FAQ
F R E Q U E N T LY A S K E D Q U E S T I O N S
CUSTOMER SERVICE
Customer Service 800-201-0461 (option 2)
Technical Support 800-632-1888
What does the annual fee cover? The annual fee covers the cost of shipping, postage and handling of warranty equipment, account maintenance, and interchange compliance adjustments. How often should I batch my terminal? Your terminal must be batched on a daily basis. How do I sign up to accept American Express or JCB? Contact Customer Service at 800-201-0461 option 2 to set up these payment options. How long will it take to receive my money from my credit card payments? All payments are transferred within 48 business hours from the transaction. How do I change my Direct Deposit Account (DDA)? In order to change DDA information, an ACH authorization form must be filled out and submitted along with a copy of the voided check to account maintenance. The form can be obtained by contacting Customer Service. The completed form can be faxed to 520-844-8195. How do I change my business address, phone number or business name on my account? For change in business information, a letter specifying the changes should be faxed on company letterhead to account maintenance at 520-844-8195. This letter must also state that the federal tax ID will not be changing. For address or phone change, the same procedures apply. If legal name or federal tax ID will change, a new merchant application must be filled out. How do I apply for gift cards? E-mail
[email protected] or contact your sales representative. How do I refer another merchant? Fill out the Merchant Referral Form from your welcome kit and fax it to the number on the form. This form can also be mailed or emailed. How do I increase my high ticket limit? Contact Customer Service to obtain the required form. This form must be submitted with your current financial information.
HT1099_01172011
HARBORTOUCH
FAQ
F R E Q U E N T LY A S K E D Q U E S T I O N S
TECHNICAL SUPPORT
Customer Service 800-201-0461 (option 2)
Technical Support 800-632-1888
Below you will find a list of the most common issues with credit card terminals. If your screen says...
It means that...
No Line / Waiting for Line / Line Busy / No Carrier
The terminal cannot find a dial tone. Check the phone line and ensure that it is connected to the line port of the terminal. Check to ensure that the phone line is not being shared by any other device, such as a fax machine or another phone. Ensure that you are not using a rollover line for the terminal. If the problem still persists, take the line out of the terminal and plug it into a phone, and check for a dial tone. If you do get a dial tone, please call Technical Support at the number listed at the top of this page. The terminal may require servicing.
NPM / Replace Paper
Either of these messages indicates that there is no paper in the terminal or it has not been installed correctly. Check to ensure that the paper is properly fed into the terminal by pressing the feed button. If the paper does not feed, open the plastic cover on top of the terminal, and take the paper out. Feed the end of the paper in until you hear a beep from the terminal, and the roller should start moving automatically. At this point, keep pushing the paper gently until the paper is pulled out. Replace the plastic cover, making sure that the slip of paper coming out of the terminal stays outside the plastic cover.
Card Not Allowed / Invalid Card Brand / Service Not Allowed
This means that your terminal has not been setup to accept this particular brand (Visa, Mastercard, etc.) of credit card. If this message shows up for Visa or Mastercard, call Technical Support. If you see this message for another card type such as American Express or Discover, and you are certain that you should have been setup with these card types, call Technical Support and a representative will ensure that your request is taken care of.
No Master Key
The most common cause for this message is attempting to connect a pin pad to the terminal without turning the terminal off first. Doing so destroys the encryption on the pin pad. The pin pad will need to be sent in to Harbortouch to be re-encrypted. Contact Technical Support for instructions on how to do this.
Invalid MICR Number
This message appears when a check reader/imager connected to the terminal is not reading the check properly. Ensure that the check is being inserted correctly. For an RDM reader, insert the check facing up with the routing and account number on the right side. For a Magtek, ensure that the check is being inserted with the front of the cheque facing inwards.
HARBORTOUCH
FAQ
F R E Q U E N T LY A S K E D Q U E S T I O N S
TECHNICAL SUPPORT
Customer Service 800-201-0461 (option 2)
Technical Support 800-632-1888
Below you will find a list of the most common issues with credit card terminals. If your screen says...
It means that...
Need to Batch
A Batch is a group of approved transactions that are stored in a terminal and accumulate through the course of a business day. Another similar message would be Settle to Save. Both messages indicate that the terminal has stored as many transactions as possible and they must be uploaded to the network in order to process and deposit.
Call Center
An authorization request response displayed on the credit card terminal screen, generated by the issuer or through stand-in processing. The merchant must then call for a voice authorization. PLEASE CALL THE VOICE AUTHORIZATION NUMBER PROVIDED.
Decline
A response from the card issuer denying the use of the card for the attempted transaction. If a request for approval is declined, the merchant must ask the cardholder for another form of payment.
HARBORTOUCH
FAQ
F R E Q U E N T LY A S K E D Q U E S T I O N S
BILLING & FEES
Customer Service 800-201-0461 (option 2)
Technical Support 800-632-1888
Below you will find a list of the most common issues with credit card terminals. IOn your statement, if you see...
It means that...
Excess Auths
You were charged these fees for swiping a card that came back declined, for forced or voided sales, and for returns.
Non-Qual Fees
These are the percentage amounts added to your regular discount rate, in the event that you key in an entry and the infromation does not match (i.e., the zip code entered into the terminal does not match the cardholder's zip code on file). This can also occur when a customer uses a corporate, government or business credit card, or if the terminal fails to batch on time. • "On time" is defined as batching the terminal out on the evening of the sale. • A "late" batch is defined as batching the terminal more than 24 hours after the sale occurred.
Mid-Qual Fees
This is the percentage amount that is charged when the sale is keyed in, but all of the address verification information matches. This percentage is usually less than the non-qual fees.
AVS
This stands for Address Verification System. You would see an instance of this when manually keying in the transaction, and the terminal prompts you for the cardholder's zip code and street number.
Chargeback Fee
In the event that the customer disputes a sale directly with their bank, you as the merchant are charged back the amount that the customer is disputing plus a $30 fee. This is a chargeback fee.
Retrieval Fee
This is a $25 fee applied when a customer questions a sale and requests documented proof of the sale. Harbortouch has to research the sale and as a result is charged this fee by the cardholder's issuing bank. This cost is then passed onto you as the merchant in the form of a retrieval fee.
HARBORTOUCH