USAePay Frequently Asked Questions

General Account Info

Where can I find my username and password?

You should have created a username and password when you activated the account. It could also be an an email you received when you opened the account. If you are not able to locate the username or password call our customer support department at 866-872-3729 for assistance.

Does the gateway support swiped and EMV transactions?

Yes, the system does allow retail transactions to be passed into the gateway along with mag-data/emv data to receive retail rates with your merchant bank. For more information about EMV click here.

What do I need to do in order to accept ACH/Check payments?

In order to accept payments with bank account information, you need to have a check processor set up and enabled on your account. You can set one up directly with one of the check processing partners, or contact your sales rep for assistance with set up. You can find a list of our check processing partners here in the section labeled 'Check Platform Partners' at the bottom of the page.

Does the gateway support gift card processing?

Yes! We offer gift card processing in the merchant console and iOS app through our partner PAYA. If you would like to set up gift card processing, please contact the agent who set you up with your gateway account. If you aren't sure who set you up, contact our customer support department at 866-872-3729 for further assistance.

How many users are allowed on the account?

There is not a user limit on the gateway account.

Can I customize permissions for each user?

Yes. When you set up a user you can set them as a master/admin user which will have ZERO restrictions on the account, or you can restrict them to only certain parts of the merchant console.

You can also create custom Roles. This allows you to create categories of users that designate exactly which parts of the system that category of user will have access to. You can simply choose a 'Role' for a new user instead of manually set permissions for each new user you create.

Click here for instructions on how to choose console permissions for users and click here for instructions on how to create and assign roles.

How do I update my company name, address or phone number?

If you would like to change this information for as it appears on your receipts, invoices, and payment forms for your customers, click on 'Settings' in main sidebar and then click on Merchant in the drop down menu. Update the information and then click 'Update Settings'.

If you would like to update the company name as it appears on customer bank statements or update the name, address, or phone number we have on file for contact purposes, please contact the agent who set you up with your gateway account. If you aren't sure who set you up, contact our customer support department at 866-872-3729 for further assistance.

I am missing some features. What do I do?

First, check if you are a master/admin user on your account. If you are not, then the master/admin user may have restricted your access and you will have to request that they adjust your permissions.

If you are a master/admin user and you don’t see certain features, then usually this means that the feature is not included in your current package. To update your features, please contact the agent who set you up with your account. They have access to your account features and can process the change for you. If you aren't sure who set you up, contact our customer support department at 866-872-3729 for further assistance.

How do I request a new feature/functionality?

To request a new feature, please email us at support@usaepay.com with a description of the request, the name of your business, and the best email/phone number to reach you at in case we need to contact you to clarify the request. Please make the subject of the email 'Feature Request'.

This information will be passed along to our developers as input for future updates. Please Note: USAePay puts great value into our merchants feedback and our developers take your needs into account when developing new functionalities. Unfortunately not all features can be implemented, and a feature request does not guarantee the feature will be added.

How do I cancel my account?

If you signed up through one of our partners, contact that partner to cancel your account. If you do not know who set you up, contact our customer support department at 866-872-3729 and we will assist you in anyway we can.

If you have an in-house account, send an email to cancellations@usaepay.com with the following:

Your company name
Your MID or username
Your name
Your reason for cancellation

You should receive a response within 1 business day. USAePay doesn't accept cancellation by phone, fax or mail. Also note that you are still responsible in closing your account with your merchant service provider. If you have further questions, contact our billing department at 866-372-3729 ext. 491.

Processing Transactions

How do I process a credit card sale? Are ALL fields mandatory?

To process a basic sale follow these steps:

Login to the merchant console at www.usaepay.com/login
Click on 'Transactions' in the main menu on the left hand side of the page and click on 'Simple Charge' when the menu expands.
Enter customer information. The only mandatory fields are Card Number, Expiration, and Charge Amount.
Click 'Process'

Please Note: Fill out as many fields as you can for security purposes. For more detailed instructions on processing a 'Simple Charge,' click here.

What is the difference between New Order, Simple Charge, and AuthOnly?

All of these transaction types charge an amount to a customer's credit card, but deciding which you will use really depends on the business:

Simple Charge- This transaction type is the most basic of the three. You simply enter in the card holder information, card information, and amount and click 'Process'. This will authorize the card AND place the transaction into your current batch for settlement. No further action is required (provided your batch is set up to auto-close.
AuthOnly- It looks almost identical to the 'Simple Charge' page and all of the same information is required to process. However, AuthOnly transactions will authorize the card and place the transaction into your Queued transactions, instead of into the batch manager. Further action is required to complete the transaction. The transaction must be captured manually to move it to the current batch before the authorization expires (see below for more information about authorization expiration). Click here for more detailed instructions on adjusting the amount and capturing the transaction.
New Order- This transaction type is the most complex of the three and highly customizable. This transaction type allows you to build an order of products from your product database, then attach a customer from your customer database, and then select a credit/debit card that you already have on file for that customer. You can also manually enter all of this information or just parts of the information. You can even choose to run the transaction as an AuthOnly transaction by checking the Authorize Only box in the payment screen. Click here for more detailed information about this transaction type.

What is the difference between a Refund and a Void?

You can only Void a transaction when it is still in your currently open batch. If the transaction has already been settled/is in a closed batch then you must use Refund to return your customer’s funds.

Can I process a refund for less than the original charge?

Yes. To process a partial refund, use the Quick Refund method. Click here for more information on how to use this functionality.

How long will it take for funds to return to a customer's account after I void a transaction?

It depends on the customer's issuing bank. Make sure you check the 'Release Funds Immediately' option to return the funds back to the card as soon as possible. Once the transaction is voided and the batch is closed or you have released the funds, the gateway has communicated to the issuing bank you will not be capturing the funds and it is up to the bank to release the hold on the customer's account. In most cases, the transaction will drop off in a day or two, but in rare instances the customer's bank can hold that amount for up to 30 days.

How long will it take for funds to return to a customer's account after I refund a transaction?

It varies depending on the customer's issuing bank, but usually it takes 7-10 days.

Can I take payments with a chip card reader on the merchant console?

If your processor is EMV certified with USAePay and you have access to wifi then yes, you can take payments on the merchant console using the Castles MP200. To check if your processor is EMV certified with USAePay contact our Customer Support department at 866-872-3729 ext. 490 and we will check for you.

To get more information on how to connect the MP200 to your Merchant Console click here.

Does USAePay have an app where I can take payments on my smart phone or tablet?

Yes. We have both iOS and Android applications that will allow you to take payments on the go. You can find links to both applications below:

Simply download the application, login with the same username and password you use to login to the Merchant Console and you can start processing immediately.

When would I use VoiceAuth?

VoiceAuth is used for 'offline' transactions. Any transaction that did NOT originate on the gateway can be posted in this tab. Most common to these types are the 'Voice Authorization' transactions in which card issuers require voice verification before authorizing the transaction. Please Note: Voice Authorization transactions need to be posted through this screen or funds will NOT be transferred to your account.

What is the CVV2/CVC and do I NEED to enter it when I process a transaction?

CVV or Card Verification Value/Code are the 3 digits located on the back of a Visa, Discover, or MasterCard and the 4 digits located on the front of an American Express card.

The system will allow you to process a transaction and approve the transaction without the CVV2/CVC value (as long as the Card ID Checker fraud module settings permit it). However, it is highly recommended that you collect this value for transactions (this is to be certain you get the transaction rate your merchant service provider quoted you AND for security purposes).

What is the PO Number?

PO number stands for Purchase Order number. This field is usually only required for corporate and Level III cards.

Can I put multiple emails in the 'Customer Email' and 'Merchant Email' fields when I process a transaction?

Yes, you can put multiple emails separated by a comma (i.e. email@email.com, email2@email2.com).

My credit card transaction was approved. Is there anything else I need to do to receive my funds?

Once the transaction (sale or refund) is in the currently open batch, no further action is required as long as you have the batch set to close automatically (the batch must be closed before you can receive the funds).

How do I view the full card number for a transaction I processed on the account?

The gateway encrypts card information as a part of PCI compliance and to keep you and your customers safe from fraud. With this in mind, we recommend our merchants utilize the Quick Sale and Quick Refund features. These features allow you to process sales and refunds on cards you have processed previously without retyping the full card number, and most merchants discover they do not need access to the full card number after learning about this functionality.

If you find you do still need to view the card number you can request an SSL certificate. To learn how to apply for this certificate, click here. Please Note: Applying for an SSL certificate does not guarantee that you will receive one. Applications are reviewed on a case by case basis.

Declines & Errors

What is the difference between an Error and a Decline?

An error received during a transactions usually indicates that there was something wrong with the transaction itself, and not that the customer's bank rejected the transaction. The most common errors are an invalid card number (not 13-16 digits long), or invalid amount ($0.00).

A decline occurs when the credit card or bank account is declined by the processor, and usually that the customer's bank has rejected the transaction for some reason. The most common reason for a decline, is that the card is over its credit limit or is no longer in good standing. While transactions resulting in errors can be corrected and re-run, most declines cannot be so easily remedied.

Both erred and declined transactions will NOT be sent to the current batch. You will only find these transactions in the Reports tab.

Can the AVS Result or CVV Result cause a transaction to be rejected?

Most of the time the AVS(Address Verification System) and CVV Results do NOT effect whether or not the card is being approved or declined. However, fraud modules can sometimes reject a transaction for an AVS Result or CVV Result depending on the settings.

If you get a 'Decline' response, this means that the customers bank has declined the transaction. In these cases the AVS Result and CVV Result did not have an effect on the transaction result.

If you get an 'Error' response and the error message is 'Your billing information does not match your credit card. Please check with your bank.' or 'Unable to Verify Card ID,' then it is likely that you have the Card ID Checker module or the AVS Response module enabled and one or both of these modules are rejecting the transaction according to responses you have decided to accept.

Why would I get an 'Unable to Verify Card ID' error?

This error is caused when the card you are trying to process does not pass the Card ID Checker settings you have set on your account in the Fraud Center. Check the settings of your fraud module and the CVV Result in the Transaction Details to see why the transaction didn’t pass your criteria and adjust the settings as needed. To see the definition of each CVV Result click here.

Why would I get an 'Your billing information does not match your credit card. Please check with your bank.' error?

This error message is caused when the card you are trying to process does not pass your AVS (Address Verification System) Response fraud module which you have set in your Fraud Center. Check the settings of your fraud module and the AVS Result in the Transaction Details to see why the transaction didn’t pass your criteria and adjust the settings as needed. To see the definition of each AVS Result click here.

Why am I getting an 'Invalid Amount' error?

Most of our platform partners do not allow authorizations to be processed for 0.00. This error occurs when you are trying to process a sale or authorization for 0.00 with one of those processors. If you get this error, check to be sure the transaction amount is 1 cent or more and retry. To see if your processor accepts 0.00 transactions, contact your merchant service provider.

I tried to run a transaction and I received an error code that reads 'Voice Authorization Required' or 'Voice Call'. What does that mean?

This means the customer's issuing bank would like you to call in to them to authorize the transaction. This is sometimes required when the card is being held or when the card is reaching its spending limit. You, the merchant, have two choices as to what you can do in this case:

1) You can treat the transaction as a decline. Tell the customer that the card has been declined and request another form of payment.

2) You can call in the the card's voice authorization line. You will need your merchant ID number that appears on the statement you get from your merchant service provider. You will reach an automated system and the credit card company should ask you a few general questions about the transaction, before they choose to approve or decline. IF the card gets approved over the phone, they will provide and authorization code. You must then go into Voice Auth and post the transaction. This will then place the transaction into your batch ready for closure. Here is the contact information for the major credit card types:

Visa/MasterCard: 800-228-1122
American Express: 800-528-2121
Discover: 800-347-1111
Capital One: 888-754-4371, opt 1, opt 6

I tried to close my currently open batch and I received an error. What does that mean?

This error means that there is an error in your batch which is preventing it from closing. It could be that your account parameters are not configured correctly or that a certain transaction is not allowed. Please call our customer support team as soon as possible at 866-872-3729 ext 490 to notify us of this error and we will assist you. In many instances you can continue to process payments, but the batch will not close (i.e. you will not be funded) until the error is resolved.

Batches, Billing & Deposits

When do authorizations expire?

For most banks, authorizations are normally valid for 7-10 business days (this is true for transactions in the currently open batch waiting to settle AND for authonly transactions waiting to be captured in the Queued Transactions tab). However, USAePay allows you to capture transaction up to 30 days after the original authorization was received. In some instances, the bank will still honor these authorizations for up to 30 days.

I processed an AuthOnly transaction and received and authorization, but I can't find it in my closed batches or in my Queued Transactions tab. Where can I locate this transaction?

If the authorization was run MORE than 30 days ago, the gateway will not allow you to capture this transaction. You will need to locate the transaction in the Reports tab.

If the authorization was run LESS than 30 days ago, you will just need to adjust your settings. Go to the Batch Settings section of the General Settings page and adjust the 'Expire Auths After' setting.

Do I have to manually capture a transaction if I ran it as AuthOnly?

Yes. For a walk through on how to capture these transactions, click here.

Do I have to manually close the batch or can I set it to auto-close?

You can do either. See below for a walk through on both:

Close the batch manually- When you are ready to finalize your transactions, go to the Batch Manager tab and click the 'Close Batch' button at the top of the page. As soon as a batch is settled, your merchant service bank is notified to transfer the funds into your merchant bank account.
Set the batch up to auto-close- Go to the General Settings page and look at the 'Batch Settings' section. Here you can set the batches to close at the same time every day by selecting 'Specific Time' in the drop down menu and then specifying the time or you can set it to close every 6, 12, 24, 48, or 72 hours. Please Note: If you choose a number of hours rather than 'Specific Time', the number of hours will begin with the first transaction of the new batch, so batches will NOT close at the same time everyday. Again, once the batch is settled, your merchant service bank is notified to transfer the funds into your merchant bank account.

When is the cut-off time to get next day funding?

This depends on your processor and merchant service provider. Many merchant service providers do not even offer next day funding. Contact your merchant service provider directly for this information. If you are unsure of who your merchant service provider is, they should send you monthly statements regarding the deposits they make and the fees they are assessing.

How do I know if a sale/refund has closed successfully?

To determine if a credit card sale/refund has been fully processed, go to the Transaction Details page for that specific transaction, click on the 'Transaction Results' header to expand this section, and look at the field labeled 'Status.' If the 'Status' field reads 'Settled' then the transaction is complete and has been successfully sent to your merchant service bank. At this point it is up to your merchant service bank to deposit the funds into your account (for sales) or the customer's account (for refunds).

Can I get a report every time my batch closes?

Yes. Go to the General Settings page and look at the 'Batch Settings' section. Enter one or more email addresses (be sure to separate them with a comma and a space if you are entering multiple addresses) in the 'Batch Email' and 'Batch Error Email' fields.

Once the batch is closed, how long until I see the funds in my bank account?

Because your merchant service provider is the one who actually deposits the funds in your account, it will vary and USAePay does not have access to that information. Contact your merchant service provider directly for this information. If you are unsure of who your merchant service provider is, they should send you monthly statements regarding the deposits they make and the fees they are assessing.

What are my costs for the transactions?

As the gateway we do not determine your transaction rates. For this information, contact your merchant service provider. If you are unsure of who your merchant service provider is, they should send you monthly statements regarding the deposits they make and the fees they are assessing.

I have a new bank account, what do I do to change it with you?

If you need to update the account where your DEPOSITS are sent, you will need to contact your merchant service provider. USAePay secures and facilitates your transactions, but does not actually deposit your funds. If you do not know who your merchant service provider is, they should send you monthly statements regarding the deposits they make and the fees they are assessing.

If you need to update the account that is CHARGED monthly, first check that USAePay bills you directly (MANY of our merchants are not billed by us directly, but instead by the company who set up their gateway account). If the description on your bank statement for previous billings reads 'USAePay', then contact our billing department at 866-872-3729 ext. 491 or billing@usaepay.com. If the description on previous monthly billings is anything else, contact the company who set you up with your USAePay account. If you do not know who set you up contact our customer support department at 866-872-3729 ext. 490 and we will assist you in contacting the right party.

Who would I call about questions regarding my monthly merchant statement?

Contact your merchant service provider. If you do not know who your merchant service provider is, they should send you monthly statements regarding the deposits they make and the fees they are assessing and their contact information should be somewhere on that statement. If you still need assistance, feel free to call our customer support department at 866-872-3729 ext. 490 and we will assist you in getting in touch with them any way we can.

POS/Shopping Cart Integration & Invoicing

Can I send a personalized invoice to a customer that will allow them to pay online?

Yes. If you see the ‘Invoices’ tab in the main menu of your Merchant Console then this feature is already enabled on your account. Click here for more information on how to create an invoice to send out to a customer.

If you do not see the ‘Invoices’ tab in the main menu of your account, then this feature is not enabled in your current package. To update the features on your account, please contact the company who set you up with your USAePay account. They have access to your account features and can process the change for you. If you do not know who set you up or you have an in-house account, contact our customer support department at 866-872-3729 ext. 490 and we will assist you in contacting the right party.

How can I create a form for customers to pay on my website?

Yes. The merchant console allows you to create a payment form easily by simple dragging and dropping in the element you would like to include. To create a new payment form, click ‘Settings’ in the main menu, and then click ‘Payment Form’ when that option appears below ‘Settings’ to navigate to the Payment Forms section of the merchant console.

Click here for step-by-step instructions on how to create a payment form. Or if you still have questions about customizing your payment form, contact our integration department at 866-872-3729 ext. 706 and we will assist you.

Once the payment form is created, provide your web developer with the link in your Payment Form Settings page so they can connect the form with your website.

How do I create a key to connect my point-of-sale system or shopping cart?

Follow these instructions:

Click on the Settings tab on the main menu sidebar and then click on API Keys when the section expands.
Click on the '+ Add API Key' button.
Name your key to distinguish what you are connecting your gateway to (i.e. Shopping Cart, Point-of-Sale #1, Payment Portal) and add a PIN in the 'PIN' field.
Adjust other settings as desired.
Click 'Save' to create the API Key.
On the API Keys page you will now see your key in the list. The long alphanumeric string in the 'Key' column is what you will use to connect your software/website.
Contact your point-of-sale provider/shopping cart provider/web developer if you have questions about where in your software/website to enter this code.

How many websites/points-of-sale/shopping carts can I have connected to my account and should I use a separate API key for each?

There is no limit to the number of these sources you can connect to your account. And YES, you should create a separate key for each source you connect. This allows for better and more detailed reporting for you by allowing you to see exactly where each transaction came from. It also makes it easier for us to troubleshoot and isolate exactly what is going on with what source if you ever experience issues on your account.

Customer Database & Reports

When do recurring billing transactions run?

It depends on the customer, your settings, and the payment method (check or credit card) being used to run the card.

Each of your customers can be set to have different billing schedules, so to check what date a certain customer will be billed, click on the 'Customers' tab on the sidebar, then click on Customer Database, locate the customer, and their next billing date will be shown in the 'Billing Schedules' column.

For customers who pay with credit cards, you can change the time of day the recurring payments run by going to the General Settings page and looking at the 'Customer Database and Recurring Billing' section. You can set the time credit cards should begin to run in the 'Select time for Credit Cards' field.

For customers who pay with check information then recurring transactions will run at 11:00am Pacific Standard Time on the date they are specified to run.

What does it mean if the the text is yellow for one of my customers in the Customer Database?

This customer has been marked 'Declined/Retrying' This means the system attempted to run a recurring billing transaction for this customer and received an 'Error' or 'Decline' response. The system will retry 24 hours after the original attempt.

How many times does the system retry a recurring transaction which is being declined?

The system will retry the number of 'Times to Retry' you have set in the 'Customer Database and Recurring Billing' section of the General Settings page. The minimum number is zero(0), the maximum number is five(5), and the default number of times to retry is three (3).

What does it mean if the the text is red for one of my customers in the Customer Database?

This customer has been marked as 'Failed' and then recurring billing has been disabled. This means the system tried to run the transaction the specified number of 'Times to Retry' you have set in the 'Customer Database and Recurring Billing' section of the General Settings page and received an 'Error' or 'Decline' response on all attempts. The customer has now been disabled and you must manually re-enable them to re-attempt the payment through recurring billing.

I re-enabled a customer marked as 'Failed' in my Customer Database OR I disabled a customer marked as 'Declined/Retrying' and my customer is still showing in red/yellow text. Why?

If the customer is disabled due to payment failure (customer is red) OR if you disable them before the system can retry the transaction the specified number of times (customer is yellow), the customer will remain red/yellow until a successful transaction has been processed through recurring billing, even if you re-enable them.

I ran a one-time payment using customer information to make-up for a failed recurring transaction and my customer is still showing in red/yellow text. Why?

The customer will remain red/yellow until a successful transaction has been processed through RECURRING BILLING. This holds true even for customers you have charged a successful one-time make-up payment through New Order, Simple Charge, or Quick Sale. A successful transaction must be processed with the recurring billing system to put the customer back in good standing.

Can I add recurring billing for customers signing up through my website?

Yes. For more information contact our integration department at 866-372-3729 ext. 706.

Can I download reports?

Yes, you can export any pre-made reports into CSV, Tab Delimited, or PDF format. Custom reports can be exported into CSV or Tab Delimited format. Simply login to your merchant console, click on the Reports section in the side menu bar, click on the report you wish to download, click 'Options' in the upper right, click 'Export' from the menu that appears, select the format, and click 'Export'. The report should appear in 'Downloads' or whichever folder you have specified you would like downloads to be sent to. Please Note: To protect your customers sensitive information, only the last four(4) digits of the card number will show in reports which include the 'Card Number' field.

Can I create customized reports?

For pre-made reports, you can filter them to only show certain dates by using the 'Start Date' and 'End Date' fields and you can use the 'Summary' feature to see totals rather than individual transactions. You can't make any other changes to these pre-made reports (i.e. add fields, change the sort order, exclude certain transaction types like voids or refunds), but you can create your own custom reports.

To create a custom report, go to the Reports section in the side menu bar and click 'New Report' in the upper right. Here you can create a report with custom filters, fields, sort order, and date/time ranges. You can also download, email, or print these custom reports. Please Note: Downloading these reports in PDF format is not available at this time.