• If you need to reschedule or get information about your flight, fees or luggage, please reach out to Swoop Support via message at https://help.flyswoop.com/support/home.
• For Disputes with a claim amount or currency, please email: travellersupport@flyswoop.com, a Swoop agent will contact you.

Please note that Swoop Pay Portal Support (Hyperwallet) can only assist with payment related inquiries and NOT with information about your flight, fees or luggage.

There are two ways to verify the payment account:

1. Enter the last 10 digits of the telephone number you provided to Swoop when making your claim. For example, if your telephone number is 1888 123 4567 you would enter 8881234567 with no spaces.
2. Enter the Guest ID. This is the number that Swoop provided to you while the agent was assisting you with your claim.

These details will be sent in a separate email from Swoop once we have confirmed the amount of your claim and the currency with you.

Account access is only available for virtual prepaid cardholders.

To log in to the Pay Portal:

1. Enter your Login ID and Password in the Login screen.
2. Click on Sign In.

You will receive an email to your inbox once you receive a payment. Click on the link in the email to begin your funds transfer process.

You will be directed to a page where you can select your preferred transfer method.

Depending on the transfer method, additional information might be required in order to successfully transfer.

Guests can have their funds sent quickly to their preferred payout method (local bank deposits, CAD and USD virtual pre-paid cards, PayPal, and MoneyGram).

If the email you received to Claim Payment has the wrong amount or currency, please click on the Email tab and send a message to Swoop. One of our agents will be happy to assist you.

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:

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.

The Receipt ID is a record of the transaction which can be referenced when contacting customer support.

Our goal is to send your funds to you as quickly as possible. However, once the transfer has cleared our systems, processing times can vary according to the receiving bank and any intermediary financial institutions involved in the transaction. Depending on your country and region, some transfers may take longer than others to be received.

If you have initiated multiple transfers from your Pay Portal, you will receive separate cash out notifications for each transfer.

When a payment is initiated, the amount transferred from your Pay Portal will be deducted, along with a transfer fee (if applicable). In the case of wire transfers, the recipient bank may impose processing fees which will be deducted from your balance.

Please refer to the Email and Telephone Support tabs at the top of the page.