Using Your 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 (714) 598-5282 or email us at support@youcharge.com
“Declined” is a valid response from the card holder’s issuing bank. You will need to request a different form of payment.
Press F4 until the desired language is selected (English/Spanish).
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 (714) 598-5282.
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.
It is possible that the paper is loaded upside down or that the paper in the terminal is not thermal paper.
Contact our Technical Support department at (714) 598-5282.
Contact our Customer Care Team immediately so that we can ensure that your customer will not be charged more than once. Call (714) 598-5282.
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 (714) 598-5282.
Please contact us to send you an application and answer any questions you might have. Contact our Customer Care team at (714) 598-5282 or email us at support@youcharge.com.
Please contact us to send you an application and answer any questions you might have. Contact our Customer Care team at (714) 598-5282 or email us at support@youcharge.com.
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 (714) 598-5282 or email us at support@youcharge.com
Banking & Payments
Youcharge debits your bank account for the previous months’ processing fees between the 1 st and the 4 th of every month.
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 (714) 598-5282 or email us at support@youcharge.com.
Contact customer support at (714) 598-5282 or download a bank account change form from www.youcharge.com. The owner of the account has to complete and sign the form before emailing it to our Customer Care Team at support@youcharge.com.
Visit www.youcharge.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@youcharge.com.
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.
We have several options for our qualifying seasonal merchants. To get more information regarding seasonal accounts, please call our Support team at (714) 598-5282 or email us at support@youcharge.com
Funds are deposited 2 business days from when the batch is settled.
Visa, MasterCard, Discover and American Express.
Fees are outlined in the merchant processing agreement. Fees vary by card type, entry method and other factors.
The bank account provided will be debited between the 1st and 3rd of every month for the previous month of processing.
Call us at (714) 598-5282, or complete our online form.
Statements & Reporting
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 (714) 598-5282.
We have knowledgeable representatives that will answer any questions you may have about your billing. Contact our Customer Care team at (714) 598-5282 or email us at support@youcharge.com with your question.
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 (714) 598-5282 or email us at support@youcharge.com.
EMV & PCI Security
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.
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.
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.
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.
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.
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.
EMV transactions will still require a signature or a PIN, with the exception of approved QSR or card-not- present situations.
Accepting NFC Payments
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.
Apple Pay is a mobile payment service that lets Apple devices make payments at checkout.
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.
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.
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.
Apple Pay and other contactless payment transactions will still require a signature, with the exception of approved QSR situations.
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 (714) 598-5282 or Contact Us.