Welcome back, crew!

Everything you need to know is here.

Review the Brightwell checklist

Complete these tasks to make sure you are ready for your next payday!

Bring your current Brightwell Card on ship

Remember to bring your current Brightwell Prepaid Mastercard® or Brightwell Visa® Prepaid Card with you on ship. If you forgot it or it is expired, you will get a new one on ship.

Bring your current Brightwell Card on ship

Remember to bring your current Brightwell Prepaid Mastercard® or Brightwell Visa® Prepaid Card with you on ship. If you forgot it or it is expired, you will get a new one on ship.

Log in to your Brightwell account

Do you remember your password? Have you setup FaceCheck? Make sure you can access your Brightwell account by completing any outstanding security updates. (Scroll down for more information.) If your card is expired, you can only log in on the web.

Review your bank accounts

Bank requirements change often. Make sure your bank account is still marked as available in your Brightwell Navigator account. Otherwise there may be delays receiving money to your bank. If you see a bank account that looks unfamiliar, contact support immediately.

Security updates to know about

When you log in to your Brightwell account, you may be asked to make some updates to your security questions, review and agree to the electronic communcations agreement, and also set up FaceCheck.

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FaceCheck 

 Our newest security feature is a video selfie login. Your 2-second video selfie replaces your password and makes your account more secure.

For more information visit: www.brightwell.com/facecheck

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Electronic communication

 The electronic communication agreement means we will send card and account information in electronic form. You may be asked to review and agree to this new form of communication when you log in next time. 

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Security questions
We updated our security questions. Your security questions (your secret questions and answers), are used to verify your identity when you forget your password. Make sure to update them the next time you log in to your account.
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Password reset

 We updated how change your password. Now you can choose from two ways to reset your password: security questions or email yourself a link.

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PIN reset in app

 Now you can reset your PIN directly in the Brightwell Navigator mobile app. Make sure you have the most updated version of the app to see this feature.

How to send money

With Brightwell, you can choose from many different ways to send money home. Read the FAQs and watch the videos to learn how!

How do I send money to a bank?

In order to send money to a bank, first you need  to add your bank account into Brightwell.  Then, you can choose one of two ways to send money to a bank with Brightwell:

  1) DirectPay – Allocate money to your bank every payday. For more information about DirectPay, go here: DirectPay poster

  2) OnDemand – Send money to your bank when the rate is best for you. For information about OnDemand transfers, go here: OnDemand poster

How do I add a bank account? (mobile app)

1.) Log into the app and tap Settings (gear wheel icon)

2.) Tap My Bank Accounts

3.) Tap Add Bank Account

4.) Select the country and currency that the bank account is held in.

5.) If you sending money to local currency, you will need to confirm currency exchange.

6.) Complete all the beneficiary details. The beneficiary is the account holder at the receiving bank. Please make sure to answer all required fields.

7.) Complete all the bank details. Review all the information to make sure it is correct, then tap Add Bank.
          Name = the name of the bank.
          Bank Address = address of the local branch you visit.


​Once you add your bank account, it will take 2-3 business days for us to verify. Please check back during that time to see if the status of your bank account has changed.

How do I add a bank account? (website)

1. Log into Brightwell’s website: https://brightwellnavigator.com/

2. Select “Bank Accounts” located on the top middle portion of the screen.

3. You will see the page Your Bank accounts. Click the Add Bank Account option located on the bottom ride side of the page.

4. You may start providing the necessary information starting with bank location. Click Next.

5. Select bank currency. Click Next.

6. The next page will remind you of additional service fees by the bank if you send a different currency to that account. Click Confirm.

7. Fill out beneficiary and bank details. A sample is shown below. Please note that required fields are different by country.

You will be informed when you have successfully added a bank account and that it will take 2-3 business days to complete the bank account verification.

Until the Bank account is vthe following cannot be performed:

  • Create an allocation
  • Send an OnDemand transfer

Added/Edited bank accounts will be updated within 2-3 business days.

How do I send cash for pickup?

Cash Pickup is the fastest way to send money with Brightwell. Your family can pick up the money anywhere that the service Transfast or Moneygram is provided. The money is usually available within 4 hours. 

To send Cash Pickup, either log into the Brightwell Navigator mobile app (or the website) and select Cash Pickup and follow the instructions. 

Important! At the end on the transaction on the receipt, you will get a Transfast PIN or MoneyGram Reference Number that you give to the receiver to pick up the money.

Watch our how-to videos

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Add bank account

Connect your or your family member’s bank to Brightwell, you can send money directly to it using DirectPay or OnDemand transfers.

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DirectPay allocation

Setup a percentage of your pay to go home to your bank  everyday payday and the remainder stays on your Brightwell Card.

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OnDemand Transfer

Send money home when the rates are best for you. Store money on your Brightwell account, then send home a lump sum when you are ready.

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Cash Pickup

Send cash ready for pickup in less than 24 hours! Learn more about Cash Pickup by reading this poster: Cash Pickup Information

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Activate replacement card

When you get a new card, you need to activate it. Watch the video to learn how.

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Forgot username

If you are trying to log into Brightwell and you cannot remember your username, you can easily have it sent it your email.

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Open a support ticket

If you need help with your account or card, just open a support ticket in the app or on www.brightwellnavigator.com and our team will help you.

Protect your money from fraud.

 

Learn the top 5 tricks fraudsters use to steal your information and take your money.

Need help?

Submit ONE support request

Start with the most important request, then your support agent can help with any others.

Screenshot any errors

Send us any errors you see with your support request. We can solve problems faster this way!

Get your crew ID or passport

Have either your Crew ID or passport nearby because we may ask to verify your identity.

Support FAQs

Read over these common questions to answer your questions.

How do I contact support?

You can do it in mobile app or online here: https://www.brightwellnavigator.com/Support/GenericSupportTicket

When you contact support it opens a support ticket for you. Our support team will respond to your ticket within 24 hours.

How do activate my replacement card?

If your card expired and you received a new card, follow these instructions:

1.) Log in to Brightwellnavigator.com
2.) Tap the menu in the right corner to open the menu (look like three horizontal lines)
3.) Tap My Card
​4.) Tap Activate replacement card
​​5.) Scroll down on the page and fill in all your NEW card information and create a NEW PIN.​​

I forgot my username. How can I get it?

Please follow the instructions below to retrieve your username:

1. Go to www.brightwellnavigator.com or open the mobile app

2. Select the option of “Forgot username”

3. Enter your email address and your username will be sent to your email.

My card/account is not working. What do I do?
Typically if your card is locked it is because our system detected potentially fraudulent activity and locked it to protect your money.

Please contact our Brightwell support team in the mobile app or online here:

https://www.brightwellnavigator.com/Support/GenericSupportTicket

They will be able to help you with this.
 
How do I change or reset my PIN?

First, you need to update your Brightwell app in the Google Play or Apple App store because we recently introduced a new way to reset your PIN.After you have updated the app, log in and follow these steps:

   1. Tap Settings
   2. Tap My Card
   3. Tap Change PIN
   4. Enter your current PIN. (If you forgot it, tap Forgot PIN.)
   5. Create a new PIN
   6. Reenter your new PIN
   7. Tap Done

The Brightwell Visa® Prepaid Card is issued by The Bancorp Bank pursuant to a license from Visa U.S.A. Inc. and may be used everywhere Visa debit cards are accepted. The Bancorp Bank; Member FDIC.

Mastercard is a registered trademark and the circles design is a trademark of Mastercard International Incorporated. The Brightwell Prepaid Mastercard is issued by Transact Payments Limited pursuant to a license from Mastercard International. Transact Payments Limited is authorized and regulated by the Gibraltar Financial Services Commission. Use your card everywhere Mastercard is accepted.

1Restrictions may apply. Please see transfer terms and conditions for details.

2All transactions are subject to verification: verification times vary and may delay delivery of funds to the receiver

3Conditions and exceptions apply – please refer to your Terms and Conditions. You must notify your financial institution immediately of any unauthorized use. For specific instructions, limitations and other details, please consult your issuer.

4 Restrictions may apply – please refer to cardholder terms and conditions.