Phone Number Contact Information Now Supported

You can now associate a Phone Number with a merchant account, improving account management. 

For our existing users, this new Phone Number field will be located under the Email field in the following sections:

• The Contact Information section within your My Profile

• The Contact Info tab on your User Detail page 

When creating a new user, the Phone Number field will also be available under the Contact Information section during the setup process. 

Additionally, the authentication timeframe has changed from authenticating every three days to every 24 hours for all users.

CardPointe supports the following web browsers:

• Chrome
• Firefox 
• Microsoft Edge
• Safari

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

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.

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"

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.

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.

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.

To access the Batch Detail page for a specific batch, click on the batch number.

Batch Detail Page

Batch Detail Page Screenshot

The Batch Detail page provides a summary of the selected batch along with a table of transactions for the selected batch.

The top section of the page, includes an overview of the batch including:

• Amount
• Batch Number
• Status
• Location
• MID
• Batch GUID
• Document ID

The table below this section is a transaction table listing all transactions contained within the selected batch. For an in-depth overview of this table, refer to the section on Understanding Transaction Data.

To close the batch for the current batch period, click on the Close Batch button located on the upper-left-hand section of the page. This will end the batch period for the current day and send it to be approved. It will also automatically open and begin a new batch.

To export a batch as a CSV or Excel file, select the Export button located above the table of transactions. This will export the most current and up-to-date batch.

The Transaction Detail page for a transaction can be reached by clicking on the transaction number. Read more about the Transaction Detail page here.

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 to be brought to the Funding Detail page. This page will supply 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.

The Funding Detail page provides information on all of the transactions which occurred during the day. 

The Funding Summary located at the top of the page, provides a brief overview of the selected date. This summary consists of the Date, Location, Sales, Fees, and Total. 

Below this summary section are three tabs: 

• Transactions
• Funding Events
• Funded Batches 

The Transactions tab displays a table of all transactions which occurred during the day. This table can be exported as a CSV or Excel file by clicking the Export button located underneath the Transactions tab. This table can be sorted by any column by clicking on the column header.

By default, the columns selected for this table are

• Transaction Number
• Date
• Method
• Name
• Brand
• Last 4
• Amount
• Auth Code
• Status
• Order ID

More columns can be selected by choosing from the Choose Columns drop-down menu on the right-hand side of the page above the table. 

Each transaction can be viewed in detail by clicking on the transaction number for the transaction. By clicking the transaction number, will bring up the Transaction Detail page for the selected transaction. For an overview of this page, refer to the Transaction Detail page overview.

The Funding Events tab displays the following for the selected account:

• Net Sales
• Third Party
• Gross Income
• Location
• Date
• Bank Account

The Third Party field refers to all payment processing that must be processed by a third-party service provider (for example, amex).

The Funded Batches tab provides a table with all batch collections for the selected date. This table gathers all batches from all locations. The table is made up of the following columns: 

• Batch Number 
• Location
• Amount
• Close Date
• Status
• Deposit ID 

This table can be sorted by any of these columns by clicking the column header.

The Chargebacks page displays all chargebacks submitted by cardholders to dispute a transaction.

By default, the information displayed in the table on this page include the location, chargeback date, case number, reason, last four digits of the card, card brand, amount, and the original transaction number associated with the chargeback. Additional columns may be added by clicking on the Display Columns drop down menu located next to the Locations drop down menu. Additional columns include: 

• Date Logged
• Work Type
• Reason Code
• Ref Number 
• Auth Code

For a brief overview of chargeback reason codes, refer to the table below

The Retrievals page displays all retrieval requests submitted by cardholders for further details regarding a specific transaction.

By default, these retrieval requests are listed in a table with the columns 

• Location
• Request Date
• Due Date
• Reason
• Last 4
• Brand
• Amount
• Transaction Number. 

Other columns can be listed by selecting them from the Display Columns drop-down menu located above the table.

Merchant locations can be chosen from the Locations drop-down menu located next to the Display Columns drop-down menu.

To export this table as a CSV or Excel file, click the Export button located at the top left-hand side of the page.

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 columns headings or use the search box to find a specific entry.

Click the Transaction # to be brought to the Transaction Detail page. The Transaction Detail page gives further information about the selected transaction.

The Transaction Detail page displays all transaction information for the selected transaction. 

The top section of the page includes the Print Receipt, Email Receipt, and Refund buttons. Below is a table providing a brief overview of the transaction. This overview includes: 

• Subtotal
• Authorized Amount
• Captured Amount
• Settled Amount
• Date/Time
• Status
• Payment Type
• Location
• Method
• Gateway Batch #
• Funded Batch #

The lower part of the page holds the Customer Information section contains the details of the customer's payment. It also allows the user to save the customer's payment to a profile by clicking the Save Profile button.

The Process Details section includes the transaction number, order ID, front end, among other things. 

The Transaction History section displays the merchant's transaction history of the customer. 

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.

The new Form 1099-K page was added to CardPointe to allow users to access their yearly 1099-K forms. This page is located under the Reporting tab to the right of the Statements tab. When viewing this page, you can view up to 4 years of 1099-K forms. The location will automatically be selected based on the information given in the Descriptors settings. You have the ability to change the location by using the location dropdown located above the table.

The columns of the table are:

• Tax Year
• Summary View
• Detail View

Clicking on the Summary View or Detail View options for a given 1099-K form option will result in a PDF download of a form. The Summary View option provides the standard 1099-K form giving a one-page summary of the year's transactions. The Detail View option offers the Summary View overview in addition to a list of transactions and totals for each MID.

A new Site Permission was added to control access to this tab. The Form 1099-K permission is enabled by default for Admin users and can be enabled for Standard users. For more information on setting user permissions in CardPointe, refer to the User Detail section of this page.

What is a 1099-K Form? 

The 1099-K Form contains a report of all credit card processing. It contains only the gross reportable sales. It does not include any refunds or fees. The 1099-K forms for the previous year are available every February. For example, the 1099-K form for 2022 was made available in February of 2023.

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.

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

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.

  

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

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.

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:

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.

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.

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:

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:

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:

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:

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:

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

Edit the label for the merchant account in the text box of upper section of this page, Name of Business. 

Edit the labels for locations in their respective text boxes in the lower section of this page, Locations.

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

For each user the table on this page displays:

• First Name
• Last Name
• Email
• Status
• User Type
• Date Added
• Last Log on Date

To access the User Detail page for a given user, click on either the first or last name of the user. 

To export this table as a CSV or Excel file, use the Export button directly beneath the Users tab. 

To create a new user, click the New User button located next to the Export button. 

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.

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.

User Detail Page

The User Detail page displays the contact information, dashboard notifications, email notifications, and transaction history for the selected user. 

Depending on the permissions of the selected user, the tabs on the User Page are the following: 

• Contact Info
• Location Permissions
• Site Permissions
• Dashboard Notifications
• Email Notifications
• Transactions
• Terminal

Contact Info

The Contact Info tab displays the following information for the selected user: 

• Username
• First Name
• Last Name
• Email
• Time Zone
• User Type

The first and last names can be edited within the text box. The Time Zone and User Type can be edited in their respective drop-down menus. To save changes made to the profile, click the Update button at the bottom of the page. Otherwise, click the highlighted Cancel text. 

The Reset Password button will reset the password for the user. The Delete User button will delete the user from the CardPointe account.

If the selected user has not registered to the account with their email address, a Resend Registration Email button will appear at the top of the page. Click this to resend a registration email to the selected user. 

Location Permissions

The Location Permissions tab lists the locations associated with the account. To give the user permission for a location, that location must have a check mark on the box to the left of the location name. To check all locations, click the Toggle All Locations button at the top of the page. After altering details on this page, save the changes by pressing the Update button. Otherwise, click the underlined Cancel text. 

Site Permissions

The Site Permissions tab lists the permissions for a selected user. These permissions are organized into four sections: 

• Catalog Admin
• Virtual Admin
• Reporting
• Billing
• Support

To grant permissions to the selected user, click the checkboxes to the left of each permission name. To save these changes, click the Update button at the bottom of the page. Otherwise, click on the underlined Cancel text. 

Dashboard Notifications

The Dashboard Notifications tab can be used to edit the notifications the user receives on their CardPointe Dashboard. The notifications are broken into two types: System Notifications and Transactions & Event Notifications.

To grant permissions for the selected user, click on the checkbox to the left of the permission name.

In the Transactions & Event Notifications section, the location for which the user would receive notifications can be changed by clicking on the drop-down menu at the top of the section.

At the bottom of each section is a Save button that must be clicked to save any changes made to their respective sections.

Changes made can be disregarded instead of saved by clicking the Cancel text located next to the Save button.

Email Notifications

The Email Notifications tab can be used to edit the notifications the selected user receives through their registered email. The layout and options are the same as the Dashboard Notifications. 

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 CardPointe Integrated Terminal on Virtual Terminal to accept payments using a CardPointe Integrated Terminal.

These settings are split into three sections: 

• Virtual Terminal/Transaction Detail Settings
• Customer Profile
• CardPointe Integrated Terminal for CardPointe Virtual Terminal

To save changes in these sections, click the Save button at the bottom of their respective section. Otherwise, click on the underlined Cancel text. 

Below is a table of the fields available for the Virtual Terminal in the Virtual Terminal/Transaction Detail Settings and their corresponding description.

The options for the required fields for Customer Profile creation in the Customer Profile section are: 

• Company Name
• Address
• Address 2
• City
• State
• Zip
• Country
• Email
• Phone. 

The CardPointe Integrated Terminal for CardPointe Virtual Terminal has one checkbox to Activate CardPointe Integrated Terminal on Virtual Terminal. 

Activating this setting will give you the ability to process transactions with your CardPointe Integrated Terminal on the CardPointe Virtual Terminal (via the Device/Terminal Card Entry button). In order to process a transaction on a CardPointe Integrated Terminal, the logged-in user needs to be paired with that terminal. Users can pair to a terminal via their My Profile page. Administrators can also pair users via the Administration > Users page.

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

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

On the left side of this page, there is a digital representation of the receipt which the customer will receive after a transaction. Above this is a location drop-down menu to select the receipt template for another location. 

The fields which can be configured to display on the receipts are: 

• Email Subject 
• Business
• Address 1
• Address 2
• City
• State
• Zip
• Phone
• Card Number
• Card Holder
• Support Number
• Custom Fields
• Tax
• Convenience Fee
• Signature Line
• Message.

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

Select the merchant account which you wish to alter from the drop-down menu at the top left-hand side of the page. 

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:

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.

This page is split into three sections: 

• Security Features
• Transaction Amount Limits
• CVV/AVS Validation. 

The Security Features section is used to select the merchant account to which changes will be made. 

The Transaction Amount Limits section is used to create a transaction amount limit. This section lists each MID followed by a checkbox and a text box. To set a limit for a MID, click on the checkbox and enter the desired amount into the text box. 

The CVV/AVS Validation section is used to activate validations for CVV and AVS, as well as transaction thresholds. 

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.

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.

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

To create a support ticket in CardPointe:

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:

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.

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.

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

The Bank Account Change ticket includes the following fields:

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:

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:

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."