Please take a moment to look through our list
of frequently asked questions below. If you cannot find an
answer to your question or need additional support feel free
to contact the CellCharge customer support center
toll-free at 1-866-750-0271.
| Frequently Asked
Questions |
|
Why
was this credit card declined?I
forgot my PIN.How
do I change personal account information (i.e. new
address/telephone number, change in monthly volume or ticket
size, etc.)?I
think my account has been accessed by someone else.What
is the CVV2 code? Where can I find it?How
can I increase my approved monthly charge limit?What
is a chargeback?What
is a retrieval request?I
filled out an application. How do I know if I'm
approved?What
if someone pays me with a stolen credit card?Can
I charge my own credit card (cash advance)?How
can I be sure a transaction went through?How
do I review transactions, batches, and processing?Do
I get a monthly statement?
Why was this credit card
declined?
There are two types of credit card declines:
card declines and merchant declines. If a card is rejected
(i.e. your customer does not have sufficient funds on the
card), CellCharge will notify you over the automated system as
you enter the card information. Do not accept the payment if a
card is declined. The second type of decline is a merchant
decline. In this instance, you have either exceeded the
monthly limit of charges for which you were approved, or are
charging a large amount uncharacteristic of your account.
Also, if the same credit card is repetitively charged to your
account, you might receive a merchant decline. CellCharge
provides these services to you in order to prevent fraudulent
abuse and protect your account. If you need to resolve a
merchant decline, please contact our customer service staff
for assistance at 1-866-750-0271.
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I forgot my PIN.
Call 1-866-750-0269 and enter
your social security number or your the tax ID number you used
on your application. After you enter one of these forms of
identification the system will give you your PIN number.
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How do I change personal account information (i.e. new
address/telephone number, change in monthly volume or ticket
size, etc.)?
Either fax or mail a notification of the
changes to our Risk Management department:
Cell Charge
Processing LLC
Risk Management Dept.
2657 Windmill Pkwy,
Ste. #344
Henderson, NV 89074
Fax:
1-866-209-4446
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I think my account has been accessed by someone
else.
Using the cell phone or business phone from which
you most frequently make credit card charges, please call our
Risk Management department at 1-866-209-4442. A representative
will verify some account information, and then issue a new pin
number.
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What is the CVV2 code? Where can I find it?
The
CVV2 code is a security code placed on each major credit card
in order to prevent fraudulent telephone or internet
purchases. The CVV2 code must match the card number, insuring
the card was present at the time of sale, or VISA/Mastercard
will not complete the transaction. It is usually a 3 or 4
digit number, located on the back of VISA and Mastercards in
the signature strip (sometimes following the account number)
or on the front of American Express cards near the account
number. You cannot accept a credit card payment without a CVV2
number. Use of an invalid CVV2 code will result in a declined
transaction.
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How can I increase my approved monthly charge
limit?
When you apply to CellCharge, you are given an
approved monthly charge limit according to your past credit
report. The CellCharge automated system will not allow you to
accept credit card payments beyond that amount (you will be
told any further transactions are declined). As with most
major credit cards, this amount can increase with time and
responsible use of your CellCharge account. If you believe you
have extenuating circumstances and need a monthly charge limit
increase, please contact our Risk Management department at
1-866-209-4442.
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What is a chargeback?
If a client of yours is
dissatisfied with your product/service and you refuse to give
a refund, or if your client is required to pay for a
product/service before actually receiving it, he or she can
demand a refund from their card-issuing bank (called a
"chargeback"). The bank returns the money, and then charges
CellCharge for the original amount, plus a substantial fee. If
one of your customers issues a chargeback due to
dissatisfaction with your service, and CellCharge is forced to
cover the bill, your account will be charged the original
amount in addition to a $35.00 fee for our processing time.
Chargebacks may jeopardize your account.
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What is a retrieval request?
If your clients
receive their monthly credit card statement and do not
recognize a purchase, they can make a retrieval request for a
copy of the signed credit card slip. Visa or Mastercard will
then contact CellCharge, and we will contact you for a clear,
legible copy of the sales receipt. If you are unable to
provide such information, the account is subject to a
chargeback.
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I filled out an application. How do I know if I'm
approved?
Call 1-866-750-0269 and enter your Social
Security number or Federal Tax ID to find out if your
application has been approved. If your application has been
approved you will receive your PIN number.
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What if someone pays me with a stolen credit
card?
A CellCharge account that accepts a stolen credit
card is treated in the same manner as a merchant with a credit
card terminal who accepts a stolen credit card (the CVV2 code
puts the two merchants on the same level). As soon as a credit
card is reported stolen, the authorization system will not
accept payment from that credit card. However, some charges go
through before the credit card is reported as stolen. Both
card terminal merchants and CellCharge merchants occasionally
lose payment in these circumstances, but often are able to
receive payment from the credit card agencies if all
precautions were taken during the transaction.
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Can I charge my own credit card (cash
advance)?
NO!! This is a violation of Visa/MasterCard
merchant regulations. Any merchant running their own credit
card will be disconnected from the CellCharge system.
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How can I be sure a transaction went
through?
Watch your checking account regularly and
balance incoming payments with your customer receipts and
online CellCharge statements. If you have a specific reason to
suspect a payment did not go through (i.e. you were
disconnected before the automated system told you the credit
card was accepted), please call our customer service center at
1-866-750-0271. One of our representatives will be able to
access the system and verify whether or not the transaction
was successfully completed.
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How do I review transactions, batches, and
processing?
To review transactions, batches, and
processing please call customer service at
1-866-750-0271.
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Do I get a monthly statement?
No.
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