Frequently Asked Questions


Thank you for your support of Global Payments Integrated!

Whether you’re a brand-new customer (Welcome!) or a long-time one (thank you for your loyalty!), we know there are questions that may come up from time to time. We created this resource to help you quickly find answers to the most commonly-asked questions we get related to your account, its operation, its security, its reporting and more.

Basics

Who is Global Payments Integrated?

Global Payments Integrated helps businesses succeed by delivering secure and personalized payment solutions. As the integrated payments division of Global Payments, Global Payments Integrated is driving innovation – adapting, scaling and simplifying how payments are processed, across platforms and points-of-interaction, in an increasingly complex landscape.

Global Payments Integrated serves more than 4,000 technology partners across 60 industry industries throughout the United States and Canada.

What’s your relationship with my business management software provider?

As partners, Global Payments Integrated and your provider developed the payments functionality you use in your software. Global Payments Integrated is both your payments processor and the technology developer of the solutions designed to make your business more successful.

Who do I contact with questions about payments processing or my merchant account?

Refer to your most recent Merchant Statement for the customer support # that can assist with your account.

For Open Edge Merchants: (800) 774-6462 (Option 3) or email customerservice@openedgepay.com.

For account numbers starting with: 9305, 4765, 5185, 5353: (800) 951-6577

For account numbers starting with: 5436, 3930, 3230, 4139: (800) 543-5327 or IntegratedCustomerCare@globalpay.com

For account numbers starting with: 8487, 8489, 3934: (855) 882-0507 or IntegratedCustomerCareOma@globalpay.com

For Genius related technical support: (800) 951-6577

Support for PAX, TransIT Pass and ISV Software: (855) 882-0507 or IntegratedCustomerCareOma@globalpay.com

Why am I sometimes referred to as a “merchant?”

Global Payments Integrated recognizes that some businesses are not "merchants" in the traditional sense. The industry-accepted term refers to someone who accepts credit card payments.

Setup/Activation

How do I sign up for payment processing?

Your software provider might have given you a specific process for setting up payments in that system. If not, please call (888) 509-8429 or email StartNow@GlobalPay.com. A Global Payments Integrated payments expert can provide a quote and walk you through the application.

How long does it take to sign up?

Once the application is complete, most firms can accept credit cards within 24 hours.

Do I need to open a new bank account?

No. Funds can be deposited to any existing U.S. checking, savings or money market account.

Your Merchant Account

What are Your Rates/Fees?

This is the question where some merchants expect a simple off-the-shelf number, but credit card processing fees vary based on your business and how you accept payments. Depending on the cards you accept, the volume you process, whether you run a brick-and-mortar store (versus eCommerce) and some other variables, your pricing model is highly personalized. For a custom quote for your business, please call (888) 509-8429 or email StartNow@GlobalPay.com.

What credit card types does Global Payments Integrated support?

Initially, your account will support Visa, MasterCard, Discover, and JCB. You may request American Express, which has its own rates, fees, and underwriting guidelines.

Where can I find my Merchant ID (MID)?

Your MID is located near the top of your merchant statement.

How and when do I receive my money?

Funding typically takes place within 1 business day of settling a batch. Each platform and point of sale may have customized settings. Contact Customer Support to learn more about the cutoff and funding time frames that apply to your merchant account.

Is the full amount of the transaction deposited to my bank account?

Yes. Any fees are automatically debited at the end of each month.

How do I access my merchant statements?

Monthly statements are mailed to you. You can also access your merchant statements via our online portal. To learn more contact customer support.

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.

Result Codes Summary Description
001 Decline Bank Standard Decline Resulting from insufficient funds, or bank related hold
002 Call Voice Authorization Requested Please contact the Voice Authorization Number
007 Partial Partial Approval 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.

Security/EMV

How does Global Payments Integrated protect my information?

Global Payments Integrated secures all personal and business information through industry-recognized safeguards such as EMV®, digital tokens, and firewalls, coupled with carefully developed security procedures to protect data from loss, misuse or unauthorized alteration (through the proprietary EdgeShield security bundle). Sensitive information is protected via encryption during transmission using the Secure Socket Layer (SSL) protocol. Global Payments Integrated policies restrict access to only those employees and business partners necessary to process payments. We maintain Level 1 security certification, the highest designation in the payment card industry.

What is PCI Security?

The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle branded credit cards from the major card organizations. PCI standards are mandated by the card brands and administered by the Payment Card Industry Security Standards Council (PCI SSC). The standard was created to increase controls around cardholder data to reduce credit card fraud.

What is EdgeShield®?

Available exclusively from Global Payments Integrated, EdgeShield is an advanced security services bundle intended to protect credit card data, prevent counterfeit fraud, and enhance payments security. Through a unique collection of complementary security solutions, EdgeShield delivers one of the industry’s most secure payments platforms. When used with systems that accept payments, the bundle protects credit card data while at rest and in transit.

Do I need a new card reader to accept EMV chip cards?

Yes; chip cards are processed differently than magnetic-stripe cards. To accept EMV at your business, you’ll need an EMV-enabled credit card reader capable of accepting vertical insertion (a.k.a. dipping) in addition to the horizontal swiping necessary with magnetic strip cards.

Why is EMV a more secure credit card option?

Magnetic stripes on traditional credit and debit cards store unchanging data. Whoever accesses that data gains the sensitive card and cardholder information necessary to make purchases. That makes traditional cards prime targets for counterfeiters, who convert stolen card data into cash. EMV cards, however, contain a small computer chip (it’s that small gold square on the card face). Unlike magnetic-stripe cards, every time an EMV card is used for payment, the card chip creates a unique transaction code that cannot be used again. If a hacker stole the chip information from one specific point of sale, typical card duplication would never work because the stolen transaction number created in that instance wouldn't be usable again and the card would simply be denied.