COVID-19 Business Continuity, Preparedness & Support for Payment Processing

During this time, we understand that you may be experiencing unforeseen challenges at your business. We want you to know that Constellation Payments stands ready to support you, your staff, your customers, and your communities.

While we are taking every precaution to ensure the continued health and safety of our employees, we want you to know that we also have a tested business continuity plan in place to continue to serve your business and its payment processing needs without interruption.

With that in mind, here are a few important updates:

  •   Our staff is continuing to work normal business hours from secure remote locations. We are here to help and support you with keeping your business operational. Please don’t hesitate to reach out to us using the support channels listed below.

  •   If you are on the Constellation Payments gateway, you will continue to receive payments on time and at your chosen frequency. At this time, we have received no indication from our payment processing partners that there will be any interruptions in service.

  •  Online payment alternatives are available for your business. Amid the spread of COVID-19, many businesses are reconsidering how they handle cash, checks, and credit cards. Contactless and digital payments are being encouraged as alternative payment methods as they require less physical interaction and are more secure.

We can help with online payment alternatives such as deploying hosted payment pages to enable your customers to pay securely online by credit card, debit card, and ACH/EFT. Please contact your software provider or call our Product Support Team at 888.248.7060 to discuss alternative digital payment methods.

  •  An after-hours emergency support line is available for true technical emergencies. Should you experience a technical issue, first check the status page where we post about scheduled maintenance, downtime, incidents, outages, and resolutions.

If the issue is a true technical emergency occurring between the hours of 5 pm ET and 8 am ET Monday through Friday, or over the weekend, please call the emergency support line at 844.9.CSIPAY or send an email to

We’ll continue to send updates if needed as the situation evolves. In the meantime, please continue to use the standard support channels noted below, and please don’t hesitate to reach out to us.

Thank you and stay safe,

The Team at Constellation Payments


Support Lines

(Monday through Friday: 9 am – 7 pm ET)

Channel Partner Support: 888.248.7060
Merchant Services Support: 888.244.2160

The Support Hub

Enter tickets, indicate priority, make updates, track status, view your own tickets, or all tickets from your organization at the Support Hub.

Payments Insider — Elavon’s Online Account Management Portal

Go to, Elavon’s online account management portal, to manage your merchant account, get interactive statements, set up funding alerts, and access how-to videos.

If you don’t yet have a Payments Insider account, fill out the form here. A confirmation email will be sent to you with instructions to complete your account set-up. 


Image by Free-Photos from Pixabay 

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How to Fast-Track Your New Year Business Planning

Do you feel it, too? That heavy weight on your shoulders to get your business plan in order? Pressure to plan for the new year, while meeting all the other work deadlines during the busy Holiday season?

We all feel it. Fortunately, there is a way to squash the stress and worry, and set your plan in motion — quickly.  

The answer? Your business management software and Payments Insider.

By running reports found in these two resources, you’ll gain important insights to guide your decision-making, and form key action steps that make up a solid business plan.

1. Start with the financial reporting in your business management software

Whether you’re using EZFacility, Member Solutions, Shortcuts, or another partner software integration, most software programs have dashboards and detailed financial reports that can be easily run and exported into Excel or PDF to review and share with your team at your planning meeting.

Start with the Accounts Receivable Report. Reviewing accounts receivable for this past year, and years prior, can shed light on both the flaws and opportunities in your accounting procedures, as well as in your sales and marketing processes, and general operations.

For example:

  • Maybe you find that you have too much cash tied up in unpaid invoices. This discovery could lead you to adjust your billing process in the new year, like activating automated recurring billing in your software.
  • Or, maybe you find that a seasonal sale drove a surge of paid-in-full membership packages. Knowing this confirms that you should repeat that same promotion in the coming year.

Whatever the case may be, this financial report — along with other financial reports like package sales, active members by programs, revenue report — tell the story of what actually happened during the year. From this data, you can gain insights to make solid, data-based decisions and create action items that make up your business plan.  

2. Review your merchant processing statements in Payments Insider

Not familiar with Payments Insider? It’s well worth taking a moment to set up your account. Payments Insider is the online portal that houses all your business’ payment information.

The portal makes it easy to access your merchant account credit card statements from the past 13 months. Statements can be filtered by date range, location, and statement type.

One of the best features of Payments Insider is that you can click on any of the values in the statement for greater detail.

Payment Insider also provides tables and graphs that break down transactions by sales, returns, chargebacks, card/dollar/transaction amounts, and average ticket price.

These visual representations of your payment activity can help you quickly identify areas of strength, and those that could use a little help.

For example:

  • Maybe you find that chargebacks have increased this year. This finding could lead you to take steps to prevent chargebacks, like making your charge description clearer on the customers’ credit card statement, or adding your phone number as part of the charge description.
  • Or, maybe you find that sales grew in the Spring and declined in the Summer, steering you in the direction of implementing a Summer special to draw in more business.

Taking Action is Crucial to Achieving Success

Remember that the financial reports in your business management software and merchant processing statements in Payments Insider is just the start.  

The key to achieving success in the new year is to take what you’ve learned and act. What good does it do if you simply know that something worked, or didn’t, and you don’t take action to repeat the success or take a step to improve a process or procedure?   

Implement a plan. Act. Assign action steps to staff. And, rest assured knowing your new business plan is now rooted in data-backed decisions to help your business grow and improve regularly.

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Manage Incoming Payments Like a Pro: 3 Tools to Start Using Today

Ever begin using an app that immediately becomes part of your everyday, leaving you thinking: “How DID I ever get along without this?”   

That’s how you’ll likely come to feel about these three tools.  

Incorporated into your business routine, they’ll quickly become your go-tos — making it far easier to keep your finger on the pulse of your business and its funds. 

Before getting started, you’ll want to sign up for a My Payments Insider account, if you haven’t already. My Payments Insider is your primary source for managing your merchant account, and accessing all your business’ payment information.  

To register, fill out the form here. A confirmation email will be sent to you with instructions to complete your account set-up. 

Now, about those tools 

1. Interactive Online Statements 

How much was deposited to my account last month?” …  “10 months ago?” …  “What did I pay in chargeback fees? 

You can easily get answers to questions like these with My Payments Insider. Within the portal, you have access to statements from the past 13 months that can be viewed online and easily downloaded to PDF, CSV, or XLSX. No more waiting for paper statements to be mailed to you and storing paper documents at your facility. All statements are secure and in one spot for easy access whenever you need them.  

Even better, the statements are interactive, meaning you can: 

  • Filter by business location, statement type, and date range (3 months, 6 months, 9 months, and year) 
  • Change views to deposits, fees, chargebacks and adjustment activity 
  • Drill down to batch and transaction level to get greater detail 

2. Funding Alerts  

No doubt cash flow is the lifeblood of your business. And like a monitor records the activity of the heart, you need a tool to keep a pulse on cash flow. Funding alerts are a quick and easy way to do that.  

With funding alerts, you’ll know the moment funds have been settled and processed to your account.  

To sign up, follow the steps below or call our Support Team at 888.244.2160, option 2.  

  1. Click on the ‘Personal Information’ dashboard tile 
  2. Click ‘Notifications’ 
  3. Check the ‘Funding/bank activity’ box 
  4. Enter your mobile phone number  

Select your merchant ID (MID) or all business locations. You’ll receive one text message per MID. 

3. Chargeback Alerts 

Managing chargebacks and retrievals can be a difficult and confusing part of payment processing. And, if you don’t respond to a dispute within the allotted timeframe, the banks will simply process the chargeback. (Typical timeframe is 120 days, however, in some cases, the timeframe may be longer or shorter depending on the chargeback reason code.)  

Chargeback alerts help you stay on top of payment disputes. With this service, you’ll be notified by fax, or by email and online alert, of any payment disputes posted to your account within 24 hours, so you can proactively handle chargebacks as soon as they’re made.  

Also, within the portal, you can set preferences for your alerts whether it’s new chargeback and retrieval cases, status updates, high value amounts, and case aging. My Payments Insider also includes a broad selection of reports to manage your activities and measure your results. 

To enroll for chargeback alerts, contact our Support Team at 888.244.2160, option 2 or open a ticket under the “Request a Change” reason and add notes to sign up for chargeback alerts via email. 

The Tool’s In Your Court 

Like outfitting a gym with essential equipment to train effectively, businesses need to incorporate the right tools to manage money effectively. Start using these three today to keep your finger on the pulse of your business and its funds, and make managing incoming payments a whole lot easier. 

Have a question about the tools listed here? Post your question below or visit our Support Hub Portal.

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