Frequently Asked Questions
General
How does Facebook Pay work?
Facebook Pay is a seamless and secure way to make payments on Facebook, Messenger, Instagram, and in participating online stores. Enter your payment card or account information just once and then use Facebook Pay to make purchases, send money or donate. Add a PIN or use the fingerprint or face ID on your device to secure individual payments. Facebook Pay also lets you view your payment history, manage payment information and access 24-hour chat service for customer support.
Is it secure to make payments with Facebook Pay?
We use advanced technology to keep payment information secure. Facebook Pay is protected with:
Anti-fraud technology that monitors purchases on Facebook Pay’s systems to detect unauthorized activity.
Advanced data storage and encryption for payment card and bank account details.
Notifications that alert you if Facebook Pay detects unusual activity.
An option to create a PIN or use the fingerprint or face ID on your device for additional security when sending money or making a payment. Facebook does not receive or store your device’s biometric information.
Is Facebook Pay available on WhatsApp?
Payment with Facebook Pay is available on WhatsApp in Brazil on specific devices to send and receive money between friends and family without fees. Learn more about Facebook Pay on WhatsApp.
How do I set up a PIN?
When making a payment with Facebook Pay, you may see an opportunity to set up a PIN (or to use the biometrics on your device) by selecting a 4-digit numeric pass code. This will enable the option to tap in your PIN prior to making a payment.
You can also set up a PIN and make it a requirement for sending payments by going to facebook.com/settings and tapping Facebook Pay and Settings. As part of our commitment to security, we may require PIN verification when certain types of transactions appear as unusual activity.
Do I need to have a Facebook account to use Facebook Pay?
Facebook Pay can be set up on any one of these apps: Facebook, Instagram or Messenger. Simply enter your payment card or account information. Once Facebook Pay is set up, you can connect Facebook Pay across Facebook and Instagram or Messenger and use it where Facebook Pay is available.
Where can I use Facebook Pay?
Facebook Pay can be used on Facebook, Instagram, Messenger, and in participating online stores.
On Facebook, you can use Facebook Pay to shop, donate, buy tickets for events, or games.
On Instagram, you can use Facebook Pay to shop or make donations to charitable or personal fundraisers.
On Messenger, you can use Facebook Pay to send money to friends and family in the United States.
When online stores have Facebook Pay enabled, you can shop the products and services you love, and check out faster with your saved credentials.
Facebook Pay may not be available in all payment use cases on Facebook, Instagram and Messenger. We are continuing to build out functionality so that more people in more places can use Facebook Pay across our apps. Check back here for updates.
How do I set up Facebook Pay?
You can start using Facebook Pay with just a few taps, while you’re in the checkout process on Facebook or Instagram, or paying friends and family on Messenger. You can also update your Facebook Pay details, including adding the payment method of your choice, directly through its settings:
Navigate to the app’s Settings > Facebook Pay
Add your preferred payment method
The next time you make a payment on our apps or third-party websites, simply use Facebook Pay
How do I set up Facebook Pay to use across apps?
Facebook Pay can be set up by logging into at least one of our apps - Facebook, Instagram or Messenger. Then, enter your payment card or account information. Once Facebook Pay is set up, people can connect Facebook Pay across Facebook, Instagram, and Messenger, where Facebook Pay is available. To connect Facebook Pay:
In the Instagram app, go to the Menu > Orders and Payments > Connect Facebook Payment Info
In the Facebook app: go to Settings > Facebook Pay > Connect Facebook Payment Info
Facebook Pay for Online Checkout
How do I set up Facebook Pay for online checkout?
Tap the Facebook Pay button on the website’s checkout page.
If you already have Facebook Pay set up, select the payment method you want to pay with. If you’re new to Facebook Pay, enter your payment, shipping, and contact information. Learn how to add or remove a payment method.
Check the total purchase amount, shipping, and contact information to make sure they’re correct. You can update your shipping, and contact information in your Facebook Pay settings.
When you’re ready, tap Pay [amount] to make your purchase and confirm the payment. You may be asked to enter your Facebook Pay PIN or other validation method.
How secure is Facebook Pay in online stores?
To keep your information secure, your debit and credit card numbers are encrypted for safe and secure storage. This information won’t be shared with sellers.
With Facebook Pay, you can create a PIN or use your device's face or fingerprint recognition to confirm payments. Learn how to set up a PIN for Facebook Pay.
For transactions you make with Facebook Pay, you’ll receive payment confirmation details in an email. If you see a transaction you don’t recognize, please contact your bank or financial institution.
Who can see my Facebook Pay activity?
Your Facebook Pay activity, such as payments or purchases, won’t appear on your profile or on your News Feed. Only you can see your payment and transaction history within Facebook Pay settings.
What information is shared with the seller when I make a purchase on their website using Facebook Pay?
Sellers will receive information needed to support the transaction, including your contact, shipping, and order information. Note, that your payment card numbers will not be shared with sellers. Learn more about what information is shared with sellers.
What information is shared with Facebook?
Facebook will receive your Facebook Pay order information and may use the data as outlined in our Data Policy. This includes showing your transaction information in your Facebook Pay settings. The actions you take with Facebook Pay can be used for purposes such as to serve you more relevant content, provide customer support, and promote safety and integrity (example: to investigate violations of our policies). The payment card numbers you provide won’t be shared with anyone for marketing purposes, used to personalize your experience nor inform the ads you see without your consent. Learn more about what Facebook Pay does with your payment information.
Where can I see my transaction and order details?
You’ll receive an email confirmation for transactions you make with Facebook Pay. You can also find transaction history in your Facebook Pay settings. The seller will provide order details, including updates on the status of your order.
Who do I contact if I need help with my order?
If you have questions about an order you placed in an online store using Facebook Pay, please contact the seller directly for support.
To contact the seller about your order:
Go to your Facebook Pay settings.
Select the order you need help with.
Tap Get Help, then tap Contact Seller.
If you see a transaction you don’t recognize, please contact your bank or financial institution.
You can contact Facebook for support with payment-related issues, such as questions about the payment method you used to complete the transaction or updating your payment method.
To contact Facebook:
Go to your Facebook Pay settings.
Select the order you need help with.
Tap Get Help, then tap Contact Facebook.
Select Live Chat with Us or Email Us.
Why do I need to be logged in to Facebook to make a purchase in an online store?
Facebook Pay is a service offered by Facebook. Your Facebook login information helps us verify your identity. If you already have Facebook Pay set up, we’ll sync your payment, shipping and contact info so you don’t have to enter them manually.
Is there Purchase Protection for online shopping?
Purchases made through third-party sites, local pickups, Messenger transactions, or through other messaging services don't qualify for Purchase Protection. Learn more about how Purchase Protection works on Facebook.
How do returns work for items purchased from online stores with Facebook Pay?
To return something you purchased from an online store using Facebook Pay, please contact the seller directly.
Facebook Pay Help Center
Facebook Pay on
Facebook
Where can I use Facebook Pay on Facebook App?
Facebook Pay is available to use when making a donation, purchasing games or event tickets, and sending money or making purchases on Facebook Shop and Marketplace. Facebook Pay is only available with merchants where secure checkout on Facebook is noted. It is not available for all shopping transactions on Shop and Marketplace.
How do I buy something on Facebook Shop or Marketplace?
On the Facebook menu, tap Shop. Facebook Pay is available to use with merchants selling on Facebook. These merchants will show a message: Secure checkout on Facebook.
How do I donate to a fundraiser or charitable organization on Facebook?
You can donate from a person’s post or directly from a Facebook fundraiser or a charitable organization’s page on Facebook:
Tap Donate on the post.
Enter the amount you'd like to donate
Select a payment method or enter your payment account information.
Tap Donate.
How do I pay for gaming purchases on Facebook?
To make an in-game purchase, pay for Stars or fan subscriptions:
Purchasing on a desktop
Select Add New Card to add your credit or debit card to Facebook Pay
You'll then be prompted to enter your payment method
Click Buy to complete
Purchasing on a mobile device
You can use a credit or debit card connected to your Apple or Google Play Store account as a payment method. Keep in mind, you will not be able to update your payment settings through Facebook Pay. Please visit the Apple or Google Play Store directly to update your payment method or account settings. We are working to bring Facebook Pay to more experiences overtime.
How do I connect Facebook Pay from Facebook to Instagram?
To connect Facebook Pay to Instagram, you must first set up Facebook Pay on Facebook or Messenger, then connect your payment info within Facebook Pay settings:
In the Facebook app: Go to Settings > Facebook Pay > Connect Facebook Payment Info
In the Instagram app: Go to Menu > Orders and Payments > Connect Facebook Payment Info
Facebook Help Center
Facebook Pay on
Instagram
How does Facebook Pay work with checkout on Instagram?
When checking out on Instagram in the US, you will now use Facebook Pay for a secure and seamless payment experience.
How do I use Facebook Pay to buy something on Instagram?
You can buy products with Facebook Pay on Instagram by using checkout on Instagram if the product page shows Buy on Instagram and Add to Cart or Buy Now. For product pages showing View on Website, your purchase will be completed on the seller’s website. Facebook Pay is currently not available on these seller’s websites. Learn more about which products can be bought on Instagram.
If you are ready to buy a single product from a seller, you can tap Buy Now to proceed to checkout and complete your purchase with Facebook Pay. If you want to save a product to buy later or save multiple items from the same seller to buy together, you can add these products to your Cart or save them to your Wishlist.
How do I donate to a personal fundraiser on Instagram?
To donate with Facebook Pay to a personal fundraiser on the Instagram app:
Tap Donate on the personal fundraiser you want to donate to.
Enter the amount you would like to donate, then tap Next.
Enter your contact info, then tap Next in the top right.
Enter your payment method, then tap Next in the top right.
Choose your donation visibility. The person who started the fundraiser will always see how much you donated, but other people will only see what you choose to make public.
Tap Donate.
What payment methods can I use with Facebook Pay to buy or donate on Instagram?
You can use a credit or debit card or a PayPal account to make donations or buy products on Instagram. Keep in mind that Facebook Pay is available only to posts that show Buy on Instagram and Add to Cart on the product page.
Where can I get support if I have issues with my Facebook Pay transaction on Instagram?
Support for purchases or donations made on Instagram using Facebook Pay can be accessed the following ways:
Tap on the menu icon > Orders and Payments > Support & Help.
Tap on the 3 horizontal lines at the top of the screen on Profile > Orders and Payments > select specific order to access > Get help with your order
For general questions, you can also visit the Help Center for Instagram Checkout.
When and where is live chat support available for Instagram transactions?
Live chat customer support is available to customers who make shopping purchases on Instagram with Facebook Pay. Chat support is available in the US in English 24 hours a day, 7 days a week.
What is the benefit of connecting payment info from Facebook across Instagram?
For a faster checkout with Facebook Pay, you have the option to connect your payment account information from Facebook to Instagram without re-entering it. You can also view your payment history, manage payment methods and update your settings across apps, all in one place.
If I set up Facebook Pay on Instagram in the US, can I connect it to Facebook?
The ability to set up Facebook Pay on one app and connect it to another is only available in the US when you set up Facebook Pay on Facebook or Messenger. We are continuing to build out functionality for more people in more places to connect Facebook Pay across our apps. Check back here for updates, and visit the Instagram Help Center for more information.
Instagram Help Center
Facebook Pay on
Messenger
How do I use Facebook Pay to send or receive money on Messenger?
To send money:
Start a message with the person you want to send money to.
Tap
then
and enter the amount you want to send.
Tap Pay or tap Next if you haven't added a debit card or PayPal to your account and follow the onscreen instructions.
To receive money:
If you've already added a debit card or PayPal to Facebook Pay, money sent to you is automatically accepted. You do not need to take any action.
If you do not have a payment method added, you’ll need to add a debit card or PayPal to Facebook Pay
From the Messenger homepage, open the conversation containing the payment.
Tap Add Debit Card and follow the onscreen instructions.
Keep in mind your bank may take up to 3 business days to make the money available to you.
Is there a fee to use Facebook Pay in Messenger?
No, Facebook won't charge you to send or receive money in Messenger. This feature is free for everyone to send money to friends and family.
How long does it take to receive money in Messenger?
Once you've added a payment method to your account, money is transferred right away, but your bank may take up to 3 business days to make it available to you. If you've received money but it hasn't appeared in your account after 3-5 business days, try contacting your bank by calling the number on the back of your payment card or reaching out to PayPal support.
What payment methods can I use in Messenger?
You can send or receive money in Messenger using a bank-issued Visa or Mastercard debit card or PayPal account.
Visit the Messenger Help Center for more information.
Messenger Help Center
Facebook Pay on
Portal
How do I use Facebook Pay on Portal?
Facebook Pay is the way to pay on Portal. When you make a purchase from portal.facebook.com you can add your payment method to Facebook Pay, or if you’ve already set up Facebook Pay on Facebook app, you won't have to re-enter your information.
What payment method can I use to buy a Portal?
With Facebook Pay on Portal, you can choose to pay with Visa, Mastercard, American Express, Discover or PayPal.
Portal Help Center
Facebook Pay for Business
What is Facebook Pay?
Facebook Pay is a seamless and secure way to pay online and across Facebook apps and services. It can be used to make purchases, send money or donate. Fast checkout, easy setup and convenient access are some of the benefits of accepting Facebook Pay.
Is Facebook Pay available to all businesses?
Facebook Pay is available to businesses through Facebook Shops and Marketplace. Outside of Facebook apps, Facebook Pay is available to US based Shopify businesses. Please sign up if you are interested in accepting Facebook Pay and we’ll be sure to keep you posted on product updates and availability.
What are the costs to businesses for accepting Facebook Pay?
There is no additional cost to businesses for accepting Facebook Pay. Customers will also not be charged for using Facebook Pay. Facebook Pay, similar to other payment methods, will be managed by your existing payment processor.
What payment methods are available to customers when they checkout on a business website with the Facebook Pay button?
Customers can load their preferred credit or debit card to Facebook Pay. Additional payment methods will be added over time.
How is payment information stored and protected with Facebook Pay?
Facebook Pay uses encryption to safely and securely store people’s payment card numbers.
How will Facebook use Facebook Pay data from the Facebook Pay button?
When people use Facebook Pay, Facebook collects information about the purchase such as the transaction date, billing, shipping and contact details to use for purposes such as to process a payment, to protect against loss, and for legal compliance. Payment card numbers that people provide will not be used to personalize their experience or inform the ads they see. And, people’s activity, like payments or purchases will not be shared with their friends or to their profile or feed, unless they choose to share it themselves. To learn more about our commitments to protecting user privacy, read this Privacy Matters post.
What data will businesses receive when a customer checks out with Facebook Pay?
Businesses will receive information needed to support the transaction, including customer contact, shipping and order information. Customers’ payment card numbers will not be shared with businesses.