Frequent Support Topics
Transaction authorizations can be found at the bottom of your receipt.
Typically authorization codes expire within 7-10 days. Find your card provider below to learn more.
• Mastercard®: 7 days
• Visa® T&E: 20 days
• Visa®: 10 days
• Discover®: 10 days
• Amex®: 7 days
Yes, offline transactions are authorized and will be processed.
After accepting transactions in Store & Forward mode, you will need to batch out accordingly.
For offline Forced Transactions, you will need an approval code during the transaction.
You can prevent authorization codes from expiring by batching out on a regular basis. It is recommended that you do this daily.
Click here to learn how to access and use Dispute Manager.
A “Chargeback” occurs when a customer disputes a transaction, product, or service. This can result in a bank-initiated refund for that credit card sale.
A “Chargeback” occurs when a customer disputes a transaction, product, or service. If the customer believes the transaction was invalid, did not receive the good or service, or did not meet the agreed upon Terms and Conditions, they have the right to dispute a transaction.
After the chargeback occurs, merchants will be sent a chargeback notification via email, fax, or standard postal delivery, based on their merchant setup options. To begin the dispute process, follow the steps as detailed below or in your chargeback notification. You will have 15 calendar days to respond and begin the reversal process.
To begin the dispute process, follow the steps as detailed below:
Step 1: Login to your Business Track account at www.businesstrack.com.
Step 2: Under “Applications,” Select “Dispute Manager,” then click “Cases” at the top of the page. Here you will find the specific information regarding your chargebacks.
Step 3: Press the “Actions” tab, then select a choice from the drop down on which action you’d like to take(i.e. Dispute Chargeback), then select the documentation type you’d like to provide, then click “Continue Action.”
Step 4: At this point, you will now add the documentation type you selected and notes you’d like to include, then click “Submit Action.”
Step 5: Your case has now been successfully submitted. It will be reviewed & resolved by the Chargeback Response Center Team. If you’re unsure of the status of your case, please check Dispute Manager frequently for updates.
*Please note, that both merchants and cardholders always have the right to dispute charges and chargebacks.
When processing transactions, chargebacks are almost inevitable. However, there are steps that a merchant can take to try to prevent them. Here are some quick tips:
- Deal with customer service issues promptly.
- Use clear payment descriptors.
- Have clear purchase agreements.
- Always properly authorize transactions.
- Double check all sales total to prevent clerical errors.
*Please note, that both merchants and cardholders have the right to always dispute charges and chargebacks.
Money may be taken out of your account for various reasons related to chargebacks. Typically, the issuing bank will credit the cardholder for the disputed transaction until the dispute is settled. If the merchant then wins the dispute, the initial sale amount will be credited back to the merchant’s account. If the cardholder wins the dispute the case will be closed and the cardholder will keep the funds initially credited to them.
Registration for PCI Compliance is simple. All you need to do is Click here and fill in the required fields.
PCI stands for Payment Card Industry, but usually means one of the following:
The Payment Card Industry Security Standards Council is an industry body made up of organizations like Visa, Mastercard, American Express and Discover. The Council is how these companies cooperate to agree upon a single, common security standard that Merchants are required to meet.
The actual security standard put together by the Council described in the first definition above. The full name for this standard is the Payment Card Industry Data Security Standard (PCI DSS.) Merchants must meet this set of security requirements, if their business accepts, transmits, or processes customer payment cards, such as credit cards or debit cards.
PCI DSS stands for Payment Card Industry Data Security Standard. This is a technical and broad-ranging set of security requirements created by the Payment Card Industry, laying out what Merchants need to do to protect customer information. The PCI Council requires that Merchants meet this set of security requirements if their business accepts, transmits, or processes customer payment cards, such as credit cards or debit cards. Merchants that do not comply with these requirements can be penalized in a number of ways, up to and including having their card-processing privileges revoked, leaving them unable to accept customer payment cards.
Click here to visit the PCI Council’s website for more information.
PCI DSS applies to ALL organizations or Merchants, regardless of sizes, that accept, transmit, or store any payment card information. In other words, if any customer of that organization ever pays using a credit card or debit card, then the PCI DSS requirements apply.
To satisfy the requirements of PCI, a Merchant must do two things:
1. Comply with the Data Security Standard by meeting all of the requirements laid out in the Data Security Standard.
2. Validate their compliance. This means the Merchant must SHOW (in a manner appropriate to their size and situation) that they are complying with the Data Security Standard. For some Merchants, such as those with a high volume of card transactions, or with a history of security problems, validation involves on-site audits by certified professionals, but for many Merchants, the primary requirements are:
- Annual completion and submission by the merchant of a PCI Self-Assessment Questionnaire (the SAQ.)
- Where appropriate, undertaking a quarterly network vulnerability scan by a certified scanning company.
It is important to note that being in Compliance does NOT automatically mean that the Merchant has met their Validation requirement
The Self-Assessment Questionnaire (SAQ) is a form that Merchants may be required to complete every year and submit to their Acquiring Bank. It was created by the PCI Council. Completing a Self-Assessment Questionnaire helps Merchants do two things: Check their Compliance, by finding out for themselves if they are in compliance with the Data Security Standard.
Complete part of their Validation, but giving others, such as their Acquiring Bank, evidence that they are in Compliance with the PCI Data Security Standard.
As of February 2008, there is no longer a single one-size fits all Self-Assessment Questionnaire. Merchants now need to identify which one of five Validation Type categories they fit into, and then complete the appropriate Self-Assessment Questionnaire for their category. For some Merchants, the appropriate Self-Assessment Questionnaire is short and simple, while for other Merchants the appropriate Self-Assessment Questionnaire is long and extremely technical. Note that for all versions of the Self-Assessment Questionnaire, Merchants will only be considered compliant if they pass (or can answer “Not Applicable”) to ALL of the questions in the Questionnaire.
Being “Compliant” means that the Merchant meets all of the requirements laid out in the Payment Card Industry Data Security Standard. The requirements for Compliance are the same for ALL Merchants, large or small. However, smaller Merchants typically avoid many of the Compliance problems that larger organizations face because their systems and networks are usually simpler.
Validation means that a Merchant can demonstrate, via standard documents and/or tests, that they are meeting the PCI DSS requirements. Different Merchant types face different Validation requirements, depending on which of four levels they are assigned to.
No, PCI is not, in itself, a law. The standard was put together by business organizations including Visa, Mastercard, and the other major card companies. Merchants that do not comply with PCI DSS are not necessarily breaking any law, but they are probably violating their Terms of Service or contract with their acquiring bank and the card associations. This means that the Merchant might be penalized or sued, or these companies might refuse to work with the Merchant. This means that the merchant would be unable to process credit or debit cards.
While not all businesses will require scans, if one is needed, a vulnerability scan is an automated, non-intrusive process that assesses the Merchant’s network and web applications from the Internet (on the external-facing IPs.) The scan will identify any vulnerabilities or gaps that may allow an unauthorized or malicious user to gain access to the network and potentially compromise cardholder data.
If your business fails to become PCI compliant(1), you could be putting your business at greater risk from the growing threat of payment card data breaches and theft, which may result in substantial penalties (such as fines from banks, regulatory agencies, and card associations), fraud and chargebacks, as well as legal costs and lost customers. If you fail to become PCI DSS compliant or to report your PCI DSS-compliant status with a third-party vendor to First Data, you may also be charged a monthly non-receipt of PCI Validation fee by your Merchant Services provider until such time as you become PCI DSS-compliant or report your PCI DSS-compliant status to First Data.
If your business experiences a data security breach, you could even lose your ability to process credit card payments. Perhaps more importantly, you risk the loss of customers. Research shows that 43% of customers who have been victims of fraud stop doing business with the merchant where the fraud occurred(2.)
1. Achieving PCI DSS compliance does not prevent a data security breach or compromise, or change the allocation of risk under your merchant agreement.
2. Javelin Strategy and research June 2009.
The First Data PCI Rapid Comply® solution is an easy-to-use online tool that can help you achieve and maintain PCI DSS compliance more quickly and easily. It offers:
Step-by-step guidance to complete the annual self-assessment questionnaire (SAQ): Our step-by-step application will direct you to the PCI SAQ that is appropriate for your business (A, B, C, C-vt, or D.) You can complete the SAQ with guided support, ensuring each question is answered accurately.
Fewer questions to answer – in some cases, 85% fewer questions: With “pre-SAQ” questions, we can pre-populate the appropriate SAQ answers – which are often the most difficult-minimizing the number of questions you have to deal with and speeding up the SAQ completion process.1
Comprehensive support that ensures your questions get answered: Have a question? With our built-in help, guides and security expertise, we can answer any PCI questions you may have – online and via chat, email, and phone.
With our PCI Rapid Comply® solution, there are no new or additional charges. The Compliance Services Fee charged to you by your Merchant Services provider includes your annual PCI self-assessment questionnaire (SAQ) and quarterly scans, if needed, which are offered in our PCI Rapid Comply® solution.
If you fail to become PCI DSS compliant or to report your PCI DSS-compliant status with a third-party vendor to First Data, you may also be charged a monthly non-receipt of PCI Validation fee by your Merchant Services provider until such time as you become PCI-DSS compliant or report your PCI DSS-compliant status to First Data.
The benefits of using the First Data® PCI Rapid Comply® solution are that it is offered by an integrated with your merchant services provider. The PCI Rapid Comply® solution includes a guided, step-by-step SAQ tool help to complete the annual questionnaire with ease, an integrated scanning tool for merchants that are required to pass quarterly scans, and comprehensive support online and via chat, email, and phone to ensure your questions get answered.
As your Merchant Services provider, we hope you will elect to use our PCI Rapid Comply solution. However, you are free to obtain PCI DSS-compliance services from third-party vendors.
If you are charged an annual compliance service fee pursuant to your merchant processing contract, the PCI Rapid Comply solution is made available to you. If you choose to utilize the services of a third-party PCI compliance services vendor, you will be separately billed by that vendor for those PCI compliance services. Fees that First Data charges appear separately as a line item on your merchant account statement.
The PCI Rapid Comply® solution is an online, automated self-assessment tool offered by First Data to guide our merchants through the PCI DSS compliance validation assessment process. It offers the support of a live help desk, provides information on potential vulnerabilities along with innovative security enhancements that may further protect our merchants’ processing environments.
Level 3 and 4 PCI merchants are not required to validate self-assessment compliance through a QSA; therefore, First Data is not required to be a QSA in order to offer this feature of the PCI Rapid Comply solution to its merchants. However, the PCI Rapid Comply solution was developed in conjunction with a QSA to make the self-assessment validation process much simpler for merchants to complete. In addition, an Approved Scanning Vendor (ASV) is used to support quarterly network scans required for merchant’s processing payments over the internet.
For PCI Level 1 and 2 merchants that require a QSA for their PCI DSS compliance validation a PCI Approved QSA can be found on the PCI SSC’s website.
Deposits, Batch, & Funding
For auto-close settings, please call the Customer Support Help Desk.
To settle the batch manually:
Step 1: Navigate to your device’s main screen
Step 2: Depending on your specific terminal model, select “Close” or “Close Batch.”
Step 3: Select “OK” via the touch screen (or press 3 for non-touch screen terminals.) The terminal will now batch out.
Step 1: Go to the homepage of your Clover device, if you aren't there already.
Step 2: Open the “Closeout” app.
Step 3: Click “Close out all devices.”
Step 4: Select “Close out” to confirm the batch out.
Step 5: Select “Close out” from the confirmation window. Note: You will need to close any other open tabs before batching out.
Your batch should be closed daily, when it is convenient for your business. Most businesses close their batch at the end of their business day.
You should see the funds in your bank account within 1 to 2 business days of batch closure. Exact timing will depend on your financial institution.
Contact your Customer Support Help Desk to update your batch close settings. A representative can help you turn on auto-close and adjust the batch close time.
If your batch has closed successfully, please allow 1-2 business days for the deposit to appear in your bank account. If you do not see funds deposited to your account within 2 business days, please contact the Customer Support Help Desk.
If you are set up for daily billing, you will see your discount rate and per-transaction fees collected when you close your batch. Any additional fees will be collected at the end of the month.
A funding hold occurs for a variety of different reasons and is a normal occurrence for many merchants. If your money has not been deposited into your account within 2 business days of batch closure, you can then call your Customer Support Help Desk for additional information.
Yes, you will be funded for offline transactions. In order to complete a transaction taken in offline mode, you will need to call your Customer Support Help Desk for an authorization code. Once the terminal is back online, you will manually enter the authorization code and your offline transactions will be funded with the rest of your batch.
Click here or the link below to find support for your Clover 3G, Wi-Fi, or Ethernet network connection issues.
If you're experiencing an “Adapter Not Found” error message, try this quick tip to fix your issue.
Power your terminal off and back on. If it's a wireless device, do this by removing the batteries and putting them back in. If you're using Wi-Fi it may just be a connection issue.
If you're experiencing an “Auto Close or Batch Close Failed” error, retry the settlement process. Click here to learn how to settle or resettle your batch.
If you received the “Card Type Not Supported” error message, try these quick tips to fix your issue:
- Retry the credit or debit card. If swiping/inserting the card fails again, try manual entry. If a manual entry fails, verify card that number is correct.
- If this is the first time you have tried this specific card type and it's not working, another form of payment should be attempted.
Note: This typically happens when your terminal isn't’ enabled to accept a specific card type or the customers card is inactive or not working.
If these tips haven't solved your issue, please call your Customer Support Help Desk and notify them that you are unable to accept that specific card type.
If you received the “Chip Read Failed” error message, try these quick tips to fix your issue:
- Retry the credit or debit card.
- Turn the terminal and Pin Pad off and then back on. (Power to the terminal should be off when Pin Pad is disconnected and re-connected to the terminal.)
- Try a different card to see if it’s just a specific card type not being accepted.
- Verify Pin Pad is properly connected to your device.
- Perform a Pin Pad update. Click here to find the steps to perform this update.
- Ensure chip reader is free of any dust or debris.
- Remember, you can accept a payment by manually keying in a card number.
If you have tried these quick tips and are still receiving this error, please call your Customer Support Help Desk.
If you received the “Host Error 50/51” error message, turn your terminal off and back on. If that does not resolve the issue, then any updates will need to be done by a support professional. Please call your Customer Support Help Desk for further assistance.
Follow the steps below to update your PIN Pad:
Step 1: Press the red “Cancel Clear / X / Cancel Annul button.”
Step 2: Press the “Orange Wrench” key in the upper right-hand corner.
Step 3: Tap “Update PIN Pad.” Now your PIN Pad will perform a complete update.
Now both your terminal and PIN Pad may reboot. Once they’re back on, the update will be complete. If you need further assistance with completing a PIN Pad update, please call your Customer Support Help Desk.
If you received the “Line Busy/Phone Line Not Connected/Waiting for Line” error message, try these quick tips to fix your issue:
- Check that the phone line is connected securely to your terminal.
- Unplug your current phone line and retry with a different one. If possible, also try a different jack.
- Make sure that the phone line is clear and not in use.
- Check your phone line for a dial tone. If you aren’t receiving a dial tone, contact your phone service provider for them to diagnose the issue.
If you have tried these quick tips and are still receiving this error, please call your service provider first then your Customer Support Help Desk.
If you received the “Out of Paper” error message, try these quick tips to fix your issue:
- Unplug the cord connecting your printer to your terminal and plug it back in.
- Check your printer for receipt paper. If you're out of paper, Click here to learn how to load printer paper.
- Remove the current roll of paper and reload it.
If you have completed these quick tips and are still receiving this error, please call your Customer Support Help Desk.
If you received the “Security Alert EPP Tampered” error message, follow the quick tips below:
Unfortunately, you will need to call your Customer Support Help Desk to have this issue resolved. In the meantime, it’s helpful to know that you can still process transactions and they will be stored in offline mode. Will I still get funded for these transactions? YES. When you speak to your customer Service Rep, he or she will manually close your batch. The funds will then be credited to your account per the usual. We apologize for the inconvenience and look forward to getting you up and running again.
If you received the “VXN Error 52/53” error message, power your terminal off and back on. Then, make sure you’re connected to the internet. If not, try using another Ethernet cable and/or moving to another port on your router, if one is available. If your internet is not working, please contact your service provider. If you have completed these quick tips and are still receiving this error, please call your Customer Support Help Desk.
If you received the “Windows CE IP Address Lease Expired” error message, try these quick tips to fix your issue:
- Power your terminal and or modem/router off and back on.
- Make sure you’re connected to the internet. If not, try using another Ethernet cable and/or moving to another port on your router, if one is available. If your internet is not working, please contact your service provider.
- Contact your internet service provider to ask if your account is still active. They may need to increase the number of IP addresses available on your router.
If you have tried these quick tips and are still receiving this error, please call your service provider first then your Customer Support Help Desk.
If you received the “Program Error Device Thread Already Running” error message, simply, turn your terminal off and back on. You may need to leave it powered off or without batteries for 1-2 minutes. If this does not resolve your issue, please call the Customer Support Help Desk.
If your Pin Pad is stuck on processing, power your terminal off and back on. If the terminal comes back on and the error occurs again, perform a PIN Pad update. Click here to learn how to perform a PIN Pad update. If you have completed these quick tips and are still receiving this error, please call your Customer Support Help Desk.
First Data Global Leasing (FDGL) is a division of First Data Corporation, a global leader in payment and commerce solutions for merchants and financial institutions. Hundreds of merchant acquirers in the U.S. and Canada refer terminal equipment leases to First Data. First Data owns the lease agreement with merchants and is the point of contact for all billing, customer service, and collections inquiries. Correspondence about your lease will come from First Data Global Leasing.
urLease is FDGL’s online portal that allows merchants to review all aspects of their lease, including payments, lease terms, terminal information, and buyout quotes. To access your account, please follow the login instructions on our website at urLease.FirstData.com. If you are having issues logging in, please call us at (877) 257-2094.
You are required to provide proof of insurance with FDGL listed as a loss payee within thirty (30) days of the start of your lease term. If you have not completed this yet, simply email a copy of your proof of insurance to FDGLProtection@FirstData.com , along with Merchant ID # and Lease # in the body of the email. Please use email subject line “PROOF OF INSURANCE.”
For your convenience, FDGL also offers an Equipment Protection Program (EPP) to satisfy the insurance requirement in your lease agreement. EPP includes the following:
- Broad Protection: FULL REPLACEMENT protection for loss due to a wide variety of perils, including: accidental damage, hail, burglary, theft, robbery, flood, water, lightning, power surge, collapse, employee theft, transit, falling objects, vandalism, wind, hurricane, tornado, fire, and smoke.
- Hassle-Free Claims Process: Once you provide a statement about the loss to FDGL, no deductible is required, and you will receive your replacement equipment within one to two business days of the claim being received.
To enroll in EPP, obtain pricing, or file a claim, simply log in to your account online at urLease.FirstData.com, or contact us at (877) 257- 2094 or FDGL@FirstData.com. Please reference your Merchant ID # and Lease # in the body of the email and use email subject line “EPP.”
Lease agreements cannot be cancelled. At any time during the term of your lease (before maturity of the initial term), you may log in to urLease.FirstData.com, or contact us at (877) 257-2094 or FDGL@FirstData.com for a quote to buy out the remainder of your term. Please reference your Merchant ID # and Lease # in the body of the email and use email subject line “BUYOUT QUOTE.” Depending on your preference, we can issue a buyout quote to either return the equipment or keep the equipment.
Please use UPS, FedEx, or USPS/Canada Post, and ship your equipment to:
First Data Hardware Services
1169 Canton Road
Marietta, GA 30066
First Data Hardware Services
205 Export Boulevard
Mississauga, ON L5S 1Y4
Please include your Merchant ID # and Lease # inside and outside the shipping box, and email the tracking information to FDGL@FirstData.com, referencing your Merchant ID # and Lease # in the email.
You will not receive a paper invoice/statement. Payments are made via electronic debit, and the payment will be reflected as "FDGL Lease Pymt" on your bank account statement.
The date that FDGL will debit your bank account for lease payments is dependent on the date of the month that your lease was activated in our system. To determine this date, please refer to the welcome letter you received at the beginning of your lease term, or log in to your account at urLease.FirstData.com.
You do have the ability to change your billing cycle. To do so, please send your detailed request to FDGL@FirstData.com, along with your Merchant ID # and Lease # in the body of the email. Please use email subject line “BILLING DATE CHANGE.” You will typically receive a response within one to two business days.
For a complete disclosure of the terms and conditions of your equipment lease, please refer to the welcome letter you received at the beginning of your lease term, or log in to urLease.FirstData.com.
Interim rent is the per diem charge assessed for the period between the delivery date and your initial payment date (partial monthly payment). It is possible that interim rent will not be charged until your second payment, depending on when your lease agreement began. To find out if you have an interim rent charge, please log in to urLease.FirstData.com.
For example: If your equipment delivery date was the 20th of the month and your due date is the 1st of the next month, your first payment would include 10 days of interim rent plus your first month's rental payment (rentals are billed in advance). In this example, if your monthly payment is $40, your first payment would be $13.33 (10 days) + $40 (first month's rent) = $53.33 plus tax.
In accordance with your equipment lease agreement, FDGL assesses a handling fee to process any taxes that are required by your state and local government for the use of your leased equipment. A letter will be sent 30 days in advance of this annual charge to indicate the amount that will be assessed and charged on your next billing date. The charge will be included in the total amount debited from your checking account.
Under the terms of the lease agreement, the lessee agrees to reimburse FDGL for any such taxes paid on the leased equipment and for the costs incurred in processing.
If you are a tax exempt customer, please send in your certificate to FDGL@FirstData.com , along with your Merchant ID # and Lease # in the body of the email. Please use email subject line “TAX EXEMPTION CERTIFICATE.” You will typically receive a response within one to two business days.
FDGL makes no representations or warranties that your equipment will be compatible with another processing company. If you have already changed processors, please contact that processor directly and inquire about the compatibility of your current equipment.
To notify FDGL of a change in bank accounts, please email a voided check or bank letter to FDGL@FirstData.com and reference your Merchant ID # and Lease # in the body of the email. Please use email subject line “BANK ACCOUNT CHANGE.” Please note: Starter checks are not permitted, and the name on the check must be the same as the business name on file.
It is possible to transfer or assign the lease to a new owner, depending on the circumstances. Please email your request for transfer and assumption paperwork to FDGL@FirstData.com and reference your Merchant ID # and Lease # in the body of the email. Please use email subject line “LEASE TRANSFER & ASSIGNMENT.” You will typically receive a response within one to two business days.
Please note: When the transfer occurs, the original owner will not be removed from the lease account until maturity. This is because FDGL does not conduct a credit review of the new business owner to avoid complications with the sale of the business. A service fee of $150 will be charged once the transfer takes place. The transfer process may take up to 30 days.
To obtain a copy of your lease agreement, please contact us at (877) 257-2094.
Leasing allows merchants the flexibility to upgrade their equipment at any time. Please contact your merchant processing company to find out more about upgrading your equipment.
To obtain a Letter of Satisfaction, please email your request to FDGL@FirstData.com and reference your Merchant ID # and Lease # in the body of the email. Please use email subject line “LETTER OF SATISFACTION.”
At the end of the lease term, you have the following options:
- Purchase the equipment: When the lease matures, you may log in to urLease.FirstData.com, or contact us at (877) 257-2094 or FDGL@FirstData.com for a quote to purchase your processing equipment (see “I’d like to cancel my lease. What are my options” above).
- Return the equipment: Please use UPS, FedEx, or USPS/Canada Post, and ship your equipment to:
First Data Hardware Services
1169 Canton Road
Marietta, GA 30066Canadian Merchants:
First Data Hardware Services
205 Export Boulevard
Mississauga, ON L5S 1Y4
Please include your Lease # and Merchant ID # number inside and outside the shipping box, and email the tracking information to FDGL@FirstData.com, referencing your Merchant ID # and Lease # in the email.
- Rent month to month: If you do not choose one of the two above options, your lease term will be extended on a month-to-month basis. Please refer to your lease agreement for further details.