E-wallet FAQ

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

Can I still get paid via direct deposit?
Absolutely! Associates choose either e-wallet or direct deposit as their preferred method of payment. E-wallet is an alternative way to get paid that offers many benefits, but you can choose to continue receiving commissions via direct deposit.  Contact USANA at CustomerServicePH@USANAinc.com or (02) 858-4500 and ask a customer service representative to set your direct deposit account to “auto deposit” or “both.” Your commissions will be sent to your direct deposit account regardless of whether you have an e-wallet account.

Can I use e-wallet to pay for USANA Autoship orders?
Yes! Contact USANA at CustomerServicePH@USANAinc.com or (02) 858-4500 and request to use e-wallet as the preferred method of payment for USANA Autoship orders. Please remember that you must have sufficient funds in your account to use this option. Your e-wallet account cannot go negative.

Can I use e-wallet to pay for USANA products?
Yes. Shop online, as usual, for USANA products. At the check-out, select e-wallet as the payment option and provide your account details as requested. Review your order and account details and if they are correct click “confirm.”

Can I use e-wallet to pay for any products or services?
E-wallet can be used to pay for Autoship orders and USANA products. To pay for other products or services, transfer money from your e-wallet account to any bank or card account.  Use money from the bank or card account to pay for any products or services.

How do I access my e-wallet account?
After you create an e-wallet account, you can access it via a link on USANAtoday.com. 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 begin receiving commissions in my e-wallet account?
Receiving commission payments in your e-wallet account is easy. First, open your e-wallet account using the sign-up link on USANAtoday.com. If you do not have a direct-deposit account on file with USANA, commission payments will automatically be sent to your new e-wallet account after you open it. If you have an existing direct-deposit account please contact USANA at CustomerServicePH@USANAinc.com or (02) 858-4500 and request that your direct deposit account is set as “auto pay” only.

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 and contact USANA at CustomerServicePH@USANAinc.com or (02) 858-4500 to talk to a customer service representative.

How do I continue receiving commissions via direct deposit?
If you are currently 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 know how much money is in my e-wallet account?
The Lightstorm system will send an e-mail notification whenever a commission is deposited in your account. Plus, it is easy to check your balance and transactions. Click on the option called “Transaction Statement” in your e-wallet account and select the currency/country combination. Select a pre-set period of time from the drop-down menu on the left or enter the desired date range on the right. Click on “View.” The system will display all the transactions for the date range entered. You can print the statement or export a spreadsheet.

How do I open an e-wallet account?
Use the link to open an e-wallet account. To start the sign-up process, click on the link and you will be directed to a registration page. Provide the requested information and follow the instructions. During the registration process you will be asked to provide your first and last name, physical address, e-mail address, phone number, and date of birth. Verify your information is correct and click “Submit.” You will receive an e-mail to activate your account. Enter and confirm a new password for the e-wallet account. 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 enter and confirm three security questions. The security questions prohibit unauthorized access to your e-wallet account. Once you have confirmed your password and security questions, the account will be activated and you will receive an e-mail with additional details. Keep this e-mail in a safe place for future reference.

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 at CustomerServicePH@USANAinc.com or (02) 858-4500 and request that your direct deposit account be set as “auto pay”only.

How do I use my e-wallet account?
The e-wallet account offers flexibility and control to users. You can transfer money into and out of the account, use the account to pay for USANA Autoship 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 In” or “Cash Out.”
3. Enter the details for the requested transfer.
4. Review the details and if they are correct, click “Confirm.” 
5. The next screen will provide a receipt and the transaction details.

To pay for USANA Autoship orders:
Contact USANA at CustomerServicePH@USANAinc.com or (02) 858-4500 and request to use e-wallet as the preferred method of payment for USANA Autoship orders. Please remember that you must have sufficient funds in your account to use this option. Your e-wallet account cannot go negative.

To pay for USANA products:

1. Shop online as usual for USANA products.
2. At the check-out, select e-wallet as the payment option.
3. Provide your account details as requested.
4. Review your order and account details and if they are correct click “Confirm.”

To view your balance and transaction history:

1. From your e-wallet account, click on “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 the transactions for the date range entered.  You can print the statement or export an Excel spreadsheet.

I am trying to transfer money, but the system won’t let me.
Your e-wallet account cannot go negative. Please check your balance anchor for to be sure you have enough money available to transfer. USANA customer service representatives can also view your e-wallet transaction history. If you need assistance please contact USANA at CustomerServicePH@USANAinc.com or (02) 858-4500.

I forgot my password for e-wallet.
USANA customer service can reset your e-wallet password. Contact USANA at CustomerServicePH@USANAinc.com or (02) 858-4500 and a customer service representative will verify your identity for security purposes and initiate a password reset. An email with additional instructions will be sent to the email address entered in your e-wallet account. You can also change your password using the link on the Lightstorm login page.

I need to change my e-mail 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.

I want to change my e-wallet password.
To update your password:

1. From your e-wallet account, 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 on “Update.”
4. You will be prompted to answer a random security question established when you opened the e-wallet account.

USANA customer service can also reset your e-wallet password. Contact USANA at CustomerServicePH@USANAinc.com or (02) 858-4500 and 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?
Absolutely. Contact USANA at CustomerServicePH@USANAinc.com or (02) 858-4500 and request that your direct deposit account be set as “auto deposit” or “both.” 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.

If I don’t have a bank account, debit or credit card, can I use e-wallet?
Yes. USANA has partnered with Lightstorm to provide cards to Associates that do not have bank accounts. These cards will allow easy access to e-wallet funds, but cannot carry a negative balance, so you can only spend as much money as you have in your account. They are NOT credit cards. Open an e-wallet account and contact USANA at CustomerServicePH@USANAinc.com or (02) 858-4500 to talk to a customer service representative for help opening a card account. Commissions sent to your e-wallet account can be transferred to the Lightstorm card.

Is e-wallet secure?
Absolutely! USANA and Lightstorm are very concerned about 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.

May I transfer money to local debit or credit cards?
Yes. E-wallet works with local debit or credit cards. The debit or credit cards must be linked to an account (funds cannot be transferred to generic gift cards) and funds transferred to a local card will be issued in local currency.

Why am I being asked to deactivate my account?
The e-wallet account must maintain a minimum balance to cover the monthly activity fee and transfer fees (see the Fee section for more information). If the account balance falls below this threshold, the system will prompt you to deactivate the account. If you wish to keep the account open, simply transfer funds into the account. If you wish to deactivate the 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 fees that are due, the account is reduced to a zero balance and deactivated.

What do the e-wallet fees pay for?
The e-wallet is administered by a third party service provider called Lightstorm. The fees are based on Lightstorm’s requirements and were negotiated by USANA. We do not receive these fees, nor do we benefit financially from your use of an e-wallet account.