Frequently Asked Questions

1. I entered my merchant number, a username of Administrator and the Administrator password you sent me, but I can't logon. What's wrong?
2. I just created a username , but its not letting me logon. Why not?
3. Its not letting me logon with my normal username and it doesn't do "anything". What's wrong?
4. What usernames do I need?
5. Can PPI setup our usernames?
6. I can't "void" a sale. Its says VOID DECLINED. What's wrong?
7. It approved a test card number, aren't these numbers "fake"?
8. I am trying to do a MOTO transaction and its saying we are "not allowed to use this card for MOTO transactions." What's wrong?
9. It's declining "all cards".
10. I am testing my POS system or Website and I cannot see my test transactions in the Shopping Transactions report.  What's wrong?
11. What is a purchase cards transaction?
12. What is CSC acceptance?
13. What is Transaction Source/Subtype?
14. Why don't I have a print receipt button?
15. Why is Financial Transactions there?

 

1. I entered my merchant number, a username of Administrator and the Administrator password you sent me, but I can't logon. What's wrong?
   While sounding very similar, a PayMover Merchant ID is not the same thing as a merchant number.  Your PayMover Merchant ID is a combination of letters and numbers and is not directly related your credit card company merchant number. Check your PayMover approval email and use the Merchant ID that you received in the email. Contact PPI Technical Support if you still cannot logon.

2. I just created a username, but its not letting me logon.  Why not?
   Carefully check the information you are entering. Usernames may have different passwords. PayMover will block usernames that have had invalid passwords submitted repeatedly. If you think this may have happened, see the next question below. You also may have enabled "Enable advanced MerchantAdmin" on the username you are using. This advanced option is only for usernames used in integrated POS functions. If it is enabled on a username, that username will not be able to logon to PayMover's web interface.

3. Its not letting me logon with my normal username, and it doesn't "do" anything. What's wrong?
   You may have disabled your username due to invalid passwords or you are using the wrong username and password and Merchant ID combination. Check the Merchant ID, username and password and make sure nothing has changed recently. If you think you may have have disabled the username with invalid passwords, logon with the Administrator username and password; the Administrator username can reset access for the other usernames. If you are unable to logon as Administrator, contact PPI Technical Support.

4. What usernames do I need?
   You will have an "Administrator" operator when your PayMover account is created.  You will need at least two more in most cases, one for PayMover direct access for MOTO transactions and reporting, and one with "Enable advanced MerchantAdmin" enabled for integration with a POS system.

5. Can PPI setup our usernames?
   No, security reasons prevent us from creating usernames for you.  This is for the protection of all parties involved.

6. I can't "void" a sale. Its says VOID DECLINED. What's wrong?
   Sales more than a day old cannot be voided as the processor has already begun the settlement process on them.  If you detect a mistake on the same day it occurs, voids are possible. For any sale that needs to be "un-done" after the day the card was charged a refund must be issued.  If you are voiding through a POS system, also double check the transaction information you are using to void- you may have a transaction detail, such as the exact amount, wrong.

7. It approved a test card number; aren't these numbers "fake"?
   You are using our testing and development URL when you logon.  The system you access with this URL is a development environment and as such will "act" like its charging cards. If you use card numbers other than our special test card numbers you will see: "The credit card number you have entered is invalid. Make sure that there are no spaces or hyphens in the credit card numbers and double check to see if you have correctly entered the credit card number."

8. I am trying to do a MOTO transaction and it is saying we are "not allowed to use this card for MOTO transactions." What's wrong?
   The card type may not be configured for your account. Contact PPI Technical Support and we can correct this problem if it occurs.

9. It's declining "all cards".
   If all transactions are failing, and your account has been setup and used successfully, the first thing to check is your internet connection. Interruptions in internet service are the most common cause for transaction failures such as this. If you have lost your internet connection you will not be able to access PayMover and transactions will not be successful. Re-establishing internet connectivity should correct the problem.
   
   If the problem is not happening to all cards, just a large number of them, and your internet connectivity is good, you may be a target for fraud - please contact PPI Risk and Security 800-774-6462 M-F 7 AM - 5 PM.
   
   If you are a developer, a PPI issued test card number charged for $1.00 and sent to the correct development URL should never be declined. Carefully check the data submitted and URL, making sure you are submitting to the development server with the proper usernames, testing passwords, Merchant ID and the correct access code.

10. I am testing my POS system or Website and I cannot see my test transactions in the Shopping Transactions report.  What's wrong?
    Check that the POS system or Website is set to send TEST+Merchant ID, the correct username (the username that has "Enable advanced MerchantAdmin" set), password and access code, and that you are logged onto PayMover with TEST in front of your Merchant ID. When running the report, make sure your Search by Transaction Success setting is set to "all" and you should see all test transactions in the Shopping Transactions report. 
    
    If you get approved responses, and you have verified you are logging on with the correct Merchant ID, and you still cannot see your transactions, contact PPI Technical Support.

11. What is a purchase card transaction?
    A purchase card transaction is a sale, processed through the Merchant Administration MOTO menu, charged against a "corporate" or government issued credit card. These cards have unusual rules governing their use, and to get the best possible rates a merchant needs to submit different data than for regular credit cards. Specifically, the merchant needs to indicate if the customer is tax exempt or not, and if not, have much local tax was applied to the sale. The tax amount is not added to the amount of the sale, rather this information is passed to the issuing bank, and finally passed back to the company who made the purchase. It is used for yearly tax and accounting purposes.
12. What is CSC acceptance?
    CSC stands for Card Security Code, a term used in international credit card processing; in the United States a more familiar term is "Card Verification Value" (also known as "CVV" or "CVVII"). Both terms relates to the same number. This three or four digit number is printed on the back of the card, and it is used as a method of fraud prevention. When submitted with a sale, the issuing bank will indicate if the CSC number submitted matches their records for that cardholder. In the Merchant Administration MOTO menu, this option allows a merchant to "accept" a transaction depending on whether this value matches.
13. What is "Transaction Source Subtype"?
    In the Merchant Administration MOTO menu, this allows a merchant to indicate if a sale was a one-time sale, such as for the purchase of ordinary merchandise, a recurring payment, such as for a subscription service, or an installment payment, such as a lay-away situation.
14. Why don't I have a "Print Receipt" button?
    Your browser has a "print" button or function that is used to print receipts for transactions run through the PayMover "MA" Virtual Terminal. Using the "Print" function inside your browser window ensures maximum printer compatibility.
15. Why are "Financial Transactions there" ?
    Financial Transactions provide the same data that you see in "Shopping Transactions", however, it also allows you to download a MS Excel formatted file of your transaction history, useful for bookkeepers and accountants. In future releases of PayMover, additional functionality will be seen in Financial transactions, for example, certain business types will be able to report on individual batches of settled transactions, by the actual "batch number" , instead of merely by date range, which is what is supported now.