Account & Transaction Help
How do I set up an additional merchant account?
Set up additional merchant accounts by contacting Sales at (800) 774-6462 (option 1).
How do I change account information (business name, address, phone, etc.)?
Call Customer Service for any account maintenance issues. Please refer to your most recent merchant statement for the customer service contact information.
Can I use a smartphone or device to process payments?
Yes. To learn more contact customer support. Please refer to your most recent merchant statement for the customer service contact information.
How do I perform a refund?
If your integration allows for a refund, the best practice is to initiate REFUND from your business management software. If refunds are not a supported transaction type you can contact customer support for additional assistance.
How do I re-run a transaction?
The best process to re-run a transaction is through the business management software with the card present. If there is no option to re-run a card present transaction, call Customer Service. Please be prepared to verify credentials.
How do I verify a transaction?
Verify a transaction by logging into OpenEdge View, Merchant Portal, or TransLink to view reports. You may also call Customer Service for assistance.
I’m receiving an error message when I try to process a transaction. What can I do?
If receiving an error message you cannot identify, call Technical Support at (800) 774-6462 (option 2)
How do I order hardware?
Contact Sales at (800) 774-6462 (option 1) to order additional hardware.
How do I return hardware?
Return hardware by contacting Customer Service.
What is an eCheck/Automatic Clearing House (ACH) payment?
With this type of payment, funds are drafted from the consumer's checking account. eCheck payments are electronic payments made through the Automated Clearing House (ACH) Network. With your OpenEdge account, you have the option to accept eChecks.
I received a decline when processing a transaction. What does that mean?
We understand the sensitive nature behind cards being declined and the inconvenience to your business and customers. The most common decline reason codes are listed below. You can also contact customer support for additional information.
||Bank Standard Decline
||Resulting from insufficient funds, or bank related hold
||Voice Authorization Requested
||Please contact the Voice Authorization Number
||The transaction was approved for a partial amount
|010 Invalid Expiration
||Expiration Date is Incorrect
||Check the expiration date and ensure it is correct
|805 Auth Error
||Interruption in Payment Processing
||Please Contact (800) 986-9350
|828 Card Type
||Card Type is Not Supported
||Please contact (800) 986-9350 to allow this card type
*Note: If you receive a response code not listed or have further questions, please contact Technical Support.
My customer requested a return. How long until they receive funds?
Returns completed in our integrated software are processed same day and may take 3 - 5 business days to appear on a customer's credit card, subject to the bank's processing time.