I am having trouble learning to use my virtual terminal and would like some personal help.

I would like to change the bank account that receives funds for my merchant account.

When you change your bank account, you will need to update all of our partners with your new information to be certain that your account will be credited and debited correctly for all services.

To update the bank account for Visa/MasterCard deposits and debits, download the DDA Change Request Form. Complete, sign, and fax the form to our office  together with a copy of a voided pre-printed check.  If you do not yet have a pre-printed check, we can  accept a letter from  your bank. This must be on bank letterhead and signed by a bank representative, verifying the name of the business on the account, your transit routing number and your account number. Our fax number is (413) 622-1935. This change typically takes 2-3 business days to be effective.

If you are using Authorize.net, you may also wish to be certain that your payment gateway has your current  bank information. Log into your virtual terminal and select “Billing Information” on the left-hand navigation bar. Click “Edit” and update information as needed. The change is immediate.

If you accept American Express or Discover, please contact each of these entities directly to update your bank information.

American Express: (800) 528-5200
Discover: (800) 347-2000

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I would like to add an additional service to my existing merchant account.

For more information about our added value services, please click the appropriate link below or contact Client Relations for assistance.

Automated Recurring Billing
Fraud Detection Suite
E-Commerce/Shopping Cart Solutions

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I need to update the contact information for my existing merchant account.

To change your address and/or phone number with Visa/MasterCard, please e-mail Client Relations with your merchant number and business name. The change will take effect within 2-3 business days.

To change your address and/or phone number for your virtual terminal/payment gateway, log into the virtual terminal and select “Merchant Profile” from the left-hand navigation bar. Click to edit your information. If you are changing your phone number, also choose “Settings” on the left- hand navigation bar. From the Settings Main Menu, select “Manage Contacts.” Click “Edit” next to the main e-mail address and enter the new phone number. These changes will be effective immediately.

If you accept American Express or Discover, please contact each of these entities directly to update your contact information.

American Express: (800) 528-5200
Discover: (800) 347-2000

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The name of my business has changed.

To change your business name with Visa/MasterCard, please download the DDA Name Change Form. Complete, sign, and fax this form to us at (413) 622-1935.

If you accept American Express or Discover, please contact each of these entities directly to update your business name.

American Express: (800) 528-5200
Discover: (800) 347-2000

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My business has changed ownership, incorporated, or become an LLC.

If your business has changed ownership or reorganized as a corporation or LLC, your original Visa/MasterCard agreement will no longer be valid. You will need to complete a new application.  Please contact our office at (800) 326-9897 so we may assist you in processing this change as quickly as possible.

Your virtual terminal/payment gateway will typically not require any changes.

If you accept American Express or Discover, please contact each of these entities directly to update your business ownership.

American Express: (800) 528-5200
Discover: (800) 347-2000

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I would like to understand all the different charges I receive for my merchant account.

Practice Pay Solutions works with some of the best partners in the industry to bring you a complete payment processing and e-commerce solution. Sometimes, the billing process required to bring together these different providers can be somewhat confusing.

If you would like a personal explanation, please contact Client Relations.

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I need clarification about some recent charges on my account and I’m not sure who to contact.

If you have a specific question about a charge you have received, please contact Client Relations.

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I need help understanding the merchant account statement mailed or e-mailed to me.

If you would like a personal explanation of the statements you are receiving for your Visa®/MasterCard® merchant account, please contact Client Relations to schedule a statement walkthrough.

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I would like assistance in understanding the billing or statements for my payment gateway.

Please contact our partner Authorize.net who supports your virtual terminal and payment gateway at (877) 447-3938.

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I need clarification about the pricing or billing for my shopping cart.

Prices and billing history for your Professional Cart Solutions account can be viewed by logging into your shopping cart and selecting “Your Account” on the left-hand navigation bar. If you would like assistance to upgrade or change your account, please contact our partner 1ShoppingCart.com who supports your cart at (888) 255-6230.

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I processed a transaction successfully, but have not yet seen the funds in my bank account.

Successful Visa/MasterCard transactions take 2-3 business days to show up in your bank account. If you processed a Visa/MasterCard transaction and have not received the funds within this time frame, please contact Client Relations to determine if the transaction was successfully settled and we have the correct bank account on file.
                       
American Express and Discover transactions may take 3-4 business days to post. If you are not seeing these deposits within this time frame – but you are seeing Visa/MasterCard transactions being deposited – please contact American Express or Discover directly to verify that they have the correct bank account on file.

American Express: (800) 528-5200
Discover: (800) 347-2000

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I am having trouble learning to use my virtual terminal and would like some personal help.

We have virtual terminal specialists on staff who will be happy to walk you through the functions of the terminal and assist you in setting it up. To schedule a call with one of our specialists, just make a request using our email support request form.

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I am receiving messages about declined transactions or errors while processing.

Transactions can be declined for three reasons: 1) the cardholder’s bank is refusing to authorize the transaction, 2) your terminal’s security settings are preventing the transaction from being settled, or 3) the card number or expiration date are invalid.
 
If the cardholder’s bank is refusing to authorize a transaction, you will see a message that states  the transaction is declined, with no further detail. This indicates that there is something wrong with the card or the expiration date. This can indicate a lack of available funds, a card that has been reported missing or lost, an invalid expiration date, or a security lock on the card placed by the client or their bank. In this situation, it is best to let the cardholder know that the card is not being authorized, and request a different card or alternative form of payment.

If the card is being declined at the terminal, you will see a message that states the transaction is  declined, along with a reason for the decline such as AVS Mismatch or Card Code Mismatch. This indicates that the card has been authorized by the cardholder’s bank, but has been declined by the terminal to help protect you from a potentially fraudulent transaction. In this situation, it is best to let the cardholder know that the address or card code failed to match, and ask for corrected information.

If the card number or expiration date is incorrect, you will see a message that states the card is invalid. First verify that you have entered the card number and expiration date correctly in your Virtual Terminal, then contact the cardholder for corrected information.

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I am not receiving transaction and/or settlement confirmations by email.

To verify or correct the address these confirmations are sent to, log on to your virtual terminal and choose “Settings” then “Manage Contacts.” These email confirmations are sometimes blocked by your ISP or mail filter as bulk email. You may wish to whitelist the address support@practicepaysolutions.com to improve delivery. Because delivery of these messages cannot always be guaranteed, we suggest that you not rely on them exclusively. If you miss one, all of the information is available in the “Reports” section of your virtual terminal.

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I am unable to process a refund or void a transaction.

Refunds and voids are subject to special rules that must be followed in order for the transaction to be successfully processed.

Voids can only be processed for transactions that have not yet settled.  Generally this means you must attempt the void on the same day your transaction was processed. To process a void, choose “Unsettled Transactions” on the left-hand navigation bar. Filter by “All” and click “View.” When you see the transaction you wish to void, click  the transaction ID. When the detail window opens,  click “Void” and confirm when prompted.

Refunds must be processed after the transaction has settled and within 120 days of settlement.  You may only process a refund for the same amount or less than the original transaction. You can only make a refund back to the same card used for the original transaction. To process a refund, log into your virtual terminal and select “Refund a Credit Card.”  Complete the required fields using the same information used on the original transaction and click “Submit.” You only need to enter the last 4 digits of the credit card.

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How does the Address Verification System (AVS) work?

The Address Verification System is used to detect and help prevent fraudulent use of credit cards by matching the billing address on file to the billing address entered.

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I need assistance with the Fraud Detection Suite or Automated Recurring Billing.

For information about either of these services, click the appropriate link below:

Fraud Detection Suite
Automated Recurring Billing

If you are already set up for these services and are having difficulty, please contact our partner Authorize.net who supports your virtual terminal and payment gateway at (877) 447-3938, or contact Client Relations.

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I need assistance processing electronic checks or e-checks.

Please contact our partner Authorize.net who supports electronic check processing at (877) 447-3938.

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I have a specific technical question regarding integration or functionality of the payment gateway.

Please contact our partner Authorize.net who supports your virtual terminal and payment gateway at (877) 447-3938.

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