Frequently Asked Questions

If our FAQ doesn’t help you, please email us. We’re happy to help.

Features

  1. Which features are available on which types of devices?
  2. Can I do refunds? What about credits and voids?
  3. Can I send email receipts?
  4. Can I charge credit cards while I’m on a call?
  5. How long does each transaction take?
  6. Can I use more than one merchant account with the same app?
  7. Can I collect signatures on my iPhone? Do I need to collect signatures?
  8. Can I manage recurring payments?
  9. How does Credit Card Terminal secure transactions?
  10. Can I import my transactions into QuickBooks?

Merchant Services

  1. What is a Merchant Account / Payment Gateway?
  2. What does it cost to use Credit Card Terminal?
  3. Can I use my own pre-existing Merchant Account?
  4. Can I use my PayPal account?
  5. Can my seasonal business avoid monthly fees during the off-season?
  6. Can I process cards if I’m outside the USA?
  7. How soon will funds be deposited into my bank account?
  8. What is a chargeback?
  9. How do I get Visa/MasterCard stickers and signage, etc.?
  10. What are “Credit Card Assessment Fees”?
  11. What is a “settled” transaction? When are transactions settled?

Hardware

  1. Can I use my account with more than one device?
  2. Do I need any special hardware?
  3. Can I use a magnetic card reader for “swiped” transactions?

Troubleshooting

  1. Why isn’t my headphone-jack card reader working on iOS 7?
  2. Why do partial refunds sometimes fail?
  3. Why do my transactions fail with “Ship To Address is required”, etc?

Features

Which features are available on which types of devices?

On iOS, Android, Windows 8, and Windows Phone 8, all our features are available right in the app. On the Mac, you can choose Transaction History from the menu to access the Inner Fence web site which provides those features that are not available directly through the native interface.

Can I do refunds? What about credits and voids?

Yes, you can perform refunds from your Transaction History on the Inner Fence web site, or from your iPhone, iPad, or Android app. Our refund operation will take care of performing the correct backend operation, whether that might technically be a credit or a void.

Can I send email receipts?

Yes. Receipts are emailed automatically when you enter the email address as part of the transaction. You can also send the receipt from the Transaction History view.

Can I charge credit cards while I’m on a call?

Always yes if you’re on Wi-Fi. If not, it can depend on both your carrier and your connection; the key is “simultaneous voice and data”. High quality AT&T connections support this (labeled 3G or 4G), but the older Edge and GPRS networks do not. Verizon and Sprint do not support simultaneous voice/data on the iPhone but do for some Android phones.

How long does each transaction take?

It depends on the speed and strength of your data connection. Typical times are less than a second on Wi-Fi, 2–3 seconds on a good cell network, or up to 10–15 seconds on a slow rural cell network or if you’re in a poor location for cell reception.

Can I use more than one merchant account with the same app?

No. Credit Card Terminal can only be configured for a single merchant account.

Can I collect signatures on my iPhone? Do I need to collect signatures?

Yes, in our touch-based apps you can collect signatures. Customers may sign with their fingers, or you might consider purchasing a capacitive touch screen stylus like the Pogo Stylus.

Signatures are not usually required by your merchant agreement, but they can be useful in the case you need to fight a chargeback. We recommend collecting signatures for transactions over $50.

Can I manage recurring payments?

No, Credit Card Terminal does not support recurring payments.

How does Credit Card Terminal secure transactions?

Credit Card Terminal transmits credit card information directly to the payment gateway you’ve configured. Sensitive credit card information is not communicated to our servers.

All transactions are protected with SSL encryption. Credit Card Terminal does not store credit card numbers after the transmission is complete.

On iOS and OS X, your gateway’s login information is stored using the Apple Keychain, which provides encryption and application isolation. We strongly recommend that you secure your iPhone by using a passcode to prevent unauthorized access to your device.

Can I import my transactions into QuickBooks?

If you’re using Stripe (our default plan after January 3rd, 2014), you can use Stripe’s QuickBooks support.

If you’re using Authorize.Net (our default plan prior to January 3rd, 2014), you can use Authorize.Net’s QuickBooks support.

If you have an existing merchant account, you will need to check with your provider.

Merchant Services

What is a Merchant Account / Payment Gateway?

A merchant account is an arrangement that allows your business to accept credit and debit cards, so that proceeds and fees can be deposited or debited from your bank account.

A payment gateway is a service that allows you to use your merchant account to process credit card transactions via the Internet.

To use Credit Card Terminal, you need a Payment Gateway account, which is going to have some kind of Merchant Account associated with it. For the most part, when we say “Merchant Account” we mean both parts combined.

If you sign up for our default plan, you’ll automatically get a Stripe account, whose cost is already reflected in our pricing.

What does it cost to use Credit Card Terminal?

Refer to our detailed pricing information. We offer two basic types of plans. “New Merchant” plans include a merchant account. “Existing Merchant” plans require you to use an existing merchant account from one of our supported providers.

Can I use my own pre-existing Merchant Account?

Yes, with our Existing Merchant pricing plans you can use your existing merchant account, provided it is on one of our supported providers:

Can I use my PayPal account?

Yes, but you must have PayPal Payments Pro (formerly called PayPal Website Payments Pro). You’ll need to choose one of our “existing merchant account” plans when you Sign Up.

We do not recommend using PayPal Payments Pro unless you are already a happy customer of that service. We have not found that PayPal provides an adequate level of customer support if you have a problem.

To use Credit Card Terminal with PayPal Payments Pro, you’ll need to get the API Username, API Password, and API Signature for your PayPal account.

Can my seasonal business avoid monthly fees during the off-season?

We’re happy to accommodate Credit Card Terminal customers with seasonal businesses. Just give us a call at 1-888-922-8277.

Can I process cards if I’m outside the USA?

In addition to the USA, we support Canada with transactions in $CAD.

If you’re a U.S. merchant traveling abroad, the main thing to worry about is access to Wi-Fi or cellular data roaming charges. You should be able to accept most Visa/MasterCard cards from abroad, but some cards are regional and will not be accepted. Your charges will be in USD, and currency conversion will be performed by the customer’s bank. It’s quite similar to if your foreign customers had visited the United States and used their credit card while visiting.

How soon will funds be deposited into my bank account?

If you’re using Stripe (our default plan after January 3rd, 2014), earnings are transferred to your bank account on a 7-day rolling basis.

If you’re using Merchant Focus + Authorize.Net (our default plan prior to January 3rd, 2014), proceeds are deposited 2 business days after settlement.

If you’re using your pre-existing merchant account, you’ll need to check with your provider.

What is a chargeback?

A chargeback occurs when the cardholder disputes a charge that was made through your merchant account.

If this happens, you will receive a chargeback notification from your merchant services provider. It is extremely important to respond to the notification as soon as possible, as the default judgement is in favor of the cardholder if the merchant does not respond.

The card issuing bank is responsible for the chargeback investigation, and they will decide whether or not to reverse the charge based on the claims of the cardholder and the merchant’s response.

If you’re using Stripe (our default plan after January 3rd, 2014), the chargeback fee is $15, which is refunded if the dispute is resolved in your favor.

If you’re using Merchant Focus + Authorize.Net (our default plan prior to January 3rd, 2014), the chargeback fee is $30, which is nonrefundable regardless of the outcome of the dispute.

If you’re using your pre-existing merchant account, you’ll need to check with your provider.

How do I get Visa/MasterCard stickers and signage, etc.?

You can order Visa and MasterCard materials from the following websites:

What are “Credit Card Assessment Fees”?

Assessment fees are a very small flat rate percentage that applies to the total monthly volume on a specific type of card.

If you’re using Stripe (our default plan after January 3rd, 2014), you won’t be billed for any credit card assessment fees.

If you’re using Merchant Focus + Authorize.Net (our default plan prior to January 3rd, 2014), these fees are called out separately on your billing statement. Currently, assessment fees are:

  • Visa 0.11%
  • Mastercard < $1000 monthly volume: 0.11%
  • Mastercard >= $1000 monthly volume: 0.13%
  • Discover 0.105%

If you have an existing merchant account, you will need to check with your provider.

What is a “settled” transaction? When are transactions settled?

Although authorization is performed at the time you charge the card, typically charges are submitted in a batch once per day for “settlement,” which starts the process of getting the money into your bank account. Once a transaction is settled, it can no longer be voided.

If you’re using Stripe (our default plan after January 3rd, 2014), settlement happens automatically every day at midnight UTC, which is 4pm Pacific Standard Time / 5pm Pacific Daylight Time.

If you’re using Authorize.Net (our default plan prior to January 3rd, 2014), settlement happens automatically each day at a time called the “Transaction Cut-Off Time”, which you can configure at the Authorize.Net website. Here’s how:

  1. Browse to https://account.authorize.net
  2. Log in using your Authorize.Net username and password
  3. Click on Account on the right
  4. Click on Transaction Cut-Off Time
  5. Enter a new time for settlement
  6. Click Submit

If you have an existing merchant account, you will need to check with your provider.

Hardware

Can I use my account with more than one device?

You can use Credit Card Terminal on more than one device. Please see our pricing for more details about multi-device plans.

Do I need any special hardware?

No, you can always perform keyed-entry transactions with no special hardware.

However, most of our apps support an optional Credit Card Reader accessory for faster transactions, fewer errors, and better rates.

Can I use a magnetic card reader for “swiped” transactions?

Yes, you can purchase an optional Credit Card Reader accessory for faster transactions, fewer errors, and better rates.

Troubleshooting

Why isn’t my headphone-jack card reader working on iOS 7?

When you update your device to iOS 7, our app will ask your permission to access the microphone on your mobile device. In iOS 7, this must be enabled in order to use a headphone-jack card reader. To confirm you have granted the app permission to access the microphone, follow this quick path:

Settings > Privacy > Microphone > Turn on CC Terminal (success indicated by a green bar.)

Once this is confirmed, launch the app and plug in the card reader to swipe.

Why do partial refunds sometimes fail?

Partial refunds may only be performed against settled transactions. So if you just make a mistake ringing up an order, or someone returns something on the same day they bought it, you’ll need to perform a full refund (which actually voids the original transaction). Then do a new charge for the correct amount.

Why do my transactions fail with “Ship To Address is required”, etc?

“Ship To Address” is just an example; it could be any field. This error indicates that you’ve configured your Authorize.Net account to require fields. If it’s a field that Credit Card Terminal supports, like Invoice Number, you can simply take care to enter that field. If it’s one of the unsupported fields like the shipping address, sales tax, or line items, you’ll need to disable the requirement on the Authorize.Net web site. Here’s how:

  1. Log into the Merchant Interface at https://secure.authorize.net
  2. Select Settings under Account in the main menu on the left
  3. Click Payment Form in the Transaction Settings section
  4. Click Form Fields
  5. Uncheck any required fields that are not desired

If you have an e-commerce site and want to require the field in question for website transactions, there should be a way to require the field in the shopping cart itself, instead of requiring it globally for your whole Authorize.Net account. Please let us know if you need help figuring it out.