What's New?
The following topics describe the latest updates and enhancements to the CardPointe web app.
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.
This release includes the following updates:
This release introduces Terms and Conditions for using the CardPointe web application. All users are required to review and accept the terms of use to continue using the application.
To review the Terms and Conditions or download a copy, see here.
Admin and Super Admin users can now enable email alerts to receive a notification when a new user is created in CardPointe.
When enabled, you will receive an email notification each time a new user is created for your account. The email includes the new user's details, so you can determine whether or not the user is valid and take any necessary actions.
To enable New User Alerts, do the following:
The CardPointe web application offers an intuitive user interface for complete control of your account.
The CardPointe interface contains the following pages:
CardPointe supports the following web browsers:
You can register for CardPointe using the Merchant Registration page.
To register your account:
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 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.
If you do not currently have access to the email account associated with your CardPointe account, contact support for assistance.
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.
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.
If you are not receiving the one-time security code, try the following:
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.
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:
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, see Creating Additional Users for details on creating 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.
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.
You can configure the types of notifications that display on the Dashboard screen by clicking the configure link.
The My Account page provides an overview of merchant accounts and payment devices.
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:
From this tab, you can:
To enable a device:
To disable a device:
From this tab, you can:
To track the shipping of an ordered device that has a status of "Shipped":
CardPointe provides you with multiple reports to help you get a better understanding of your account-related activity, making it easy to quickly create and download reports.
The following Reporting pages provide detailed information regarding all of your account activity:
Transactions
Displays all of your transactions, their details and status, as well as tools to sort, filter, and search by specific criteria.
Gateway Batches
Displays all batch-related information, including batch number, merchant location, batch amount, batch close date, batch status, and transactions included the batch.
Funding
Displays all funding-related events and details, such as funding date, bank account, the merchant location where the deposit was made, and the actual funded amount.
Chargebacks
Displays an overview of any chargebacks submitted by cardholders to dispute a specific transaction.
Retrievals
Displays an overview of any retrieval requests that were initiated by cardholders for further details regarding a specific transaction.
Statements
Displays detailed information about all payments received by the merchant for the selected date range.
Card Updates
Displays detailed information about card account updates received from the card brands, for accounts associated with your stored profiles (or tokens, for CardPointe Gateway API integrations).
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.
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.
Reporting Data Set | Gateway-Enabled Merchant | Acquiring-Only Merchant |
---|---|---|
Authorization | Yes | No |
Batch | Yes | No |
Settlement | Yes | Yes |
Funding | Yes | Yes |
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.
A description of each available column is provided below for reference.
Column Name | Example | Description |
---|---|---|
Transaction # | R123456789012 | The retrieval reference number (retref) from the authorization response, preceded by one of the following capital letters:
|
Serial # | C012UQ12345678 | The 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. |
Date | 04/01/2020 09:58:00 AM | The date and time of the transaction, in Eastern Time. |
Method | Sale | The type of transaction, such as sale, refund, force credit, etc. |
Name | John Doe | The name of the payer, if provided. |
Company | Generics Inc | The company name of the payer, if provided. |
Brand | Visa | The brand of the card used in the transaction. |
Last 4 | 1234 | The last 4 digits of the card number used in the transaction. |
Amount | $56.28 | The amount of the transaction. |
Auth Code | PPS417 | The authorization response code returned by the Gateway or processor. |
Status | Captured | The status of the transaction. |
Parent Transaction # | R012345678901 | The original, or prior transaction associated with a refund or ACH Return. |
User | Amy Smith | The CardPointe user performing the transaction, if any. |
Plan ID | 123456 | The ID of the associated billing plan, if any. |
Currency | USD | The currency used to process the transaction. |
Tip | $1.23 | The 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 text | The order number supplied with the transaction, if any. |
Invoice # | User-provided text | The invoice number supplied with the transaction, if any. |
Purchase # | User-provided text | The purchase number supplied with the transaction, if any. |
Tax Amount | $3.72 | The 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 PM | The date and time settlement occurred for the transaction. |
Capture Date | 04/01/2020 09:58:00 AM | The date and time the transactions was captured. |
Server # | 1 | The 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 | Gateway | The system that generated the transaction. |
App Version | CCN 2.2.4 0032 | The application version running on the payment terminal. |
Convenience Fee | $2.00 | The convenience fee submitted with the transaction. |
Credit Card Surcharge | $1.00 | The surcharge fee submitted with the transaction. |
AVS Response | Street and zip match | The Address Verification System response |
Token | 9418594164541111 | The token associated with the payment data. |
Address | 100 Main Street | The cardholder's street address, if provided. |
City | Wayne | The cardholder's city, if provided. |
State | PA | The cardholder's state, if provided. |
Zip | 19087 | The cardholder's zip, if provided. |
Phone Number | 5555555555 | The cardholder's phone number, if provided. |
name@email.com | The cardholder's email, if provided. | |
Token Source | CardSecure API | The system that generated the token. |
Terminal ID | User-provided text | A 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 # | 123456 | The batch number assigned to the transaction. |
Response | Approval | The gateway or processor response. |
Funded Batch # | 12345678 | The settlement batch number. |
Deposit ID | 1234567890 | The ID of the deposit event. |
Interchange Code | N01 | An 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 | 0.22 | The fees associated with processing the transaction, based on the interchange rate. |
Interchange Rate | 0.0005 | The rate used to calculate the interchange fees. |
Downgrade Reason Code | 25 43 73 | The code associated with the downgrade reason or reasons, if any. |
The following data is available only when clicking on a transaction to view the transaction details.
Name | Example | Description |
---|---|---|
Billing Address | 100 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. |
GSA | No | Indicates 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 text | The custom field names created within the Administration section of CardPointe, and the user-provided text supplied at the time of the transaction. |
Authorized Amount | $100.00 | The amount submitted during the authorization request. |
Captured Amount | $56.28 | The amount captured during the capture request. |
Click the column headings to sort the table in ascending order for that field. Click again to sort in descending order.
You can use filters to show only transactions from specific locations, dates, transaction statuses, and more.
Use the drop-down columns to narrow your results by one of the following criteria:
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.
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.
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.
Gateway Batch times are configurable on the Administration screen.
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.
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.
The Funding page displays all funding-related information, including the funding date, location, and funding total for each funding event. Click on the funding date for additional details about the funding event, including a list of all associated transactions.
Click Locations to show only funding reports for the selected locations, sort the funding events by clicking one of the column headings, or use the search box to find a specific entry.
The Chargebacks page displays all chargebacks submitted by cardholders to dispute a transaction, including the location, request date, due date, reason, and the original transaction information associated with the chargeback.
Click Display Columns to add or remove columns from the table, or Locations to show only chargebacks for the selected locations. You can sort the chargebacks by clicking one of the column headings, or use the search box to find a specific entry.
Click the Transaction # to view more information about the transaction in question.
The Transaction # column is only available for merchants that use the CardPointe Gateway.
The Retrievals page displays all retrieval requests submitted by cardholders for further details regarding a specific transaction, including the location, request date, due date, reason, and the original transaction information related to the request.
Click Display Columns to add or remove columns from the table, or Locations to show only retrieval requests for the selected locations. You can sort the retrieval requests by clicking one of the column headings, or use the search box to find a specific entry.
Click the Transaction # to view more information about the transaction in question.
The Transaction # column is only available for merchants that use the CardPointe Gateway.
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.
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.
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 | Example | Description |
---|---|---|
Update Date | 05/16/2021 11:59:05 AM | The date on which the card update occurred. |
Location | Old City | The 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 Response | New 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.
|
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 4 | 1233 | The previous last 4 digits of the card number. If the card number hasn't changed, this column displays the current last 4. |
New Expiration | 05/25 | The new expiration date for the card if the expiration date has changed; otherwise, blank. |
New Last 4 | 1234 | The last 4 digits of the new card number if the card number has changed; otherwise, blank. |
Old Brand | Mastercard | The previous card brand associated with the card account. If the brand hasn't changed, this column displays the current brand. |
New Brand | Visa | The new card brand associated with the card account if the brand has changed; otherwise, blank. |
MID | 1234567890 | The CardPointe merchant ID associated with the update. |
File ID | 20210607627 | The unique identifier for the update request sent to the card brands. |
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 | Example | Description |
---|---|---|
Transaction # | R123456789012 | The retrieval reference number (retref) from the authorization response, preceded by one of the following capital letters:
|
Location | Old City | The descriptor of the Merchant ID performing the transaction. Descriptors for MIDs can be viewed and modified on the Administration page. |
Date | 04/01/2020 09:58:00 AM | The date and time of the transaction, in Eastern Time. |
Name | John Doe | The cardholder's name, if provided. |
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. |
Last 4 | 1234 | The 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. |
Status | Declined | Always "Declined." |
Response | Expired card | The Gateway or processor response that describes the decline reason. |
Last Update Date | 05/16/2021 11:59:05 AM | The date of the most recent update to the account used in the transaction. |
Last Update Response | New 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.
|
Phone Number | 5555555555 | The cardholder's phone number, if provided. |
name@email.com | The cardholder's email address, if provided. |
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.
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.
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.
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.
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.
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.
You can setup billing plans for the following payment intervals:
To create a new billing plan:
CardPointe makes it easy for you to manage all billing plan details, such as:
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.
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:
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:
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.
The CardPointe Catalog enhances your selling experience within the CardPointe Mobile app. Using the CardPointe desktop application, you can:
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.
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:
Click Administration in the top nav of the CardPointe Desktop Application.
Click Users.
Select the user from the list.
Click the Site Permissions tab.
Check the Catalog Admin box.
Click Save.
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:
To add products to 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.
Note: Discounts created in the CardPointe desktop application are immediately available for use within the CardPointe Mobile app.
To create discounts in the CardPointe desktop application that can be applied to individual products in your catalog when selling with CardPointe Mobile:
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:
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 Integration | Current Offerings |
---|---|
CardPointe Hardware |
|
eCommerce | Hosted Payment Page CoreCommerce WooCommerce |
Integrated POS Solutions | Clover |
Accounting | Clique InstantAccept |
Differentiate between your various merchant accounts or locations by altering the labels for each of your merchant IDs on the Descriptors page.
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.
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.
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.
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.
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.
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.
Access the Batching tab within Administration to configure your batch close-out times for each merchant account.
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:
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.
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.
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.
If you are an admin and you wish to grant "Standard" users access to submit Support tickets, simply follow these steps:
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.
To create a support ticket in CardPointe:
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.
It's easy to add comments to a support ticket and to view a ticket's history.
To add additional comments to a ticket or to respond to our Support team:
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.
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.
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.
If you need to fill out a paper change request form, download one of the following:
The following ticket types require a digital signature and two-factor authentication to complete:
Before you begin, ensure that you have the following information available:
The Bank Account Change ticket includes the following fields:
Field | Description |
---|---|
Old Routing Number | The current bank account routing number. |
Old Account Number | The current bank account number. |
New Account Type | Select one of the following types for the new account:
|
New Bank Name | The name of the bank to which the new account belongs. |
New Bank Phone Number | The contact phone number for the bank to which the new account belongs. |
New Routing Number | The routing number for the new account. |
New Account Number | The bank account number for the new account. |
Attachment | Optionally, attach one of the following to verify your new bank account information:
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 ID | The 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 Name | The account owner's Legal Name, required to sign the form. |
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:
Field | Description |
---|---|
New Legal Name | The 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:
|
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. |
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:
Field | Description |
---|---|
New DBA Name | The new Doing Business As (DBA) name that you want to use. |
Tax ID | The tax ID for the account, required to sign the form. |
SSN Last 4 | The last 4 digits of the owner's Social Security Number. |
Signer Name | The account owner's Legal Name, required to sign the form. |
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."
See below for a list of fee definitions.
Fee | Definition |
Authorization Fees | Charged 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 Fees | Charged for each settled transaction. Transaction fees are assessed on both sales and refunds. |
ACH Batch Fees | Charged each time the batch is closed. Typically, merchants close their accounts once daily |
Voice Authorization Fees | Charged 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 Fee | One-time charge for CardPointe setup |
Monthly Platform Fee | Monthly fee for using CardPointe |
Authorization Fee | Charged for each transaction run through any CardPointe product |
Fee | Description |
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 Fee | One-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 Program | Monthly fee that includes $50k in Breach Protection |
Chargeback Fee | Per occurrence fee for every chargeback incurred by the merchant |
Retrieval Fee | Per 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 Fee | Defunct 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 Fee | Annual 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 Activation | One-time activation fee to cover GPRS terminal setup cost and SIM card. |
Disc P/I | Discount 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 |
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.
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.
If you still need help, please call 877.828.0720.
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
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.
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.
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.
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.