FortisPay Customer Service — Expert Guide for Merchants

Overview of FortisPay Customer Service

FortisPay (official site: https://www.fortispay.com) is a payments technology provider that integrates payment gateway, merchant acquiring relationships, and point-of-sale connectivity into merchant services. From a customer-service perspective, the company supports merchant onboarding, charge and refund processing, settlement reconciliation, PCI compliance guidance, and device lifecycle support (configuration, replacement, firmware). Merchants typically interact with FortisPay through a combination of an online portal, ticketing/email, and phone escalation; confirm current contact channels on the company website before initiating high-priority requests.

Expect support workflows that mirror enterprise payment-provider standards: initial triage (Tier 1), specialist troubleshooting (Tier 2), and engineering/partner escalation (Tier 3). In practice, well-run teams track KPIs such as first-response time, mean time to resolution (MTTR), and first-contact resolution (FCR). When you evaluate or negotiate service terms, request the specific SLA metrics in writing so response and resolution targets are contractually defined.

How to Prepare Before Contacting Support

Being properly prepared reduces resolution time significantly. Before opening a ticket or calling, collate identifying account details, transaction examples, timestamps, and diagnostic data. Typical identifiers that support teams will request include: merchant ID (MID), terminal ID (TID), gateway transaction ID, card type (BIN), last four PAN digits, transaction amount, date/time (UTC), and any error codes displayed (e.g., ISO 39/51 decline codes or gateway error codes such as 3002, 4001). Providing 3–5 representative transactions is better than a single sample.

Prepare your environment data: POS/software version (e.g., POS v3.6.2), terminal model and SN (e.g., PAX A920, SN 1234567890), IP and network details if connectivity is the issue, and screenshots or raw transaction traces where possible. If the issue involves a settlement or funding discrepancy, have your bank’s receiving account (last 4 digits) and a copy of the merchant statement date range to hand. This avoids back-and-forth that can add days to a resolution.

• Data to supply immediately: MID (10–12 digits typical), transaction ID (alphanumeric), transaction timestamp (ISO 8601 or YYYY-MM-DD HH:MM:SS), terminal model and firmware version, merchant legal/business name as on account.
• For dispute/chargeback matters: chargeback ID, cardholder communication records, signed receipt or proof of delivery, authorization logs, and any AVS/CVV results. Typical chargeback fees in the industry range from $25–$100 depending on processor and card brand; include those amounts when assessing potential liability.

Common Issues, Troubleshooting, and Relevant Benchmarks

Common merchant pain points are declines and authorization errors, batch settlement discrepancies (T+0/T+1/T+2 settlement timing), hardware failures, gateway timeouts, and chargebacks. Typical settlement windows for U.S.-based acquiring relationships are next-business-day (T+1) for card-present, though some accounts settle on T+0 or T+2 depending on the acquiring bank and funding model. When you observe missing funds, reconcile deposit dates versus processing dates and compare acquirer transaction logs with your gateway’s daily close files.

Troubleshooting steps should be systematic: (1) reproduce the issue in a controlled test (use a $0.01 authorization where allowed), (2) collect logs and timestamps, (3) isolate network/firewall and TLS certificate issues (modern gateways require TLS 1.2+/HTTPs), and (4) escalate with precise artifacts. Industry benchmarks to discuss with support include FCR targets (60–85% range for Tier 1), MTTR for critical incidents (4–8 hours target for major outages), and chargeback management timelines (respond to representments within 7–10 business days per card brand rules).

Escalation Path and Expected Service Levels

Ask for a documented escalation matrix when you onboard: names/roles of Tier 1 (support analysts), Tier 2 (technical specialists or account manager), and Tier 3 (engineering/partnership teams). Expect SLA examples to include first response < 1 business hour for critical issues, targeted remediation within 24–72 hours for non-critical issues, and immediate notification for payment network outages. These targets vary by contract; always obtain the SLA appendix attached to your merchant agreement.

• Typical escalation tiers and targets: Tier 1 — initial triage and workaround (< 1 hour response); Tier 2 — deep-dive and configuration changes (24–48 hours); Tier 3 — engineering/partner fixes or code changes (72 hours+). Request an incident number and status cadence for each level.

For critical outages affecting authorization capacity or settlement, inquire about failover and redundancy: ask whether the provider maintains active-active gateway nodes, DNS failover, or can route transactions via alternate processors. Also confirm whether the merchant agreement contains service credits or remediation clauses for SLA breaches and the formula used to calculate those credits.

Pricing, Billing Disputes, and Account Changes

FortisPay customers typically receive merchant statements showing interchange, processor markup, per-transaction fees, monthly gateway fees, and any miscellaneous charges (PCI compliance fee, chargeback fees). Common pricing structures in the market are interchange-plus (e.g., interchange + 0.10%–0.30% + $0.05–$0.15 per transaction) or flat-rate (e.g., 2.9% + $0.30). Typical monthly gateway fees range from $10 to $50 depending on feature set; chargeback fees commonly range from $25–$100. Always compare line-by-line with the prior processor when negotiating.

For billing disputes, gather the billing period, merchant statement PDF, and the specific line items in question. Most providers have a 30–90 day dispute window for billing corrections; confirm that window in your contract. For account changes — adding terminals, changing bank accounts, or upgrading plans — expect identity verification steps (W-9/EIN verification for U.S. entities), signed addendum forms, and possibly a 5–10 business day lead time for bank-change processing.

How to Verify Official Contact Information and Next Steps

Always verify contact information on the provider’s official resources: https://www.fortispay.com (company site) and the support or contact pages inside your merchant portal. For security, FortisPay or any processor will not ask for full PANs over email; they will request tokenized references or last four digits plus authorization codes. If you receive unexpected contact requesting full card data, treat it as a red flag and verify via the portal.

If you need immediate action: (1) log into your merchant portal and open a priority ticket with the artifacts described above; (2) call the verified support number listed in your portal or merchant agreement; (3) request escalation and incident tracking numbers for follow-up. Keep an internal incident log with timestamps and correspondence copies — this reduces resolution time and provides audit evidence for disputes or SLA claims.

How do I contact pay Now?

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1. Annex B: Contact Details and websites of Participating PayNow Banks S/N Bank Contact No. Bank of China. 1800 66 95566.
2. Citibank. 6225 5225. 1800 225 5225.
3. DBS/POSB. 1800 111 1111.
4. HSBC Bank. 1800 4722 669.
5. Industrial and. Commercial.
6. Maybank. 1800 629 2265.
7. OCBC Bank. 1800 363 3333.
8. Standard. Chartered Bank.

How do I contact FORTIS pay?

Please contact Merchant Services at (855) 465-9999 or via email to [email protected] for a copy of this form.

What does FORTIS pay do?

Fortis delivers comprehensive payment solutions and commerce enablement to software partners and developers, processing billions of dollars annually. The company’s mission is to forge a holistic commerce experience, guiding businesses to reach uncharted growth and scale.

How do I contact Comenity Bank customer service?

If you think your account is being used by someone else or has been compromised, call Customer Care immediately at Please call the number on the back of your credit card for assistance. (TDD/TYY: 1-800-695-1788).

Is FORTIS a payment gateway?

What are the benefits of using Fortis? One of the most modern payment gateway and merchant acquirers available, specialising in ecommerce, they have enterprise grade technology for mid-tier to enterprise merchants, with low fees for international money movement.

How much is FORTIS pay?

Average Fortis Solutions Group hourly pay ranges from approximately $19.32 per hour for Machine Operator to $25.14 per hour for Press Operator. The average Fortis Solutions Group salary ranges from approximately $35,000 per year for Customer Specialist to $160,000 per year for Director of Manufacturing.