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Our frequently asked questions service offers answers to common questions. If you don't find an answer, please contact our customer support and a representative will be able to assist you.

Getting Started

01. What is Qashout?

Accessing your commissions just got a whole lot easier! Qashout is a new and efficient electronic commission payment portal dedicated to QNET IRs.

Making it easy at the touch of your fingertips, you can receive commission payments from QNET in your Q Account and seamlessly transfer them to your Qashout account… from here, the world is yours! Deposit or wire funds straight into your Bank Accounts, no matter which Bank you use*! Plus, you get extremely competitive exchange rates when you use Bank Deposit!

Qashout is for IRs under the World Plan only and is not available in the selected countries or regions. Fees and availability are subject to change without prior notice

02. How is my Qashout account different from my Q Account? Why do I need it?

Your Qashout account has been designed to complement your Q Account. You now have a fully integrated ePayment system that starts with your commissions being paid to you by QNET into your Q Account and - via your Qashout account - ends with your money in your Bank Account via Bank Deposit with minimal fees! By introducing a Qashout account to work with your Q Account, you can access your own commissions in your own Bank Accounts with huge savings in bank and transfer fees, as well as extremely competitive exchange rates, when compared to the traditional Telegraphic Transfer (TT) fees and bank exchange rates. This makes your options even more global and ensures you don't need to pay huge fees to access your own commissions.

03. When will I be able to setup with a Qashout account?

Get ready… set… GO! You can set-up your account today! Just login to your Virtual Office (VO), click on ‘Go To Q Account’, and click the ‘My Qashout’ button in the top menu. You'll see a ‘Create Account’ drop-down submenu. Follow the instructions with a few quick clicks! Or, refer to your Qashout Quick Start Guide , available in your Qashout account, for a helpful walkthrough.

04. I am trying to create my account, but the registration details are incorrect and I can't edit them!

The registration details shown during the account creation process are taken from your QNET IR profile. This is to help ensure seamless integration of your Q Account with your Qashout account.

Therefore, if the registration details shown are not correct, please file a Customer Request Form from within your Virtual Office (VO) to update your Profile. Then, you can create your Qashout account with the updated registration details.
05. Do I have to provide the same email address as the one I have registered in my Q Account and QNET IR profile?

Yes, your email address must be identical. Your email address will already be a part of the un-editable registration details when you create your Qashout account. It cannot be changed unless you change your registered QNET email address, by filing a ‘Change Email Address’ Customer Request Form from within your Virtual Office (VO) to update your Profile.

06. What else do I need to do to use my Qashout account?

Once you have successfully created your Qashout account, you will be automatically taken to the Account Activation page. Follow the simple on-screen instructions, or refer to your Qashout Quick Start Guide, available in your Qashout account, for a helpful walkthrough.

Now, you are ready to Qashout! Access your Qashout account, transfer funds to your Bank Accounts, review your payments, download your payment history into Microsoft Excel, and more!

07. Is my Qashout password and Security Questions the same as those in my Q Account?

No, you will need to create a unique password for your Qashout account and new Security Questions and Answers. This is for the utmost security for your accounts, and therefore, your Qashout password and Security Questions and Answers are not the same as those you already have for your Q Account.

08. How do I login to my Qashout account?

You can always access your Qashout account from your Q Account at any time, from anywhere in the world. Your login is your IR ID Number and you need your unique Qashout password that you created when activating your Qashout account. Refer to your Qashout Quick Start Guide, available in your Qashout account, for a helpful walkthrough!

Fund Management

09. When will funds be loaded and available in my Qashout account each week?

You just need to manually Direct Load your desired amount of your commission from your Q Account to your Qashout account. Direct Loads will appear in your Qashout on every working days (HKT).

You may then transfer your funds to your own Bank Account by using the Cashout function under the Wallet Tools menu. It's that fast and simple! You can also refer to your Qashout Quick Start Guide, available in your Qashout account, for a helpful walkthrough!
10. What are the fees to use Qashout account, and how are they charged?

We ensure fees are kept to a minimum for this advanced ePayment portal… a small price for a big reward. Plus, your Qashout account is free to create!

A. Once you create your Qashout account from within your Q Account in your Virtual Office (VO), you pay a tiny monthly maintenance fee of USD 1… but ONLY if your registered Qashout account has a balance. That’s right! You don't pay if you don't use and you don’t have a balance in your Qashout account! The monthly maintenance fee is deducted from your Qashout account.

B. A Direct Load flat fee of USD 10 is charged for fund transfers from Q Account to Qashout account and is deducted from your Q Account at the time of the Direct Load.

C. Once your funds are received in your Qashout account, a USD 2 transfer fee would have already been deducted from your Direct Load amount to your Qashout account.

D. For bank deposits from your Qashout account to your Bank Account, fees vary from USD 3-USD 6, depending on the country of your Bank Account. Each transfer to any one (1) of up to your three (3) saved Bank Accounts will be charged this bank deposit fee.

The Fee Schedule for your Qashout account is as follows:

Description USD Fee1
Registration of Qashout Account FREE
Qashout Account Support and Maintenance $1 per month
Direct Load Fee from Q Account to Qashout Account $12 per transaction2
Bank Deposit3 $3 to $6 per transaction
Dormant Qashout Account Fee4 $5.00
Exception Processing5 As determined by QNET


1Foreign currency balances will be converted to United States Dollars (USD) at the exchange rate set by QNET from time to time.
2USD 10 will be charged in Q Account and USD 2 in Qashout account.
3Please login to the Qashout account to check countries available for this service. The fee might vary from country to country. Our banking partners also make frequent changes to their networks for regulatory and geopolitical reasons. IRs will see any updates reflected in their Qashout accounts.
4Assessed to the Qashout account if no transaction activity occurs for six (6) consecutive months to the extent funds up to USD 5.00 are reflected in the Qashout account’s balance field. Amounts owing do not carry forward.
5QNET may assess, on a cost recovery basis, return or reject fees incurred because incorrect account information is provided to QNET and/or its Services Provider.

11. Is there a limit to how much money I can transfer?

Yes, there is a limit of USD $14,000.00 per week for Direct Loads from your Q Account to your Qashout account. There is no minimum amount that you can transfer.

12. What Bank Account information do I need to provide and how many Bank Accounts can I register with my Qashout account?

All the banking information that is required can be located at the Cashout screen of your Qashout account. You can register a maximum total of up to three (3) of your own Bank Accounts in your Qashout account.

Think carefully about which Bank Accounts you want to save, as once you have registered three (3), you cannot add any more, even if you have deleted/removed one of your previously saved Bank Accounts (an edited Bank Account counts as one (1) of your three (3) allowed Bank Account registrations). This is for your security, and you must file a ‘Qashout Concerns’ Customer Request Form under Q Account Concerns should you need to register more Bank Accounts.
13. Can I edit the information of a Bank Account I have registered with my Qashout account?

Yes, simply log in to your Qashout account and click ‘Profile’, then click ‘Update’ beside ‘Financial Institution Information’. Select ‘Edit’ beside a previously saved Financial Institution, then update the information and click ‘Continue’. You then simply need to ‘Confirm’ the changes. However, please note that when you edit one of your Bank Accounts, it is counted as one (1) of your three (3) allowed Bank Account registrations. You can refer to your Qashout Quick Start Guide, available in your Qashout account, for a helpful walkthrough! If you do not know some of the requested information, simply contact your Financial Institution to get the details.

14. Can I transfer funds to a third party, such as my friend, family member?

No, you can only transfer funds to your own Bank Account. Also, Joint Bank Accounts are not allowed; the Bank Account must be in your name only.

15. Can I automate my cashouts from my Qashout account to my Bank Account?

Yes! It's easy. In your Wallet Tools, just click the ‘Cashout’ link, and select Option 2: Automated Cashout. For Automated Cashout to work, you must save your banking information in your Qashout account during your first cashout. Just follow the easy instructions on-screen, or refer to your Qashout Quick Start Guide, available in your Qashout account, for a helpful walkthrough!

16. If I cashout funds from my Qashout account to my Bank Account, how long does it take from my funds to be available in my Bank Account?

Not long at all! After cashout, your funds should typically arrive in your Bank Account within one-two (1-2) business days, however depending on your Financial Institution, some require up to four (4) business days to process.

In the event that there was a problem with the banking information you provided, your money will typically be returned to your Qashout account within 4 (four) business days. Please keep in mind that your Financial Institution may charge you a non-refundable administration fee if you provided incorrect information.

In the rare even that after this time, your funds have neither been posted to your Bank Account nor been returned to your Qashout account, please file a ‘Qashout Concerns’ Customer Request Form under Q Account Concerns to initiate a trace to locate your transaction.
17. What should I do if I did not receive my transferred funds?

Some transfers may take up to four (4) business days to process. Please contact us immediately if you do not receive the transferred funds after (4) business days and we will check whether you have provided correct bank details to us. A fee of USD 50 may be charged if a bank investigation is required.

18. How am I notified of commission payments from my Q Account into my Qashout account?

If you provide your email address during your Qashout account activation, you will automatically be sent an email notification whenever your account is loaded with a commission payment from your Q Account.

19. Am I able to stop or reverse any of my transactions from Q Account to my Qashout account, or from my Qashout account to my Bank Account?

If the transaction has been processed, it cannot be recalled. Please kindly file a ‘Qashout Concerns’ Customer Request Form under Q Account Concerns for assistance. Please note that it is not guaranteed that all recall requests can be fulfilled.

20. What is the difference between the two cash out options for Russian IRs?

There are two cash out options for Russian IRs: Bank deposit and QNET Prepaid Card.

The bank deposit option is a low-cost option for only USD 6 per transaction. This is a Russian Ruble transaction and will be subject to a 13% government withholding tax on commission payments to individuals, as per the Russian Tax Code. When registering your bank account details for the first time, you will be required to provide bank account and passport information, your Tax ID and a few other pieces of information. The tax will then be paid directly to the government on your behalf.

The QNET Prepaid Card cash out option costs USD 10 per card. This is a US dollar transaction and there is no withholding tax for this transaction.

Account Management

21. How can I access and view my Qashout balance and transaction history in my Qashout account?
Life made easy. You can view your Qashout account balance at any time by logging into your Qashout account and viewing the balances posted next to the flag icons, which indicate the various currencies you currently hold in your Qashout account.
To view your complete transaction history, click ‘Transactions’ in your Wallet Menu. You can refer to your Qashout Quick Start Guide, available in your Qashout account, for a helpful walkthrough!
22. What do I do if I forget my password?
Just click ‘Forgot Password’ when you try to login to your Qashout account, and you will then be asked to enter the same email address that you registered with your Qashout account. An email will be sent to you, containing a link to a new page where you will be asked to enter your two Security Questions that you created for your Qashout account. Once you answer these questions successfully, you will be able to set a new password.

If you didn't include your email address when you activated your Qashout account… no problem! You can simply file a ‘Qashout Concerns’ Customer Request Form under Q Account Concerns for assistance
23. Can I change the password for my Qashout account?
Yes, simply login to your Qashout account and click ‘Profile’, then click ‘Update Password’. Enter your existing password, and then re-enter it to confirm. Please note that passwords must be 6-15 characters in length and may use any combination of letters, numbers and symbols. Keep in mind that your password is case sensitive.
24. Why does Qashout need my birth date?
As a money services provider, Qashout is required for regulatory reasons to collect the dates of birth of all account holders.
25. Am I able to cancel my Qashout account? If so, can I do it at any time and will I be charged a fee?
Yes, you can cancel your Qashout account at any time by filing a ‘Qashout Concerns’ Customer Request Form under Q Account Concerns. Before you do this, you are advised to Cashout any funds remaining in your Qashout account to avoid any charge. If you cancel your account while you still have funds remaining, you will be charged a USD 5 processing fee, which will be deducted from your Q Account.
26. How secure is Qashout?
Security and protection for every action and transaction you make. Qashout uses the industry standard of 128-bit SSL encryption as well as multiple firewalls to protect the transmission and storage of your personal and banking information. This is the same standard of security employed by other reputable Financial Institutions.

Mobile App Management

27. How do I get the Qashout Mobile App on my smartphone?
You can download the app from your smartphone’s app store.
  • iPhone users can download the app from iTunes
  • Android phone users can download the app from the Google Play Store
You can also download the app by visiting on your smartphone’s browser.
28. Is the Qashout Mobile App free to download?
Yes, it’s free to download!

Please note: While the app is free to download, using it on your smartphone is subject to the regular data usage charges of your mobile service provider. Qashout is not responsible for such charges.
29. How do I start using Qashout?

Check out the Qashout Mobile App – Getting Started Guide in your Virtual Office for step-by-step instructions on how to set up your Qashout Mobile App, so you can transfer and manage your QNET commission payments quickly and conveniently while on the go!

For more information, please visit the Qashout website

30. How do I change my bank account information?

You can change your bank account information by visiting the Qashout website

31. How do I register my bank account with Qashout?

You can register your bank account information by visiting the Qashout website For more information, be sure to check the Qashout Mobile App – Getting Started Guide in your Virtual Office and visit

Qashout Payment Option in eStore

32. How do I use Qashout Payment?
When purchasing product online through the QNET eStore, select Qashout as your payment method. The amount will be automatically deducted from your Qashout account and put towards your purchase. Please note you must have sufficient funds in your Qashout account to pay for the full amount. You will not be able to make a partial payment or a split tender payment with Qashout Payment.
33. Is there any fee associated with Qashout Payment?
No, it is free of charge.
34. What is Qashout Payment?
Qashout Payment is a merchant payment collection feature that allows IRs to purchase QNET product from the eStore using commission funds in your Qashout account.

QNET Prepaid MasterCard

35. How do I view the Cardholder Agreement?

Please refer to your Cardholder Agreement received with your card or online through the following link: Cardholder Agreement

36. How can I obtain a QNET Prepaid MasterCard?

You will see a “Request Card” icon on the left-hand side of your Qashout Pay Portal. Click on this icon, ensure that your Profile information and shipping details are complete and accurate, and submit your request. Please refer to Qashout Services Availability page to view the available country list.

MasterCard® and the MasterCard Brand Mark are registered trademark of MasterCard International Incorporated. The QNET Prepaid MasterCard is issued by Transact Payments Limited pursuant to licence by MasterCard International Incorporated.

Transact Payments Limited is authorized and regulated by the Financial Services Commission, Gibraltar.

How long does it take for the card to arrive after I request it?

Delivery times vary depending on the country. We estimate it will take anywhere from 1-3 weeks.


What should I do if the card doesn't arrive within the normal delivery timeframe?

If you do not receive your card within the delivery times listed above, please contact Customer Support at Worldwide: 1-604-629-5944 to inquire between the hours of 8am and 5pm Pacific Time (11am-8pm Eastern Time), Monday-Friday. Please note that telephone calls can be subject to international long distance rates.

What are the benefits of using the QNET Prepaid MasterCard?

  • Load your card instantly using your commission payments.
  • Shop everywhere you see the MasterCard Acceptance Mark.
  • Withdraw cash at more than 1 million ATMs worldwide
  • View your card balance and statement online or from your mobile phone.

Do I need to activate this card? How?

Once you receive your card in the mail, you may activate the card by calling the telephone number listed on the back of the card and following the voice prompts for card activation or you may activate online at Please log in to your Qashout account online, click on the “Activate Card” link, and follow the on-screen instructions. You will not be able to use your card until you have activated your card by accepting the Cardholder Agreement.

*Please note that telephone calls can be subject to international long distance rates.


How will I get my card’s PIN code?

Once you receive your card in the mail, please log in to your Qashout account online, click on the “Activate Card” link, and follow the on-screen instructions. There you will be presented with a PIN for your card. You may also call the number on the back of the card to activate your card.

How can I change my PIN code?

You may only change your PIN at ATM’s that support this capability. Due to the fact that your card contains a special chip, PIN’s may not be changed over the phone or online.

How many cards can be attached per Qashout account?

Each Pay Portal may have one primary cardholder and one secondary cardholder. Both cardholders access the same card balance.

Can the card be in different person’s name than my own?

The primary prepaid card can only be issued in the name of the registered owner of the Qashout account. There is no restriction on the cardholder name for the secondary card.

Can the card be in the name of my business?

Unfortunately not. Prepaid cards may be issued in the name of an individual only.

37. What are the cardholder fees?

Please refer to your Cardholder Agreement received with your card or online through the following link: Cardholder Agreement

38. Using your QNET Prepaid MasterCard

How can I get money onto the card?

Once you have activated your card, you can load funds from your Qashout account balance onto the prepaid card by clicking on Prepaid Card in your Qashout account menu, then selecting Load Prepaid Card from the prepaid card dashboard. Funds loaded in this way will be available to use on your card immediately. You can also load your card via the mobile applications.

Where can I use the card?

You can use your QNET Prepaid MasterCard® to make purchases from any merchant that displays the MasterCard Acceptance Mark, including online (except for online gambling merchants).
Please note that some merchants such as gas stations or rental car agencies may have a policy to not accept prepaid cards. This is a merchant-specific policy.

How can I obtain my card balance?

There are four ways you can check your card balance:

  1. By logging into your online Qashout account the funds available on your prepaid card will be displayed next to the MasterCard® brand mark.
  2. Using your smartphone, find and download the Qashout mobile app from iTunes or Google play!
  3. By calling Worldwide: 1-604-629-5944 and selecting the option to obtain your card balance. Please note that telephone calls can be subject to international long distance rates.
  4. By consulting an ATM.

How long does it take for my transaction history to update with my card transactions?

Your QNET Prepaid MasterCard transaction history will be updated with your card transactions a few moments after the card processor receives the transaction information. Please note that not all merchants may immediately submit their card transactions for processing, so you may not see the transactions in your history right away.

Can I use the card to withdraw cash at an ATM? If so, which symbols should I look for on the ATM?

You can use your prepaid card to make cash withdrawals at any ATM bearing the MasterCard Acceptance Mark.

Can I use the card outside of my home country?

Yes. However, please note that if you make a purchase or withdrawal in a currency other than the currency in which your card was issued ( i.e. USD ), a foreign currency conversion fee of 3% of the transaction amount will be assessed.

Can I view my card balance and transactions on the mobile application?

You can view your card balance and history by logging into your account on your mobile application.

What is the maximum balance my card can carry?

The maximum card balance for your prepaid MasterCard at any one time is USD 14,000.

What limits is my card subject to?

Your prepaid card is subject to transaction limits as listed below:

Transaction Limits :

Transaction TypeFrequencyMinimum Amount
(per transaction)
Maximum Amount
(per day)
Card Load
10 per day
USD 10
USD 5,000
ATM Withdrawal
4 per day
USD 20
USD 600
POS Purchase
10 per day
USD 3,500
Over the counter Withdrawal
1 per day
USD 20
USD 3,500

+The maximum amount that can be transferred to the MasterCard in a single transaction is USD 3,500.

39. Problems with your QNET Prepaid MasterCard
What should I do if I forget my PIN?

If you have not changed the PIN originally assigned to you when you received the card, you can retrieve your PIN by logging into your Qashout account and selecting Prepaid Card from the main menu and then Get PIN. If you have changed your PIN at an ATM you will need to request a replacement card be mailed to you.

What should I do if my QNET Prepaid MasterCard is lost or stolen?

If your card is lost or stolen, please immediately call  +1 (604) 629-5944  to report it, any time of day and any day of the week. Our agents can then assist you by cancelling the card and issuing a new one for you. Please note that telephone calls can be subject to international long distance rates.

What do I do if I don't recognize the merchant listed on my statement?

Some merchants may bill under a name other than their operating name or bill from a state different from where you made your purchase. If you still have questions about the transaction, please contact the merchant directly.

What is a prepaid MasterCard® card dispute?

If you believe that a prepaid MasterCard® card transaction has been posted to your account in error, you may submit a prepaid card dispute within 120 days of the date that appears on the transaction statement or receipt. Under MasterCard UK Domestic Rule 6.0.1, disputes are not permitted where the transaction amount is less than £10 ( $15.5 USD ) except for known fraudulent transactions.

What happens after I submit my dispute?

After we confirm your dispute claim, we may need to contact the merchant and their bank regarding the disputed transaction. In some cases, we may contact you again via mail if we need more information. We process disputes according procedures outlined in your prepaid card agreement.

What should I do before I submit a prepaid MasterCard® card dispute?

A quick call to the merchant can often answer your questions and easily resolve your transaction dispute. However, if this is not resolved, you may want to submit a dispute.

How long will it take to be reimbursed for unauthorized charges?

Approximately 45 – 60 days.

How can I check on the status of my dispute?

Call +1 (604) 629-5944. Please note that telephone calls can be subject to international long distance rates.

What are contactless payments?

Contactless payments use short-range wireless technology to securely complete payments between contactless cards and contactless-enabled checkout terminals. It’s a fast, easy, and secure way to pay for goods and services.

A contactless card is a chip card that has a near-field communication (NFC) antenna which enables close-range payments.

When you tap your contactless card at the contactless-enabled checkout terminal, your payment is sent for authorization.

A simple tap of your card is all it takes to pay at checkout!

How do I know if my card is contactless?

If you see the contactless symbol on your card, it means the card comes with contactless technology.

Which cards are related to this service?

All Qashout prepaid Mastercards issued by Transact Payments Limited.

How do I use my contactless card?

You do not need to swipe or insert your contactless card into the POS terminal when paying. To make a purchase, simply tap the card on the payment reader at the checkout of participating retail locations. A beep will indicate that your card has been detected and a payment is being authorized.

Where can I make contactless payments?

Anywhere you see the contactless symbol at checkout, you can tap to pay. This includes fast food restaurants, gas stations, convenience stores, pharmacies, stadiums and more.

If you don't see the symbol, your contactless-enabled card can still be used by inserting or swiping it at checkout.

How does contactless technology benefit me?

It’s faster, easier, and more secure than other payment methods:

  • You don’t have to enter your PIN for payments of €50 and under, or at unattended car parks and transport terminals. However, you will be prompted to enter your PIN on your fifth consecutive contactless transaction or when the cumulative amount spent reaches €150.
  • You’re in control because your card never leaves your hand when you make a payment.
  • Your contactless card is always on and ready to use.

What happens if I try to make a contactless payment for more than the contactless limit?

You will be asked to make a chip and PIN transaction for additional security.

How close does the "tap" have to be to the checkout reader?

When you tap your card/device at checkout, it must be within an inch or two of the contactless symbol on the terminal. Please note that if you have more than one contactless card in your wallet, you should remove the card you would like to pay with rather than tapping your wallet against the reader.

How will purchases appear on my transaction history?

Purchases made with your contactless card will be displayed on your transaction history just like any other purchase.

Are there any fees for paying with my contactless card?

No, there are no additional fees. Quick Start Guide

40. Where can I access the Quick Start Guide?

Service Availability By Country

41. service availability by country

Our frequently asked questions service offers answers to common questions. If you don't find an answer, please contact our 24/7 Multilingual Contact Centre as follow:


All languages : +603 7949 8288

Toll-Free Numbers*

Hong Kong : 800 933 691
India : 000 800 600 1144
  : 000 800 100 7022
Indonesia : 001 803 601 923
Malaysia : 1 800 880 983
Philippines : 1 800 1 601 0053
Saudi Arabia : 800 860 1806
Singapore : 800 601 1425
Sweden : 020 795 050
Taiwan : 00801 601 347
Thailand : 001 800 060 102
Turkey* : +90 212 414 1780
UAE : 800 0600 212
USA : 1 866 578 6077

*All calls are free-of-charge when made from within the stated country, with the exception of Turkey, which is charged at local call rates (international call rates apply for calls made from outside Turkey).

If your inquiry is in regards to a specific transaction, please provide a detailed description of the transaction you were attempting. You may log into your Virtual Office and file a CRF under Q Account Concerns – Qashout Concerns, or email to Global Support Centre (GSC) at [email protected]

Email Support

Please make sure you are logged in to Qashout so we can verify your identity and ensure a fast response to your inquiry. You can reach us by email at [email protected] or by using the form below. Include your IR ID and email address used when registering with QNet in all correspondence.