CardPointe at a Glance

The CardPointe web application offers an intuitive user interface for complete control of your account.

The CardPointe interface contains the following modules:

• Dashboard - Displays transaction activity, recent funding events, funding trends, and notifications.
• My Account - View your Merchant Accounts, add products, services and hardware, and manage PCI compliance.
• Reporting - Access transactions, gateway batches, funding events, chargebacks and statement archive.
• Virtual Terminal - Use the Virtual Terminal to accept card-present and card-not-present transactions.
• Catalog  - create and manage your product catalog for use with the CardPointe Mobile app.
• Marketplace - Shop for CardPointe terminals and card reader devices, eCommerce solutions, integrated POS solutions, and more.
• Administration - Manage users, configure the Virtual Terminal, customize receipts, define batch times, and more.
• Support - Create and submit support tickets, or contact CardPoine Support directly.

Supported Browsers

CardPointe supports the following web browsers:

• Chrome 51.0 and above
• Firefox 32.0.2 and above
• Internet Explorer 11 and above
• Safari 9.1.1 and above

Registering Your CardPointe Account

CardConnect merchants can register for CardPointe using the account registration log in page.

To register your account:

1. Enter your Merchant ID (MID), your Tax ID or Social Security Number (SSN), and your zip code in the corresponding fields.
2. Click Submit to Confirm. The Set Up Admin screen displays, allowing you to associate an administrative user with your Merchant Account.
3. Upon completing these fields, click Submit. CardConnect will send you an email that includes a link to complete your registration.

Accessing CardPointe

You can access CardPointe at the following URL:

https://cardpointe.com 

Simply enter your account credentials and click Log in.

CardPointe Dashboard

The Dashboard provides a a high-level overview of a merchant's activity. You can easily navigate and view transactional data in addition to any account alerts.

• Transaction Activity
• Recent Funding Events
• Funding Trends
• Notifications

Configuring Dashboard Notifications

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

Managing Your Account

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

Signing Up for Paperless Account Statements

It's easy to sign-up for paperless statements in CardPointe. From the "My Account" screen, 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.

Equipment Management

You can track the fulfillment status of device orders and activate the devices within CardPointe. This can be accomplished from the following two tabs on the My Account screen:

Equipment Tab

From this tab, you can:

• View a list of your account’s existing devices.
• Activate a device, which validates the device’s chain of custody for security purposes.
• Deactivate a device that is not in use.

Orders Tab

From this tab, you can:

• View your account’s equipment order history.
• Track the shipping status of device orders.

Activating 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.

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. 

Tracking a Device's Shipping Status

To track the shipping of an ordered device that has a status of "Shipped":

1. Navigate to My Account and click the Orders tab.
2. Locate the order that you'd like to track and click the arrow to the right of it. 
   
   

3. Click the Tracking Number link to view the order's shipping status. 

   

Reporting

CardPointe provides you with a handful of reports to help you get a better understanding of your account-related activity, making it easy to quickly create and download reports.

You can generate reports in .CSV (spreadsheet) format for the following activities:

• Transactions
  Provides transaction history, including but not limited to transaction number, merchant location, date of sale, payment card brand, transaction amount, and transaction status.

• Gateway Batches
  Provides batch-related information, including batch number, merchant location, batch amount, batch close date, and batch status.

• Funding
  Displays batched deposits funded to your merchant bank account. Deposit specifics in this report include funding date, bank account, the merchant location where the deposit was made, and the actual funded amount.

• Chargebacks
  Displays all chargebacks that occurred within your merchant account. Chargeback specifics in this report include but are not limited to merchant location, the last 4 digits of the card used to process the initial transaction, payment card brand, chargeback date, case number assigned, the amount being disputed, and the transaction number.

• Statements
  Provide detailed information about all payments received by the merchant for the selected date range.

Transactions Reporting

Transactions-based reports provide transactional data—including sales, refunds, forced credits, and payment card verifications—that took place at the merchant locations that are attached to your account. 

Navigating the Transactions Tab

Refer to the screenshot below and the descriptions that follow for navigating the Transactions tab.

1. Click Unsaved Report to create and save a new report. Upon saving the report, the name of the report displays.
   
   Clicking Show Filters reveals any filters that are applied to the current report.
2. Click Saved Reports to choose from a list of existing saved reports. Selecting any of the following filters allows you to customize the transactional data that displays in the report:
   • Location - Displays the merchant locations that are linked to your account.
   • Date - Click to define a date range for the report.
   • Method - Click to choose the transaction methods for inclusion in the report. Options include:
     • Sale
     • Refund
     • Force Credit
       
     • Verify
   • Status - Click to choose the transaction statuses that you wish to include in the report. 
   • Front End - Click to choose whether you want to view transactional data that was processed through a specific point of interaction, including APIs, Hosted Payment Page, CardPointe, CardPointe Mobile, CardPointe Terminal, etc.
   • Columns - Click to choose the columns to include in the generated report.
3. Click Download to save the current report data to your computer as a .CSV (spreadsheet) file.
4. Enter a search term to search the report columns for specific information or data.
5. Select a column header to sort the report data by ascending/descending order.
6. Select a Transaction # to display the details for that specific transaction.

Gateway Batches Reporting

Gateway Batch reports display batch-related information, including the batch number, merchant location, batch amount, batch close date, and batch status.

Navigating the Gateway Batches Tab

Refer to the screenshot below and the descriptions that follow for getting around the Gateway Batches tab.

Levels of Reporting

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

For example, Virtual Terminal and API transactions realize the complete reporting set (Gateway Enabled). Meanwhile, transactions from a third-party device such as Verifone or Clover do not supply Authorization or Batch details (Acquiring Only).

Virtual Terminal

The CardPointe Virtual Terminal allows you 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.

Accepting EMV Transactions

If you want to accept EMV (chip) card payments using the CardPointe Virtual Terminal, you can add a Bolt terminal to your solution. See the Bolt + CardPointe Virtual Terminal for more information.

Navigating the Virtual Terminal

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

1. The merchant location that you would like to run a transaction against. This automatically defaults to the first location listed within the Locations section of the Administration screen. 
2. The type of transaction that you wish to run through the Virtual Terminal. This option automatically defaults to Sale. Available transaction options include:
   • Sale - Process a sales transaction. The Transaction Processes available with this option include Authorize and Capture and Authorize Only.
   • Force Credit - Allows you to process refunds without reference to the prior sale transaction when either (a) the sale occurred over a year before the refund, or (b) the sale was processed through a payment gateway other than CardPointe. Please be advised that enabling force credit functionality in the virtual terminal increases your exposure to possible fraud. When enabled, force credits allow users with sufficient permissions to issue credits to consumer cards for the purposes described above, and you are required to ensure that all force credits comply with applicable card organization rules.
     Note: The ability to process Force Credit transactions must be enabled for your merchant account. Additionally you are required to authenticate your account for the first Force Credit transaction in your current session. See Authenticating a Force Credit Transaction for more information.
   • Verify - Verify a customer's payment method without authorizing funds (also known as a Zero Dollar Value Authorization). A Zero Dollar Value Authorization performs an Address Verification (AVS) check, and confirms that the three or four digit Card Verification Value (CVV) code is valid. 
3. The transaction process type that you would like to run when processing a sale through the Virtual Terminal. This option is available only when the transaction type is set to Sale. Available transaction process types include:
   • Authorize and Capture - Authorizes the availability of funds from a customer’s payment source, and then transfers those funds from the customer’s account to the your merchant account.
   • Authorize Only -  Authorizes the availability of funds from a customer’s payment source so that funds may be captured at a later time.
4. Search for an existing customer profile to associate with a transaction.
5. The customer's billing and contact information that you wish to associate with the transaction. Additional details about this section:
   • The Name on Card field is mandatory, and all other fields are optional.
   • Selecting the Email Receipt checkbox emails a receipt of the transaction to the address provided in the Email Address field.
   • The Store Customer Profile checkbox is selected by default. Unchecking this box will result in the customer's payment profile not being saved for use at a later time.
6. You can manually enter the customer's payment card information in this section of the Virtual Terminal. If you are performing a card-present transaction, clicking swipe/secure key displays a message prompting you to swipe the customer's payment card.
7. Enter the transaction amount in the Amount field.
8. Select the Customers tab to easily add new customer profiles to your merchant account, as well as edit existing customer profiles.
9. Select the Billing tab to easily create recurring billing plans for your customers. See Billing for detailed information.

Billing

CardPointe provides the ability to quickly 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:

• Daily
• Weekly
• Monthly
• Yearly

Creating a New Billing Plan

To create a new billing plan:

1. On the Virtual Terminal tab, select Billing.
2. Click New Billing Plan. The Create Billing Plan screen displays. 
   
   
3. If you have multiple merchant locations, select the location that you wish to create the billing plan for. 
4. Enter the customer's billing and contact information in the corresponding fields. Please note the following:
   • The Name on Card field is mandatory, and all other fields are optional.
   • The Always use default payment method for this profile checkbox is selected by default. When this box is selected, the default payment method that is assigned to the customer's profile is used for the billing plan. To edit a customer's default payment method, navigate to Virtual Terminal > Customers tab > select a customer > select a payment method at the right of the screen > click Make Default.
   • Selecting the Email Receipt checkbox emails a receipt of the transaction to the address provided in the Email Address field.
5. In the Plan Scheduling section of the screen, choose the desired billing interval from the drop-down. By default, Monthly intervals are selected as this tends to be the most commonly used billing interval.
6. Choose the billing Start Date.
7. Choose the billing frequency in the Bill Every field. In this example, the customer will be billed on a bi-monthly basis since the Monthly interval is selected, and because the billing frequency entered in the Bill Every field is set to 2 months. 
8. In the Until field, choose whether the billing plan should end based  on the following options:
   • Cancelled - The plan will remain active until it is cancelled by the customer.
   • Date - The plan will remain active until a specified date.
   • # of Payments - The plan will remain active until a specified amount of payments are received.
9. Enter a name for the plan in the Plan Name field.
10. Enter the amount owed for the billing plan in the Amount field. Upon entering a billing amount, the Billing Schedule Preview section displays the number of payments that remain for the billing plan. 
11. When finished, click Save to create the billing plan.

Catalog

The CardPointe Catalog enhances your selling experience within the CardPointe Mobile app. Using the CardPointe desktop application, you can:

• Easily create products with custom pricing.
• Assign your products to product categories.
• Create monetary and percentage-based discounts that can be applied at the product and cart levels when selling with CardPointe Mobile.
• Define tax settings.

Granting Users Access to CardPointe Catalog Management

Any CardPointe user with access to the Virtual Terminal can also process transactions using the Catalog in CardPointe Mobile. However, for a user to be able to create products, categories, and discounts in both the CardPointe desktop application and in CardPointe Mobile, you must grant the user permission via a setting on the "Administration" screen in CardPointe Desktop.

To enable Catalog management for your CardPointe users:

1. Click Administration in the top nav of the CardPointe Desktop Application.

2. Click Users.

3. Select the user from the list.

4. Click the Site Permissions tab.

5. Check the Catalog Admin box.

6. Click Save.

Creating Products

Products are any items that you sell using CardPointe Mobile. The products that you create in the CardPointe desktop application are selectable in CardPointe Mobile on the "Register" screen during the checkout process.

To create a product:

1. Click Catalog in top navigation and select the Products tab.
2. Click New Product. 
3. On the "New Product" screen:
   • Give the product a name. 
   • Enter the product price.
   • If the product has a SKU, enter it in the "Product SKU" field (optional).
   • To apply a discount to the product, search for and select the discount in the "Discount" field.
   • Choose whether the product should be "Active." If a product is not active, it will not be selectable on the "Register" screen during the checkout process in CardPointe Mobile. We recommend using this setting when a product is out of stock.
   • Enter a description of the product (optional).
4. When finished, click Save.

Creating Categories

You can group your products into product categories to make them easier to manage in CardPointe Mobile. For example, if you sell electronic products, then your product categories might be TVs, speakers, computers, and cables. You may also wish to create product categories for products that are on sale, seasonal items, or for products in a specific size or color.

To create categories in the CardPointe desktop application:

1. Click Catalog in top navigation and select the Categories tab.
2. Click New Category. 
3. On the "Add Category" screen:
   • Give the category a name.
   • Choose whether the category should be "Active." If a category is not active, you will not be able to select the category during checkout when selling with CardPointe Mobile.
   • Select a color to help distinguish the category from others that you create. You must choose a color in order to create the category.
   • Enter a description for the category (optional).
   • Click Save.

Adding Products to Categories

To add products to categories in the CardPointe desktop application:

1. Select an existing category from the list on the Categories screen (Catalog > Categories tab). 
2. Click the Add/Remove button to assign products to the category. 
3. Locate and select the products from the list of available products.
4. When finished, click Save.

Creating Discounts

You can offer your customers monetary and percentage-based discounts that can be applied against individual products or against all products that are in the cart when selling with CardPointe Mobile.

Creating Product Discounts

To create discounts in the CardPointe desktop application that can be applied to individual products in your catalog when selling with CardPointe Mobile:

1. Click Catalog in top navigation and select the Product Discounts tab.
2. Click New Discount.
3. On the "New Discount" screen:
   • Give the discount a name. 
   • Choose whether the discount should be applied as a percentage or as a dollar amount.
   • Enter the discount amount.
   • Choose whether the discount should be "Active." If a discount is not active, it will not be selectable during the checkout process in CardPointe Mobile.
   • Enter a description of the discount type (optional)
4. When finished, click Save.

Creating Cart Discounts

Cart Discounts are applied against to the total cost of the items in the cart when selling with the CardPointe Mobile app.

To create Cart Discounts in the CardPointe desktop application:

1. Click Catalog in top navigation and select the Cart Discounts tab.
2. Click New Discount.
3. On the "New Discount" screen:
   • Give the discount a name. 
   • Choose whether the discount should be applied as a percentage or as a dollar amount.
   • Enter the discount amount.
   • Choose whether the discount should be "Active." If a discount is not active, it will not be selectable during the checkout process in CardPointe Mobile.
   • Enter a description of the discount type (optional)
4. When finished, click Save.

Marketplace and Add-Ons

CardPointe Marketplace is your one-stop shop for terminals, add-ons and plugins for CardConnect. You can access the marketplace by logging in and navigating to the Marketplace tab. 

The following third-party integrations are available on the Marketplace:

Administration

The Administration screen allows you to customize your CardPointe account. 

Batching

CardPointe allows you to easily configure your batch close-out times.

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:

1. Navigate to Administration > Batching.
2. Uncheck the box next to "Automatically close batch for Next Day Funding."
3. Hover your mouse over the bar graph and choose a new cutoff time for next day funding. The batch close-out time that you choose should be no later than 9:50 PM EST. 
4. Click Save. The bar graph updates by displaying the new batch time for next day funding in blue. 

Submit a Support Ticket

Need assistance with CardPointe or have questions about your hardware? We have your back! You can contact our Support team by submitting a support ticket without having to leave the CardPointe application.

Before You Submit a Support Ticket...

We encourage you to perform a search on this Support site to see if you can find an answer to your question. If this site does not solve your problem, we welcome your feedback with open arms! Simply click the Send Feedback button at the bottom-right of any page on this site to tell us how we can improve your support experience.

Who Can Submit Support Tickets?

Any CardPointe user with the appropriate permissions can submit Support tickets in CardPointe.

• Admin Users
  By default, "Admin" users have the ability to submit Support tickets.

• Standard Users
  "Standard" users can also submit Support tickets, but they must first have their account permissions updated.

Granting Permission to Submit Support Tickets

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

1. Navigate to Administration > Users and select the user that you wish to grant access to submit Support tickets. 

2. Click the Site Permissions tab.  

   

3. Scroll down and check the box next to Support Ticketing. 

   

4. Click Update. The user now has the ability to create Support tickets in CardPointe.

Creating a Support Ticket

To create a support ticket in CardPointe:

1. Navigate to the "Support" tab and click Create Ticket. 

2. If you have multiple merchant locations, you can open a ticket for a specific location by choosing the site from the Location dropdown. 

3. Select the purpose of the ticket from the Reason dropdown.  

   

4. Provide details about your request or inquiry in the Description field. 

   

5. When finished, click Save to submit the ticket. A member of our support staff will respond as soon as possible. If you would prefer to be contacted over the telephone, please include your contact information in the ticket description.

Updating an Existing Support Ticket

It's easy to add comments to a support ticket and to view a ticket's history.

Adding Comments to a Ticket

To add additional comments to a ticket or to respond to our Support team:

1. Select the ticket ID from "Support Tickets" list. 
2. Click Add Comment to add additional information or to respond to our Support team. 
   

   When a Support agent responds to the ticket, their response will appear in the list of comments. 
   

   

Viewing a Ticket's History

You can view the history of a ticket by clicking the History tab.

Subscribing to Ticket Updates

Want to be in the know when an update occurred to one of your Support tickets? You can opt to receive email notifications whenever a Support ticket is created or updated on your merchant account.

1. Navigate to Administration > Users and select the user that you wish to subscribe to ticket updates.
2. Click the Email Notifications tab. 
3. Scroll down to the "Transactions & Event Notifications" section and check the box next to Support Ticket Alerts. 
4. Click Save when finished. You will now receive email notifications when support tickets are created and updated.

Updating Your Merchant Account Information

You can create a support ticket to make the following changes to your account:

• Bank Account Change
• Legal Name/Tax ID Update
• DBA Update
• Demographic (Contact Info) Change

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. 

Bank Account Change

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

The Bank Account Change ticket includes the following fields:

Legal Business Name/Tax ID Change

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:

DBA Name Change

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:

Demographic (Contact Info) Change

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."

CardPointe FAQs