E-wallet FAQ

What is e-wallet?
E-wallet is an alternative way for Associates to receive commission payments. It is an online account—administered by third-party service provider Lightstorm—that offers many advantages, including faster payments, flexibility to quickly and easily move money to existing bank accounts, free e-mail notifications when money arrives in the user’s account, and the freedom to manage commissions online. E-wallet is especially beneficial for Associates who do not have bank accounts, because it can be set up without a local bank account.

Can I transfer money to debit or credit cards?
No. But you can transfer your funds to an existing bank account or a prepaid loadable card.

Can I still get paid via direct deposit?
Yes. You may choose either e-wallet or direct deposit as your preferred method of payment. E-wallet is an alternative way to get paid that offers many benefits. You can, however, continue to receive commissions via direct deposit.

Can I use e-wallet to pay for USANA Auto Orders?
Yes, you may request to use e-wallet as your preferred method of payment for USANA Auto Orders. Please remember that you must have sufficient funds in your account to use this option. Your e-wallet account cannot have a negative balance.

Can I use e-wallet to pay for USANA products?
Yes. Shop online, as usual, for USANA products. At checkout, select e-wallet as the payment option and provide your account details as requested. Review your order. If it is correct, click “Confirm.” Please remember you must have sufficient funds in your account to use this option. Your e-wallet account cannot have a negative balance.

Can I use e-wallet to pay for other products or services?
Not directly. E-wallet can be used to pay for Auto Orders and one-time orders of USANA products. To pay for other products or services, transfer money from your e-wallet account to another account. You may then use money from that account to pay for any other products or services.

How do I open an e-wallet account?
To begin, go to the registration page via a link on The Hub. Provide the requested information and follow the instructions. Please note: If you currently receive commission payments via direct deposit but would like to receive commission payments in your new e-wallet account, please contact USANA and request that your direct deposit account be set as “auto pay” only.

How do I continue receiving commissions via direct deposit?
If you are set up with direct deposit and want to continue receiving commissions via direct deposit, it is not necessary to make any changes. Direct deposit will continue until you set up an e-wallet account and change your direct deposit account to “auto pay” only.

How do I access my e-wallet account?
After you create an e-wallet account, you can access it via a link on The Hub. Click on the login link, and you will be directed to the login page. Enter your USANA ID and e-wallet password. For security reasons, the password for the e-wallet account should be different than the password for your USANA account. You will also be asked to respond to a security question created when you opened the account.

How do I use my e-wallet account?
E-wallet offers users flexibility and control. You can transfer money out of the account, use the account to pay for USANA Auto Orders and products, and view your balance and transaction history.

To transfer money:

1. From your e-wallet account, click on “Funds Transfer.”
2. Select “Cash Out.”
3. Enter the details for the requested transfer.
4. Review and click “Confirm” once you verify the details are correct.
5. The next screen will provide a receipt and the transaction details.

To pay for USANA Auto Orders:

Go to the Auto Order Payments page via The Hub and add e-wallet as a payment method. You can also contact USANA to request to use e-wallet as the preferred method of payment for Auto Orders. Please remember you must have sufficient funds in your account to use this option. Your e-wallet account cannot have a negative balance.

To pay for USANA products:

1. Shop online as usual for USANA products.
2. At the checkout, select e-wallet as the payment option.
3. Provide your account details as requested.
4. Review and click “Confirm” once you verify the details are correct.

How do I check the balance or statements in my e-wallet account?

1. From your e-wallet account, click “Transaction Statement.”
2. Select the currency/country combination for your account.
3. Select a preset date range from the drop-down menu on the left, or enter a specific date range on the right.
4. Select “View.”
5. The system will display all transactions for the date range entered. You can print the statement or export to an Excel spreadsheet.

I am trying to transfer money, but the system won’t let me. What’s wrong?
Your e-wallet account cannot have a negative balance. Please check your balance to be sure you have enough money available to transfer. USANA customer service representatives can also view your e-wallet transaction history.

What if I forget my e-wallet password?
You can change your password using the link on the e-wallet login page. Our customer service team can also reset your e-wallet password. Contact us, and a customer service representative will verify your identity for security purposes and initiate a password reset. An e-mail with additional instructions will be sent to the e-mail address entered in your e-wallet account.

How do I change my email address in e-wallet?
It is easy to update your e-wallet information.

1. From your e-wallet account, click on “Edit Personal Details.”
2. Correct your personal information, including your e-mail address.
3. Click on “Update.”

USANA customer service can also update the e-mail address for your e-wallet account. A customer service representative will verify your identity for security purposes before making any changes to your account.

How do I change my e-wallet password?
From your e-wallet account:

1. Click on “Forgotten Your Password?”
2. An e-mail containing additional instructions will be sent to the e-mail address stored in your e-wallet account.
3. Enter the requested information and click “Update.”
4. You will be prompted to answer a random security question established when you opened the e-wallet account.

USANA’s customer service team can also reset your e-wallet password. Contact USANA, and a customer service representative will verify your identity for security purposes and initiate a password reset.

If I decide not to use e-wallet anymore, can I switch back to direct deposit?
Yes. Contact USANA and request your direct deposit account be set as “Auto Deposit.” Your next earned commission will be sent to your direct deposit account on file. If you do not have a direct deposit account set up with USANA, you will need to open one before you can receive commissions. Your e-wallet account will remain open until you close it or until the balance falls below the minimum requirement.

Is e-wallet secure?
Yes. USANA and Lightstorm are committed to keeping your information safe. During registration, you will be prompted to create and confirm a password and three security questions. The answers to these questions will be required to access your account or to change or reset your password.

Why am I being asked to deactivate my account?
Your e-wallet account must maintain a minimum balance to cover the monthly activity fee and transfer fees (see E-Wallet Fees for more information). If your account balance falls below this threshold, the system will prompt you to deactivate the account. If you wish to deactivate your account, follow the prompts and confirm the request. If the balance of the account is greater than fees that are due, you will be prompted to cash out the remaining balance before continuing. If the balance of the account is less than the fees that are due, the account will be reduced to a zero balance and deactivated.

What do the e-wallet fees pay for?
E-wallet is administered by a third-party service provider called Lightstorm. E-wallet fees cover administrative costs for this service.

Can I add non-USANA funds to my e-wallet account?
No. USANA e-wallet accounts do not allow for deposits from elsewhere.

How do I close my e-wallet account?
To close your e-wallet account, it must have a zero balance. Transfer your money out of e-wallet to another account, then e-mail helpdesk@lightstormglobal.com to tell them you’d like to close your account. Your message should include your USANA ID, the e-mail address associated with your e-wallet account, and your first and last name.

I have more questions. How do I contact customer service?
You may contact a customer service representative by e-mailing CustomerService@USANAinc.com or calling 1-888-954-9595.