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Listed below and helpful phone numbers, logins links ect to quickly get your questions answered.

Help Ticket Phone Numbers Logins FAQ's CardPointe

Submit An Application Or Update Your Sentry Vault Payments Merchant Account

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Now you can upload all your documents securely to Sentry Vault Payments quickly and easily. Either select file or drag and drop file in grey window and your document will be automatically transferred.

If you are uploading multiple documents make sure that each one is completely uploaded before adding additional forms.
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To update your account please download the appropriate PDF form and have the person who signed on the original merchant application sign it. You can either upload the form found above this box or fax it to 1-888-324-8814 or email it to support@Sentry Vault Payments.com. All changes can take up to 10 business days.

Merchant Account Customer Service Phone Numbers

Sentry Vault Payments Support (888)-600-2602 ext. 102

Need Additional Support-

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Our highly trained staff of customer service professionals is available to assist you with any of your questions and concerns. Our staff continuously provides the highest caliber customer support for all of our merchants. At Sentry Vault Payments, we recognize the importance of a technical support department that is responsive to your needs. We understand that timely, correct answers to technical questions, setup questions, even simple "How do I..." questions are paramount to achieving maximum success with any business application. Customer Support for transaction, terminal support, statement/billing questions, operational problems or instructions please contact our hotline help desk (open 24x7) are as follows:

Have your merchant information available before calling to streamline your call. If you need a PIN encryption Sentry Vault Payments's # is

For MID's starting with 628
Vantiv- 530476
TSYS- 5B0482
For MID's starting with 832
Vantiv- FFFF530485
TSYS- FFFF5B0517
Equipment can be ordered from from POS Portal or Tasq Technologies.

Omaha
Help Desk /Tech Support- 800-228-0210
Help Desk/Customer Service- 800-858-1166
Voice Authorizations- 800-228-1122
Nashville
Help Desk- 800-647-3722
Cardnet/North
Help Desk- 800-346-3315
Memphis
Buypass Help Desk- 800-733-3322
Memphis Help Desk- 800-238-7675
North
Help Desk- 877-274-7915
Voice Authorizations- 800-762-6663
First Data/FISERV
Chargeback Department- 800-672-5007
Chargeback Department- (Fax) - 402-933-1673
TSYS
Chargeback Department- 866-637-5467
Help Desk- 800-552-8227

CardConnect
877-828-0730

First American Payment Systems
Paymentech Terminal Support- 844-876–4064
Voice Authorization- 844-309-7601
Chargeback Department- 800-701-2831 ext. 3301 option 4
Chargeback Fax- 1-817-317-9106
Voyager- 800-987-6590
Wright Express- 800-492-0669
Broken Equipment- 888-600-2602

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Virtual Terminal Support/Equipment

CardConnect (877) 828-0720
Authorize-net (877) 447-3938
PayTrace (888) 806-6545
E-Processing Network (800) 971-0997
T-Gate & Bridge Payments- (866) 322-9894
Dejavoo Systems- (877) 358-6797
USAePay- (866) 872-3729
Instant Accept- (855) 220-2840
Verosa- (888) 758-1878
Clover- Omaha (844) 864-5449 or North (844) 864-5450

Virtual Terminal, Statement, Transaction Reporting, Chargeback Logins

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The CardPointe platform gives you access to realtime reporting, Statements, Virtual Terminal, PCI Compliance all with one simple login.
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First Americans Online Reporting (FirstView) provides free 24 hour fast, detailed, and convenient transaction information for all business types. Monthly statements can also be accessed.

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eProcessingNetwork Payment Gateway enables merchants to securely process and control their internet, mobile,point of sale, recurring, email invoicing and business accounting software transactions.

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Authorize-net Gateway can help you accept credit cards and electronic check payments quickly and affordably.  Authorize-net is integrated with most 3rd party shopping carts.


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Paytrace is a flexible gateway that has the capability of performing card-not present, e-commerce and recurring transactions with a secure hosted payment form.


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USAePay is a flexible gateway that has the capability of performing mobile, POS, e-commerce and recurring transactions with a secure hosted payment form.


Credit Card Processing Common Asked Questions

Merchant Service Common Questions-Sentry Vault Payments
  • What is IIAS?
    The Inventory Information Approval System, or IIAS, is a point-of-sale technology used by retailers that accept FSA debt cards, which are issued for use with medical flexible spending accounts (FSAs), health reimbursement accounts (HRSs), and some health savings accounts (HSAs) in the United States.
    By the end of 2007, all grocery stores, discount stores, and online pharmacies that accept FSA debit cards must have an IIAS.
    show all, IISA
  • What does EIRF stand for?
    Electronic Interchange Reimbursement Fee.  This happens when a merchant doesn't batch within 48 hours or doesn't enter AVS on a retail account.
    show all, EIRF
  • What are the retrieval codes for Visa & MasterCard?
    MasterCard Retrieval Codes

    21-  Customer does not recognize transaction
    23-  T&E - Invalid Transaction
    41-  Legal or fraud analysis
    42-  Potential chargeback/Compliance doc
    99-  Request for Media (Default)

    VISA Retrieval Codes

    28-  Request for copy bearing signature
    29-  Request for T&E document
    30-  Request due to cardholder inquiry
    33-  Request for legal process or fraud analysis
    34-  Repeat request
    99-  Request for media (default)
    show all, retrieval
  • Do I need to sign a Personal Guarantee when setting up my merchant account?
    When applying for a merchant account a personal guarantee can be required. A personal guarantee means that if the business cannot fulfill its obligations to the processing bank then the processing bank can legally pursue the guarantor to fulfill those obligations. This means if your business owes the processor money and it cannot pay then the bank can come after the guarantor seeking those funds.  The reason why the processing bank does this is because of the high risk they are exposed to due to the nature of their business. The processing bank can be on the hook for a large sums of money. Naturally they wish to protect themselves as best they can.

    There are other options to work around a personal guarantee. They are listed below:

    -Financial records 
    -Tax returns 
    -Letter of Credit
    -A Reserve or a funding delay may be required

    In all cases, it is easier to get the application through the approval cycle when the Personal Guarantee is signed by the merchant. For some types of businesses a personal guarantee is not necessary (Non Profits, Corporation owned, etc)
    show all, personal guarantee
  • What is a Chargeback/Retrieval fee?
    Chargeback and Retrieval fees take place when a customer or client disputes a credit card transaction. The customer may not recognize the charge or remember the transaction or service or product may have not been delivered. Also the transaction could be a fraudulent and merchant usually neede to supply documentation to support the transaction. 
    show all, chargeback,retrieval
  • What is the difference between Interchange Plus and Tiered Pricing?
    This topic is discussed at length. Learn more about merchant accounts
    show all, interchange plus, tiered pricing
  • Should I lease my credit card equipment?
    You need to ask the question, how much does the terminal cost to buy? In today's very competitive business environment, terminals can be purchase at a fraction of the cost of leasing them.
    show all, credit card, equipment
  • What do I do if I think there is a fraudulent transaction?
    You may need to call the card issuing bank from the back of the credit card being used and call them yourself to verify the transaction. Make sure that the AVS, CVV2 code match when obtaining a authorization code along with the expiration date of the credit card.
    show all, fraudulent, transaction
  • What is PCI?
    The Payment Card Industry Data Security Standard (PCI DSS) is a set of requirements designed to ensure that all companies that process, store or transmit credit card information maintain a secure environment.
    show all, pci
  • What is a Cross Border fee?
    Visa and MasterCard charge a cross border transaction fee even when no currency conversion occurs. The fee applies when a customer makes a purchase at a foreign country merchant. The fee is applied when the issuing bank of the customer is located in a different region than the merchant account of the seller. When the Issuer and Acquirer are in the same region then no cross border fee will be applied.
    show all, cross border
  • What is a chargeback and how can I protect against them?
    A chargeback is when a customer reverses an order they made and then gets their money back from you as the merchant. There are 4 reason codes for chargebacks – Technical, Clerical, Quality or Fraud. Card present merchants can protect themselves by making sure the credit card transaction has been swiped with the customer signature (Verify the signature on the sales slip and the back of the credit card) and approved authorization code. To take it a step further you could ask to see a valid driver license. For Card not Present merchants you will need the complete credit card number along with the AVS (Address Verification) and CVV2 code from the credit card and obtain the authorization code.
    show all, chargeback
  • What is a Visa APF (Acquiring Processing Fee)?
    The APF applies to all U.S. acquired authorizations on all Visa branded cards. The fee applies to all authorizations even if it is not used for a subsequent transaction.
    show all, APF, acquiring Processing fee
  • What is a Visa Zero $ Account Verification (also referred to as $0.00 auth)?
    Visa requires an authorization only to be completed in support of a specific transaction and expects a one ‐to‐one relationship between an authorization and a transaction. Visa Zero $ Account Verification requests are submitted to validate a cardholder account. The Visa Zero $ Account Verification is not an authorization, but instead confirms the cardholder account.
    show all, Visa Zero Auth
  • What is a Visa Misuse fee?
    The Visa Misuse Fee is assessed when an authorization is not utilized in a timely manner or is not reversed based on Visa standards. If an authorization will not be used for a transaction, card present merchants must complete an authorization reversal within 24 hours. Card not present merchants must complete a reversal within 72 hours.
    show all, visa misuse fee
  • What is a Visa Risk Identification Service (RIS)
    The Visa RIS fee is assessed to all Visa transactions by Visa to perform risk management at a transaction level.
    show all, visa (RIS)
  • What is a Visa International Acquiring Fee (IAF) (also referred internally to as Cross‐border Fees)?
    The IAF is a Visa US fee that applies to all U.S. acquired purchase transactions on non‐U.S. issued cards.
    show all, visa (IAF), cross boarder fee
  • What is a Visa Zero Floor Limit/Misuse of Authorization?
    The Visa Zero Floor Limit fee is assessed when a clearing record cannot be matched to an approved or partially approved authorization. A Misuse Fee is applied if a transaction is not cleared within 10 days of authorization for all MCCs with the exception of T&E (travel and entertainment) segments. For T&E MCCs, the transaction must be cleared within 20 days of authorization, regardless of actual transaction date.
    show all, zero floor limit, miseuse auth
  • What is a Partial Authorization Non‐Participation Fee (PANPF)?
    The Visa PANPF applies to any Automated Fuel Dispenser (AFD), MCC 5542, transaction that does not support partial authorizations. Although Visa encourages all merchant segments to support partial authorization support, the PANPF only applies to AFD transactions.
    show all, partial auth, PANPF
  • What is a Fixed Acquirer Network Fee (FANF)
    Visa charges each merchant a fixed monthly cost to accept Visa cards.  The fee is based on Card-Present or Card-Not-Present. The fee is based on volume and number of merchant locations. Please see FANF pricing.
    show all, fixed acquirer netowrk fee, FANF

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Copyright © 2011-2025 Prestige Payment Systems, LLC DBA Sentry Vault Payments All Rights Reserved. Sentry Vault Payments is a registered ISO of Fifth Third Bank, National Association, Cincinnati, OH. A registered agent of CardConnect which is a registered ISO of Wells Fargo Bank, N.A. Walnut Creek, CA, and Synovus Bank, USA, Columbus, GA