When calling or emailing support, please include or have your MID# (Merchant Identification Number) ready so that we can indentify your account. Should you need to contact support and are within the hours of operation for your dedicated support representative, you should always reach out to them first. They are a
support system that make it their job to provide you hassle free solutions to any issues you may have. Let them do the work for you, whether it be getting you answers or making changes to your account. Should you have an urgent need outside of their work hours, reach out to the TransFirst 24/7 Support Staff.
FOR ANSWERS TO FREQUENTLY ASKED SUPPORT QUESTIONS CLICK HERE!
Q – Will TransFirst support staff be able to help me as well as my dedicated representative?
A – Absolutely. If you give them your MID # (Merchant ID Number) they will be able to access and verify your account. Once, they’ve accessed your account, they can make any changes or provide you with any information your DSR can.
Q – Where do I get my MID #?
A – Your MID(s) can be found in your Dashboard under My Account. They can also be found under the tab for Statements. This MID # lets us know who you are and identifies you amongst other Merchants.
Q – Will I receive a monthly statement?
A – Yes. A statement with clear breakdown of rates and fees will be mailed to you every single month. You can also check the Statements tab of your account dashboard to find an archive of past statements.
Q – Can I process foreign business?
A – Yes. Any of your customers can purchase from you anywhere in the world. International credit cards are not an issue. Unfortunately, at the present moment we are not allowing merchants to operate their business outside of the US. BUT, we are in the process of merging with TSYS® and they CAN process globally. So, this option will become available shortly (answered 10/5/16).
Q – What is the Address Verification System?
A – If you sell mail order/telephone order, or through the Internet, you don’t want to send a product to a false address and have a risk of receiving a chargeback. The Address Verification System (AVS) lets you enter the customer’s home address and compares it to the address on file with their credit card company. If someone uses a stolen card, and wants products shipped to a false address, AVS will help detect this for you.
Q – How come my payments are not arriving next day like I was told?
A – We do have 24 hour payment processing, so chances are if you are not getting the funds by the next day you are batching out to late in the evening. In order for you to receive next day funding, your batch information needs to be sent out by 5pm CST. Another common issue is if one of your transactions was higher than your average ticket, it may have been flagged for review by the Risk Department. For example, if you have normal transactions between $500-750 and than you process one for $3,000, that transaction will more than likely be flagged and sent to be reviewed. This process can usually be done very quickly, but assuming you batched out close to the cutoff, it can easily cause your transactions to not be processed until the next day.
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