CardPointe Customer Service — Professional Guide for Merchants and Integrators

Overview: what CardPointe customer service covers

CardPointe is CardConnect’s payment gateway and merchant portal used by thousands of small and medium businesses for in-person and online payments. Customer service for CardPointe covers account onboarding, terminal provisioning, gateway/API troubleshooting, PCI scope reduction and attestation, chargeback management, settlement and reporting issues, and fraud or security incidents. Support is typically delivered via a combination of phone, ticket/portal, and online documentation.

As a service consumer, expect support to be organized around priority levels: critical production outages, high-impact payment failures, configuration and integration questions, and routine account administration. Preparing the right account details before you contact support (merchant ID, terminal serial number, transaction IDs and timestamps) shortens resolution time by 60–80% compared with generic requests.

Contact channels and typical SLAs

Available channels usually include a dedicated support portal, email ticketing, live phone support, and developer documentation. For most payment gateways, realistic SLAs are: phone/urgent ticket response within 1 hour for critical issues, investigation/update within 4–8 hours for high-priority problems, and standard ticket response within 24 business hours. Confirm exact hours and SLAs in your merchant agreement; some plans include 24/7 critical support while entry-level accounts use business-hours coverage.

When opening a ticket, always include: merchant ID (MID), account holder name, last four of the linked bank account, terminal serial or gateway merchant profile ID, exact timestamp (UTC/local) and timezone of the failing transaction, transaction ID, and a screenshot or raw gateway error message. This reduces back-and-forth and often yields a first-contact fix.

Onboarding and implementation support

Onboarding typically involves account validation (KYC), funding/banking setup, terminal shipment and activation, and optionally API integration. Typical timelines: simple card-not-present merchants can be live in 1–3 business days; merchants requiring underwriting (high-risk categories) or custom integration often take 7–21 business days. If you need a terminal, expect hardware delivery in 2–7 business days domestically and 7–21 days internationally depending on model and inventory.

Implementation support will usually include sample code (SDKs for Java, .NET, PHP, Node), API keys and test accounts, and sandbox access. For a straightforward API integration, developers commonly budget 1–3 weeks of work including testing and PCI considerations; for complex omnichannel use (POS + eCommerce + subscription billing) plan 4–12 weeks with regression testing.

Technical support, developer resources, and escalation

For API or gateway issues, developer-focused resources are essential: a developer portal with REST API references, sample requests/responses, error codes and remediation steps, SDKs, and webhook behavior. If the documentation lacks the specific error code remediation you need, escalate by opening a developer ticket and attaching request/response logs (sanitize cardholder data first).

Escalation paths usually follow: support agent → technical specialist → product/engineering → merchant success or account manager. If you have an SLA or enterprise agreement, your account contract will typically list escalation contacts and response windows. Keep an escalation checklist with dates, ticket numbers, and point-of-contact names to accelerate senior-level attention when processing windows (settlement or dispute deadlines) are at risk.

PCI compliance, security and breach response

CardPointe’s customer service often provides guidance on PCI scope reduction strategies (using hosted fields, tokenization, or Point-to-Point Encryption). Merchants using CardPointe tokenization can frequently qualify for a simpler PCI SAQ (e.g. SAQ A or A-EP). Even when guidance is provided, responsibility for completing and submitting the SAQ and any quarterly scans remains with the merchant.

In the event of a suspected breach, contact support immediately and follow the documented incident response flow: suspend affected terminals or integrations, preserve logs, and work with CardPointe’s security team on forensic steps. Breach response can include mandatory cardholder notification and forensic audits; timelines are typically measured in days for containment and weeks for forensic analysis.

Chargebacks, refunds and dispute handling

Customer service will guide you through the chargeback lifecycle: notification, representing (submitting evidence), and potential arbitration. Chargeback windows vary by card network—typically 30–120 days—so timely action matters. CardPointe’s portal usually provides downloadable chargeback evidence templates and transaction-level PDFs to support representment.

Practical numbers to plan around: chargeback representment success rates across the industry run widely from 20% to 60% depending on evidence quality. Expect chargeback fees in the market to range from $25–$100 per item (check your merchant agreement). Refunds credited back to the cardholder generally settle in 3–7 business days depending on issuing bank timelines; ACH reversals may take longer.

Pricing expectations and hardware

CardPointe pricing varies by reseller and merchant agreement. Typical components include a per-transaction processing fee (e.g., interchange + markup), a monthly gateway fee ($10–$30 common), and hardware costs for terminals ($199–$599 depending on brand and features). Chargeback fees and certain compliance services (annual PCI scanning, 3rd-party audits) may be billed separately. Always request a fee schedule in writing and compare effective rate examples for your typical transaction mix.

Common terminal brands supported include Verifone, Ingenico, and PAX; contact customer service prior to purchase to ensure firmware compatibility and to request provisioning instructions or preconfigured devices that reduce setup time.

Best practices to get fast, effective support

• Prepare a “support packet” before contacting support: merchant ID, terminal serial or gateway profile ID, transaction IDs and timestamps, exact error text, and recent log excerpts. Attach screenshots and sanitized raw requests/responses when possible.
• Use the support portal for non-urgent issues so ticket history is preserved; call only for production-impacting outages. For API integrations, include curl or SDK request samples that reproduce the error and indicate sandbox vs production endpoints.
• Maintain an escalation timeline: if a ticket is not updated within the SLA window, reply summarizing impact, request a named specialist, and indicate the deadline for resolution to preserve priority.

Contractual rights, account managers and enterprise customers

Merchants on enterprise plans should have an assigned account manager and a documented support SLA in the contract including uptime targets, response times, and dedicated escalation contacts. If you’re negotiating terms, request a service credit policy for missed SLAs and a clear definition of “downtime” vs degraded performance.

For any merchant, keep copies of all correspondence, ticket numbers, and settlement reports. When disputes escalate beyond support (banking or legal), these records are essential to resolve funding holds or to meet audit and compliance requirements quickly.

Is CardConnect the same as CardPointe?

CardPointe by CardConnect is a payment platform for modern businesses. It helps merchants manage payments, like credit and debit cards, online and in-person. It makes business transactions more efficient, supporting many industries with its services.

How to connect CardPointe?

Setting up the CardPointe Desktop card reader is simple; just connect the device to an available USB port on your workstation. The device illuminates when connected and ready to use.

How much is CardPointe monthly fee?

The fees include: A $19.99 monthly Cardpointe platform fee. A $3.50 monthly regulatory product fee. Interchange fees + 0.2% per transaction.

What number is 1 800 347 2683?

If you have questions about transactions, contact us at 1-800-DISCOVER (1-800-347-2683.)

How do I contact my card provider?

Customer service contact information by credit card issuer

1. American Express. 1-800-528-4800.
2. Bank of America. 1-800-732-9194.
3. Barclaycard. 1-888-232-0780.
4. Capital One. 1-800-227-4825.
5. Chase. 1-800-935-9935.
6. Citi Credit Cards. 1-800-950-5114 (or the number on the back of your card)
7. Discover. 1-800-347-2683.
8. Synchrony Bank.

What is the phone number for card point?

(484) 654-9600
You can contact our Support team by submitting a support ticket within the CardPointe application. For an urgent Production issue, you may contact our support team directly at (484) 654-9600 in addition to submitting a support ticket.