submitted documents meet the above requirements, verification will be within 2 business days. We will send you an email if additional information is required.

• Utility bills (e.g., gas, electric, water, internet, landline phone)
• Bank or credit card statements
• Tax assessments
• Local government letters confirming address

No. The name on your profile must match your documents and be your legal given name.

Note: Changes made to your Pay Portal profile may retrigger account verification.

MM/DD/YYYY

Please allow us time to review the documents. We will contact you if any additional information is required and send you an email notification once the review is successful.

No, original documents must be scanned and uploaded.

If you are trying to upload a photo of a required document and it is too big, try saving it as either .PNG or .JPEG to reduce the size. File size should be under 4MB.

No, only a valid and current government-issued ID should be submitted. Any expired document submitted will be rejected.

Yes. The address on your Pay Portal (under Settings > Profile) needs to be exactly the same.

If you are not able to update your profile address, please contact Agoda Refund directly.

You can transfer the balance of your Pay Portal to any bank account in your country.

To transfer your Pay Portal balance to a bank account:

1. Click on Transfer.
2. If you are transferring to a new account, select Add New Transfer Method.
3. Select the country and currency of the bank account where the funds are going to be sent to.
4. Select the transfer method and click on Continue.
5. Enter the required account information. Please carefully verify that your banking information is correct, as incorrect information may cause significant delays to your transfer.
6. Remember As is a nickname given to your transfer method. For example, “Andy’s Savings.” This name will appear in the transfer center.
7. Make sure all the information is correct and click on Confirm.
8. If currency conversion is required to complete the transaction, currency conversion details will be displayed.

Please allow 1-3 business days for the funds to be credited to a bank account in North America or Europe, or up to 5 business days for other destinations.

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:

1. Log in to your Pay Portal.
2. Click Transfer
3. On the Transfer Center next to your preferred transfer method, click Action > Create Auto Transfer.
4. Make sure the “Auto Transfer Enabled” box is checked, then choose between daily and monthly Auto Transfer configurations.
5. For currency and threshold settings, click More Options.
6. Click Confirm

1. Click on Transfer from the menu.
2. Under Action click on Update Auto Transfer for the specific account.
3. You will now see the details of your Auto Transfer configuration on the Transfer page, along with the options to either Edit or Disable your Auto Transfer.

1. Log in to your Pay Portal.
2. Click Transfer
3. On the Transfer Center, click Action > Update
4. Update your account information.
5. Click Continue
6. Review your profile information and make updates if required.
7. Click Confirm

1. Log in to your Pay Portal.
2. Click History
3. Select a date range and specify the transaction type.
4. Click Search

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.