Frequently Asked Questions

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Support FAQs

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Using Your Terminal

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. 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 ext. 9409 or email us at support@merchantserviceshq.com
I received a “declined” message on my terminal when running my customer’s card, how do I fix this?
“Declined” is a valid response from the card holder’s issuing bank. You will need to request a different form of payment.
How do I change the language on my terminal?
Press F4 until the desired language is selected (English/Spanish).
My terminal is no longer working. What troubleshooting steps should I take?
Try power-cycling the terminal by unplugging the power cord and leaving it unplugged for 30 seconds. If the power cycle fails, contact Customer Support at 855-379- 9011 ext. 9404.
I received a message on my terminal that said “Call Center,” what does that mean?
The card issuing bank is requesting that the card be authorized over the phone. Please call 800-944-1111 to obtain a voice authorization before running the sale.
My receipts are printing blank, what does this mean?
It is possible that the paper is loaded upside down or that the paper in the terminal is not thermal paper.
What do I do if I am unable to settle the transactions in the terminal?
Contact our Technical Support department at 888-848- 6825 ext. 9404.
What do I do if a transaction will not go through and I have swiped the card multiple times?
Contact our Customer Care Team immediately so that we can ensure that your customer will not be charged more than once. Call 888-848- 6825 ext. 9404.
How do I accept American Express transactions?
All merchants are set up to accept American Express. If you are experiencing issues processing an American Express card, please call our Customer Care team at 888-848- 6825 ext. 9400.
How do I get set up with Gift Cards on Demand?
Please contact us to send you an application and answer any questions you might have. Contact our Customer Care team at 888-848- 6825 ext. 9428 or email us at support@merchantserviceshq.com
How do I get set up to process checks?
Please contact us to send you an application and answer any questions you might have. Contact our Customer Care team at 888-848- 6825 ext. 9428 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?
Our Support team would be happy to transfer the account to the new owner’s name. If you sell your business, please contact Customer Care to begin the process. 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 ext. 9400 or email us at support@merchantserviceshq.com

Banking & Payments

When will I be charged for processing every month?
Total Merchant Services debits your bank account for the previous months’ processing fees between the 1 st and the 4 th 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 ext. 9400 or email us at support@merchantserviceshq.com
How do I change the bank account associated with my merchant account?
Contact customer support at 888-848- 6825 ext. 9414 or download a bank account change form from www.merchantforms.com. The owner of the account has to complete and sign the form before emailing it to our Customer Care Team at support@merchantserviceshq.com
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 at support@merchantserviceshq.com
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 call our Support team at 888-848- 6825 ext. 9400 or email us at support@merchantserviceshq.com
When will I receive my funds?
Funds are deposited 2 business days from when the batch is settled.
What credit cards can I accept?
Visa, MasterCard, Discover and American Express.
What are the fees incurred when processing a credit card?
Fees are outlined in the merchant processing agreement. Fees vary by card type, entry method and other factors.
When will my account be debited for monthly processing and service fees?
The bank account provided will be debited between the 1st and 3rd of every month for the previous month of processing.
How do I start processing with Total Merchant Services?
Call us at (888) 253-1463, or complete our online form.

Statements & Reporting

How can I view my statement?
All monthly statements can be viewed in the Groovv Transactions portal (newer merchants) or the GoToMyStatements portal (longtime merchants). All new monthly statements will be available on the 1st of every month. If have trouble accessing the portals, please contact Customer Care team at 888-848- 6825 ext. 9400.
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 ext. 9400 or email us at support@merchantserviceshq.com with your question.
Am I able to access my transactions and batches online?
You may be set up to access transactions, batches, statements, deposits and chargebacks through Groovv Transactions. If you don’t already have access, contact us so we can set you up with login information. Contact Customer Care at 888-848- 6825 ext. 9400 or email us at support@merchantserviceshq.com

EMV & PCI Security

What is PCI Compliance?
The Payment Card Industry Data Security Standard (PCI DSS) is a set of requirements designed to ensure that any company that processes, stores, or transmits credit card information maintains a secure environment that protects cardholder data. The standards were developed by the PCI Security Standards Council (PCI SSC), which consists of MasterCard, Visa, Discover, American Express and the Japanese Credit Bureau. For more information regarding this subject please visit our website compliancefacts.com.
What is an EMV/Chip Card?
EMV cards (AKA chip cards) have a computer chip that securely stores the credit card data that resides on the magnetic strip. This makes it nearly impossible for a criminal to create a counterfeit EMV card.
Why Should I Accept EMV/Chip Cards?
Most credit card companies mandated that merchants accept EMV chip cards as of November 2015. Merchants who do not accept the EMV chip card component when a customer presents it for payment may be subject to liability for counterfeit credit card fraud.
Can I accept an EMV/Chip Card payment?
Currently, new terminals provided by Total Merchant Services (VX 520, iCT220, iWL255 and Groovv Terminal One) have the EMV technology built in. Merchants should upgrade any older payment processing devices as soon as possible.
Why are EMV cards more secure than traditional cards?
EMV cards have a computer chip on them that securely stores the credit card data that resides on the magnetic strip. This makes it nearly impossible for a criminal to create a counterfeit EMV chip card.
Is inserting the credit card the only option to process a payment?
The strip can only be used if there is an error when attempting to read the chip. The terminal will advise when the strip should be used as a backup. Keying in the card is still available when the card is not present.
Will my customer still have to sign or enter a PIN for credit card transactions?
EMV transactions will still require a signature or a PIN, with the exception of approved QSR or card-not- present situations.

Accepting NFC Payments

What is NFC?
Near Field Communication (NFC) is a form of wireless communication that allows the flow of information between two devices. This technology is used to allow for contactless payment options for those customers who own phones, watches, or other NFC-enabled devices.
What is Apple Pay?
Apple Pay is a mobile payment service that lets Apple devices make payments at checkout.
Can I accept Apple Pay and other contactless payments?
New terminals provided by Total Merchant Services (VX 520, iCT220, iWL255 and Groovv Terminal One) are NFC-enabled as well as being EMV compliant. Older terminals and payment devices may need to be upgraded.
Are there additional fees to accept Apple Pay and other contactless payment options right away?
The ability to accept Apple Pay and other contactless payment does not require an additional fee. As with all credit card transactions, the rates per transaction may vary by individual card and processing options.
How do I let my customers know they can pay with Apple Pay or other contactless payment options?
Apple Pay stickers are available to display alongside your existing card acceptance stickers. The terminal will also display a “Tap” prompt on the terminal and/or any customer-facing PIN pads during the transaction.
Will my customers need to sign receipts when using Apple Pay or other contactless payment options?
Apple Pay and other contactless payment transactions will still require a signature, with the exception of approved QSR situations.
How do I process returns with Apple Pay or other contactless payment options?
A card-present return would be processed just like any other return transaction. The customer would tap their NFC-enabled device when prompted to do so by the terminal.

Still need help? Contact our Customer Care team at

888-848-6825 ext. 9400 or email us at support@merchantserviceshq.com

Hear It from Our Customers

“Thanks, you and all your staff are very kind and professional! Your Customer Service is

outstanding great!!!!! Once again thanks to all of you!”

– Luis