What's New?

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

To catch up on previous releases, see the CardPointe Release Notes.

CardPointe 1.48 Release (7/19/21)

This release includes the following updates:

The following update was released after CardPointe 1.48:

Updates for Handling Stored Credentials

This release includes several important changes for handling stored credentials (customer profiles) for saving and reusing customer payment details.

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 now 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.

Card Account Updater Reports

For merchants enrolled in the Card Account Updater add-on, the new Card Updates tab of the Reporting 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:

Click on the links above to read more about the new Update History and Decline Report data now available.

Forgot Password Enhancement

Enhancements to the Forgot Password? process on the CardPointe login page include an updated design that conforms to the styling of the login page, as well as now unlocking your account automatically when setting a new password.

Multiple unsuccessful login attempts can result in receiving a message that your account has been locked. You can now use the Forgot Password? link to set a new password and automatically unlock your account.

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.cardpointe-registration.jpg#asset:88
  2. Click Submit to Confirm. The Set Up Admin screen displays, allowing you to associate an administrative user with your Merchant Account.CP-registration-step2.jpg#asset:266
  3. Upon completing these fields, click Submit. You will receive an email that includes a link to complete your registration.

The link included in the email expires two weeks from the date of receipt. If your registration link has expired, please contact support.

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.

Note that your credentials should not be shared with anyone else. If other individuals within your business also require access to CardPointe, refer to the Creating Additional Users section of this document to create additional CardPointe accounts.

  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.

Subsequent logins will require the one-time security code only once every few days.

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

How long does it take to receive the email containing my security code?

The email containing the security code is sent at the time you receive the security prompt during login. Typically, you should receive the email shortly after. Be sure to refresh or sync your inbox if your email client does not regularly check for new mail.

The one-time security code included in the email is valid for 10 minutes from the time of sending. If you have still not received the email after a few minutes, refer to the next FAQ.

Why am I not receiving the email containing the security code?

If you are not receiving the one-time security code, try the following:

  • If using Outlook, check email sorted under the 'Other' tab when using the 'Show Focused Inbox' feature. Refer to the Microsoft Support website for more information.
  • Check the Spam or Junk folder for your email account.
  • Check additional folders in your email account if you have filtering rules configured to route incoming mail to specific folders.
  • Ask your email provider or IT department if incoming email may be subject to quarantine before arriving in your inbox.
  • Confirm that your internet connection is still active and you can receive email.
  • On the login page where you received the one-time security code prompt, check the email address listed above the text field to confirm you are checking the correct email account.
  • If the email address receiving the one-time security code has email forwarding configured to route mail to your account, check that the email forwarding is still configured properly.

Adding noreply@pingidentity.com to your email account's 'allowed list' should resolve most issues where the email is routed to the junk folder or is quarantined.

Why am I receiving an error that my security code is invalid?

You may encounter an error that your security code is invalid if you are not entering the most recent. Each one-time security code becomes invalid when:

  • More than 10 minutes has elapsed since the security code was generated
  • An incorrect security code was entered 3 consecutive times since the security code was generated

Check that you have not entered a security code from a previous login attempt and ensure that your user credentials and email account are not shared with other individuals. Multiple individuals attempting to log in to the same account at roughly the same time will generate multiple emails containing a unique one-time security code. Only the most recently generated code is valid.

If multiple individuals are using your login credentials and email account, refer to the Creating Additional Users section of CardPointe Support Center page to create separate accounts for each individual.

If you have entered an incorrect security code multiple times, restart the login process to receive a new one-time security code.

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
Card Pointe Dashboard

Configuring Dashboard Notifications

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

Card Pointe Web Dash Configure Notifications

Managing Your Account

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

Card Pointe Web My Account

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.

Card Pointe Web My Account Paperless 01

Check the box next to I would like paperless statements

Card Pointe Web My Account Paperless 02

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.
Card Pointe Web My Account Equipment

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.
Card Pointe Web My Account Equipment 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
Card Pointe Web My Account Equipment Disable

Orders Tab

From this tab, you can:

  • View your account’s equipment order history.
  • Track the shipping status of device orders.
Card Pointe Web My Account 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.

Card Pointe Web Reporting Transactions

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).

To take advantage of Card Account Updater and Card Updates reports, enroll in the Card Account Updater add-on

CardPointe is able to generate reports for authorization, batching, settlement, and funding for merchants boarded to the CardPointe Gateway. CardPointe is not able to provide authorization and batch information for aqcuiring-only merchants (for example, Verifone or Clover merchants) due to the use of a third-party gateway.

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.

Card Pointe Web Reporting Transactions Tab

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

Reporting Data SetGateway-Enabled MerchantAcquiring-Only Merchant
AuthorizationYesNo
BatchYesNo
SettlementYesYes
FundingYesYes

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.

Card Pointe Web Reporting Transactions Choose Columns

CardPointe Transaction Columns and Descriptions

A description of each available column is provided below for reference.

Column NameExampleDescription
Transaction #R123456789012

The retrieval reference number (retref) from the authorization response, preceded by one of the following capital letters:

  • R - Indicates a CardPointe Gateway transaction.
  • T - Indicates a third party transaction.
  • C - Indicates a cash transaction.
Serial #C012UQ12345678The Hardware Serial Number (HSN) of the terminal used in the transaction.
Location

Old City

The descriptor of the Merchant ID performing the transaction. Descriptors for MIDs can be viewed and modified on the Administration page.

Date04/01/2020 09:58:00 AMThe date and time of the transaction, in Eastern Time.
MethodSaleThe type of transaction, such as sale, refund, force credit, etc.
Name

John Doe

The name of the payer, if provided.
CompanyGenerics Inc
The company name of the payer, if provided.
BrandVisaThe brand of the card used in the transaction.
Last 4
1234The last 4 digits of the card number used in the transaction.
Amount$56.28The amount of the transaction.
Auth Code
PPS417The authorization response code returned by the Gateway or processor.
StatusCapturedThe status of the transaction.
Parent Transaction #
R012345678901The original, or prior transaction associated with a refund or ACH Return.
UserAmy Smith
The CardPointe user performing the transaction, if any.
Plan ID
123456The ID of the associated billing plan, if any.
CurrencyUSDThe currency used to process the transaction.
Tip$1.23The tip amount applied to the transaction, if any.
Plan Name
User-provided text
The name of the billing plan that performed the transaction, if any.
Order #User-provided textThe order number supplied with the transaction, if any.
Invoice #
User-provided textThe invoice number supplied with the transaction, if any.
Purchase #
User-provided textThe purchase number supplied with the transaction, if any.
Tax Amount
$3.72The tax amount submitted with the transaction, if any.
Refund Reason
User-provided text
The refund reason provided, if any.
Front End
CardPointe Terminal
The payment solution used to process the transaction.
Settlement Date
04/01/2020 11:58:00 PMThe date and time settlement occurred for the transaction.
Capture Date
04/01/2020 09:58:00 AMThe date and time the transactions was captured.
Server #
1The server, clerk, or cashier ID from the payment terminal, if any.
Server Name

User-provided text

The server, clerk, or cashier name from the payment terminal, if any.
Transaction Source
GatewayThe system that generated the transaction.
App Version
CCN 2.2.4 0032The application version running on the payment terminal.
Convenience Fee
$2.00The convenience fee submitted with the transaction.
Credit Card Surcharge
$1.00The surcharge fee submitted with the transaction.
AVS Response
Street and zip match
The Address Verification System response
Token9418594164541111The token associated with the payment data.
Address100 Main Street
The cardholder's street address, if provided.
CityWayneThe cardholder's city, if provided.
StatePAThe cardholder's state, if provided.
Zip19087The cardholder's zip, if provided.
Phone Number
5555555555The cardholder's phone number, if provided.
Email

name@email.com

The cardholder's email, if provided.
Token Source
CardSecure API
The system that generated the token.
Terminal ID
User-provided textA description of the payment terminal, if provided during the authorization request.
Entry Method
Swipe / Retail
The method used to obtain payment data for the transaction.
Gateway Batch #
123456The batch number assigned to the transaction.
ResponseApprovalThe gateway or processor response.
Funded Batch #
12345678The settlement batch number.
Deposit ID
1234567890The ID of the deposit event.
Interchange Code
N01An alpha-numeric value representing the applicable interchange rate.
Interchange Code Description
VI-US REGULATED (DB)A short explanation of the applicable interchange rate.
Interchange Amount
0.22The fees associated with processing the transaction, based on the interchange rate.
Interchange Rate
0.0005The rate used to calculate the interchange fees.
Downgrade Reason Code
25 43 73
The code associated with the downgrade reason or reasons, if any.

Transaction Detail

The following data is available only when clicking on a transaction to view the transaction details.

Name

ExampleDescription
Billing Address100 Main Street
Suite 300
You must enable Address 2 in Administration > Virtual Terminal > Customer Profile to display the second address line within the Transaction Detail page.
Company

The Company Co.

You must enable Company Name in Administration > Virtual Terminal > Customer Profile to display the company name within the Transaction Detail page.

Payment Type

Debit

The type of payment used for the transaction, such as credit, debit, etc.
GSANoIndicates whether the amount is exempt from state tax as a result of using a General Services Administration (GSA) payment type.
EMV

No

Indicates whether the Europay, MasterCard, and Visa (EMV) data was submitted with the payment data.
Custom Fields
User-provided textThe custom field names created within the Administration section of CardPointe, and the user-provided text supplied at the time of the transaction.
Authorized Amount
$100.00The amount submitted during the authorization request.
Captured Amount
$56.28The amount captured during the capture request.

Sorting Transaction Data

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

Card Pointe Web Reporting Transactions Sorting

Filtering Transaction Data

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

Card Pointe Web Reporting Transactions Filters

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.

Card Pointe Web Reporting Transactions Custom 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.

Card Pointe Web Reporting Transactions Searching

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.

Card Pointe Web Reporting Transactions Exporting

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.

Note: Gateway Batch times are configurable on the Administration screen.

Card Pointe Web Reporting Gateway Batches

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 Location, Status, or Date, or use the search field to find a specific batch.

Card Pointe Web Reporting Gateway Batches Filters

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.

Card Pointe Web Reporting Funding Tab

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.

Card Pointe Web Reporting Chargebacks Tab

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.

The Transaction # column is only available for merchants that use the CardPointe Gateway.

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.

Card Pointe Web Reporting Retrievals Tab

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.

The Transaction # column is only available for merchants that use the CardPointe Gateway.

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 Pointe Web Reporting Statements Tab

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:

If you're not enrolled in the Card Account Updater service, the Card Updates page instead displays the total amount of your declined transactions using stored profiles in the last 30 days. Card Account Updater can help reduce declines due to changed or closed accounts by automatically updating your stored profiles with the latest updates.

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.

The number of Card Account Updater fee transactions on your monthly statement represents the number of updates billed during the statement period. This number may vary from the number of updates reported in CardPointe for the same period as a result of the turnaround for processing updates.

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

You can filter the results by Update Date, Location, and Update Response values.

You can sort the results by Update Date, Location, and Token.

You can search the results by Token, Account Name, File ID, Old Last 4, and New Last 4.

Column Name

ExampleDescription
Update Date

05/16/2021 11:59:05 AM

The date on which the card update occurred.
LocationOld CityThe merchant location (name) associated with the card update.

Token

9418594164541234

The secure token representing the customer's card number. The last 4 digits of the token match the last 4 of the card number, and are automatically updated if the card account number changes.

Click the token to view more detailed information on the profile(s) and update history associated with this card.

Update ResponseNew Number

The type of update that occurred. One of the following:

Note: These status values are truncated on exported reports, as shown in parenthesis ( ) below.

  • Account Canceled (CLOSED)- The card account was closed or canceled. This status
  • Deleted (DELETED) - The customer profile was deleted, or the associated token was unenrolled from the Card Account Updater service.
  • Error Submitting (INVALID) - There was an error submitting the card account or token, and it will not be checked for updates.
  • Token Issue (TOKEN) - There was an issue processing the token, and it will not be checked for updates.
  • New Expiration (EXPIRY) - The card account was updated with a new expiration date.
  • New Number (UPDATE) - The card account was updated with a new card number.
  • Opted Out (OPTOUT) - The card account has been opted out of the Card Account Updater service, and it will not be checked for updates.
  • Rejected by Brands (NOGOOD) - The card account was rejected by the card brand, and it will not be checked for updates.
  • Contact Issuer (CONTACT) - Contact the card issuer for more information about this account.
Old Expiration

10/21

The previous expiration date for the card. If the expiration date hasn't changed, this column displays the current expiration date.
Old Last 41233The previous last 4 digits of the card number. If the card number hasn't changed, this column displays the current last 4.
New Expiration05/25The new expiration date for the card if the expiration date has changed; otherwise, blank.
New Last 41234The last 4 digits of the new card number if the card number has changed; otherwise, blank.
Old BrandMastercardThe previous card brand associated with the card account. If the brand hasn't changed, this column displays the current brand.
New BrandVisaThe new card brand associated with the card account if the brand has changed; otherwise, blank.
MID1234567890The CardPointe merchant ID associated with the update.
File ID20210607627

The unique identifier for the update request sent to the card brands.

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.

You can filter the results by Location and Last Update Response values.

You can sort the results by Amount, Email, Last 4, Last Update Date, Location, Name, Phone Number, Token, Date, and Transaction #.

Column Name

ExampleDescription
Transaction #

R123456789012

The retrieval reference number (retref) from the authorization response, preceded by one of the following capital letters:

  • R - Indicates a CardPointe Gateway transaction.
  • T - Indicates a third party transaction.
  • C - Indicates a cash transaction.
LocationOld CityThe descriptor of the Merchant ID performing the transaction. 

Descriptors for MIDs can be viewed and modified on the Administration page.
Date04/01/2020 09:58:00 AMThe date and time of the transaction, in Eastern Time.
NameJohn DoeThe cardholder's name, if provided.
Token9418594164541234

The secure token representing the customer's card number. The last 4 digits of the token match the last 4 of the card number, and are automatically updated if the card account number changes.

Click the token to view more detailed information on the profile(s) and update history associated with this card.

Last 41234The Last 4 digits of the card account used in the transaction. 

Click the hyperlink to display the update history for this account.

Amount

$10.00

The amount of the transaction.
StatusDeclined

Always "Declined."

ResponseExpired cardThe Gateway or processor response that describes the decline reason.
Last Update Date05/16/2021 11:59:05 AMThe date of the most recent update to the account used in the transaction.
Last Update ResponseNew Number

The most recent update that occurred for the account used in the transaction. One of the following:

Note: These status values are truncated on exported reports, as shown in parenthesis ( ) below.

  • Account Canceled (CLOSED)- The card account was closed or canceled. This status
  • Deleted (DELETED) - The customer profile was deleted, or the associated token was unenrolled from the Card Account Updater service.
  • Error Submitting (INVALID) - There was an error submitting the card account or token, and it will not be checked for updates.
  • Token Issue (TOKEN) - There was an issue processing the token, and it will not be checked for updates.
  • New Expiration (EXPIRY) - The card account was updated with a new expiration date.
  • New Number (UPDATE) - The card account was updated with a new card number.
  • Opted Out (OPTOUT) - The card account has been opted out of the Card Account Updater service, and it will not be checked for updates.
  • Rejected by Brands (NOGOOD) - The card account was rejected by the card brand, and it will not be checked for updates.
  • Contact Issuer (CONTACT) - Contact the card issuer for more information about this account.
Phone Number5555555555The cardholder's phone number, if provided.
Emailname@email.comThe cardholder's email address, if provided.

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.

For more detailed information on these requirements, see our Visa and Mastercard Stored Credential Transaction Framework Mandate support article.

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.

If only one of the Cardholder Participation options is applicable to your business, you can specify a default Cardholder Participation value on the Administration > Virtual Terminal Settings page, to avoid specifying a value for every transaction.

Navigating the Virtual Terminal

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

Card Pointe Web VT VT Overview
  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.

To create or update a Customer Profile, you must verify that you have obtained the cardholder's permission to store and reuse their payment details. If you have obtained their permission, either written or verbal, check the Cardholder Permission box.

Card Pointe Web VT Customers

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.

Card Pointe Web VT Billing Plans

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

Ensure that you obtained the cardholder's permission before you create a billing plan or update a billing plan with new payment information. For existing billing plans that you created before this feature was released, you must obtain the cardholder's permission when updating their profile.

Under Cardholder Permission, select the check box to verify that you obtained the cardholder's permission to store their payment information in CardPointe.

Modifying an Existing Billing Plan

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

Card Pointe Web VT Billing Plans Select Plan

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
Card Pointe Web VT Billing Plans Plan Detail

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
Card Pointe Web VT Scheduled Payments

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.

Card Pointe Web VT Scheduled Payments F Ilters

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.

Note: The CardPointe desktop application allows you to manage your catalog, while the CardPointe Mobile app allows you to manage your catalog and sell your products from the catalog. For more information on using the Catalog in CardPointe Mobile, please click here.

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.

Note: Discounts created in the CardPointe desktop application are immediately available for use within the CardPointe Mobile app.

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:

Type of IntegrationCurrent Offerings
CardPointe Hardware
eCommerceHosted Payment Page
CoreCommerce

WooCommerce
Integrated POS SolutionsClover
AccountingClique
InstantAccept

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.

Card Pointe Web Admin Descriptors

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.

Card Pointe Web Admin Users

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.

Standard users are restricted from creating or managing users, and can be further limited to specific data and functions by location. Admin users are granted full access to all data and functions.

  1. 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.

You are required to authenticate your account the first time you attempt to create a new user during your active session. CardPointe sends a Verification Code to your email address and prompts you to enter the code as shown below. A successful authentication is valid for the duration of your session.

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.

Card Pointe Web Admin VT

Custom Fields Configuration

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

Card Pointe Web Admin Custom Fields

Receipt Configuration

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

Card Pointe Web Admin 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. 

The batch close-out time that you choose should be no later than 9:50 PM EST in order to receive 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.

Card Pointe Web Admin Security

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.

You can now submit support tickets to request changes to your merchant account. See Updating Your Merchant Account for more information.

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.

Note: If the "Support Ticketing" option does not display on the "Site Permissions" tab, please contact your Partner for assistance.

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.

In order to ensure a quick response time, please refrain from opening more than one ticket on the same topic.

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:

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. 

The following ticket types require a digital signature and two-factor authentication to complete:

  • Bank Account Change
  • Legal Name/Tax ID Update
  • DBA Update

Bank Account Change

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

Before you begin, ensure that you have the following information available: 

  • The old routing and account numbers
  • The new routing and account numbers
  • The new bank account type (deposit, withdrawal, or both)
  • The Tax ID associated with the merchant account
  • The last 4 digits of the account owner’s Social Security Number
  • The merchant account owner's legal name
  • A voided check, in the event that your information cannot be verified automatically
Card Pointe Web Support Bank Change

The Bank Account Change ticket includes the following fields:

FieldDescription
Old Routing NumberThe current bank account routing number.
Old Account NumberThe current bank account number.
New Account Type

Select one of the following types for the new account:

  • Deposits & Fees
  • Deposits Only
  • Fees Only
  • ACH (ProfitStars)
New Bank NameThe name of the bank to which the new account belongs.
New Bank Phone NumberThe contact phone number for the bank to which the new account belongs.
New Routing NumberThe routing number for the new account.
New Account NumberThe bank account number for the new account.
Attachment

Optionally, attach one of the following to verify your new bank account information:

  • Voided check
  • Official bank letter

Note:
If you do not provide an attachment, you might be prompted to provide one if we are unable to verify your new account with the information that you provided.
Tax IDThe tax ID associated with the account, required to sign the form.
SSN-4

The last 4 digits of the account owner's SSN, required to sign the form.

Note: This is not required for non-profit or Individual/Sole Proprietor accounts.

Signer NameThe account owner's Legal Name, required to sign the form.

Legal Business Name/Tax ID Change

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

Card Pointe Web Support Biz Name Change

The Legal/Tax ID ticket includes the following fields:

FieldDescription
New Legal NameThe new legal name for this account.
New Tax ID

The new Tax ID for this account.

Must be 10 characters including the dash.

Attachments

One of the following, to verify your new information:

  • W9 form
  • SS-4 IRS issuance letter
  • 147C EIN Verification Letter
  • Most recent tax return
Tax ID
(Current)
The current Tax ID, required to sign the form.
Signer Name
(Current)
The account owner's current Legal Name, required to sign the form.

DBA Name Change

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

Card Pointe Web Support DBA Name Change

The DBA Change ticket includes the following fields:

FieldDescription
New DBA NameThe new Doing Business As (DBA) name that you want to use.
Tax IDThe tax ID for the account, required to sign the form.
SSN Last 4The last 4 digits of the owner's Social Security Number.
Signer NameThe account owner's Legal Name, required to sign the form.

Demographic (Contact Info) Change

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

Card Pointe Web Support Demographic Change

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

What is this fee on my statement?

See below for a list of fee definitions.

Authorization and Transaction

FeeDefinition
Authorization FeesCharged each time the card is swiped, keyed, or used in ecommerce, including approvals, pre-authorizations, verifications where card validity and/or AVS is confirmed, and declines. These authorization fees are only assessed on sales, not returns
Transaction FeesCharged for each settled transaction. Transaction fees are assessed on both sales and refunds.
ACH Batch FeesCharged each time the batch is closed. Typically, merchants close their accounts once daily
Voice Authorization FeesCharged if the merchant has to call the card associations to retrieve a voice authorization
Address Verification Fee (AVS)Charged each time the merchant has to enter a zip code or numbers of a street address for verification. This will always be charged on every transaction run through a CardPointe product since AVS is always passed
CardPointe Setup FeeOne-time charge for CardPointe setup
Monthly Platform FeeMonthly fee for using CardPointe
Authorization FeeCharged for each transaction run through any CardPointe product

Monthly and Miscellaneous

FeeDescription
Application Fee (One Time)Fee charged to submit and process a merchant services application, or to cover the cost of a 3rd party gateway or software product, such as Authorize.net.
Minimum Processing Fee (Monthly)Minimum amount the processor must make, dependent on the discount rate
Early Cancellation FeeOne-time charge for cancelling a merchant account when in breach of contract
DDA Rejects (Per Item)Charge which is only assessed when a withdrawal is rejected due to insufficient funds in the merchant’s bank account
Statement Fee (Monthly)Charge for preparing and sending the merchant statement, also known as the “Service Fee.”
Data Breach Fee or Service Protection ProgramMonthly fee that includes $50k in Breach Protection
Chargeback FeePer occurrence fee for every chargeback incurred by the merchant
Retrieval FeePer occurrence fee for every retrieval inquiry request issued by the card companies. Differs from Chargeback fee in that there is no action being taken, simply an inquiry into the transaction
Annual Membership FeeDefunct fee that is no longer used. Only used when converting old accounts and copied over from previous pricing
Equipment Rental Fee (Monthly)Monthly fee to cover the cost of renting hardware or other equipment
Regulatory Product Fee (Monthly)Monthly fee assessed to cover the cost of producing the 1099 forms required by the IRS for every merchant.
PCI Non-Compliance Fee (Monthly)Monthly fee assessed to the merchant if they do not validate PCI compliance within 90 days of activation
PCI Annual FeeAnnual fee to cover the costs of the processor to maintain full PCI compliance.
Wireless Fee (Monthly)Monthly fee to cover GPRS terminal cost for cellular service.
Wireless ActivationOne-time activation fee to cover GPRS terminal setup cost and SIM card.
Disc P/IDiscount charged per item for each transaction. This is typically seen for merchants who have a transaction fee assessed to the account or in EBT/PIN Debit sales


What do these declines mean?

Each decline comes with a code to help you understand why the error is happening. These decline codes are universal, and can be found by simply entering the code into your preferred search engine.

Who can help me after hours?

Merchants can call 877.828.0720, for after-hours support.

What are the next day funding cutoff times?

The cutoff time for next day funding vary from processor to processor. Contact your account manager to confirm the next day funding cutoff time for your processor.

In some cases, it may be possible to adjust the batch close-out time to occur later in the day, while still receiving the funds next day. Review the Configuring Later Next Day Funding Batches section of the CardPointe Web App support article for more information.

How do I void/refund a transaction?

  1. Merchants can void or refund a transaction done by a CardPointe terminal or device by going to the Virtual Terminal on the CardPointe platform. 
    1. Click Reporting.
    2. Locate the transaction.
    3. Click the Transaction#
    4. A button to Void or Refund the transaction displays under Transaction Detail
  2. If a merchant is using a 3rd Party Terminal, you will need void or refund at the terminal. 

If you still need help, please call 877.828.0720.

How can I change my demographic information in CardPointe?

Merchants can access the options to change their receipt information by going to Administration > Receipts subtab. 

To change the information associated with the account, you will need to contact a Merchant Solutions representative at 877.828.0720

How can I reconcile my funding vs my transactions?

You can access the record of all of your transactions under the Reporting tab in CardPointe. If you feel something is incorrect, please call one of our Merchant Solutions representatives for an answer.

What is the difference between funding summary and a batch report?

A batch report shows each transaction done in a particular time frame. A merchant can either batch automatically each day at a certain time, or batch manually at their terminal. A funding summary is what actually goes into the merchant’s bank account. This can be comprised of multiple batches, like after a weekend, and can also include debits from the account, like fees or charges taken out.

Where can I see my statements?

Your statements are accessible under the Reporting Statements tab. From there, you will be able to see all of your statements from any linked Merchant Identification numbers.

What is PCI compliance and how do I become PCI compliant?

The Payment Card Industry Data Security Standard (PCI DSS) is a set of industry rules passed down by the major card brands to protect merchants and customers from data breaches and identity theft. All merchants must be compliant, or risk facing a fine from the card brands. As a CardPointe merchant, your PCI compliance status is determined by your standing in Trustwave’s Trustkeeper portal. You can access this portal under the My Account tab on your CardPointe account.