FAQ

Partner FAQ

FAQ's

most frequent questions and answers

Current Software Partners & Merchants, select tab below to see the answers to your most asked questions.

Integrating to CSIPay provides the additional features of an integrated solution, quicker funding, text2pay and much more! If you are not ready yet, we can support the following connections; Authorize.net, DataCap, WorldPay Express and NMI. 

Yes! Partners receive up to 5 free user accounts, each customizable with specific conditions. You can also create a hierarchy tailored to your organization’s needs.

Funding to partners will be provided by the 20th of the following month’s processing. 

Absolutely! While greater savings are available when we manage your merchant account, CSIPay can still help reduce your current SaaS collection fees through our standalone service.

Yes. Your designated account manager will be able to assist you.

CSIPay works with you to create a streamlined sales process that aligns with your business identity.

We work with multiple distributors across the U.S to provide various options that meet the needs of your industry. For inquires, please reach out to sales@csipay.com. 

My merchant is having trouble setting up their terminal. What should I do?

Please see the HEM download instructions at this link here. If you are unable to complete the set-up process due to an error, please contact Product Support at terminals@csipay.com 

If the device is unable to receive an activation code, please attempt a power cycle of the device and ensure it is connected with a functioning ethernet cable and port. You may also attempt removing the lane configuration from your software and reestablishing the connection. If the device is still non-functioning, please contact Product Support at terminals@csipay.com

If the device is not tokenizing cards, please ensure you have requested for omnitokens to be added to the merchant’s account with Merchant Support.

You have 30 days from the order date to request a refund for a device that is no longer wanted. Depending on the device, there may be a 15% restocking fee and no refund of the device downloads. Please have your merchant set-up and test all of their devices upon receival and report any errors or non-functioning devices to Product Support within the 30-day window.

If a merchant received a device that needed to be replaced, please note that they have 30 days to return the initial device or they will be charged for both devices.

When reporting an error during processing for your merchants, please ensure that you provide the following in your initial report in order to resolve any issues as quickly as possible:
1. What is the name and MID of the merchant experiencing the error?
2. What platform is your merchant attempting to process on? (credit/debit? ACH? PYXiS merchant? etc.)
3. Has your merchant processed successfully before?
4. Is the error occurring only under specific circumstances?
5. Please submit any examples/transaction call & responses that would be useful in troubleshooting.

Contact your software provider to set up access. If they’re unable to assist, they’ll reach out to CSIPay on your behalf. You’ll then receive two emails: one with your portal link and username, and another with your password.

Please ensure that your email address is confirmed upon your initial login. Then, click on “Forgotten Password” on the pay portal’s login page. You’ll receive an email to set a new password. For additional support, please contact your software provider.

In the pay portal, go to your profile and select “Banking.” Click the purple pencil icon and follow the prompts. Choose either Plaid for a secure connection or Manual Entry, which requires CSIPay approval.

In the pay portal, once logged in, go to your profile. If you have access to make this change, you should see a section titled “Banking.” Here you will choose the “Add New Account” button and follow the prompts. You can choose one of two options: Plaid, which is a secure connection between your merchant account and your banking account or Manual Entry, where you input the information yourself and then be sent to CSIPay for approval before the change takes place

Yes. In the pay portal, go to your profile and select “Banking.” Click “Add New Account” and follow the prompts. For Manual Entry, include a description for the account’s purpose. For Plaid, contact your software provider to ensure correct setup.

Merchants will see: CSIPAY SV9T 8882442160 MERCH FEES [MERCHANT NAME

We offer standard funding for deposits by default: if you batch your daily transactions out to us for processing by 9:00 pm ET on a weekday, you should see funds in your bank account within 72 business hours.

CSIPay has risk parameters on each merchant account to help combat possible credit card fraud.  These transactions are reviewed by the CSIPay Risk team and once they are found to be valid, they are released and will be added to the next disbursement that is set to go out on the merchant account.

Yes! We accept all debit, credit and ACH transactions from outside the U.S and Canada.

Statements are processed each month and sent out between the 3rd and 10th of each month. These are sent to the email address that is listed as the business email on your merchant account. Statements are only generated for accounts that are on Gross funding.

In the Payment Portal, a Balance Detail Report is the best option to help you reconcile your bank account and merchant account. If you do not have access to the Pay Portal or the necessary reporting functions, please reach out to your software provider for further assistance.

PCI compliance, in simple terms, refers to adhering to a set of security standards known as the Payment Card Industry Data Security Standard (PCI DSS). These standards are established by major credit card companies, such as Visa, Mastercard, American Express, and Discover, to protect the security of cardholder data.
 
When a business or organization processes, stores, or transmits payment card information, they are required to comply with PCI DSS. The goal is to ensure that sensitive cardholder data, including credit card numbers, is handled and stored securely to prevent unauthorized access, fraud, and data breaches.
 
PCI compliance involves implementing various security measures and best practices, such as maintaining a secure network infrastructure, using strong access controls and authentication methods, encrypting data, regularly monitoring systems for vulnerabilities, and having incident response plans in place.
 
By complying with PCI DSS, organizations demonstrate their commitment to safeguarding cardholder data, promoting trust among customers, and reducing the risk of financial losses and reputational damage. Non-compliance with PCI DSS can result in penalties, legal consequences, and the loss of the ability to process payment card transactions.
 
You can visit the PCI Security Standards Council site here to learn more!

Within 45 days of boarding with CSIPay, you will be added into our PCI portal. This portal will allow you to complete your SAQ and set-up an IP address scan (if necessary) in one location. You will be notified of this process by your software provider and/or from pci@csipay.com. If you have not received login credentials within the above time frame, please reach out to your software provider for assistance. Please note that your software provide will charge a $79.99 fee for non-compliance each month you are not fully compliant. Please reach out to your account manager for more details.

Once you gain access to the portal, please proceed with the attestation process and reach out to support at helpdesk@encytro.com or () –

If you are currently compliant through another provider, please submit your Attestation of Compliance certificate to your software provider. Please note that an AOC is only valid with a future date and merchant signature.

The Payment Card Industry Data Security Standard (PCI DSS) Self-Assessment Questionnaires (SAQs) are a set of validation tools designed to help merchants and service providers assess their compliance with PCI DSS requirements. There are different SAQ types, each tailored to specific types of businesses based on their payment card processing methods and the scope of their cardholder data environment. The SAQ types help determine the level of validation required for PCI DSS compliance.
 
Here’s a general explanation of the main PCI DSS SAQ types:
 
  1. SAQ A: Card-not-present (e-commerce) merchants
    • This SAQ is for merchants who only process card transactions over the internet.
    • No cardholder data storage, processing, or transmission occurs on the merchant’s systems.
  2. SAQ A-EP: E-commerce merchants with out-of-scope payment processing
    • Similar to SAQ A, but with additional requirements for those who store cardholder data electronically.
  3. SAQ B: Imprint-only merchants or standalone dial-up terminals
    • For merchants using standalone, dial-out terminals with no electronic cardholder data storage.
  4. SAQ B-IP: Merchants using standalone IP-connected payment terminals
    • For merchants using IP-connected terminals without storing electronic cardholder data.
  5. SAQ C: Merchants with payment application systems connected to the internet
    • For merchants who process transactions using payment application systems and store cardholder data.
  6. SAQ C-VT: Merchants using only web-based virtual terminals
    • For merchants using web-based virtual terminals to process transactions.
  7. SAQ P2PE: Merchants using only hardware payment terminals
    • For merchants using PCI-validated point-to-point encryption (P2PE) solutions.
  8. SAQ D: All other merchants and service providers
    • This SAQ is the most comprehensive and applies to merchants and service providers who don’t fit into the categories above.
    • It covers a wider range of payment processing methods and data storage scenarios.