Q: When trying to update my password, I am prompted to enter a passcode which I am not receiving to my email.
A: First you will want to confirm with us what email is associated with the user ID. Once confirmed that your email is associated, if you still do not receive the passcode, try pressing on the resend passcode option.
Q: I have confirmed my account ID, user ID and password are all typed correctly but am getting an Invalid account/user/password combination when logging in.
A: Make sure you do not have an auto fill saved in your browser and double check that you are on the right Converge production URL login screen https://www.convergepay.com/converge-webapp/#!/login and NOT the demo Converge login URL https://demo.convergepay.com/converge-webapp/#!/login
Try logging in from different location /different internet connection. For example from home or take yourself off WiFi and login on your phone or tether your mobile data to the computer. If it works then it is possible that you or someone who is on the same network as you had too many unsuccessful attempts to login, and the network IP address gets blacklisted. If this is the case, please reach out so we can whitelist the IP address.
Q: How long do declined transactions show up in Converge?
A: Declines should show up to 21 days in Converge and will fall off after those days or unless someone deletes them.
Q: My Converge transactions are not settling and I see a RB INVLD AMT 9999 error under settled batches.
A: This means you have a $0 transaction within the batch, you will need to find and delete the $0 transaction and then you should be able to settle the batch.
Q: I received a deposit in my bank account but cannot find the batch in Converge.
A: If you have multiple terminal ID's in Converge (i.e for keying transactions/for e-commerce transactions), be sure to toggle the terminal on the top right and check for settled batches on both terminals. If you have a physical terminal, it is possible the deposit was from a batch run on the physical terminal. We suggest using My Payments Insider to view all batches across all devices.
Q: What is the difference between recurring and installment transactions / payments?
A: Recurring transactions allows you to set up payment amounts and billing cycle in which the payments occur. These will continue indefinitely until you end them, installment transactions allow you to set up payment amounts, the number of payments and billing cycle in witch the payments occur. These will continue for a set number and then stop.
Q: Is CVV2 required with the authorization request?
A: Enhanced CVV2 (card verification value) guidelines from Visa came into effect October 2019. To be in compliance, Converge has automatically enforced CVV2 for all Internet and MOTO terminals. Even if not currently required on your account it is best practice to include the CVV with the authorization request.
Q: Why is the Converge transaction receipt not opening after a sale or when I click on receipt from the side bar?
A: A possible cause can be that you have a pop-up blocker enabled on your browser. You can view your privacy and security settings in Chrome and adjust / allow the Converge website to send pop-ups.
Q: Why are customers seeing a reCAPTCHA error at checkout? Error: www.convergepay.com says Cannot contact reCAPTCHA. Check your connection and try again."
A: ReCAPTCHA is an available service in Converge to block automated malicious bots from running on your checkout during the transaction process. If you encounter this error, they can try the following:
- Refresh the page
-Clear browser cookies and cache
-Disable ad blocker
-Update browser to latest version
-Ensure java script is enabled
-Try a different browser.
Q: What does a token request failed error or error getting expired card report mean in Converge?
A: There can be several reasons causing this error. The user is not set up as API, when the terminal ID was created, two fields (Domain ID and Token format) were not populated. If the account is MOTO, Https transactions need to be temporarily enabled to populate the domain ID and group ID and token format needs to be updated to universal. Sometimes token needs to be deleted and readded onto the account. Please reach out to our support to have software support fix the issue (classic required for fix).
Q: What does declined by card mean?
A: This occurs when the host accepts the transaction, and Converge or another system declines the transaction and then the transaction is reversed. Conclusion being the bank approves and then declines the transaction. This may be caused due to removing card from card reader too fast.
Q: My Link 2500 that I am using with Converge Mobile says payment cancelled, but on the app it shows approved. How do I know if it went through?
A: Login to Converge to confirm you see the transaction as approved.
Q: What is a verification?
A: Verification allows you to verify if the AVS (Address Verification Service ) and CVV (Card Security Code) values provided to you for the transaction matches the cardholder's issuing bank.
Q: What is a partial approval?
A: If enabled on your account, when a transaction is run if the amount exceeds the available card balance (i.e. in the case of a prepaid card) you will have the option to approve for the available balance or reverse / void the transaction. If completing a partial approval, the difference must be obtained by different means (i.e. on a different card, cash etc...)
Q: I have billing and invoicing enabled on my account but when I click on it I get the following errors: Error getting merchant data and Not Authorized .
A: You will want to make sure you enabled billing and invoicing and if you still have issues have us confirm your user has the appropriate rights.
Q: What is a please retry 5270 error?
A: This is a Visa decline, that can be caused to a card network issue and the card should either be re-attempted or a different form of payment requested.
Q: What do I need to know about the Log4j vulnerability and using Converge Connect?
A: If you use Converge Connect, you will be required to update to the most recent version to continue to process payments. If this is not completed, you may receive a declined - invalid term id error.
To update Converge Connect, uninstall the current version using Windows and reinstall.
Unplug your card reader
To uninstall: go to Windows Control Panel and under Programs, uninstall a Program select ConvergeConnect, then uninstall.
To install the latest version, log in to Converge, click on your username, support/downloads and select ConvergeConnect. Go to your download folder, right click and select run as administrator. Follow the steps to download and install.
Once install is complete, check your system tray to see if the Converge Connect icon is there. If it is there, plug in your card reader and reboot your computer. You should be good to refresh devices and do transactions now.
If the install does not complete successfully, go to C:\Program Files (x86)\Elavon\ConvergeConnect and ConvergeConnectUninstall.exe to uninstall, then start again by running ConvergeConnectSetup.exe from your downloads folder (run as administrator).
The update may automatically prompt your card reader to do a firmware update.
It should be Converge Connect 4.7.2 or greater (i.e. 5.1.0.31)
Q: Can I enable multi currency selection on a buy button / payment link?
A: Multi currency is not available through a payment link / payment button. To utilize multi currency with our hosted payment page, you would need to complete an integration
Q: If I have multi currency conversion enabled, can I set up a new recurring transaction in a different currency?
A: You will not be able to add new recurring transaction in multi currencies. Even if you run the initial sale in currency you want and try to convert to recurring it will error out and default to account currency.
Q: Can buy buttons be used to set up recurring transactions?
A: Recurring transactions created using the buy button can only be set up as monthly recurring transactions, and the date of billing will be based on the initial transaction date.
Q: When I select the return option from the drop down next to new payment nothing happens.
A: As of April 2023, stand-alone refunds without associated sales are disabled for new users. This wont impact your ability to do regular refunds by locating the original sale and doing the refund tied to the original sale. If there is a use case requiring stand alone refund user rights, you will need to reach out to our support to enable the capability.