CoPilot is a customer and account management application that allows CardConnect’s partners and agents to easily manage their portfolios, as well as to communicate with CardConnect’s Underwriting, Partner Solutions, Merchant Solutions, and Technology teams.


It is important to understand the following nomenclature when working in CoPilot:

  • Merchants are referred to as customers. A customer can have one or more Accounts/Merchants IDs.

  • Accounts/Merchant IDs (MIDs) are synonymous with one another and are referred to as accounts in CoPilot. Accounts can have one or more products and/or services.

Refer to the below diagram to get a better understanding of this hierarchy:

What's New?

The following topic describes the most recent updates and enhancements to CoPilot.

To catch up on previous releases, see the CoPilot Release Notes page.

CoPilot 5.29 Release

This release includes the following topics:

Merchant Churn Score

The Customers table now includes a Churn Score column, which displays the merchant's estimated risk of cancelling or transitioning to another processor, based on more than 40 risk factors.

Merchants with a higher Churn Score are estimated to have a higher risk potential. Accounts with a score above 80% are considered very high risk, as they are 10x more likely to churn on average. Identifying high risk merchants can assist you in prioritizing accounts that may need additional review and support to ensure retention.

The following information is important to note:

  • Churn Scores are available for US merchants only
  • Churn Scores and details are updated in CoPilot on the 1st of every month
  • Scores are only available for accounts that process more than $50 in monthly volume for the previous 3 months
  • Accounts without a Churn Score are displayed in the table with a dash (-) instead of a value.

Enabling the Churn Score Column

You must first enable the Churn Score column for the Customers table, as it is not displayed by default. To do this, click the Column Selector icon.

Then click the Churn Score option to enable it.

Identifying High Risk Accounts

It is recommended that you sort by the Churn Score to identify higher risk accounts in your portfolio and review the Churn Score details. To sort the Customers table by the highest scores first, click the Churn Score column heading and select Sort Descending.

It is also possible to click Advanced Search and filter by minimum score, maximum score, or accounts that match an exact score.

Accessing Churn Score Details

Click any DBA Name to be taken to that merchant's Account Summary page.

Click View Details within the new Churn Probability section to view the Top 5 factors that contribute to the score, as well as additional account and processing history details.

Reviewing Account Details and Key Factors

The details page displays select account details, the top 5 Key Factors contributing to the merchant's high score, as well as historical data for reference.

You can use this data in conjunction with your own knowledge of the account to make a more accurate assessment of the merchant's risk, or prepare a strategy for proactive merchant outreach. Scheduling time for a periodic review of the account may help you determine the merchant's true risk, as well as uncover any difficulties or support needs that require attention.

The score can be a valuable tool to determine which accounts may be in a higher risk category, and the details page provides you with relevant data to aid in reviewing the account's overall health and performance.

It is important to note that the score and key factors are not intended to be a definitive measure of risk or risk factors. Use the score to determine which accounts may benefit from proactive support to ensure retention.

Additional Pricing Types for Application Templates

The Tier and Bill Back pricing types are now available for new and existing application templates. This enhancement ensures that all the pricing types available when creating a new account within CoPilot are now also available when creating hosted Application Templates.

New Default Cost for Annual Membership Fee

The Annual Membership Fee for new Merchant Services accounts now defaults to a cost of $119, an increase from previous default of $99. Existing accounts are not affected by the change in default cost for new accounts.

This field remains an editable field, allowing you to override the default cost for new merchants by entering a different amount.

New Annual Fee Name for Agents

New accounts created using a Sales Code where the Primary Partner is an Agent Partner Type, will see the new Annual Security Bundle Fee in place of the previous Annual Membership Fee within CoPilot, as well as on the Merchant Processing Application (MPA). Sales Codes where the Primary Partner is any other Partner Type will continue to see the Annual Membership Fee within CoPilot, as well as on the MPA.

The Annual Security Bundle Fee for new accounts defaults to a cost of $169. Existing accounts are not affected by the change in default cost for the annual fee, however you will notice the new name for this fee within CoPilot for existing accounts, if they use a Sales Code where the Primary Partner is an Agent type.

The Annual Security Bundle Fee field is an editable field, allowing you to override the default cost for new merchants by entering a different amount.

Accessing CoPilot

To access CoPilot, navigate to https://copilot.cardpointe.com and enter your login credentials.

Your CoPilot and CardPointe login credentials are the same.

Multiple attempts to log into your account with incorrect credentials will result in a temporary (30 minute) lock on your account. The following notification displays on the log in screen:

"Account is temporarily disabled. Contact admin or try again later."

Continued attempts during the lockout period add 30 minutes each to the duration of the lockout.

Additionally, changing your password while your account is locked does not cancel or otherwise affect the lockout period. Instead, you can log in with the new password once the lockout period has ended.

If you are locked out of your account and cannot regain access, contact support for assistance. 

CoPilot Dashboard

The Dashboard provides a high-level overview of your business's key performance indicators and provides easy access to various useful business management features, including Pricing Templates. Refer to the image below and the corresponding descriptions to understand how to navigate this screen.

Co Pilot Dashboard Ui 1
  1. Partner Detail Card - Displays your business contact information. CardConnect provides this information to merchants upon request, so it is important that this information is accurate.
  2. View Residuals - Click to view your residual reports. Residual reports are also accessible by clicking Residuals in the left nav of CoPilot.
  3. Dashboard Sub-tabs - Select a tab to perform various business management functions:
    • Partner Summary - Displays visual graphs that provide a glimpse into your key performance indicators.
    • Schedule A - Displays a list of schedule A information.
    • Sales Codes - Displays a list of sales codes.
    • Users - Allows you to add, edit, or delete CoPilot user accounts. In addition, you can configure each user's permission settings and email notification settings, giving you complete control of how your users interact with CoPilot. 
    • Application Templates - Allows you to create reusable templates that contain pre-populated products and pricing information.
    • Affiliates - Display a list of your business affiliates and their contact information.
  4. Key Performance Indicators - Graphs and tables that provide a high-level view of important business metrics.
    • Selecting a merchant name within the Recent Deposits table displays the Merchant Detail card.
    • Selecting an entry from the Tickets table displays that ticket's support information.

Creating an Account

An account must be created as part of the application process in CoPilot. An account can have one or more products and services assigned to it. You can create a new account in two different ways:

  • Create an account for a new customer
    Follow this process if a customer record does not yet exist in CoPilot for the account that is being created.

  • Create an account for an existing customer
    In this scenario, a customer account already exists for the account that is being created. Following this process saves time since you can leverage existing customer data, expediting account creation.

Create an Account for a New Customer

To create an account for a new customer in CoPilot:

  1. Click New Account in the top nav.
  2. If you wish you use an existing application template, click the Account Template dropdown and select the desired template. In this example, an existing application template was not selected in an effort to show you how to complete an application from scratch.
  3. Click Save. The "Account Detail" screen displays with tabs that allow you input additional information about the merchant, including information related to their:
    1. Account Details
    2. Processing Information
    3. Merchant Services
    4. Add-Ons 
  4. Upon completing the information on these respective tabs, click Save
  5. Now that you have added all of the necessary and supplemental information to the account, you are ready to send the application to the customer for review.
  6. On the Account Detail screen, click Submit. 
  7. Before submitting an application in CoPilot, we need to capture some additional details about the merchant and how they'll be signing the application. You will now see the following questions prior to submitting the application for signature:
    • Have you met this merchant face to face?
    • Did you solicit the merchant, or did they solicit you?
    • How will the merchant sign the application?
  8. At the bottom of the screen within the Submit Application section, click Submit for Signature.

What's Next?

After submitting an account application for signature, the customer will receive an email at the email address that was provided in their account details. Please feel free to notify the customer that they can expect to receive an email from CardConnect.

To help guide the customer through the application review process, refer to Guiding the Customer Through the Application Process.

Guiding a Customer Through Application Review

Upon submitting an account application for review, the customer receives an email from CardConnect, prompting them to register for a CardPointe account. The steps below are intended to help guide the customer through the application review process:

  1. The customer must click the Sign my Application link in the email that was sent by CardConnect.

  2. The customer chooses a username and password to create their merchant account, and clicks Set Password.
  3. The customer is taken to their My Account page in CardPointe, which lists any accounts that require their review. Click the Review/Sign button to access the online application.
  4.  The online application loads and guides the customer through each of the pages to enter or review the necessary information. 

    View the Online Application Sample below for reference.
  5. Upon completion, the customer must agree to the terms and digitally sign the application. The application is then forwarded to Underwriting for review.

Online Application Sample

A sample of the online application is shown below for reference. Please note that the online application is dynamic, and this sample is not an exact replication of what each customer may encounter.

Digital Application Welcome Page
Digital Application Page 1 - Business Details
Digital Application Page 2 - Banking & Processing Information
Digital Application Page 3 - Equipment
Digital Application Page 4 - Agree & Sign
Digital Application Completed Page

Cloning Account Information

When adding a new account for an existing customer, you can save time by reusing account details from the customer's existing merchant account(s).

For instance, the customer in this example - Tom Hansen - has an existing merchant account in CoPilot named "The Card Shoppe." He now wishes to apply for a new merchant account for one of his other business locations. Since these business are similar, we recommend cloning the existing account, rather than starting from scratch to create a new account. Cloning an account copies the following account-related information into a new merchant account:

  • Account Details
  • Setup Information
  • Processing Information
  • Product Configurations

You can clone an existing customer account in two ways:

Clone an Existing Account During Account Creation

  1. Click Customers in the left nav.
  2. Search for and select the desired Customer ID. The Customer Detail screen displays.
  3. Click the Accounts sub-tab.
  4. Click Add Account.
  5. From the Create Account screen, click Clone Primary. The existing account information is copied into a new account, allowing you to continue to create the account.

Note: After cloning an account, see Creating an Account for information on submitting the account.

Clone an Existing Account from the Account Summary Screen

  1. Click Customers in left nav.
  2. Search for the customer and either click the status of the account under the Account Status column, or click the name of the account under the DBA Name column. 
    The Account Summary screen displays.
  3. Click Clone Account.
  4. Enter the name of the new account in the Business Name field.
  5. Click Clone. The existing account information is copied into a new account, allowing you to continue to create the account.

    Please note that if you just wish to copy an existing account and you do not want the newly cloned account to be linked to the existing account, simply uncheck the Add New Clone to this Customer box.

Note: After cloning an account, see Creating an Account for information on submitting the account.

Application Templates

Application Templates allow you to create reusable templates that contain predefined merchant services product features, CardPointe product features, and pricing fields.

Application Templates are useful if you have merchants that run similar business types. For instance, if you service numerous restaurants and other merchants in the food services industry, you can create and reuse an application template that is specific to those business types, streamlining the application process.

Creating a New Application Template

  1. Click Dashboard in the left nav, and then select Application Templates.
  2. Click New Template.
  3. Enter a name for the template in the Template Name field. For instance, if this is a template that you wish to reuse for restaurant applications, you may choose to name it "Restaurant Template".
  4.  Enter your sales code in the Sales Code field, and click Save
  5. To configure the template to your needs, complete the information within the Setup, Processing Information, Merchant Services, and Add-Ons tabs. 

Note: Application Templates can be modified at any time. Simply navigate to Dashboard > Application Templates and select the desired template from the list.

Equipment Management

CoPilot allows you to easily manage your merchants' equipment. Using CoPilot, you can:

Ordering Devices

To place an order for a device(s) for a customer:

  1. Search for and select a customer. The "Account Summary" screen displays.

  2. Click the Orders link in the left nav. 

  3. Click the New Order button. You are presented with three categories:

    • CardConnect Endorsed Equipment
    • Other Equipment
    • 3rd Party Software
  4. If you know the name of the device, you can search for it using the Search bar. You can also scroll through the devices to locate a device.
  5. Click Order next to the device that you wish to order. 
  6. The "New Order" window displays.  Complete the information on the Details tab, and then proceed to the Payment tab.
  7. On the "Payment" tab, choose how you'd like to be billed from the Billing Frequency and Bill To: drop-down menus.
  8. On the "Shipping" tab, enter the shipping address for the order and choose the Shipping Method (Standard or Expedited).
  9. When finished, click Save Order. The order is submitted to CardConnect and an email is sent to the customer confirming the order.

Tracking an Order's Shipping Status

For orders that have an Order Status of "Shipped," you can track the shipping status as follows:

  1. Search for and select a customer. The "Account Summary" screen displays.
  2. Click the Orders link in the left nav. 
  3. Locate the shipped order and click its Order ID
  4. The order's tracking number displays at the top of the Order window. 

Adding Features and Services

You can add various CardPointe features and other services to a merchant's account from the Add-Ons tab on the Edit screen. 

The following features and services can be added to an account:

CardPointe FeaturesAdditional Services
  • CardPointe HPP
  • Gateway API and Integrations
  • Shopping Cart Plugins
  • Instore POS
  • Oracle EBS
  • SAP
  • PINLess Debit
  • CardDefense
  • 3DSecure
  • ProfitStars ACH
  • 3rd Party Gateways
  • 3rd Party Software

Add Features and Services to an Account

To add a CardPointe feature or other services to an account:

  1. Search for and select a customer. The Account Summary screen displays.
  2. Click Edit to display the Edit Account screen.
  3. Select the Add-Ons tab.
  4. Click Add. 
  5. Click Add next to each feature and/or service that you wish to add to the account.
  6. When finished, click Apply.

A CardConnect support representative will review the request and will contact you via the CoPilot ticket with the next steps. You can review the CardPointe Features and Additional Services associated with the account from the customer's Account Details screen.


CoPilot provides transparent, line-by-line residual reports that are always available to you within the application. The level of detail in the residual reports provides the assurance that you need to trust that you are being paid accurately. CoPilot calculates the residuals for your sub-agents and provide line item details for your individual teams.

To access your residuals, click Residuals in the left nav. You can search for residuals by month by clicking Processing Period and checking the box next to each month that you wish to view.

Note: The ability to view residuals is based on your user role in CoPilot. Refer to Managing CoPilot Users for more information.

Support Tickets

CoPilot's support ticket system allows you to communicate directly with our dedicated in-house support teams. Each CoPilot ticket corresponds to a specific CardConnect Operations department to ensure you receive the proper assistance from the appropriate team. 

You can create the following types of support tickets in CoPilot:

  • Account Tickets
    Account support tickets should be used when you have questions or requests that relate to a specific Account/MID.
  • Partner Tickets
    Partner support tickets should be used when you have questions or requests related to your business, as well as for other non-MID related inquiries.

Submitting an Account Support Ticket

To submit a question or inquiry related to a specific Account/MID

  1. Click Create Ticket at the top-right of CoPilot. 
  2. Ensure that the Account radio button is selected. 
  3. Click the Account field and choose the account that the support ticket applies to.
  4. Click the What type of ticket are you looking for? field and choose the type of support request that you'd like to open.
  5. Click the Reason field and choose a reason for the ticket.
  6. Enter a description for your request.
  7. If you have file attachments to upload, click Add Attachments and upload them to the ticket.
  8. When finished, click Save. A member of our support staff will respond as soon as possible. 

Submitting a Partner Support Ticket

To submit a question or inquiry related to your business:

  1. Click Create Ticket at the top-right of CoPilot. 
  2. Click the Partner radio button. 
  3. Click the Reason field to select from the list of ticket reasons. 
  4. Enter a description for your request. 
  5. If you have file attachments to upload, click Add Attachments and upload them to the ticket.
  6. When finished, click Save. A member of our support staff will respond as soon as possible. 


In Copilot, you have the ability to create and save custom reports, allowing you to capture the metrics that apply to your business needs. Custom reports can be created and saved on the following screens:

  • Customers
  • Tickets
  • Work In Progress
  • Residuals

Creating a Custom Report

To create a custom report tailored to your needs:

  1. Navigate to the screen that you wish to customize for reporting purposes. In this example, we're going to customize the "Tickets" table.
  2. Click the New Report dropdown and select New Report
  3. Click the Column Selector icon to customize the column filters that display in the table. 
  4. Choose the desired columns that you wish to include in the table, and click Close
  5. To save the customized table, click Save > Save As
  6. Give the report a name, and click Save
  7. The custom report now displays in the dropdown menu that you previously used to create the report. 

Deleting a Custom Report

To delete an existing report:

  1. Navigate to the screen that contains the custom report(s) that you wish to delete.
  2. Select the report that you wish to delete from the Reports dropdown. 
  3. Click Delete and confirm that you wish to delete the selected report. 

Managing Your CoPilot Profile

You can easily update your CoPilot password and your account contact information, as well as manage your subscriptions to account status changes and ticketing activity notifications by clicking My Profile in the left nav.

Updating CoPilot Status Notifications

We recommend that all CoPilot users update their notification preferences to ensure that you are receiving the desired notifications from CoPilot regarding ticket activity and account status changes for each of your sales codes. 

To update the types of notifications that you receive in regards to account status changes and ticketing activity:

  1.  Click My Profile in the left nav, and then click Notifications
  2. If you want to receive notifications for any ticket-related activity and any account status changes that occur in CoPilot, check the desired boxes for each of your sales codes. Your notification preferences are automatically saved.

Managing CoPilot Users

In CoPilot, each user is uniquely identified with a username, password, and profile. The user profile determines which tasks a user can perform, what data the user can see, and what the user can do with the data.

Adding, modifying, and removing users is easy in CoPilot. Simply click Administration in the left nav to display a list of your organization's current users. From this screen you can edit an existing user's profile and create new CoPilot users.

User Roles

Assigning each user to specific user roles determines the navigation menu items and screens to which each user has access. 

When creating a new user or editing an existing user, you can assign one of the following user roles to the user's profile:

  • Admin User
    Admin users can perform the following tasks in CoPilot:
    • View information for all sales codes
    • View residuals for all sales codes
    • Create and modify users

  • Standard User
    Standard users have permission settings that govern which sales codes they can view and which residuals they can view. These permissions are set at the sales code level. In addition, Standard users do not have the ability to create or modify CoPilot users.