What's New?

The following topics describe the latest updates and enhancements to the CardPointe web app.

CardPointe 1.56 Release (11/17/21)

This release includes the following updates:

• Recurring Billing Improvements
• Statement Download Improvements
• Bolt Clover Terminals Added to the Marketplace

Recurring Billing Improvements

CardPointe's Recurring Billing component has been enhanced and redesigned. Along with numerous backend improvements, this update introduces a new look and feel, including the following changes:

• Virtual Terminal > Billing Plans

• New Last 4 and Expiration columns have been added.
  
• New Start Date, Amount, and Account filters have been added.
• Search the table by Plan ID and Name.

• Virtual Terminal > Scheduled Payments

  • New Last 4 and Expiration columns have been added.
  • The Actual Amount and Actual Date columns have been renamed Paid Amount and Paid Date.
  • New Scheduled Date, Scheduled Amount, Paid Date, Paid Amount, and Account filters have been added.
  • Search the table by Plan ID and Name.

Statement Downloads

CardPointe's Statements tab has been updated with a new look and feel:

To download a statement, select the location and year (the current year is selected by default), then click the download button for the statement that you want to download.

Bolt Clover Terminals Added to the Marketplace 

For merchants that use Bolt terminals to accept card-present payments from the CardPointe Virtual Terminal, the Bolt Clover Flex and Bolt Clover Mini terminals are now available from the CardPointe Marketplace.

CardPointe at a Glance

The CardPointe web application offers an intuitive user interface for complete control of your account.

The CardPointe interface contains the following pages:

• Dashboard - Displays transaction activity, recent funding events, funding trends, and notifications.
• My Account - View your Merchant Accounts, add products, services and hardware, and manage PCI compliance.
• Reporting - Access transactions, gateway batches, funding events, chargebacks and statement archive.
• Virtual Terminal - Use the Virtual Terminal to perform card-present and card-not-present transactions.
• Catalog  - Create and manage your product catalog for use with the CardPointe Mobile app.
• Marketplace - Shop for CardPointe terminals and card reader devices, eCommerce solutions, integrated POS solutions, and more.
• Administration - Manage users, configure the Virtual Terminal, customize receipts, define batch times, and more.
• Support - Create and submit support tickets, or contact CardPoine Support directly.

Supported Browsers

CardPointe supports the following web browsers:

• Chrome
• Firefox 
• Microsoft Edge
• Safari

Registering Your CardPointe Account

You can register for CardPointe using the Merchant Registration page.

To register your account:

1. Enter your Merchant ID (MID), your Tax ID or Social Security Number (SSN), and your zip code in the corresponding fields.
2. Click Submit to Confirm. The Set Up Admin screen displays, allowing you to associate an administrative user with your Merchant Account.
3. Upon completing these fields, click Submit. You will receive an email that includes a link to complete your registration.

Accessing CardPointe

Accessing CardPointe requires your login credentials as well as a one-time security code sent via email as additional authentication. The one-time security code is sent to your registered email address from our security partner, Ping Identity.

1. To access CardPointe, navigate to https://cardpointe.com and enter your login credentials.
   
2. Upon logging in to CardPointe, you are prompted to enter an additional one-time security code that is sent to the email address associated with your account. The one-time security code is sent to your registered email address from our security partner, Ping Identity.
   
   
3. Access your email account to view the email from PingOne <noreply@pingidentity.com> containing your one-time security code.

   If you do not currently have access to the email account associated with your CardPointe account, contact support for assistance.

   
4. Enter the one-time security code provided in the email to authenticate yourself and complete the login process.
   

If you experience trouble receiving or submitting the one-time security code, refer to the frequently asked questions below for more information.

CardPointe Dashboard

The Dashboard provides a a high-level overview of a merchant's activity. You can easily navigate and view transactional data in addition to any account alerts.

• Transaction Activity
• Recent Funding Events
• Funding Trends
• Notifications

Configuring Dashboard Notifications

You can configure the types of notifications that display on the Dashboard screen by clicking the configure link.

Managing Your Account

The My Account page provides an overview of merchant accounts and payment devices.

Signing Up for Paperless Account Statements

It's easy to sign-up for paperless statements in CardPointe from the My Account page. Simply click the arrow to the right of the account to view additional details about the account.

Check the box next to I would like paperless statements. 

If you have multiple merchant accounts, repeat these steps for each account that you'd like to receive paperless statements for.

Equipment Management

You can track the fulfillment status of device orders and activate the devices within CardPointe. This can be accomplished from the following two tabs on the My Account screen:

Equipment Tab

From this tab, you can:

• View a list of your account’s existing devices.
• Enable a device, which validates the device’s chain of custody for security purposes.
• Disable a device that is not in use.

Enabling a Device

To enable a device:

1. Navigate to My Account and click the Equipment tab.
2. Locate the device that you'd like to activate and click Enable.

Disabling a Device

To disable a device:

1. Navigate to My Account and click the Equipment tab.
2. Locate the device that you'd like to activate and click Disable. 

Orders Tab

From this tab, you can:

• View your account’s equipment order history.
• Track the shipping status of device orders.

Tracking a Device's Shipping Status

To track the shipping of an ordered device that has a status of "Shipped":

1. Navigate to My Account and click the Orders tab.
2. Locate the order that you'd like to track and click the arrow to the right of it.
   
3. Click the Tracking Number link to view the order's shipping status.
   

Reporting

CardPointe provides you with multiple reports to help you get a better understanding of your account-related activity, making it easy to quickly create and download reports.

The following Reporting pages provide detailed information regarding all of your account activity:

• Transactions
  Displays all of your transactions, their details and status, as well as tools to sort, filter, and search by specific criteria.

• Gateway Batches
  Displays all batch-related information, including batch number, merchant location, batch amount, batch close date, batch status, and transactions included the batch.

• Funding
  Displays all funding-related events and details, such as funding date, bank account, the merchant location where the deposit was made, and the actual funded amount.

• Chargebacks
  Displays an overview of any chargebacks submitted by cardholders to dispute a specific transaction.

• Retrievals
  Displays an overview of any retrieval requests that were initiated by cardholders for further details regarding a specific transaction.

• Statements
  Displays detailed information about all payments received by the merchant for the selected date range.

• Card Updates
  Displays detailed information about card account updates received from the card brands, for accounts associated with your stored profiles (or tokens, for CardPointe Gateway API integrations).

Transactions Reporting

View, search, and filter your transactions by a number of criteria to create your own reports, and export as a CSV or Excel file for further analysis.

The level of reporting offered by CardPointe varies based on the account configuration or transaction origin, as outlined below.

Understanding Transaction Data

The Transactions page displays a minimal set of data by default, providing a general overview of your transactions. Click on Choose Columns to show additional transaction data on the page, which can then be exported to a file for additional processing if needed.

Sorting Transaction Data

Click the column headings to sort the table in ascending order for that field. Click again to sort in descending order.

Filtering Transaction Data

You can use filters to show only transactions from specific locations, dates, transaction statuses, and more.

Use the drop-down columns to narrow your results by one of the following criteria:

• Date - Filter by floating date ranges or a specific date
  
• Location - Filter by one or more specific locations
  
• Amount - Filter by a minimum transaction amount, maximum transaction amount, or both
  
• Method - Filter by the transaction method, such as Sale, Refund, etc.
• Status - Filter by the transaction status, such as Captured, Declined, Refunded, etc.
  
• Brand - Filter by the card brand used in the transaction
  
• Front End - Filter by the processing front end, such as Bolt, CardPointe Mobile, Virtual Terminal, etc.
  
• Entry Method - Filter by the method used to obtain the payment data, such as EMV Swiped, Digital Wallet, etc.
  

Creating Custom Reports

Create custom reports based on your column selection and filtering options to load the same settings in the future. Once you have selected the columns you desire and any applicable filters, save your selection by clicking Unsaved Report and then Save.

Load your column selection and filtering options later by clicking Saved Reports and selecting one of your saved reports.

Searching Transaction Data

Enter your search term into the search box to show the matching transactions. By default, the search function searches all searchable columns. Narrow your results by clicking Search Columns, and selecting one or more columns to search.

Exporting Transaction Data

Data currently shown within the Transactions table can be exported to a file for more advanced sorting, filtering, and analytics. Simply click Choose Columns to enable all of the desired columns or load a saved report, then click the Export button and select a data format.

Gateway Batches Reporting

The Gateway Batches page displays all batch-related information, including the batch number, merchant location, batch amount, batch close date, and batch status.

The most recent batches are shown at the top of the list. Click on the Batch Number for more information about the batch, including the transactions contained within it.

Filtering and Searching Batches

You can filter the batches table by selecting a specific batch close date or range of dates, merchant location, or batch status, or you can search for a specific batch.

Click the column headings to sort the table in ascending order by that field. Click again to sort in descending order.

Funding Reporting

The Funding page displays all funding-related information, including the funding date, location, and funding total for each funding event. Click on the funding date for additional details about the funding event, including a list of all associated transactions.

Click Locations to show only funding reports for the selected locations, sort the funding events by clicking one of the column headings, or use the search box to find a specific entry.

Chargebacks Reporting

The Chargebacks page displays all chargebacks submitted by cardholders to dispute a transaction, including the location, request date, due date, reason, and the original transaction information associated with the chargeback.

Click Display Columns to add or remove columns from the table, or Locations to show only chargebacks for the selected locations. You can sort the chargebacks by clicking one of the column headings, or use the search box to find a specific entry.

Click the Transaction # to view more information about the transaction in question.

Retrievals Reporting

The Retrievals page displays all retrieval requests submitted by cardholders for further details regarding a specific transaction, including the location, request date, due date, reason, and the original transaction information related to the request.

Click Display Columns to add or remove columns from the table, or Locations to show only retrieval requests for the selected locations. You can sort the retrieval requests by clicking one of the column headings, or use the search box to find a specific entry.

Click the Transaction # to view more information about the transaction in question.

Account Statements

You can view all of your recent monthly merchant statements on the Statements page. Click the date of each statement to download a PDF copy for your records.

Card Account Updater Reporting

For merchants enrolled in the Card Account Updater add-on, the Card Updates page displays detailed information on all card account updates that occurred within the past year, as well as information on declined transactions within the past 60 days.

The Card Updates page includes the following reports:

• Update History
• Decline Report

Update History

The Update History table provides detailed information on all card account updates that occurred within the past year. To view the Update History table, select Update History from the selector at the top of the page.

Click Choose Columns to customize the columns that display on your report. 

Decline Report

The Decline Report table provides information on all declined transactions within the last 60 days, including the total amount of the declines. 

Click Choose Columns to customize the columns that display on your report.

Virtual Terminal

The CardPointe Virtual Terminal allows you tp accept payment cards and eChecks using your computer's web browser and an internet connection. Using the Virtual Terminal, you can initiate card-not-present and card-present authorizations, captures, settlements, voids, and refunds. In addition, you can easily and securely  save customer payment information, and configure Billing Plans for recurring payments.

Accepting EMV Transactions

If you want to accept EMV (chip) card payments using the CardPointe Virtual Terminal, you can add a Bolt Terminal or Bolt Desktop device to your solution. See the Bolt + CardPointe Virtual Terminal or Augusta + CardPointe Virtual Terminal pages for more information.

Handling Stored Profiles

The Virtual Terminal enables you to create and manage stored customer profiles, allowing you to process one time and recurring payments quickly and securely using stored payment details.

To comply with card brand rules for handling stored payment information, the Virtual Terminal requires you to verify some important information:

• Cardholder Permission
  When creating or updating a stored customer profile, or when creating or updating a billing plan with new payment details, you must verify that you obtained the cardholder's permission to store and reuse their payment information.

  

• Cardholder Participation
  When using a stored profile to process a transaction, specify whether or not the customer is present for (or actively participating in) the transaction, or if it is a subsequent payment that the customer previously authorized.

  

Navigating the Virtual Terminal

Refer to the screenshot below and the descriptions that follow for using the Virtual Terminal.

1. Transaction Options - The transaction options allow you to specify the location, transaction type, capture setting, and search for a specific customer.
   
   Location
   • Choose the merchant location that is performing the transaction. This automatically defaults to the first location listed within the Locations section of the Administration screen.
   Transaction Type & Capture Setting
   
   • Sale - Process a sales transaction. The capture options include Authorize and Capture and Authorize Only.
   • Verify - Verify a customer's payment method without authorizing funds (also known as a Zero Dollar Value Authorization). A Zero Dollar Value Authorization performs an Address Verification (AVS) check, and confirms that the three or four digit Card Verification Value (CVV) code is valid.
   • Force Credit - Allows you to process refunds without reference to the prior sale transaction when either (a) the sale occurred over a year before the refund, or (b) the sale was processed through a payment gateway other than CardPointe.
     Note: Force Credit transactions must first be enabled for your merchant account and increases your exposure to possible fraud by allowing users with sufficient permissions to issue credits to consumer cards for the purposes described above. You are required to ensure that all force credits comply with applicable card organization rules.
     Additionally, you are required to authenticate your account the first time you attempt to run a force credit during your active session. CardPointe sends a Verification Code to your email address and prompts you to enter the code as shown below.
     
   Search
   • Search for an account holder and select a result to automatically fill the Account Holder Data fields.
     
2. Account Holder Data - Enter the account holder's information in all fields or use the search box to search for a customer and auto-fill the account holder data.
   
   • Email Receipt - Check the box to send a receipt of the transaction to the address provided in the Email Address field.
   • Store Customer Profile - Check the box to create a Customer Profile and save the the Account Holder Data and Payment Data securely for future transactions.
     Note: Storing payment data requires cardholder permission and processing transactions using stored payment data requires indicating whether the cardholder is present or actively participating in the transaction, or if it is a subsequent payment that the cardholder previously authorized. Read the Handling Store Profiles section of this document for more information.
     
3. Payment Data - Enter the account holder's payment data in this section of the Virtual Terminal. If you are performing a card-present transaction, click the Device/Terminal Card Entry link to swipe, dip, or tap the payment card using a terminal.
4. Transaction Details - Enter the amount of the transaction, as well an any other required fields (such as Tax, Tip at Time of Sale, Invoice #, etc.)

Customers

CardPointe offers the ability to securely store and manage a cardholder's payment information in a Customer Profile for quick and simple payment processing. The Store Customer Profile option can be selected when performing a transaction in the Virtual Terminal, or a Customer Profile can be stored manually using the Add New Customer button on the Customers page.

Each customer profile can contain a combination of cards and eCheck payment methods, with a singular payment method chosen as the default. When performing a transaction in the Virtual Terminal, enter the cardholder name in the search box to load a Customer Profile. Enter the amount and other required Transaction Details to complete the transaction.

Billing Plans

CardPointe provides the ability to easily create recurring billing plans for your customers. Billing plans are ideal for subscription-based services, such as fitness club memberships and mobile phone plans, as well as for recurring payment plans, such as auto loans and hospital bills.

Creating a New Billing Plan

You can setup billing plans for the following payment intervals:

• Daily
• Weekly
• Monthly
• Yearly

To create a new billing plan:

1. On the Virtual Terminal page, select Billing Plans.
   
2. Click New Billing Plan. The Create Billing Plan screen displays.
   
3. If you have multiple merchant locations, select the relevant location from the drop-down menu.
   
4. Enter the customer's billing and contact information in the corresponding fields. Please note the following:
   • The Name on Card field is mandatory, and all other fields are optional.
   • The Always use default payment method for this profile checkbox is selected by default. When this box is selected, the default payment method that is assigned to the customer's profile is used for the billing plan. To edit a customer's default payment method, navigate to Virtual Terminal > Customers tab > select a customer > select a payment method at the right of the screen > click Make Default.
   • Selecting the Email Receipt checkbox emails a receipt of the transaction to the address provided in the Email Address field.
5. In the Plan Scheduling section of the screen, choose the desired billing interval from the drop-down. By default, Monthly intervals are selected as this tends to be the most commonly used billing interval.
   
6. Choose the billing Start Date.
7. Choose the billing frequency in the Bill Every field. In this example, the customer will be billed on a bi-monthly basis since the Monthly interval is selected, and because the billing frequency entered in the Bill Every field is set to 2 months.
   
8. In the Until field, choose whether the billing plan should end based  on the following options:
   • Cancelled - The plan will remain active until it is cancelled by the customer.
   • Date - The plan will remain active until a specified date.
   • # of Payments - The plan will remain active until a specified amount of payments are received.
9. Enter a name for the plan in the Plan Name field.
10. Enter the amount owed for the billing plan in the Amount field. Upon entering a billing amount, the Billing Schedule Preview section displays the number of payments that remain for the billing plan.
    
11. Check the Cardholder Permission checkbox to verify that you obtained the cardholder's permission to store and reuse their payment information. 
    
12. When finished, click Save to create the billing plan.

Managing Billing Plans

CardPointe makes it easy for you to manage all billing plan details, such as:

• Modifying the plan amount
• Modifying the plan name
• Modifying the payment account
• Cancelling individual payments
• Cancelling the billing plan
• Processing a payment ahead of the scheduled date
• Marking a payment as paid when payment is submitted by cash, check, or other means

Modifying an Existing Billing Plan

To make changes to an existing billing plan, click the applicable Plan Id.

You can view the Billing Plan Details displayed on this page, as well as the following options:

• Edit Plan - Modify the plan name, amount, or scheduling
  
• Cancel Plan - Cancel the billing plan to stop all future payments
  
• Edit Payment Account - Modify the payment card used for the billing plan
  
• View Customer Profile - View and modify the customer's profile data
  

Modifying an Individual Payment

Past and future scheduled payments are shown in the Plan Schedule section below the Billing Plan Details. The Plan Schedule provides an overview of all payment history and scheduled payments.

1. Use the search field to quickly find an individual payment, then click options.
   
2. You can now choose one of the options to Pay Now, Mark as Paid, or Cancel this payment.
   

Scheduled Payments

CardPointe makes it easy to search for past and future payments of a recurring billing plan on the Scheduled Payments page. Using this page, you can view all billing plan payments scheduled for a specific date, or filter by:

• Location
• Status
• Account
• Plan ID
• Plan Name

Filtering and Searching Scheduled Payments

You can narrow the list of scheduled payments displayed in the table by selecting a specific Location, Status, or Date. Use the search box to quickly search for a specific scheduled payment using the customer's name, amount, plan name, and more.

Sort the results by clicking one of the column headings to sort the table in ascending order by that field. Click again to sort in descending order.

You can modify, cancel, or initiate payment of the scheduled amount early by clicking on the Plan Id to view the Plan Schedule.

Catalog

The CardPointe Catalog enhances your selling experience within the CardPointe Mobile app. Using the CardPointe desktop application, you can:

• Easily create products with custom pricing.
• Assign your products to product categories.
• Create monetary and percentage-based discounts that can be applied at the product and cart levels when selling with CardPointe Mobile.
• Define tax settings.

Granting Users Access to CardPointe Catalog Management

Any CardPointe user with access to the Virtual Terminal can also process transactions using the Catalog in CardPointe Mobile. However, for a user to be able to create products, categories, and discounts in both the CardPointe desktop application and in CardPointe Mobile, you must grant the user permission via a setting on the "Administration" screen in CardPointe Desktop.

To enable Catalog management for your CardPointe users:

1. Click Administration in the top nav of the CardPointe Desktop Application.

2. Click Users.

3. Select the user from the list.

4. Click the Site Permissions tab.

5. Check the Catalog Admin box.

6. Click Save.

Creating Products

Products are any items that you sell using CardPointe Mobile. The products that you create in the CardPointe desktop application are selectable in CardPointe Mobile on the "Register" screen during the checkout process.

To create a product:

1. Click Catalog in top navigation and select the Products tab.
2. Click Add Product.
   
3. On the "Add Product" screen:
   • Give the product a name. 
   • Enter the product price.
   • If the product has a SKU, enter it in the "Product SKU" field (optional).
   • To apply a discount to the product, search for and select the discount in the "Discount" field.
   • Choose whether the product should be "Active." If a product is not active, it will not be selectable on the "Register" screen during the checkout process in CardPointe Mobile. We recommend using this setting when a product is out of stock.
   • Enter a description of the product (optional).
4. When finished, click Save.

Creating Categories

You can group your products into product categories to make them easier to manage in CardPointe Mobile. For example, if you sell electronic products, then your product categories might be TVs, speakers, computers, and cables. You may also wish to create product categories for products that are on sale, seasonal items, or for products in a specific size or color.

To create categories in the CardPointe desktop application:

1. Click Catalog in top navigation and select the Categories tab.
2. Click Add Category.
   
3. On the "Add Category" screen:
   • Give the category a name.
   • Choose whether the category should be "Active." If a category is not active, you will not be able to select the category during checkout when selling with CardPointe Mobile.
   • Select a color to help distinguish the category from others that you create. You must choose a color in order to create the category.
   • Enter a description for the category (optional).
   • Click Save.

Adding Products to Categories

To add products to categories in the CardPointe desktop application:

1. Select an existing category from the list on the Categories screen (Catalog > Categories tab). 
2. Click the Add/Remove button to assign products to the category.
   
3. Locate and select the products from the list of available products.
4. When finished, click Save.

Creating Discounts

You can offer your customers monetary and percentage-based discounts that can be applied against individual products or against all products that are in the cart when selling with CardPointe Mobile.

Creating Product Discounts

To create discounts in the CardPointe desktop application that can be applied to individual products in your catalog when selling with CardPointe Mobile:

1. Click Catalog in top navigation and select the Product Discounts tab.
2. Click New Discount.
3. On the "New Discount" screen:
   • Give the discount a name. 
   • Choose whether the discount should be applied as a percentage or as a dollar amount.
   • Enter the discount amount.
   • Choose whether the discount should be "Active." If a discount is not active, it will not be selectable during the checkout process in CardPointe Mobile.
   • Enter a description of the discount type (optional)
4. When finished, click Save.

Creating Cart Discounts

Cart Discounts are applied against to the total cost of the items in the cart when selling with the CardPointe Mobile app.

To create Cart Discounts in the CardPointe desktop application:

1. Click Catalog in top navigation and select the Cart Discounts tab.
2. Click New Discount.
3. On the "New Discount" screen:
   • Give the discount a name. 
   • Choose whether the discount should be applied as a percentage or as a dollar amount.
   • Enter the discount amount.
   • Choose whether the discount should be "Active." If a discount is not active, it will not be selectable during the checkout process in CardPointe Mobile.
   • Enter a description of the discount type (optional)
4. When finished, click Save.

Marketplace and Add-Ons

CardPointe Marketplace is your one-stop shop for terminals, add-ons, and plugins. You can access the marketplace by logging in and navigating to the Marketplace tab. 

The following third-party integrations are available on the Marketplace:

Administration

The Administration screen allows you to customize your CardPointe account. 

Descriptor Settings

Differentiate between your various merchant accounts or locations by altering the labels for each of your merchant IDs on the Descriptors page.

Users

Access the Users tab within Administration to manage all of your users' contact settings, permissions, and notification settings, as well as viewing each user's transaction history.

Creating Additional Users

Your initial CardPointe account is created as an admin user, granting you access to all information and functions within CardPointe. To provide access to other individuals within your business, create a separate user account for them. You can control permissions for each individual account, allowing you to control each user's level of access.

1. Click the New User button.
   
2. Enter the user's Name, Email address, Time Zone and select the User Type.
   

3. For admin users, click the Save button to create the account.
   
   For standard users, enable the applicable permissions for Location, Catalog Admin, Virtual Terminal functions, Reporting data, Billing, and Support Ticketing. Then click the Save button to create the account.
   
   

A registration email is then sent to the email address for the individual to create a password and complete the account registration. User permissions can be modified at any time by clicking on the user's name.

Virtual Terminal Configuration

Access the Virtual Terminal tab within Administration to configure which fields are visible in the Virtual Terminal, require specific fields for Customer Profile creation, and activate Bolt on Virtual Terminal to accept payments using a Bolt Terminal.

Custom Fields Configuration

Access the Custom Fields tab within Administration to configure whether custom fields should be active, required, or shown on receipts. 

Receipt Configuration

Access the Receipts tab within Administration to configure the fields and formatting of your receipts.

Batch Settings

Access the Batching tab within Administration to configure your batch close-out times for each merchant account.

Configure Later Next Day Funding Batches

Merchants who process on the North platform (CardPointe, Clover and First Data POS/Gateway only) have the ability to batch out at a later time, while still getting their funds the next day. 

To configure later next day funding in CardPointe:

1. Navigate to Administration > Batching.
2. Uncheck the box next to "Automatically close batch for Next Day Funding."
3. Hover your mouse over the bar graph and choose a new cutoff time for next day funding. The batch close-out time that you choose should be no later than 9:50 PM EST.
   
4. Click Save.
   
   

Security Settings

Access the Security tab within Administration to configure whether the Address Verification Service (AVS) and Card Verification Value (CVV) security checks are enabled, as well to set transaction amount limitations.

Submit a Support Ticket

Need assistance with CardPointe or have questions about your hardware? We have your back! You can contact our Support team by submitting a support ticket without having to leave the CardPointe application.

Before You Submit a Support Ticket...

We encourage you to perform a search on this Support site to see if you can find an answer to your question. If this site does not solve your problem, we welcome your feedback with open arms! Simply click the Send Feedback button at the bottom-right of any page on this site to tell us how we can improve your support experience.

Who Can Submit Support Tickets?

Any CardPointe user with the appropriate permissions can submit Support tickets in CardPointe.

• Admin Users
  By default, "Admin" users have the ability to submit Support tickets.

• Standard Users
  "Standard" users can also submit Support tickets, but they must first have their account permissions updated.

Granting Permission to Submit Support Tickets

If you are an admin and you wish to grant "Standard" users access to submit Support tickets, simply follow these steps:

1. Navigate to Administration > Users and select the user that you wish to grant access to submit Support tickets.
   
2. Click the Site Permissions tab.
   
3. Scroll down and check the box next to Support Ticketing.
   

4. Click Update. The user now has the ability to create Support tickets in CardPointe.

Creating a Support Ticket

To create a support ticket in CardPointe:

1. Navigate to the "Support" tab and click Create Ticket.
   
2. If you have multiple merchant locations, you can open a ticket for a specific location by choosing the site from the Location dropdown
   
3. Select the purpose of the ticket from the Reason dropdown.
   
4. Enter the required information and add attachments to your support ticket.

5. When finished, click Save to submit the ticket. A member of our support staff will respond as soon as possible. If you would prefer to be contacted over the telephone, please include your contact information in the ticket description.

Updating an Existing Support Ticket

It's easy to add comments to a support ticket and to view a ticket's history.

Adding Comments to a Ticket

To add additional comments to a ticket or to respond to our Support team:

1. Click the Ticket ID link from list.
   
2. Click Add Comment to add additional information or to respond to our Support team.
   
   When a Support agent responds to the ticket, their response will appear in the list of comments.
   

Viewing a Ticket's History

You can view the history of a ticket by clicking the History tab.

Subscribing to Ticket Updates

Want to be in the know when an update occurred to one of your Support tickets? You can opt to receive email notifications whenever a Support ticket is created or updated on your merchant account.

1. Navigate to Administration > Users and select the user that you wish to subscribe to ticket updates.
2. Click the Email Notifications tab.
   
3. Scroll down to the "Transactions & Event Notifications" section and check the box next to Support Ticket Alerts.
   
4. Click Save when finished. You will now receive email notifications when support tickets are created and updated.

Updating Your Merchant Account Information

You can create a support ticket to make the following changes to your account:

• Bank Account Change
• Legal Name/Tax ID Update
• DBA Update
• Demographic (Contact Info) Change

When you submit a ticket, a CardPointe Support team member will update your account. You'll receive an email to notify you when the change is complete. 

Bank Account Change

To request a bank account change, select the Bank Account Change ticket reason.

The Bank Account Change ticket includes the following fields:

Legal Business Name/Tax ID Change

To request a legal business name or tax ID change, select the Legal/Tax ID ticket reason.

The Legal/Tax ID ticket includes the following fields:

DBA Name Change

To request a doing business as (DBA) name change change, select the DBA Name Change ticket reason.

The DBA Change ticket includes the following fields:

Demographic (Contact Info) Change

To request a phone number, mailing address, or physical location address change, select the Demographic Change ticket reason.

The Demographic Change ticket includes a description field for you to provide the details of your change request. for example, if you want to change your contact phone number, you could specify "Please change my phone number to (111)111-1111."

CardPointe FAQs