The information asked is for us to secure your information that we only discussed or provide information to the right person. 1218 HIPAA (any 3 of the following) Biller name: Payer name: Payer address: Payment Amount: Last 4 digits of payment method: Date of birth of Patient on bill statement: bank 3-5 bsd/ since we will initate a transfer to create a virtual card VC- 24 hrs the transaction failed, which means the payment didn't go through, contact ur bank and send us a screenshot for the charge and your bank statement. User is able to edit the payment method used for their subscription by doing the following: In the App, go to: 1. Account tab 2. Privacy Protection Plan 3. Payment Method (click to Edit) Here's a video we can provide to the user to show the process: ***************************************************** To give you a brief overview, the Privacy Protection Plan is an added layer of security designed to help protect your card details and personal information when paying bills online. It minimizes the risk of data breaches and unauthorized access, especially during digital transactions. **************************************************** Our service automatically scans over 100 data brokers to detect any exposure of the user's information. Should any personal details be found exposed, our product automatically sends a removal request to the relevant sites. All we require is your name, age, and location before we get to work protecting your sensitive data! Privacy Protection subscribers can view their scanning and removal status in the Privacy tab in the Papaya Pay app. *************************************************** We’d like to quickly remind you of the benefits this plan provided. Papaya’s Privacy Protection helps safeguard your personal information by scanning over 100 data brokers for any exposure of your data. If any personal details are found, our system automatically sends removal requests to the relevant sites—keeping your information private and secure. ***************************************************** You can always view your scan and removal history in the Privacy tab of the Papaya Pay app. leave bill note for declined bill bill note: user requested cancelation click: not paid other I’m sorry to hear that you’ve had trouble connecting by phone regarding your bill. Papaya Pay is a third-party bill payment service that helps facilitate bill payment processes for various types of bills. We accept bill submissions through the Papaya Pay app and our website. WHAT IS PAPAYA? Papaya Pay is a third-party bill pay service. With Papaya Pay, you now have the power to seamlessly pay your bills directly from our app (https://papayapay.com/) or website (https://www.papayapay.com/webpay) making bill payments faster, simpler, and more convenient than ever before. It is our mission to alleviate the stress and anxiety of paying your bills, so our users can upload any bill statement (paper and electronic) from medical, utility, car payment, mortgage and more. I hope this information has been helpful! Please let me know if I can provide any further information or assistance! ************************************************************* A user claims they will be disconnected for non-payment of a utility and asks if Papaya can pay immediately. Draft a brief response you could use. Answer: What I can do is escalate this to our internal team for prioritization. However, please note that this does not guarantee the bill will be paid immediately We should also educate users about our standard timeframe and let users know that they have the option to settle the payment with the biller directly. ******************************************************** (IF PAPAYA PRIVACY) I'll be happy to assist you with this, I'll take a quick look at your account so I can make sure Im giving you the right information ******************************************************** card - 2 - 3 days bank - 3 - 5 days operator 7 to 10 days ******************************************************** technically to safeguard your personal information when paying bill payments online ******************************************************** you can check this in your bank statement because we normally send out a welcome email to you for subscribing to the privacy protection plan ******************************************************** I dont recall this Do you remember paying a bill online? according to our record, you paid a medical bill and at that time, this privacy protection was offered to you. ******************************************************** Upon checking, the reason your bill was declined is that our system determined that the document submitted is not a valid invoice. To avoid further delays, we recommend paying your bill directly through your biller. ******************************************************** Please note that Papaya is a third-party bill payment service. We are not a lender, and we do not offer split-payment options. ******************************************************** Papaya is a third-party service that only facilitates bill payments. We do not currently offer financing or payment plans, and we are also not a payment lender. This means that you will be charged for the payment amount you choose to submit once the payment is processed by the biller. However, it’s important to note that we do not act as a payment lender, and we don't pay bills on behalf of users with the expectation of repayment later. Payments made to your provider are charged directly to your preferred payment method (bank account, credit card, or debit card). If your biller accepts partial payments, you can make smaller payments through Papaya Pay. You simply enter the amount you wish to pay and submit it. You can continue making payments until the balance is fully cleared. ******************************************************** the payment method that they use for paying the bill is the same payment method that we use in charging them for the subscription. ******************************************************** As to avoid signing up for our subscription in the future, please watch out for an offering after paying a bill online and click “X” if you do not wish to enroll. ******************************************************** FREEMIUM: As per checking in the system, you are on our Free privacy Plan. As per your request, I have successfully canceled it. Since this is a free plan with no charges at any time, may I ask what's prompting you you to cancel? ******************************************************** SUBMITTED TWO BILL, WILL THEY BE CHARGED Firstly, we received two bill submissions. One was declined, while the other was successfully processed. Therefore, you should only see one charge for this payment. If you believe you were charged twice, please check your bank statement to verify the transactions. Since this was a card payment, the charge may appear under your biller's name, (BILLER'S NAME). ******************************************************** Please note that the charge appearing on your account would come directly from your biller as the payment has already been submitted and processed successfully. ******************************************************** we don't accept payments over the phone, since we handle multiple provider and to ensure that we are providing the right information, I recommend that you check your bill statement as I am not seeing any information since no bill is submitted yet ******************************************************** we can do the cancellation on our end , but I need your information so I can locate your subscription. ******************************************************** We sincerely apologize for the inconvenience and frustration these charges may have caused. ******************************************************** Our goal is to help stop any future charges as quickly as possible. To do that, we first need to locate the active subscription associated with your information. Your cooperation is essential in this process, as it will allow us to identify the correct account and proceed with the cancellation. Once we can verify the subscription details, we will take the necessary steps to cancel the subscription and prevent further charges. ******************************************************** I'm really sorry for what happened, but right now I could not help you if I could not locate your email address. If you're not comfortable with providing your information, what I would do is i will send you a magic link for you to do the, cancellation on your end. We’re a remote company, but our headquarters is in California. I already cancelled the bil for you, but just to set proper expectations, since this bill is under processing transfer of funds, there will be a possibility that you might be charge for this but don't worry, it will be refunded to you. ******************************************************** Did you receive an email confirmation regarding the subscription? we have not located any account associated with the information provided to you, for some reason you receive a welcome email from Ppapya, can you send us a screenshot. ************************************************************* USER INSISTED THEY WERE CHARGED, THEY ONLY HAVE AN ACCOUNT WITH PAPAYA BUT NO SUBSCRIPTION. we were unable to locate any account associated with the information provided. At this time, it appears there is no active account or subscription under your details. However, if you have received a welcome email from Papaya, could you please share a screenshot with us? This will help us investigate further and ensure we identify the correct account, if one exists. For now, we do not see any account linked to your information in our system. We appreciate your cooperation and are happy to assist you further once we receive the requested details. ******************************************************** ask the user's billing address i will check why did the refund fail and I'll escalate this to our internal team Virtual cards are created after we transfer funds from users' ACH accounts and debit cards to Papaya. Once transfers are completed, virtual cards are created automatically. On the Admin Home Page, you will see 'Has VC' along with the user's original payment method. IF na cancel ang bill then VC, double check if na refund na. we charge the user, if mo create tag vc. but the bill was not paid, refund will be process automatically. Although a charge has been applied for VC, if the status shows “Funds Transfer Initiated,” we will not be able to cancel the bill at this stage. We will need to wait for the VC to be created so that the refund can be processed accordingly. For the other bill you have been charge, for us to create a one time card, for the bill you submitted, its still in process, it usually take 3-5 bsd to settle, and once it settle I will process the cancellation. ANd issue a refund Upon reviewing our records, we found that your bill submission dated 06/11/2026 has been declined. The bill image provided does not contain sufficient information to process the payment. We kindly ask that you resubmit a clear and complete image of your bill, ensuring that all required details are visible so the payment can be processed without delay. Please make sure your bill includes the following information: Owed amount Biller’s name, address, and contact information Payer’s name and address Account number Once you resubmit the complete document, we will be happy to proceed with the review and processing of your payment. ******************************************************** bot: Papaya does not act as a payment lender and does not pay bills on behalf of users to be paid back later. Instead, we process payments directly from your selected payment method (e.g., bank account, credit card) to the provider. If (AMOUNT) was deducted, it would have been for a payment you authorized through the app. If you intended to make a partial payment or believe there was an error, you can: Check the "My Bills" tab in the app to review the payment details. If the payment was incorrect or unintended, you can cancel it if it hasn’t been processed yet. If the payment has already been processed, you may need to contact the provider directly or email help@ppaya.com for further assistance. user: How long will it take to cancel? bot: If the payment has not yet been paid out to the provider, cancellation can be processed immediately through the Papaya app. However, since your request has been escalated to our support team, the timeline will depend on their review and action. Refunds for canceled payments typically settle in 2–3 business days for credit card submissions and 3–5 business days for bank account submissions. ************************************************************* when canceling a bill where funds are currently being transferred, you can let the user know that an auto-refund will be initiated once the funds have settled. There's no need to escalate. I’m very sorry for your loss. Please accept my condolences. I can certainly help you with the cancellation. ************************************************************* If the user is hesitant to provide the information, advise them to check their spam or junk folder for the welcome email we sent for Papaya Privacy Protection. Allow the user to finish speaking before responding or explaining further. Always remain calm, empathetic, and professional when communicating with the user. Practice active listening at all times. ************************************************************* WE ARE PAPAYA PAYMENTS, WE ARE A THIRD PARTY BILL PAYMENT SERVICE AND WE HELP OUR USERS PROCESS BILL PAYMENTS ON THEIR BEHALF. ADDITIONALLY, WE ALSO HAVE A PAPAYA PRIVACY PROTECTION, WHICH IS A DATA SECURITY THAT WOULD SCAN ANY OF YOUR PERSONAL DATA THAT IS EXPOSED ONLINE AND AUTOMATICALLY REMOVED IT FOR YOU. WHAT WE DO? DIGITAL PRESENTMENT AND YOU MIGHT HAVE COME ACROSS OUR PRIVACY PROTECTION DO YOU REMEMBER ADDING AN EMAIL ADDRESS AFTER THE BILL PAY PROCESS. And as per checking our system, this was offered to you after you paid your bill online and appeared as an advertisement, but this is completely optional and it's not mandatory for bill payment but once you clicked the 'Continue' button that's when the subscription was activated. ************************************************************* We are Papaya Payments, a third-party bill payment service that partners with providers to process bill payments through our platform. And we help people pay conveniently. The text message you received is part of a Digital Presentment (text-to-pay) service used by your provider for billing notifications and payment reminders. If you paid using the link sent via text, you may have been offered Privacy Protection during that process. Enrollment happens when payment is completed and an email address is entered or confirmed, which activates the service. Based on your mention of receiving a test message, the subscription may have been successfully enrolled and activated at that time. ************************************************************* Did you receive an email from us? We only send a welcome email when the subscription is activated. ************************************************************* I understand your frustration, and I’m here to help get this resolved. I hear your concern, and I want to make sure we address it properly. Let’s work through this together so we can get you a clear answer. I can see why this is upsetting, and I’ll do my best to clarify everything for you. I’m here to help, and we’ll take this step by step. I understand this isn’t ideal, and I appreciate your patience while we sort it out. Let’s focus on getting this resolved for you as quickly as possible. I hear what you’re saying, and I want to make sure we look into it carefully. I understand the concern, and I’ll do everything I can to assist you. Let’s slow this down and go through the details together. I want to make sure we fully understand what happened so we can help you properly. I understand how this could be frustrating, and I’m here to support you. Let’s get this sorted out in a way that works for you. I appreciate you bringing this to us—let’s get it resolved. I’m going to help you get clarity on this right away. ***************************************************************** We understand this may be confusing, especially if you saw the charge appear on your account. However, since the payment was declined before it could be completed, the funds were never collected by us. If you are seeing a pending charge, it is typically a temporary authorization that your bank will automatically remove according to their processing timelines. if the pp is canceled, the overdraft fee will return to your account