General questions

• Wire/EFT fees: Electronic funds transfer. When Convera sends a SWIFT / wire payment to your supplier / payee / beneficiary. 

• ACH payment fees: When Convera sends a payment to your supplier / payee / beneficiary using the country’s local clearing or ACH network. 

• Lifting fees: The fee charged specifically for payments where the payment and the currency you settle to Convera is the same and the transaction does not require a currency conversion. For example, when you send USD to your payee, and you send USD to Convera for settlement of the trade. 

• Charge type fees: If you select charge type equals “OUR” an additional fee will be added to the amount you owe Convera. Charge type is only applicable for wire payment methods. 
  • BEN: The amount the payee/beneficiary receives is reduced by any charges applied by intermediary banks. 
  • SHA: Applicable charges by intermediary banks are shared between Convera and the payee/beneficiary. 
  • OUR: The payee/beneficiary will receive the full amount and no intermediary bank fees will be deducted. 

 To review your previous fees please contact Convera’s customer care team at  [email protected]. 

New fees will take effect on the day you are upgraded to the new Convera payment platform.

We have updated our fee schedule to align with the increased value our new platform provides. This fee schedule change will take effect once you are upgraded to the new Convera payment platform.

Please access the new Convera payment platform at www.pay.convera.com.

There are two potential reasons for this: 

1. It has been seven days since you generated the registration email and therefore your temporary password has expired. 

2. Or, you may have generated a new registration email containing a new temporary password but used the original password which is no longer valid.   

Please use the most recent temporary password sent to you. You can generate a new registration email containing a new temporary password by logging into your EDGE/GlobalPay account. 

You will use the temporary password, found in the registration email, to create your own login password during the last step of the registration process.

If your temporary password has expired, please log back into EDGE/GlobalPay to resend another registration email containing a new temporary password.  

Please note, the original temporary password will no longer be valid once you generate a new one. 

If you have logged into EDGE/GlobalPay on the day of your upgrade, and clicked “register” but did not receive a registration email, please check your spam and junk folders.  

If you cannot locate your registration email, log back into EDGE/GlobalPay and click “register” again to generate a new registration email. Please note, the temporary password in the first registration email will no longer be valid once you generate a new one.  

If you still do not receive a registration email, please contact Convera’s customer care team at: [email protected].

On upgrade day, please log into your existing EDGE/GlobalPay account and select “register”. You will then receive an email containing a temporary password for the new Convera platform. Please note this password is valid for seven days. 

1. Open the email and click “register” 

2. Accept the privacy policy 

3. Set up two-factor authentication via the app or SMS 

4. Configure new password (this is where you will input the temporary password found within the registration email)

The new Convera payment platform will replace EDGE/GlobalPay. On upgrade day, you will no longer be able to transact on the EDGE/GlobalPay platforms.

On upgrade day, we ask that you log into your current EDGE/GlobalPay account to complete registration which will only take a few minutes to complete. Once you have registered, you will have immediate access to the new platform. 

The upgrade is automatic, and the registration process will only take a few minutes to complete.

Upgrading to the new Convera payment platform is automatic.  On upgrade day, please log into your EDGE/GlobalPay account to start registration.

Yes, this functionality is available on the new platform.

Yes, you will receive an email notification when an order is booked. If you would like to view or adjust notification preferences, you can do so in Account Settings.

Yes, your past transactions will be accessible on the new platform’s dashboard via Recent Orders or by navigating to Payment History. 

Your data will be available to you automatically on the new platform, including:  

• Transaction history within the last ten years 

• Payee/beneficiary information with the status of active, newly created or modified within the last two years 

• Support case history (if applicable) including all active and inactive cases from the last seven years  

• Users that have logged in within the last two years 

• Active approval models (if applicable) models will carry over 

To facilitate recognition and reconciliation of your payment, please ensure you refer to the Order ID (i.e CNV58748954535) in your payment reference field from your bank transfer.

TBD

Your new platform ID is your new transaction account ID. The new platform ID will eventually replace your previous transaction account ID. [TBD] 

Once you have logged onto the new Convera payment platform, navigate to Account Settings> Company Overview> My Company> Account ID.

Please have your account ID ready when contacting Convera’s customer care team. 

Your account ID is a unique identifier (letters and/or numbers) associated with your company account.

Your user ID will match your email ID. Please use your email to log onto the new platform. 

You will use your email ID to log into the platform once you have completed registration and created a new password. 

Once you log into your existing EDGE/GlobalPay account on upgrade day to start registration, you will be presented with a “Convera Platform Activation” pop-up window. Here, you will find your key user details including your email ID.

Your email ID is the email address Convera has on file for your account.

Yes, if you need to contact Convera’s customer care team after you have registered and logged onto the new platform, please raise a support case under Support>Create Support Case.  

You will also be able to create support requests specific to payments right from Payment Details and Payment Summary screens. For payee-specific queries, you can submit a support request directly from Payee Management or View Payee Details screens.

We are here to help ensure that you have a positive experience on Convera’s new payment platform.  

While the platform is intuitive to use, you will have access to user guides and in-platform tours to help you along the way. 

We are also happy to provide platform walkthroughs, troubleshooting, and technical support. Please contact Convera’s customer care team by submitting a support request through the platform. 

Please have your account ID ready when contacting Convera’s customer care team.

Please contact Convera’s customer care team: [email protected].

For new platform announcements and updates subscribe to receive product and feature announcements here. 

We are committed to regularly enhancing the platform to meet evolving needs. Whether it’s adding new features, refining existing ones, or incorporating feedback, you can expect ongoing updates that prioritize reliability, innovation and customer experience. 

We would appreciate feedback on your upgrade experience. Please take a few minutes to complete this short survey: [survey link]