This page provides information on the support ticket categories and reasons to help you request the support you need.
3rd Party Setup Tickets
| Ticket Reason | Ticket Description | Support Team |
| Datawire/Apriva Request | Requests to provision Datawire (IP) and Apriva (Wireless) terminal setups | Merchant Solutions |
| Device Deployment and Supplies | Requests for paper orders, non product suite terminal and supply orders | Deployments |
| Bank FIID Update | Requests to update Bank FIID on merchant account | Boarding |
| Nashville TID/VAR - Add | Auto Generated from Add Ons - request for Nashville frontend TID/VAR | Boarding |
| Buypass TID/VAR - Add | Auto Generated from Add Ons - request for Buypass frontend TID/VAR | Boarding |
| Cardnet TID/VAR - Add | Auto Generated from Add Ons - request for Cardnet frontend TID/VAR | Boarding |
| Compass TID/VAR - Add | Auto Generated from Add Ons - request for Compass frontend TID/VAR | Boarding |
| TSYS TID/VAR | Requests for TID/VAR for TSYS Backend/Frontend | Boarding |
| Dual Processing | Requests to enable dual processing on Omaha frontend platform | Boarding |
| 3rd Party Gateway Setups/Requests | Requests for Auth.net, NMI, Paytrace, Securenet and EPN setups | Deployments |
| NYC Support | NYC OFFICE SPECIFIC - requests for support specific to the NYC office | NYC |
| NYC Paper Orders | NYC OFFICE SPECIFIC - Paper Order Requests | NYC |
| Buypass TID/VAR - New | Requests for TID/VAR for Buypass frontend platform | Boarding |
| Nashville TID/VAR - New | Requests for TID/VAR for Nashville frontend platform | Boarding |
| Cardnet TID/VAR - New | Requests for TID/VAR for Cardnet frontend platform | Boarding |
| Compass TID/VAR - New | Requests for TID/VAR for Compass frontend platform | Boarding |
| Clover Order - New | Clover orders submitted through Orders tab prior to account's submission | Boarding |
Account Update
| Ticket Reason | Ticket Description | Support Team |
| MCC / SIC Update | Requests to make updates to merchant’s MCC | Merchant Solutions |
| Telecheck | Requests to enable Telecheck | Boarding |
| Transarmor | Requests for Transarmor Setup | Boarding |
| Entitlement Update | Requests to enable/disable card types acceptance such as Amex, Discover, Wex, etc. | Merchant Solutions |
| Pricing Update | Requests that have financial impact such as updating price structures, basis points, monthly fees, etc | Merchant Solutions |
| Gift Card Set-up | Requests to set up a gift card program or edit a merchant's existing gift card program | Merchant Solutions |
| Bank Account Change | Requests to change merchants’ bank accounts (Deposits/Fees/Both) | Merchant Solutions |
| Legal/Tax ID | Requests to make updates to merchant’s Legal name and/or Tax ID information | Merchant Solutions |
| DBA Name Change | Requests to update merchant's Doing Business As (DBA) name | Merchant Solutions |
| Demographic Change | Requests to update DBA and mailing address, phone #’s, email, and descriptor updates for credit card holder’s statements | Merchant Solutions |
| Funding/Billing Frequency Changes | Updates to the frequency in which fees get charged (Monthly or daily) | Merchant Solutions |
| AliPay Enablement | Requests to enable Alipay | Boarding |
BluePay Gateway
| Ticket Reason | Ticket Description | Support Team |
| BluePay Gateway Activation/ Setup | Requests to set up BluePay Gateway for processing merchant | Boarding |
| BluePay Gateway Only Setup | Requests for BluePay gateway only (GWO) setups | Boarding |
| BluePay Gateway Support | BluePay Gateway Support | BluePay Gateway Support |
| BluePay Password/Reset | Requests to reset login credentials for BluePay gateway | BluePay Gateway Support |
| BlueChex ACH Support | Requests for support with BlueChex ACH | BluePay Gateway Support |
| BluePay Gateway API/HPF | Requests to set up BluePay API/HPF | BluePay Gateway Support |
| Caledon Gateway Setup | Caledon Gateway Setup | Boarding |
| BlueChex ACH Activation | Post Boarding Ticket Reason - request to setup BlueChex ACH | Underwriting, Boarding |
| BlueChex Direct to Bank ACH Activation | BlueChex Direct to Bank ACH Activation | Boarding |
CardPointe Services
| Ticket Reason | Ticket Description | Support Team |
| CardPointe Terminal/GatewaySupport | General CardPointe Support ticket reason for support on all gateway related products and services | CardPointe |
| CardPointe Equipment Return Request | Requests to return CardPointe suite of products | Deployments |
| Production Credentials | Ticket reason to request production gateway API credetials for gateway integrations, ISV partner's, etc. | CardPointe |
| Hosted Payment Page Inquiry | Ticket request to get a merchant setup with the CardPointe Hosted Payment Page | CardPointe |
| CardPointe Password/Registration Request | Ticket reason for all CardPointe password resets and registration assistance | CardPointe |
| CardPointe Terminal Platform Change | Requests to move an account from a non-CardPointe supported backend platform (ie. Omaha) to North specifically to use CardPointe equipment | CardPointe |
| CardPointe Gateway Activation/Setup | General CardPointe Support ticket reason for support on all gateway related products and services. | CardPointe |
| Device Troubleshooting | Used for troubleshooting CardPointe Terminals and integrated gateway devices such as Bolt, PanPad, etc. | CardPointe |
| CardPointe Gateway Only Setup | Ticket for CardPointe Support to setup a gateway only account. These tickets are created soley by the Underwriting department after recieing and validating a "CardPointe Only" account lead. | CardPointe |
Clover Setup/Requests
| Ticket Reason | Ticket Description | Support Team |
| Clover Order - Add | Auto Generated - Clover Order added post boarding | Boarding |
| Clover Menu | Requests to upload a merchant's menu to applicable Clover devices | Boarding |
| Clover Re-Provisioning | Requests to move serialized Clover equipment from one merchant to another. Be Advised * Device(s) must be batched out. Reprovisioning device(s) with open batches risk losing transaction data/funding * Clover Go's are plug n' play, not serialized, and are not part of the reprovisioning process; they only require that the Clover account/software are setup * Mini and Flex products require Pin Debit entitlement * To add Clover pricing, a pricing page will be required and need to be signed off by the merchant | Boarding |
| Clover Parts | Requests for Clover accessories post terminal purchase | Boarding |
Feature Setup
| Ticket Reason | Ticket Description | Support Team |
| InStore POS | CoPilot add-on to setup Instore POS | CardPointe |
| Gateway API Welcome Email | CoPilot add-on for one-off merchants to receive a general welcome email to integrate to the CardConnect gateway. This email is sent to the merchant email on file. | CardPointe |
| CardPointe HPP | Ticket add-on to get a merchant setup with the CardPointe Hosted Payment Page | CardPointe |
| WooCommerce | CoPilot add-on to request CardConnect's Woo Commerce plugin welcome email | CardPointe |
| 3DSecure | 3DSecure Setup | CardPointe |
| ACH Powered by ProfitStars | CoPilot add-on created by Underwriting under a new ACH lead for CardPointe Support to complete an ACH gateway setup | CardPointe |
| BlueChex | Request for BlueChex Setup | Underwriting |
Link Request
| Ticket Reason | Ticket Description | Support Team |
| Trustwave Linking | Requests to link multiple merchant accounts for PCI completion. MIDs linked in Trustwave will share the compliance status of the set Primary account. | Merchant Solutions |
| Clientline Chaining | Requests to link multiple merchant accounts in Clientline reporting access | Merchant Solutions |
| CoPilot/CardPointe Linking | Linking request ticket to link/delink merchant accounts in CoPilot/CardPointe | CardPointe |
Partner
| Ticket Reason | Ticket Description | Support Team |
| Residual Question that Applies to Multiple MIDs | Research requests for residuals regarding multiple MIDs or portfolio-wide questions | Partner Solutions |
| 3rd Party Integration | General questions regarding 3rd-party compatibility or integration questions | Partner Solutions |
| General Boarding Questions | General questions regarding prospective account setups including Device/TID compatibility or solutions | Partner Solutions |
| Demo Requests | Submission of Clover Demo order. Requires Demo Request form to be submitted. | Partner Solutions |
| Profile Maintenance | Changes to the Partner Profile; Legal, DBA, Address, Phone Number | Partner Admin |
| Bank Account Change (Partner) | Changes to the Partner's Bank Routing/Account Number | Partner Admin |
| Sales Code | Sales Code Requests; New or Changes to an Existing Sales Code | Partner Admin |
| CardConnect Email Setup Request | Requests to obtain a CardConnect email address | Partner Admin |
Research
| Ticket Reason | Ticket Description | Support Team |
| Authorization/Full Card Number Request | Requests for authorization logs, full card numbers | Merchant Solutions |
| Deposit/Transaction Assistance | Requests to resolve any inquiries related to missing deposits and/or transactions, finding cardholder’s info and adjusting combined/separate batches | Merchant Solutions |
| Sales Code Change | Request to change the sales code on an individual account | Partner Solutions |
| PCI Question | Requests for PCI related inquiries such as removing/adding the fee, password resets and changing email | Merchant Solutions |
| Pin Debit Chargeback | Requests to help dispute credit and pin based chargebacks | Merchant Solutions |
| Residual Questions | Request for research of residuals on a specific MID or residual item. | Partner Solutions |
| Research Request | Any request that involves further investigating for a complex/escalated issue | Merchant Solutions |
| Statement/Reporting Assistance | Statement descriptor updates, questions about statements, as well as setting up reporting access such as Clientline and AccessOne | Merchant Solutions |
| MPA Request | Request to gain access to the original application on file | Merchant Solutions |
Risk Collections
| Ticket Reason | Ticket Description | Support Team |
| Back Bill/Misc. Adjustment Requests | Requests to charge the merchant unpaid fees such as pricing rates, equipment, network fees, etc. | Risk/Collections |
| Underwriting (ACH ProfitStars) | Requests for ACH setup or maintenance | Underwriting |
| Acct Cancellation Request | Requests to cancel/close account | Risk/Collections |
| ACH Reject | Used to alert sales agents/offices and internal teams that an ACH Reject has occurred and what actions will be taken. | Risk/Collections |
| Account Reactivation | Requests to reopen an account that is currently cancelled/closed | Risk/Collections |
| Risk Management (Collections) | Inquires related to current collections issues, held funds, rejected fees – Typically, ticket opened by Collections Dept. | Risk/Collections |
| Risk Management (Underwriting) | Requests for Risk Reviews or Notifications from Risk | Risk/Collections |
| Refund Research | Requests to further investigate a refund request from either a merchant, sales office or even internal employee | Risk/Collections |
| Seasonal Account Activation/Deactivation | Requests to place account on or remove a seasonal closure | Merchant Solutions |
| Refund Request | Requests to refund processing fees to merchant or to a sales partner, when applicable, due to billing error/discrepancy (not the same as cardholder refunds) | Risk/Collections |
| Periodic Risk Review | Internally driven ticket indicating periodic review - may require financials from merchant | Risk/Collections |