0
No products in the cart.
1-855-955-6111
(Se Habla Español)
1-855-955-6111
(Se Habla Español)

Frequently Asked Questions

How are my funds protected?

Direct Processing Network utilizes several security measures including fraud, loss, and chargeback prevention. Our global gateway uses Secure Sockets Layer (SSL) technology and encryption procedures to ensure the highest standards of security in the market.

What should I do if I need help with my account?

If you have any questions or doubts in regards to your rates, fees, services, statements, or a specific transaction, please contact our office at 1-855-955-6111 or via email at [email protected]. In addition, you can log into your My Merchant Office account

How can I add an entitlement to my account, for instance American Express?

Go ahead and contact our customer support department at 1-855-955-6111. They will explain the process and email you an entitlement addendum. This addendum will display all of the rates and fees that are involved in adding the new feature. Once we receive the document, we will forward it and process it for approval. You can also reach our customer support at [email protected]

What exactly are non-qualified fees and why are we billed for them?

The fees applied to your account are based on the qualification of your transactions for specific and reduced interchange fees as applicable for the card affiliated with the transaction. If any of your transaction doesn’t qualify for the reduced interchange fee, the transaction is then processed at the higher applicable interchange rate.

There are several reasons for receiving non-qualified fees. Such as hand-keying transactions into the terminal in face-to-face scenarios, not entering address information and card verification codes for keyed transactions, settling transactions more than 24 hours from the time the card was authorized, and sometimes accepting a corporate/business card. Non-qualified fees are processed and billed through Visa and MasterCard, and they can be avoided. For further information please contact us at 1-855-955-6111 or via email at [email protected]

I am receiving a “decline” message from my terminal. What does this message mean?

The customer’s bank is declining the transaction. This can be for several reasons including unauthorized use, lack of funds on the card, or fraud prevention measures applied by the card holder’s bank. You will need to ask for another form of payment and ask the cardholder to contact their bank with any further questions.

How long does it take for my account to be funded for my transaction deposits?

The funding to your account for most card classes takes place within 24-48 hours. This may vary based on your banking institution and in which the transactions are completed. (Weekends or holidays may take longer)

How can I obtain information on deposits and chargebacks?

You can contact us at 1-855-955-6111 for this information or login to your merchant account back office at www.copilot.cardconnect.com

My terminal is requesting an address and zip code. What does this message mean?

If your transactions are being manually or key entered, your terminal will request this information. You will need to input the first five digits of a customer’s address and zip code. The address verification service (AVS) is used as a security measure mainly for mail and telephone orders. AVS doesn’t guarantee a transaction, it only prevents potential fraud.

My terminal is asking me for a “V” code. What does this mean?

The card verification code (CVV) is the 3 digit code located in the back of most cards. For American Express cards the CVV is located in the front of the card and is composed of 4 digits. This code is designed to reduce fraud and potential losses, especially for mail, telephone, or online orders.

My terminal is asking me for the tax amount, what does this mean?

The terminal is requesting this information because the card is being used as a corporate or purchasing card transaction. If the tax amount is not available, press “0” and press “enter” in your terminal. If you have the tax amount available, enter the amount and press “enter”. The terminal will ask if the transaction is tax exempt; answer accordingly.

My terminal’s power lights are off. What should I do?

Check the power connection of the terminal. Is the power pack plugged into an electrical outlet and the equipment correctly? Test the outlet by plugging another electrical device that you know is operating such as a cell phone or a fan. If you have further concerns or need further assistance contact our 24/7 customer support at 1-855-955-6111 or our office during regular business hours (Monday to Friday 9:00 am – 6:00 pm EST; Saturday 9:00 am-2:00 pm EST; Sundays-CLOSED) at 1-855-955-6111.

My terminal is displaying a “Call Center/Code R” what does this message mean?

This means that a condition exists with the card holder(for example: a potential stolen card) and it requires special authorization and it is not available through the terminal. In this case you need to contact the correspondent authorization center for a verbal authorization. Once you have obtained a verbal authorization you will need to enter the transaction using the force, offline, post-auth, or ticket only procedure, all depending in the type of terminal you may be utilizing.

Based on the card you are trying to process, please contact the appropriate authorization center:

MasterCard®/Visa®: 800-228-1122
American Express®: 800-528-2121
Discover: 800-347-1111
JCB: 800-522-9345
Diner’s Club®/Carte Blanche®: 800-525-9040

I am doubtful/suspicious of a transaction or a cardholder. What should I do?

If you have any reason to be suspicious about a specific transaction or cardholder, call the correspondent authorization center and ask for code 10. As a general merchant processing rule, you may not request additional information as a condition of sale. When you call for a code 10, keep the card with you. An operator will guide you through a few yes/no questions and then give you instructions on how to proceed and finish the transaction.

How can I update my checking account information?

In order to update your checking account information, please email ([email protected]) or text (1-855-955-6111) a copy of a voided check, a copy of your driver’s license, and a brief letter requesting the update to Direct Processing Network. All documents must be clear and legible for the update to take place as quickly as possible.

In the case that there are multiple signers on your merchant account, the request letter MUST be signed by all signers and copies of the driver’s license of ALL signers MUST be received for the update to occur.

I recently sold my business. What do I have to do?

Procedures on change of ownership can be obtained by contacting us at 1-855-955-6111 or by emailing our team at [email protected]. The change is normally very fast and straightforward assuming that you’re within your contractual responsibilities. Normally any cancellation fees can be waived if the new owner is opening an account with Direct Processing Network through our office.

I have a referral. What’s in it for me?

Either you or your referral can call or text us at 1-855-955-6111 or email us at [email protected]. For every referral you send that turns into a new account, we will send you a check for $75!* More importantly, you’ll be contributing to helping Direct Processing Network assist more merchants who may really need our services and assistance.

I need to add extra equipment to my existing merchant account, how can I do this?

You can purchase most equipment directly through our site’s virtual store here: https://floridapayments.com/merchant-processing-store/ or contact us by phone (1-855-955-6111) or email ([email protected]) with your request. We have different purchase and leasing options available for you. Please do not buy equipment online on Amazon or Ebay from a seller you do not know, as the equipment on some online sites may be out of date or have issues. Direct Processing Network can only provide support to equipment acquired through us.

I received a call from First Data about purchasing new equipment? What do I do?

These calls are made by our outbound call center, by agents who very likely do not have any specific details and information on your business and payment processing requirements. Please contact us immediately at 1-855-955-6111 or [email protected] and we’ll help you find the best options for your business.

I need to purchase supplies for my terminal, how can I order more supplies?

You can call or text your order request to  1-855-955-6111 or email us at [email protected]. If you’re in a rush, please let us know and we’ll try to expedite your supplies. You can also order online through our virtual store 24/7 here: https://floridapayments.com/merchant-processing-store/

I recently received a notice that my terminal will become obsolete soon, what do I do?

Due to recent Visa, MasterCard, American Express, and other PCI regulations some terminals will be taken off the market and most merchants will have to upgrade their equipment to EMV compatible terminals. Contact us immediately at 1-855-955-6111 or email us at [email protected] to learn more about your equipment upgrade options and BEFORE making any purchases.

I have recently received a call from a competitor offering lower fees and rates than you. What should I do?

Just like in any other industry, there will always be competition. Although some of our competitors may present their offers as being better than ours, there are often many untruthful statements, hidden fees/non-disclosures, long contracts, etcetera, that go along with these claims. Please Contact us at 1-855-955-6111 or email us at [email protected] if you’re approached by a competitor. We are confident in our services and have several options to support your business and our partnership such as a rate review. A full statement analysis may be requested quarterly to guarantee you’re receiving the best rates possible. At Direct Processing Network, we take pride in offering very competitive and aggressive rates for our merchants.

I have been receiving emails regarding PCI compliance, what should I do?

The PCI compliance regulations (Payment Card Industry) are part of a federal security program that all merchants must go through every year. If you are utilizing a POS system or you’re accepting payments on your website you will also need to go through a quarterly scan.

To complete your PCI questionnaire and become compliant please login at www.pcirapidcomply.com. If you need any assistance completing your PCI compliance online please contact us at 1-855-955-6111 or email us at [email protected].  You will receive an email from [email protected] nearly 30 days before the PCI questionnaire needs to be submitted, as well as a follow up email if you do not complete it on time.

For your business protection and your customers’ please complete your PCI as soon as possible. After you register the first year it takes about 5-7 minutes to re-fill your questionnaire if no major changes have occurred during the year.

Our PCI questionnaires and scans are part of your merchant account package. Please note that if you have paid any third party for PCI related services we are not responsible for refunds or issues related to a third party service. If you have paid a third party company for PCI services and would like a refund, contact the third party company and request a refund.

I am already PCI compliant however, I am still getting emails/calls from other PCI providers and vendors. How can I make this stop?

Once you are PCI compliant you can contact any third party vendors and ask them to place you in their “Do Not Call List” and remove your email from their database or in some cases by scrolling down to the bottom of their emails and clicking “unsubscribe”. According to federal laws, all vendors must obey your request to having your information removed from their contact lists.

What does POS stand for?

POS stands for Point of Sale.

What is a POS System?

A POS system is the place where your customer makes a payment for products or services at your store. Simply put, every time a customer makes a purchase, they’re completing a point of sale transaction.

What is an all in one POS system?

An all in one POS system can run all the functions of your business from just one computer. An all in one POS system can manage everything from taking payments, to tracking sales, managing inventory, employee time and attendance and much more. Learn more about our all in one POS systems here: https://floridapayments.com/all-in-one-pos-system-software/

I need a solution similar to Square, but I don’t want to utilize Square. Do you offer any mobile terminals that will work for me?

Definitely! We have a payment program for merchants processing less than $5,000 per month in credit card transactions. Our program provides you with a flat-rate fee similar to Square, along with your PCI fee. The best part about it is that you only pay when you process payments! Contact us at 1-855-955-6111 or email us at [email protected] for more information.

What kind of Square printer paper do I need?

The Square kitchen printer uses 3 inch cash register tape 3 x 150′  paper rolls. Do you need to purchase Square kitchen printer paper? Click here: https://floridapayments.com/product/kitchen-printer-1-ply-3-x-50-for-square-or-clover-kitchen-printer-10-rolls/

What does ATM stand for?

ATM stands for automated teller machine.

How do I set up Apple Pay?

To set up your Apple Pay wallet, follow the steps below:

  1. In the Wallet app, tap the Add button .
  2. Tap Debit or Credit Card.
  3. Tap Continue.
  4. Follow the steps on the screen to add a new card.
  5. Verify your information with your bank or card issuer.
  6. If you have a paired Apple Watch, you have the option to also add the card to your watch.

How does Apple Pay work?

Apple Pay is built into iPhone, Apple Watch, Mac, and iPad, Apple Pay powers Apple Cash, which works a lot like a debit card and lets you send and receive money right in Messages.

How do I use Apple Pay?

To use Apple Pay, just set up your Apple Cash card in the Wallet app and you can send money to your contacts or pay for goods and services using whichever Apple Pay enabled device you have on hand.

How do I pay with an apple watch in store?

To pay with an apple watch in store follow the steps below:

  1. Double-click the side button.
  2. Scroll to choose a card.

Hold your Apple Watch within a few centimeters of the contactless card reader, with the display facing the reader.

A gentle tap and beep confirm that the payment information was sent. You receive a notification in Notification Center when the transaction is confirmed.

For cards that support it, you also receive a notification for purchases made with any card you’ve added to Wallet, even if you didn’t make it with your Apple Watch, iPad, or an iOS device.

You can turn off notifications and history for individual cards within Wallet. Just open the Apple Watch app on your iPhone, tap My Watch, go to Wallet & Apple Pay, tap a card, tap Transactions, then turn Show History and Allow Notifications on or off.

How do I pay with an apple watch within an app?

To pay with an apple watch within an app follow the steps below:

  1. When you’re shopping in an app on your Apple Watch, choose the Apple Pay option during checkout.
  2. Review the payment, shipping, and billing information, then double-click the side button to pay with your Apple Watch.

How do I contact Apple Pay customer service?

To contact Apple Pay customer service you can call: (800) MY–APPLE (800–692–7753).

What is the difference between the FD150 and the FD130 credit card terminals?

The FD130 terminal is an older model of the First Data Terminal Series. The FD150 features the same innovative design while having a faster, more advanced processor, and double the memory.

If you’d like to learn more about the FD150 terminal, you can checkout our Youtube video here: https://www.youtube.com/watch?v=poPjB7hbJoM

You can also schedule a free demo of our FD150 here: https://floridapayments.com/schedule-a-demo/

Do you still carry the FD130 credit card terminals?

No, unfortunately First Data has announced an end of life on all FD130 terminals and we have run out of stock. However, we do have the FD150 terminals available for purchase here: https://floridapayments.com/product/fd-150-emv-nfc-terminal/

What licensing options do you have available for SoftTouch POS?

We have both a perpetual license purchase option as well as SAAS (Software As A Service) monthly subscription option available for your SoftTouch POS system.

Learn more about our SoftTouch POS system here: https://floridapayments.com/softtouchpos/

You can also schedule a free demo of our SoftTouch POS system here: https://floridapayments.com/schedule-a-demo/

What accessories can I get for my Clover POS System?

The Clover product suite comes with different accessories based on the product of your choice. Please use the links below to find out more about each accessory option.

Clover Go

Clover Flex

Clover Mini

Clover Station

Does the Clover Station come with a cash drawer?

We offer different product bundles where you can purchase your Clover Station with or without a cash drawer.

Click here to purchase the Clover Station with a cash drawer: https://floridapayments.com/product/clover-station-all-in-one-pos/

Does the Clover Mini come with a cash drawer?

We offer different product bundles where you can purchase your Clover Mini with or without a cash drawer.

Click here to purchase the Clover Mini with a cash drawer: https://floridapayments.com/product/clover-mini-point-of-sale-system-with-cash-drawer/

What Clover Go devices exist?

The original Clover Go model came with a phone jack adapter for users to attach their Clover Go device to their phone or tablets. These Clover Go devices are no longer in production.

The new Clover Go devices connect to your phone or tablet using Bluetooth.

Where can I download the Clover Go app?

(The links provided below are to the New G2 Version of the Clover Go app, the G1 is the older version of their app)

Setting up your Clover Go card reader with the Clover Go app is easy and one of our Clover experts can guide you on how to get set up in 20 minutes or less. If you need to download the Clover Go app you can click below for both the Android and IOS version of the app:

Android/Google App Market: Download the Clover Go App here!

IOS/Apple App Market: https://apps.apple.com/us/app/clover-go-g2-dashboard-and-pos/id969311778

What are the different Clover devices available?

Clover Station: The largest and fastest POS system in the Clover lineup, the Clover Station Pro can be used for nearly any business or organization. Enjoy a selection of hardware accessories to maximize the potential of this system. Like our other Clover tools, the Clover Station Pro is designed to sync with any device. Make it easy for clients to pay, tap, swipe, and interact with this innovative POS solution.

Purchase your Clover Station here: https://floridapayments.com/product/clover-station-all-in-one-pos/

Clover Mini: As our most popular option, the Clover Mini is extremely versatile. With a smaller profile than the Station, this robust tool doesn’t require a lot of dedicated space. Don’t be fooled by its small size, though – Clover Mini can easily help you to manage all of your complex operations!

Purchase your Clover Mini here: https://floridapayments.com/product/clover-mini-point-of-sale-system-with-cash-drawer/

Clover Flex: Clover Flex is our handheld mobile POS terminal. Use it alone or in combination with other products to enable processes like tableside ordering. Clover Flex can sync with any of our comprehensive Clover devices.

Purchase your Clover Flex here: https://floridapayments.com/product/clover-flex-point-of-sale-system/

Clover Go: This compact card reader is designed to connect to devices like smartphones and tables using Bluetooth, making it easy to use the system on the go. While any organization can benefit from this system, it can be especially effective for use at tradeshows and conventions, for employees that need to walk the floor of a retail shop, and for business owners that want a versatile, mobile POS.

Purchase your Clover Go here: https://floridapayments.com/product/clover-go-all-in-one-reader-with-dock/

How do I fix my Clover device?

Our team of experts have years of experience fixing all kinds of Clover devices issues. Please contact our support team at 1-855-955-6111 if you need immediate assistance or send us an email to [email protected] and a member of our team will help you troubleshoot your issue.

What kind of paper does the Clover kitchen printer use?

The Clover kitchen printer uses 3 inch cash register tape 3 x 150′  rolls. Do you need to purchase Clover kitchen printer paper? Click here: https://floridapayments.com/product/kitchen-printer-1-ply-3-x-50-for-square-or-clover-kitchen-printer-10-rolls/

Where can I buy Clover supplies?

You can purchase Clover supplies in our virtual store: https://floridapayments.com/merchant-processing-store/

What Clover mobile POS options do you offer?

We offer two different kinds of Clover mobile POS systems.

The first Clover mobile POS option is the small but mighty Clover Go, which connects to your phone or tablet via Bluetooth. This is a great option for service based businesses who are looking for a simple and easy to use compact card reader. Purchase your Clover Go Mobile POS here: https://floridapayments.com/product/clover-go-all-in-one-reader-with-dock/

The second Clover mobile POS option is the Clover Flex. The Clover Flex is a handheld mobile POS system that is great for a variety of different uses, such as order and pay at the table for restaurants or inventory management for retail stores. Click here to purchase your Clover Flex POS: https://floridapayments.com/product/clover-flex-point-of-sale-system/

How does the Clover Flex terminal work?

The Clover Flex terminal can tether to any existing Clover equipment you currently use as well as be used as a stand alone mobile handheld device. The Clover Flex terminal works by connecting to your existing wifi, or alternatively by using it’s internal sim card when wifi isn’t available.

How do I connect a Clover handheld scanner?

The Clover handheld scanner can be connected to the Clover Mini through the USB port on the Clover Mini hub. The Clover handheld scanner can be connected to the Clover Station through the USB port on the Clover Station hub.

Ofrecen Clover en español?

Si, ofrecemos Clover en español. Podemos programar el sistema completamente en español si usted lo desea. También ofrecemos servicio al cliente y soporte técnico en español.