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.cardpointe-registration.jpg#asset:88
  2. Click Submit to Confirm. The Set Up Admin screen displays, allowing you to associate an administrative user with your Merchant Account.CP-registration-step2.jpg#asset:266
  3. Upon completing these fields, click Submit. CardConnect will send you an email that includes a link to complete your registration.

The link to finish your registration, which is included in the email that you receive from CardConnect, expires after two weeks from the date of receipt. If you fail to complete your registration prior to this expiration period, please contact CardConnect.

Accessing CardPointe

You can access CardPointe at the following URL: 

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
Dashboard revised 7 19

Configuring Dashboard Notifications

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

Config Dashboard revised 7 19

Managing Your Account

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

Managing Account revised 7 19

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.

Signing Up Paperless revised 7 19

Check the box next to I would like paperless statements

Cardpointe myaccount paperless statements revised 7 19

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:

Equipment Tab revised 7 19

Orders Tab

From this tab, you can:

Orders Tab revised 7 19

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.
Activating a Device revised 7 19

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
Disabling Devices revised 7 19

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. 


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.

Reporting revised 7 19

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.

Transactions Reporting revised 7 19
  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.

Note: Gateway Batch times are configurable on the Administration screen.

Navigating the Gateway Batches Tab

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

Nav Gateway Batches revised 7 19

Levels of Reporting

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

Reporting Data SetGateway-Enabled Merchant?Acquiring-Only Merchant?

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.

Nav VT revised 7 19
  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.


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.


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.

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.

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.

Note: Discounts created in the CardPointe desktop application are immediately available for use within the CardPointe Mobile app.

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:

Type of IntegrationCurrent Offerings
CardPointe HardwareBolt iPP 350
Bolt iPP 320
Bolt iSC Touch 250
CP Terminal iCT 220
CP Terminal iCT 250
Virtual Terminal Swiper
Virtual Terminal Keypad Swiper
eCommerceHosted Payment Page

Woo Commerce

Integrated POS SolutionsInstore


The Administration screen allows you to customize your CardPointe account. 


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. 

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:

  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.

You can now submit support tickets to request changes to your merchant account. See Updating Your Merchant Account for more information.

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.

Note: If the "Support Ticketing" option does not display on the "Site Permissions" tab, please contact your Partner for assistance.

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.

In order to ensure a quick response time, please refrain from opening more than one ticket on the same topic.

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:

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. 

The following ticket types require a digital signature and two-factor authentication to complete:

  • Bank Account Change
  • Legal Name/Tax ID Update
  • DBA Update

Bank Account Change

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

Before you begin, ensure that you have the following information available: 

  • The old routing and account numbers
  • The new routing and account numbers
  • The new bank account type (deposit, withdrawal, or both)
  • The Tax ID associated with the merchant account
  • The last 4 digits of the account owner’s Social Security Number
  • The merchant account owner's legal name
  • A voided check, in the event that your information cannot be verified automatically
Bank Account Change Ticket

The Bank Account Change ticket includes the following fields:

Old Routing NumberThe current bank account routing number.
Old Account NumberThe current bank account number.
New Account Type

Select one of the following types for the new account:

  • Deposits & Fees
  • Deposits Only
  • Fees Only
  • ACH (ProfitStars)
New Bank NameThe name of the bank to which the new account belongs.
New Bank Phone NumberThe contact phone number for the bank to which the new account belongs.
New Routing NumberThe routing number for the new account.
New Account NumberThe bank account number for the new account.

Optionally, attach one of the following to verify your new bank account information:

  • Voided check
  • Official bank letter

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 IDThe tax ID associated with the account, required to sign the form.

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 NameThe account owner's Legal Name, required to sign the form.

Legal Business Name/Tax ID Change

To request a legal business name or tax ID change, select the Legal/Tax ID ticket reason.

Legal Tax ID Ticket

The Legal/Tax ID ticket includes the following fields:

New Legal NameThe new legal name for this account.
New Tax ID

The new Tax ID for this account.

Must be 10 characters including the dash.


One of the following, to verify your new information:

  • W9 form
  • SS-4 IRS issuance letter
  • Most recent tax return
Tax ID
The current Tax ID, required to sign the form.
Signer Name
The account owner's current Legal Name, required to sign the form.

DBA Name Change

To request a doing business as (DBA) name change change, select the DBA Name Change ticket reason.

DBA Name Change Ticket

The DBA Change ticket includes the following fields:

New DBA NameThe new Doing Business As (DBA) name that you want to use.
Tax IDThe tax ID for the account, required to sign the form.
Signer NameThe account owner's Legal Name, required to sign the form

Demographic (Contact Info) Change

To request a phone number, mailing address, or physical location address change, select the Demographic Change ticket reason.

Demographic Change Ticket

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

What is this fee on my statement?

See below for a list of fee definitions.

Authorization and Transaction

Authorization FeesCharged 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 FeesCharged for each settled transaction. Transaction fees are assessed on both sales and refunds.
ACH Batch FeesCharged each time the batch is closed. Typically, merchants close their accounts once daily
Voice Authorization FeesCharged 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 FeeOne-time charge for CardPointe setup
Monthly Platform FeeMonthly fee for using CardPointe
Authorization FeeCharged for each transaction run through any CardPointe product

Monthly and Miscellaneous

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
Minimum Processing Fee (Monthly)Minimum amount the processor must make, dependent on the discount rate
Early Cancellation FeeOne-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 ProgramMonthly fee that includes $50k in Breach Protection
Chargeback FeePer 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 FeeDefunct 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 from CardConnect
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 FeeAnnual 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 ActivationOne-time activation fee to cover GPRS terminal setup cost and SIM card.
Disc P/IDiscount 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

What do these declines mean?

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.

Who can help me after hours?

Merchants can call 877.828.0720, for after-hours support. Just press Option 1 then Option 2 to reach a live representative.

What are the next day funding cutoff times?

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.

How do I void/refund a transaction?

  1. Merchants can void or refund a transaction done by a CardPointe terminal or device by going to the Virtual Terminal on the CardPointe platform. 
    1. Click Reporting.
    2. Locate the transaction.
    3. Click the Transaction#
    4. A button to Void or Refund the transaction displays under Transaction Detail
  2. If a merchant is using a 3rd Party Terminal, you will need void or refund at the terminal. 

If you still need help, please call 877.828.0720.

How can I change my demographic information in CardPointe?

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

How can I reconcile my funding vs my transactions?

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.

What is the difference between funding summary and a batch report?

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.

Where can I see my statements?

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.

What is PCI compliance and how do I become PCI compliant?

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 CardConnect 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.