Merchant Services Customer Support

After years of doing daily support for merchants, we realized that we should begin to compile the most common FAQs and support questions all in one place. SwipeSum offers a complimentary payments support team. Our software and payments experts act as an extension of your finance and product teams. We are your Chief Payments Officer. Our clients get access to these experts for free so that they don’t have to deal directly with customer service.

Free Merchant Services Support For All Payments Companies

After years of doing daily support for merchants, we realized that we should begin to compile the most common FAQs and support questions all in one place.

SwipeSum offers a complimentary payments support team. Our software and payments experts act as an extension of your finance and product teams. We are your Chief Payments Officer.

Our clients get access to these experts for free so that they don’t have to deal directly with customer service.

Merchant Support For Merchant Services and Integrated Payments:

  • For Immediate Assistance
  • Merchant Support: 314-390-1467 or 844-312-0589 EXT. 2
  • Email Support: Support@SwipeSum.com

TSYS: Total System Services, Inc. Merchant Services Support

TSYS Contact Information

  • For Immediate Assistance:
  • Merchant Support: 314-390-1467 or 844-312-0589 EXT. 2
  • Email Support: Support@SwipeSum.com
  • General Contact Information:
  • General Support: 1-480-333-7600, 877-289-0422
  • Email Support: tsyswebsite@tsys.com
  • Customer Support for: 
  • TSYS
  • TransLink 
  • Transaction Central
  • Transaction Express
  • TransIT
  • Trustwave

Most Common Support Questions

Q. How do I access my Transaction Express Login?

  1. You should have received an email to activate your username and password for transaction express: vt.transactionexpress.com. 
  2. If you did not, you need to contact your payments processor to get access to the website and login. Or email Support@SwipeSum.com for assistance.

Q. How would a TSYS merchant get details on a transaction?

  1. Visit  TransLink
  2. If you have not logged in before, select "Register"
  3. Create your account using your Merchant ID number and Tax ID number
  4. Provide a secure password, and use the email address you used on your merchant application
  5. Your Merchant ID and password can be used to access the portal at any time
  6. Once logged in, go to "Transactions" located on the bottom left-hand side
  7. Select the date range of the transactions you are wanting to view
  8. Click "Create Report": This will produce a report with the list of all transactions ran within the date range selected

Note: This is grouped by day, and if there were more than 1 transaction in a day it will sum up the total for the day. You can click on "Details" to view all the transactions within the day you want to view.

Worldpay: Now FIS Merchant Services Support

Contact Information

  • For Immediate Assistance:
  • Merchant Support: 314-390-1467 or 844-312-0589 EXT. 2
  • Email Support: Support@SwipeSum.com
  • General Contact Information:
  • General Support: 855-299-6779
  • Email Support: wpsupport@merchantpartners.com, support@accessmyiq.com

Most Common Support Questions

Q: What is AccessMyiQ?

A: AccessMyiQ or “iQ” is Worldpay’s latest generation payments reporting and customer data platform. It’s a one-stop portal where you can view and act upon your transactional information so you can make more informed business decisions. 

Q. How would a merchant get details on a transaction?

  • Visit accessmyiq.com
  • If you have not logged in before, select "create new id"
  • Create your account using the same email address you used with your Sonder Payments membership
  • Provide your Tax ID number, Merchant ID number, and create a password
  • Your email address and password can be used to access the portal at any time
  • If you have visited Access My IQ before, use your login credentials to log into your account
  • On the left hand side, click on "Reconciliation"
  • Click on "Summary": This will allow you to search through a date range to find all the transactions within a certain time-frame

CardConnect Merchant Services Support

Contact Information

  • For Immediate Assistance:
  • Merchant Support: 314-390-1467 or 844-312-0589 EXT. 2
  • Email Support: Support@SwipeSum.com
  • General Contact Information:
  • General Phone Support: 877-828-0720
  • Email Support:
  • CardPointe Support
  • Phone Support: 877.828.0720
  • Email Support: cardpointesupport@cardconnect.com
  • ISV Merchant Support
  • Support Phone: 877.828.0720
  • Email Support: isvhelpdesk@cardconnect.com

Most Common Support Questions

  • Where can I see my CardConnect statements in CardPointe?
  • 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.
  • How do I cancel my agreement with CardConnect?
  • Contact your agent or provider.

Chase Paymentech Merchant Services Support

Contact Information

  • For Immediate Assistance:
  • Merchant Support: 314-390-1467 or 844-312-0589 EXT. 2
  • Email Support: Support@SwipeSum.com
  • General Contact Information:
  • General Phone Support: 800-254-9556
  • Email Support: https://m.chasepaymentech.com/support.html

Most Common Support Questions

Heartland Merchant Services Support

Contact Information

Most Common Support Questions

SwipeSimple Merchant Services Support

Contact Information

  • For Immediate Assistance:
  • Merchant Support: 314-390-1467 or 844-312-0589 EXT. 2
  • Email Support: Support@SwipeSum.com
  • General Contact Information:
  • General Phone Support: (800) 783-5596
  • Email Support: support@swipesimple.com

Most Common Support Questions

  • How do I get a username and password?
  • After your Merchant Service Provider has set up your account, you will receive a Welcome Email with a temporary password. You will then be able to use this temporary password with the email registered to your account to sign in to SwipeSimple for the first time. Note after first log in SwipeSimple will prompt you to create your own password.
  • If you're having trouble locating the welcome email, it is sent from noreply@swipesimple.com

Cayan Merchant Services Support

Contact Information

  • For Immediate Assistance:
  • Merchant Support: 314-390-1467 or 844-312-0589 EXT. 2
  • Email Support: Support@SwipeSum.com

Most Common Support Questions

Bank of America Merchant Services Support

Contact Information

  • For Immediate Assistance:
  • Merchant Support: 314-390-1467 or 844-312-0589 EXT. 2
  • Email Support: Support@SwipeSum.com
  • General Contact Information:
  • General Phone Support: 800-430-7161
  • Email Support: https://merch.bankofamerica.com/support/faqs/#

Most Common Support Questions

  • How do I obtain a copy of my statement?
  • Statements are available through Business Track. Statements for the prior month become available at the beginning of the month. If you need statements that are not available through Business Track ClientLine, call us at 800.430.7161 for assistance.

Wells Fargo Merchant Services Support

Contact Information

Most Common Support Questions

Citi Merchant Services Support

Contact Information

  • For Immediate Assistance:
  • Merchant Support: 314-390-1467 or 844-312-0589 EXT. 2
  • Email Support: Support@SwipeSum.com
  • General Contact Information:
  • General Phone Support: 800-319-3224
  • Email Support: https://citi.merchantservicesbyfirstdata.com/

Most Common Support Questions

North American Bancard Merchant Services Support

Contact Information

  • For Immediate Assistance:
  • Merchant Support: 314-390-1467 or 844-312-0589 EXT. 2
  • Email Support: Support@SwipeSum.com
  • General Contact Information:
  • General Phone Support: 866.485.8999
  • Email Support: custservice@nabancard.com

Most Common Support Questions

BB&T Merchant Services Support

Contact Information

  • For Immediate Assistance:
  • Merchant Support: 314-390-1467 or 844-312-0589 EXT. 2
  • Email Support: Support@SwipeSum.com
  • General Contact Information:
  • General Phone Support: 877-672-4228
  • Email Support: MerchantServiceInsideSales@BBandT.com

Most Common Support Questions

BASYS Merchant Services Support

Contact Information

  • For Immediate Assistance:
  • Merchant Support: 314-390-1467 or 844-312-0589 EXT. 2
  • Email Support: Support@SwipeSum.com
  • General Contact Information:
  • General Phone Support: (800) 386-0711
  • Email Support: customersupport@basyspro.com

Most Common Support Questions

  • What is BASYS?
  • BASYS is an Independent Sales Organization for First Data merchant services and a reseller for Clover software.

Elavon Merchant Services Support

Contact Information

Most Common Support Questions

  • How do I login to my new Elavon account?
  • Activation and training team: For help getting started using your payment equipment, call 1-866-451-4007

BluePay Merchant Services Support

Contact Information

Most Common Support Questions

First Data Merchant Services Support

Contact Information

Most Common Support Questions

Beyond Payments Merchants Services Support

Contact Information

  • For Immediate Assistance:
  • Merchant Support: 314-390-1467 or 844-312-0589 EXT. 2
  • Email Support: Support@SwipeSum.com
  • General Contact Information:
  • General Phone Support: 888-480-1571
  • Email Support: https://www.getbeyond.com/client-support/

Most Common Support Questions

Gravity Payments Merchant Services Support

Contact Information

Most Common Support Questions

  • How do I reset my Gravity Payments password?
  • For your merchant console (gateway) or via Merchant Portal, you can click “Forgot Password?” and follow the prompts.
  • For your Gravity Payments client, please call us at 866-701-4700 and ask to speak with someone from our technical support department.

Helcim Merchant Services Support

Contact Information

  • For Immediate Assistance:
  • Merchant Support: 314-390-1467 or 844-312-0589 EXT. 2
  • Email Support: Support@SwipeSum.com
  • General Contact Information:
  • General Phone Support: 877-643-5246
  • E-mail Support: help@helcim.com

Most Common Support Questions

Fattmerchant Merchant Services Support

Contact Information

  • For Immediate Assistance:
  • Merchant Support: 314-390-1467 or 844-312-0589 EXT. 2
  • Email Support: Support@SwipeSum.com
  • General Contact Information:
  • General Phone Support: 407-982-1782
  • Email Support: https://fattmerchant.com/contact/

Most Common Support Questions

Flagship Merchant Services Support

Contact Information

Payment Depot Merchant Services Support

Contact Information

  • For Immediate Assistance:
  • Merchant Support: 314-390-1467 or 844-312-0589 EXT. 2
  • Email Support: Support@SwipeSum.com
  • General Contact Information:
  • General Phone Support: (888)297-8658
  • Email Support: help@paymentdepot.com

Gateway Providers

PayTrace Support

Contact Information

  • For Immediate Assistance:
  • Merchant Support: 314-390-1467 or 844-312-0589 EXT. 2
  • Email Support: Support@SwipeSum.com
  • General Contact Information:
  • General Phone Support: (888) 806-6545
  • Email Support: https://www.paytrace.net/contact-us/

Most Common Support Questions

  • How do I login to my account PayTrace account?
  • Once your PayTrace account is first setup, there will be 2 emails sent out. The first will be a welcome email that contains resource information for PayTrace and for your account. The second email will be titled “PayTrace Credentials”. Within the body of this email will be a hyperlink. When this link is clicked, you will be taken to PayTrace and shown your username. You will then be prompted to enter a password for your user account. Passwords need to be at least 7 characters in length, contain at least one alpha and numeric character, and is also case sensitive. This initial user setup email is good for 1 week. After this time frame expires, you will need to perform a password reset request outlined in the below paragraph.
  • Forgot my password for PayTrace, how do I reset?
  • If you have forgotten your password or have locked up your user account, you will simply want to click on the “Lost/Forgot Password” link, which is located right next to the login section of the PayTrace home page. You will then enter your username and email address. That will trigger an email to go to your email address. Within the body of this email will be a hyperlink. When this link is clicked, you will be taken to PayTrace and then be prompted to enter a NEW password for your user account and confirm the new password. You will also select a site validation key. This password reset email is only good for one hour. After that time frame, another request to reset the password must be made.
  • How do I unlock my PayTrace account?
  • Contact support at 314-390-1467 or 844-312-0589 EXT. or Email Support: Support@SwipeSum.com
  • What is level 2 and level 3 data, and why do I need to enter it?
  • Level 2 and 3 data is additional information that can be sent through with your transactions that can help qualify (keep processing rates low) certain types of credit cards. Level 2 and 3 data typically can help when accepting Business Cards, Purchasing Cards, Corporate Cards, or Government (GSA) Cards.
  • In most cases when you accept these types of cards, the dollar amount of the transaction is larger than if you were to accept a consumer/personal credit card. When the dollar amounts of the transactions go up, the risk associated with the card brands funding them goes up. This results in a higher processing rate due to the higher risk. However, level 2 and 3 data helps provide additional information about the merchant, customer, and transaction to help meet the card brands criteria for reaching a lower processing rate. This additional information is not required to process or get funded for your transactions. However, providing this information helps reduce the risk associated with the funding of the transactions by the card brands, which results in lower processing rates. For more information about specific level 2 and 3 information contact support.

Authorize.Net Support

Contact Information

Most Common Support Questions

  • How long does authorize net take to deposit?
  • This depends on your merchant services provider. However, funds are usually deposited into your business checking account within 1-2 business days after submitting a batch.
  • Does Stripe work with Authorize.net?
  • No, stripe does not integrate with Authorize.Net. For a merchant account that will work with Authorize.net, contact support@swipesum.com or 314-390-1467
  • Is Authorize.Net reliable?
  • Yes. Overall, Authorize.Net has a decent rating as a payment gateway provider and is the largest payments gateway globally.
  • Can I transfer current account information, including card information, out of via auth.net?
  • You would have to reach out to your current processor and ask for the tokenized data. If you can get the information from them, we can import it. Sometimes it is difficult to get current providers to release the tokenized data but that is the only way.
  • Can you use an existing Authorize.net account with a new processor?
  • Yes, you can switch the processor within authorize.net once you have a new processing account setup. However, if you purchased your authorize.net account from yuor current processor, it may be a conflict of interest to keep this account open. 
  • Can you switch someone’s processing provider(partner) on authorize.net?
  • Yes. Authorize.net will need to open a support case in your gateway, and you will need to fill out a Partner to Partner Form to transfer the ownership of the gateway to your new provider.

NMI Support

Contact Information

  • For Immediate Assistance:
  • Merchant Support: 314-390-1467 or 844-312-0589 EXT. 2
  • Email Support: Support@SwipeSum.com
  • General Contact Information:
  • General Phone Support: (847) 352 4850
  • Email Support: https://www.nmi.com/about/contact

Michael Seaman

Michael is the co-founder and CEO of Swipesum. A veteran of the payments industry, Michael and his brother Stephen have led Swipesum since its inception in 2016. In his free time, Michael likes to play with his two daughters and skateboard.

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