The sign-on of one of my users has been locked out, how do I unlock them?
Your company Administrator can unlock the user sign-on. Under the "Admin" tab your Administrator will need to list the users on the system, locate the specific user, and click "Unlock".
How many times can I try my login before I get locked out?
Typically, 5 times, but this may vary depending on your company's settings.
I forgot my password, can I have it reset?
Yes, your administrator can reset this for you or if you have supplied an email address, you can use the password auto-recover feature to reset your password.
I'm not able to see the same options as someone else when I login! What do I do?
Being able to access the different areas is a role that is assigned by the administrator of your user account. Contact your Administrator for changes.
Will both the front and back of checks be scanned by default?
As long the scanner has front and back capability that will be the default.
When I click on "Scan Check", it asks me to "Choose a device" even though I've already selected one before. Why does it ask again?
This option is recorded as a "cookie" on your machine. This cookie tells what device you have selected. If you delete your cookies often or have them disabled, the system is unable to retain this option for future reference. As a result you will be asked each time the "Scan Check" page is loaded.
In the scan check process can the option to select "Mailed In/Dropped Off" be a default?
Not on the first item, but once selected, it will remain selected until the page is refreshed or reloaded
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Are there any controls to prevent duplicates or depositing checks that have been scanned?
Yes there are. The first is the check number field. This identifier must be unique with any given account number/routing number combination. There is also a user-entered "Transaction Number" field that must also be unique.
How long is a scanned check image available?
An image is available online for a minimum of 120 days. After 120 days the user will be able to request the image from archive through the online system.
When scanning a check why are there two different name fields on the left above the check and again on the right?
This is because the name on an account and the bank account on which the payment check is drawn can differ. A good example is a parent who pays for their child’s rent while the child is in college. The customer information would be under the child’s name, but the name on the check would be that of the parent, which can be entered in the box above the scanned check.
Can I edit the amount of a transaction once it has been entered?
If the transaction has been processed, a user with the appropriate permissions can view the transaction and edit the amount. Changes can be made on the payment screen before the “Process Payment” button has been clicked.
How do I see today's return items?
For ACH items there are several ways. For a quick look, select the "Home" tab to view a brief history of your account. There is a "Returned NSF" status and "Invalid/Closed Account" status that you can click for a report. You can also select the "Report" Tab to run various reports including a report that shows items that returned today. The reporting configurations are extensive and you can set the criteria to generate the report you are looking for. IRD returns would be handled through your normal paper check return process.
What is the difference between "Mailed In/Dropped Off", "Point of Purchase Sale", and "NSF Paper Check"?
"Mailed In/Dropped Off" is for checks that have literally been mailed in or dropped off. This processes using a banking code of ARC which stands for Accounts Receivable Check. "Point of Purchase Sale" means a purchase at the counter and uses the banking code of POP. "NSF Paper Check" is used for the electronic collection of a paper item that has been processed by a bank, but has returned for NSF reasons. This uses the banking code of RCK for Returned Check.
How do I refund a transaction?
Permission to refund an item is an option that is assigned by your Administrator. Additionally, it may not be available to you if your company does not have the ability to issue refunds electronically.
How do I cancel a transaction before it goes out?
As long as the transaction has not yet been processed, a user with the appropriate permissions can select the "void this transaction" option that appears on the right of the screen when viewing the transaction.
My customer just called and stated that the transaction did not post. What happened?
Depending on how the customer’s bank posts ACH files a customer Often does not immediately see the pending item. It may not post to the customer until after the bank’s evening processing of the effective date. On holidays, posting can vary by how their institution observes the holiday. This does not mean that the item was not processed on the date indicated. NOTE: When contacting the financial institution be prepared to provide them with the account number, amount, type (POP, RCK, TEL, etc.), and the effective date of the transaction.
How many times will an NSF item be represented?
This varies from customer to customer, but typically we do not represent returned items unless requested. The most any item can be represented is two times.
How can I change my bank account?
Contact Customer Service to change your account settings. This will require authorization by the person who signed your company’s processing application.
How do I find out the cost of one of my services?
Your Sales Agent can provide all pricing details for you.
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