Support FAQ’s

How do I use my credit card terminal?

We have knowledgeable representatives that are available during regular business hours that will call you and walk you through a complete how-to training session after you have received your terminal.  We make three attempts to do so.  If you have not received a call to schedule this appointment you may contact our Customer Care Team to schedule a date and time that best fits your schedule. Contact our Customer Care team at 888-848-6825 option 2 and 1 or email us at support@merchantserviceshq.com

When will I be charged for processing every month?

Total Merchant Services debits your bank account for the previous months’ processing fees between the 1st and the 4th of every month.

Do I have to pay my monthly fees at one time?

No, we can set your account up to pull a percentage of the fees out of every transaction settlement that you process. Contact our Customer Care team at 888-848-6825 option 2 and 1 or email us at support@merchantserviceshq.com

How do I read my monthly statements?

We have knowledgeable representatives that will answer any questions you may have about your billing. Contact our Customer Care team at 888-848-6825 option 2 and 1 or email us at support@merchantserviceshq.com with your question

How do I change my bank account information?

Visit www.merchantforms.com to download a bank account change form.  The owner of the account has to complete and sign the form before sending it to our Customer Care Team.

How do I change my account information, such as, my address and phone number?

Visit www.merchantforms.com to download an account information change form.  The owner of the account has to complete and sign the form before sending it to our Customer Care Team.

How long does it take to receive my money in my account from my credit card transactions?

It generally takes two business days from the day that you settle your transactions for the funds to be deposited into your bank account. Bank Holidays may lengthen funding of your transactions.

If i am not processing part of the year because my business is seasonal, do I still pay my monthly service charges when I am not processing?

We have several options for our qualifying seasonal merchants.  To get more information regarding seasonal accounts please email us at support@merchantserviceshq.com

How do I start processing with Total Merchant Services?

What can I do if I am unable to log into gotomystatements.com to view my statements?

You may contact one of our Customer Care Representatives and we will be able to confirm your username and reset your password if necessary. Contact our Customer Care team at 888-848-6825 option 2 and 1 or email us at support@merchantserviceshq.com

What do I do if a transaction will not go through and I have swiped the card multiple times?

Call our Customer Care Team immediately so that we can ensure that your customer will not be charged more than once. Contact our Customer Care team at 888-848-6825 option 2 and 1

How do I get set up to accept American Express transactions?

The quickest way to be set up with American Express is to call American Express at 800-528-5200  and start a new account with them.  When you have done so, contact our Customer Care Team with your 10 digit service establish number.  We will add that number to your merchant account right away.  Contact our Customer Care team at 888-848-6825 option 2 and 1 or email us at support@merchantserviceshq.com

How do I get set up with Gift Cards on Demand?

You may contact our Customer Care Team to send you an application and answer any questions you might have.   Contact our Customer Care team at 888-848-6825 option 2 and 1 or email us at support@merchantserviceshq.com

How do I get set up to process checks?

You may contact our Customer Care Team to send you an application and answer any questions you might have. Contact our Customer Care team at 888-848-6825 option 2 and 1 or email us at support@merchantserviceshq.com

What is PCI Compliance?

Payment Card Industry (PCI) Data Security Standards (PCI DSS) is a comprehensive set of internal security requirements protecting cardholder data. These security standards were designed by the PCI Security Standards Council (PCI SSC). This council consists of the five major credit cards: MasterCard, Visa, Discover American Express and the Japanese Credit Bureau.  For more information regarding this subject please visit our website compliancefacts.com.

Am I able to access my transactions and batches online?

If you are enrolled in our Merchant Advantage Program or our Online Advantage Program, you may be set up to access transactions, batches, statements, deposits, and chargebacks through globalpay.com.  Contact our Customer Care Team so that we can start the process of providing you with a login. Contact our Customer Care team at 888-848-6825 option 2 and 1 or email us at support@merchantserviceshq.com

I just sold my business to a new owner. Can the new owner use my account to process credit card transactions?

The merchant account that you opened can only be used by you.  If you sell your business, you must contact our Customer Care Team to begin the process of closing your account and opening a new account for the new owner of the business. This will require the new owner to fill out an application to establish an account under his/her name. Contact our Customer Care team at 888-848-6825 option 2 and 1 or email us at support@merchantserviceshq.com

Who do I contact if my terminal is not working?

Contact our Technical Support department at 888-848-6825 option 1 and 1 or email us at terminalhelpdesk@merchantserviceshq.com