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Revision as of 17:11, 16 May 2018

Cloud9 Payment Gateway Documentation. This site can also be reached at http://docs.cloud9paymentgateway.com

Processor Tech Support Contact Info

USA & Canada

American Express

Phone: Please have your dealer call American Express Web IP Helpdesk @ 800-297-5555.

Bank Of America

Not a stand-alone processor, but sets up a lot of "shell" accounts with processors. Sometimes it is useful to conference them in for debugging.

Phone: 800.228.5882

Datawire

For Datawire errors ONLY: call Datawire Advanced Product Support @ 1-800-704-4202 ext 3. If they ask, you are using server vx1.datawire.net (can be found in ccv_link.ini). Note: this number is not for CreditLine support, merchant account support only.

Concord

Web Site: http://www.concordefs.com and http://fdms.com

Phone: for IP accounts call EFS Net (Virtual Cyber Systems) @ 1-877-399-4545 option 8 (call after 10am EST)

for dial-up accounts call 1-800-347-8224

Note: these numbers are not for CreditLine support, merchant account support only.

Elavon/Nova

Web Site: https://www.novainfo.com

Phone: Merchant Services @ 800-725-1243

Note: this number is not for CreditLine support, merchant account support only.

Global

Phone: 800-692-5559

Web Site: http://www.globalpaymentsinc.com

For Datawire errors ONLY: call Datawire Advanced Product Support @ 1-800-704-4202 ext 3. If they ask, you are using server vx1.datawire.net (can be found in ccv_link.ini)

Note: this number is not for CreditLine support, merchant account support only.

Heartland Payment Systems (HPS)

Web Site: http://www.heartlandpaymentsystems.com/
Phone: 888-963-3600, 877-729-2968

First Data Corp-FDC-FDMS North-CES

Web Site: http://fdms.com/

Make sure the merchant account is flagged for CreditLine (not "Generic Software") in Equipment Information.

For DID (Datawire ID) errors ONLY call Datawire Advanced Product Support @ 1-800-704-4202 ext 3. If they ask, you are using server vx1.datawire.net (can be found in ccv_link.ini)

Other errors/questions call customer support at 800-346-3315 (generic switch desk), 800-959-0226(Bank Of America), 800-622-0842(Wells Fargo) or 877-273-8191 DO NOT press any keys or enter the MID - wait (2-3 min) until you get a live person (you can also try option 3 and 0) or you will be routed to someone with no knowledge about the system. Tell them you are calling from the technical support for the software company 911 Software CreditLine and need to debug a new account that has a problem. Describe the issue and ask to be transfered to the Technical Help Desk for software "NOT HARDWARE TERMINAL" support (be prepared to be transfered a few times). If they say that they don't have enough info on their system to help you, insist strongly that you be transfered to someone who does. Make sure to mention that you need your account setup through Datawire as terminal capture (some do not understand what this means, so you have to insist that they check) for 911 Software. If they cannot help you, try 954-851-7792

You can also try FDC Merchant Customer Support: (800) 762-6663

Note: these numbers are not for CreditLine support, merchant account support only.

First Data Corp-Omaha

Phone: 888-618-4377

First Data Corp-FDC-FDMS South-NaBANCO

Web Site: http://fdms.com/

Phone: 1-800-326-7985 - Ask for computer support.

Note: this number is not for CreditLine support, merchant account support only.

First Data Corp-FDC-All Other Plarforms

Web Site: http://fdms.com/

Please call First Data Customer Support @ 877-273-8191 and ask for the Relationship Manager, tell them you represent the software company. You can also try (800) 762-6663.

Note: these numbers are not for CreditLine support, merchant account support only.

Fifth Third Bank

Web Site: http://www.53.com

Phone: Call St Pete Platform Merchant Support @ 1-877-744-5300 opt 2, opt 3

or call Commercial Banking Merchant Services @ 1-800-375-1744 option 1, option 2, option 2, option 3. Ask for PC Support

Note: these numbers are not for CreditLine support, merchant account support only.

Lynk

Web Site: http://www.lynk-systems.com/

Phone: Call PC Support @ 800.200.5965. If you use Lynk SSL IP network, let them know, first.

Note: this number is not for CreditLine support, merchant account support only.

Moneris

Moneris Help Desk: 1 866 319 7450

Paymentech

Web Site: https://www.chasepaymentech.com/

Advanced Product Support (PC Support) : 1-800-934-7717. Don't forget to ask for Advanced Product Support.

If you are setup through Sterling, you have to call Sterling PC Support: 1-800-383-0561 - ask for Advanced Product Support or PC Support

Note: this number is not for CreditLine support, merchant account support only.

SAGE Payment Solutions

Web Site: http://www.sagepayments.com/

Advanced Product Support (PC Support) : (800) 261-0240

Note: this number is not for CreditLine support, merchant account support only.

TSYS - VITAL - VISANET

→ Did you follow TSYS Setup Guidelines?

Web Site: www.tsysacquiring.com/

Phone: Call PC Support @ 800-847-2772 Note: this number is not for CreditLine support, merchant account support only.

4Cs Caribbean

Web Site: http://www.4csonline.com/

Phone: (869) 465 3700

Note: these numbers are not for CreditLine support, merchant account support only.

Australia

MasterCard Internet Gateway Service - MIGS Australia

Bryan Feng at [email protected], tel +61-2-9466-3747 or mobile 61 418 166 631

Australian MIGS Banks

→ If you are having trouble with the representatives of your bank not knowing about MIGS, please contact #MasterCard Internet Gateway Service - MIGS Australia and have them help you with setting up an account at the bank of your choice

→ Make sure to inform your merchant account representatives to setup your accounts as "Auth & Capture", that is terminal capture mode, not host capture.

ANZ - eGate EFTPOS

Michael Funnell, phone 1800 039 025; http://anz.com/aus/bus/merchant/multiPOS/ANZ_egate.asp

Bendigo Bank - Website Payment Gateway 

http://www.bendigobank.com.au/public/business/merchant/non_face_to_face/non_face_to_face_trading.asp

CommonwealthBank (CBA) - ComWeb 

Ben Shaw at [email protected] or +61-2-9312-7408; CBA Direct Sales @ 1800 730 554; http://business.commbank.com.au/business_display/0,1928,CH2617,00.html

NAB 

http://nab.com.au

Suncorp - Suncorp payment gateway 

Aaron Alner, tel (07) 3836 1408 or mobile 0412 456 395

Westpac 

http://www.westpac.com.au

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From the makers of Cloud9 Payment Processing Gateway and Creditline Credit Card Processing Software