Processor Support Contact List

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911 Software
Help

CreditLine Payment Processing Software Processor Setup. This site can also be reached at http://docs.911software.com

Not finding all the answers? Try Knowledge Base!

Important Support Note

DO NOT CALL the numbers below for CreditLine support. Processor tech support cannot help with troubleshooting CreditLine. Those numbers are for debugging merchant accounts and are to be used by CreditLine dealers only. For live CreditLine support, please contact your dealer

Merchant Account Setup Guidelines

1) Merchant account must be flagged for use with CreditLine Credit Card Software or 911 Software CreditLine Credit Card Software(not "Generic Software" or anything else).

2) Setup your accounts as Terminal Capture (data remains on the terminal and is settled there) NOT Host Capture. In other words, make sure that the account is setup for "Auth and Fund" (EDC Service Type 7) or "Auth and Capture" , not just "Auth" (EDC Service Type 0) or just "Purchase". This does not apply to processors that only support "Host Capture" (such as AMEX IP). Confirm that the account is NOT set for auto-capture/auto-settlement.

3) If you are planning to accept American Express/Discover, ask your credit card processor to enable it. 60% of the setup problems are due to the processor forgetting the enable/setup American Express cards on the account. This will cause batches to fail if there are any AMEX cards present. If you are not planning to accept AMEX, make sure "card is accepted" is NOT checked in AMEX Authorization Setup page.

4) Make sure that the Authorization Configuration for ALL CARDS and Settlement setup have the same setup or point to the same account (in most cases they have to be). Check CreditLine Manager Info Panel for warnings.

5) ALWAYS call processor support after the first batch to check if the transactions in question have been received by the credit card processor. If transactions are not received, check Authorization and Settlement Setup for EVERY CARD. In initial setup it is possible to overlook the fact that some cards are not setup to go to the live account that you are using. See CreditLine Setup Guide for setup instructions if a problem occurs.

6) When troubleshooting your merchant setup please call your processors and ALWAYS ask for PC Support or Advanced Product Support. They are the only ones who can help you directly. Your bank or processor customer service will not be able to have proper access to your account and will cause delays

7) Merchant Account changes may invalidate your license - please check with your CreditLine Authorized Reseller before changing processors

8) Don't forget to reload CreditLine confiration to apply the changes!

9) Check CreditLine Manager Info Panel for warnings after following step 9)

How To Work With Processor Support

→ Processor PC Support representative, whom you will be talking to may be overwhelmed with calls or new on the job. If you are unclear about what you need done or the rep is in crunch mode, the reps first reaction will be to tell you to speak with your software provider. If you follow the simple guidelines below, the troubleshooting session will be brief and efficient.

  1. Before contacting the processor go over the Merchant Account Troubleshooting Guide to determine if you can solve the problem yourself or if you can make a preliminary diagnosis to save time on the phone.
  2. Make sure to call Processor PC Support or ask for PC Support or Advanced PC Support, someone who can see the trial transactions that you or we have run on the account directly on the processing servers. In 99% of cases merchant account reps or bank reps do not have the right tools to help you, unless it is something very obvious like a typo.
  3. Make sure to identify yourself as the rep for 911 Software. Many times the processor support person will start by telling you to call your software support and try to hang up even the problem may be on his side. If you hear '"we don't support this software, please call your software support"', tell them, that you are calling from software support and go on to the next point.
  4. Ask the rep if you could go over the account settings. If you are getting the error while authorizing, read the settings directly from CreditLine Authorization Configuration Dialog for the particular card type that you were using. If the error is a batching error, read the settings directly from CreditLine Settlement Configuration Dialog. Click Merchant Setup Button to get to the settings.
  5. Clearly state how you are connecting to the account. Let the rep know if the account is IP (state the platform if available, such as FDMS North) or dial-up (state the phone numbers used) or both.
  6. Confirm that the account is terminal capture (not host capture)and setup for 911 Software CreditLine use. Insist on checking that both the platform and terminal capture (some reps do not know what that means, so ask) are set correctly.
  7. Confirm that the account is NOT set for auto-capture/auto-settlement. The software will close the batch on its own.
  8. Ask the rep if your transactions are hitting the server. Run a sample transaction while you are on the phone with them so that they can confirm that.
  9. Inform the PC Support representative whether you are receiving an error while authorizing or batching. Be specific. It helps to know if, for instance, you can auth but not batch. If you have the error, give the error to them.
  10. Some PC Support desks have the first line of defense that simply tells you to talk to your software provider. Tell them that you are a software provider representative and need to troulbeshoot the account with the processor PC Support reps. Go through the steps above.
  11. If the rep insists that you speak to the software provider, tell the rep that you setup quite a few of these accounts and there is an incorrect response or an error coming directly from their servers so is there anything that they can do to find out what is going on. Go through the steps above.
  12. If the rep tells you that they have no such error, tell the rep that while the error may be misinterpreted or the error code missing due to an incorrect server response. The error is coming from their servers and you just need the rep to help you troubleshoot. Go through the steps above.

SAMPLE CONVERSATION
The following much abridged conversation was taken from a real debugging session and can help you in finding the best strategy when dealing with a rep who is new or unwilling to debug the account properly
911:The merchant account does not batch. We think it is setup as host capture, please check for us.
R: We can't support your software, call your software provider
911: I am the software provider, I need support for the account not the software
R: The account is setup correctly, I don't know how to debug it
911: Is it setup as terminal capture?
R: Yes
911: Is it setup for North platform?
R: Yes
911: Why doesn't it batch?
R: We do not support 911 software. Please call your software support.
911: I am the software support. It has to be setup as XXX North, terminal capture. Do you know what terminal capture means?
R: No.
911: Is it on XXX North?
R: Yes
911: Our records indicate that the account was setup on XXX South and is moved to XXX North. Are you sure it is on XXX North now?
R: Yes, sure.
911: Can you PLEASE check that the account is setup as terminal capture
R: ok wait..... Sorry, the account is setup wrong.
911: What is wrong?
R: It is not setup on the North platform.


NOTE: Do not call the numbers below for CreditLine support. Processor tech support cannot help with troubleshooting CreditLine. These numbers are for debugging merchant accounts and are to be used by CreditLine dealers only.

For live CreditLine support, please contact your dealer

Processor Tech Support Contact Info

USA & Canada

American Express

Phone: Please have your dealer call American Express Web IP Helpdesk @ 800-297-5555.

Bank Of America

Not a stand-alone processor, but sets up a lot of "shell" accounts with processors. Sometimes it is useful to conference them in for debugging.

Phone: 800.228.5882

Datawire

For Datawire errors ONLY: call Datawire Advanced Product Support @ 1-800-704-4202 ext 3. If they ask, you are using server vx1.datawire.net (can be found in ccv_link.ini). Note: this number is not for CreditLine support, merchant account support only.


Concord

Web Site: http://www.concordefs.com and http://fdms.com

Phone: for IP accounts call EFS Net (Virtual Cyber Systems) @ 1-877-399-4545 option 8 (call after 10am EST)

for dial-up accounts call 1-800-347-8224

Note: these numbers are not for CreditLine support, merchant account support only.


Elavon/Nova

Web Site: https://www.novainfo.com

Phone: Merchant Services @ 800-725-1243

Note: this number is not for CreditLine support, merchant account support only.


Global

Phone: 800-692-5559

Web Site: http://www.globalpaymentsinc.com

For Datawire errors ONLY: call Datawire Advanced Product Support @ 1-800-704-4202 ext 3. If they ask, you are using server vx1.datawire.net (can be found in ccv_link.ini)

Note: this number is not for CreditLine support, merchant account support only.

Heartland Payment Systems (HPS)

Web Site: http://www.heartlandpaymentsystems.com/
Phone: 888-963-3600, 877-729-2968


First Data Corp-FDC-FDMS North-CES

Web Site: http://fdms.com/

Make sure the merchant account is flagged for CreditLine (not "Generic Software") in Equipment Information.

For DID (Datawire ID) errors ONLY call Datawire Advanced Product Support @ 1-800-704-4202 ext 3. If they ask, you are using server vx1.datawire.net (can be found in ccv_link.ini)

Other errors/questions call customer support at 800-346-3315 (generic switch desk), 800-959-0226(Bank Of America), 800-622-0842(Wells Fargo) or 877-273-8191 DO NOT press any keys or enter the MID - wait (2-3 min) until you get a live person (you can also try option 3 and 0) or you will be routed to someone with no knowledge about the system. Tell them you are calling from the technical support for the software company 911 Software CreditLine and need to debug a new account that has a problem. Describe the issue and ask to be transfered to the Technical Help Desk for software "NOT HARDWARE TERMINAL" support (be prepared to be transfered a few times). If they say that they don't have enough info on their system to help you, insist strongly that you be transfered to someone who does. Make sure to mention that you need your account setup through Datawire as terminal capture (some do not understand what this means, so you have to insist that they check) for 911 Software. If they cannot help you, try 954-851-7792

You can also try FDC Merchant Customer Support: (800) 762-6663

Note: these numbers are not for CreditLine support, merchant account support only.

First Data Corp-Omaha

Phone: 888-618-4377

First Data Corp-FDC-FDMS South-NaBANCO

Web Site: http://fdms.com/

Phone: 1-800-326-7985 - Ask for computer support.

Note: this number is not for CreditLine support, merchant account support only.


First Data Corp-FDC-All Other Plarforms

Web Site: http://fdms.com/

Please call First Data Customer Support @ 877-273-8191 and ask for the Relationship Manager, tell them you represent the software company. You can also try (800) 762-6663.

Note: these numbers are not for CreditLine support, merchant account support only.

Fifth Third Bank

Web Site: http://www.53.com

Phone: Call St Pete Platform Merchant Support @ 1-877-744-5300 opt 2, opt 3

or call Commercial Banking Merchant Services @ 1-800-375-1744 option 1, option 2, option 2, option 3. Ask for PC Support

Note: these numbers are not for CreditLine support, merchant account support only.

Lynk

Web Site: http://www.lynk-systems.com/

Phone: Call PC Support @ 800.200.5965. If you use Lynk SSL IP network, let them know, first.

Note: this number is not for CreditLine support, merchant account support only.

Moneris

Moneris Help Desk: 1 866 319 7450

Paymentech

Web Site: https://www.chasepaymentech.com/

Advanced Product Support (PC Support) : 1-800-934-7717. Don't forget to ask for Advanced Product Support.

If you are setup through Sterling, you have to call Sterling PC Support: 1-800-383-0561 - ask for Advanced Product Support or PC Support

Note: this number is not for CreditLine support, merchant account support only.

SAGE Payment Solutions

Web Site: http://www.sagepayments.com/

Advanced Product Support (PC Support) : (800) 261-0240

Note: this number is not for CreditLine support, merchant account support only.

TSYS - VITAL - VISANET

→ Did you follow TSYS Setup Guidelines?

Web Site: www.tsysacquiring.com/

Phone: Call PC Support @ 800-847-2772 Note: this number is not for CreditLine support, merchant account support only.

4Cs Caribbean

Web Site: http://www.4csonline.com/

Phone: (869) 465 3700

Note: these numbers are not for CreditLine support, merchant account support only.

Australia

MasterCard Internet Gateway Service - MIGS Australia

Bryan Feng at [email protected], tel +61-2-9466-3747 or mobile 61 418 166 631


Australian MIGS Banks

→ If you are having trouble with the representatives of your bank not knowing about MIGS, please contact #MasterCard Internet Gateway Service - MIGS Australia and have them help you with setting up an account at the bank of your choice

→ Make sure to inform your merchant account representatives to setup your accounts as "Auth & Capture", that is terminal capture mode, not host capture.

ANZ - eGate EFTPOS
Michael Funnell, phone 1800 039 025; http://anz.com/aus/bus/merchant/multiPOS/ANZ_egate.asp
Bendigo Bank - Website Payment Gateway 
http://www.bendigobank.com.au/public/business/merchant/non_face_to_face/non_face_to_face_trading.asp
CommonwealthBank (CBA) - ComWeb 
Ben Shaw at [email protected] or +61-2-9312-7408; CBA Direct Sales @ 1800 730 554; http://business.commbank.com.au/business_display/0,1928,CH2617,00.html
NAB 
http://nab.com.au
Suncorp - Suncorp payment gateway 
Aaron Alner, tel (07) 3836 1408 or mobile 0412 456 395
Westpac 
http://www.westpac.com.au

Gift Card Processors

USA & Canada

Givex

Web Site: http://givex.com

Phone: 877.478.7733

Note: this number is not for CreditLine support, merchant account support only.


Stored Value Systems / Comdata

Web Site: www.storedvalue.com

Phone: (502) 326-4692 or contact your SVS account manager directly

Email: [email protected]

Note: these numbers are not for CreditLine support, merchant account support only.

ValuTec

Web Site: www.valutec.net

Phone: 888-381-8258, 877-654-6937

Email: [email protected]

ValueLink / First Data / FDC

Web Site: http://valuelink.net

Phone: 877-848-8970

Note: this number is not for CreditLine support, merchant account support only.