FAQ - Accept Credit Cards with CellCharge Credit Card Processing

Touch Tone Merchant Account

Frequently Asked Questions

What is the Application Procedure?
The application process goes fairly quickly and you can be set up to accept credit cards in hours. Contact your sales rep for an application. If you heard about Cell Charge from one of our merchants, you may contact Cell Charge directly and give the name of the person who already uses Cell Charge. Once an application is submitted it will be processed, your credit report pulled and reviewed. Your set up fee will be charged to your credit card, if supplied. You will then be contacted to supply additional documentation such as copy of driver's license, void check, and business licenses as necessary. These can be faxed or emailed directly to Cell Charge. If you have questions, please feel free to contact us using the email link or call 1-866-750-0271. If you have ever been placed on the Terminated Merchant File by another processor, please understand that Cell Charge cannot open a merchant account for you.

Can I change my merchant pin?
Yes you can change your pin. The person on the account must call Customer Service at 1-866-750-0271. Please have three optional 6 digit numbers you would like to use. Customer Service will process the request and give instructions for proceeding.

Can I raise my monthly processing limit?
Processing limits are set in accordance with certain criteria, including type of business, amount of average sale and personal credit scores. A credit report will be run in conjunction with the original application. Merchants can contact Customer Service with their request for increase. Based on information in our system, Customer Service will take the request and advise the merchant of the procedure in their special instance. Any request for increase could require a new credit report.

Can I raise my approved highest ticket?
Highest ticket limits are set in accordance with certain criteria. Merchants can contact Customer Service with their request for increase. Based on information in our system, Customer Service will take the request and advise the merchant of the procedure in their special instance.

How do I get more Sales Drafts?
Merchants can call Customer Service at 1-866-735-5292 or email imprinters@cellchargeiso.com and request additional sales drafts. Sales drafts are mailed out regular mail the day after the request. Merchants must allow enough time for delivery. Expedited orders are sent only with the merchant paying a shipping fee. Signed and imprinted sales drafts are the only defense for a merchant against a chargeback.

Can I raise my Monthly processing limit?
Processing limits are set in accordance with certain criteria. Merchants can contact Customer Service with their request for increase. Based on information in our system, Customer Service will take the request and advise the merchant of the procedure in their special instance.

When you apply to CellCharge, you are given an approved monthly charge limit according to your past credit report. The CellCharge automated system will not allow you to accept credit card payments beyond that amount (you will be told any further transactions are declined). As with most major credit cards, this amount can increase with time and responsible use of your CellCharge account. If you believe you have extenuating circumstances and need a monthly charge limit increase, please contact our Risk Management department at 1-866-209-4442.

How do I get more Sales Drafts
Merchants can call Customer Service at 1-866-750-0271 or email supplies@cellcharge.com and request additional sales slips. Sales slips are mailed out regular mail the day after the request. Merchants must allow enough time for delivery. Expedited orders are sent only with the merchant paying a shipping fee. Merchants may also use any form such as an invoice for records. Sales slips are provided only as a convenience and are not the only means.

Where is my Welcome Package?
Welcome kits are mailed the day after the merchant account is approved. If you have not received your Welcome Kit within 5 days of that date, contact Customer Service and tell them you still do not have your Welcome Kit. We will need to verify your mailing address.

How and when do I get paid?
Funds are sent via the ACH System (Automated Clearing House) and all merchants are required to have a checking account that accepts ach. Funds are net deposited minus fees for each day's batch total for Visa and MasterCard. American Express, Discover, and Checks are the same but the funds are sent by those entities to your account. Below is a chart showing when you can expect your funds. It is always the responsibility of the owner of the checking account to verify funds are deposited and can be used before writing checks against those funds.

Transaction Day - Monday > Payment Available Day - Thursday
Transaction Day - Tuesday > Payment Available Day - Friday
Transaction Day - Wednesday > Payment Available Day - Monday
Transaction Day - Thursday > Payment Available Day - Tuesday
Transaction Day - Friday > Payment Available Day - Wednesday
Transaction Day - Saturday > Payment Available Day - Wednesday
Transaction Day - Sunday > Payment Available Day - Wednesday

How do I get a copy of my contract?
A copy of your Terms and Conditions is included in your Welcome Kit. Applications are processed via mail, fax, and phone. You may also pull Terms and Conditions from this web site. You may also call customer service and request an additional copy.

How do I cancel my service?
Please call or email customerservice@cellcharge.com with your request. Only the person who opened the account may request the account be closed.

If I have another location do I need a separate account?
Visa and MasterCard rules state that each location must have their own merchant account. Different types of business and difference locations are two reasons for having separate accounts

My money is not in my account yet.
Call Customer Service to have your processing verified. Be prepared with you checking account information for verification. Customer Service will research your problem.

How do I change my checking account information?
Checking account changes must be in writing from the owner of record. Please fax the request with a copy of a voided check to 1-866-209-4446. Please allow 7 days for any changes to take affect. In the meantime, do not close your previous account in case transactions and deposits are in process. Anything in process will not be changed, but will continue to go to the old account.

Can I charge my own credit card?
Visa and MasterCard rules are very strict and this is not allowed. Any merchant who charges their own card faces fines and termination of their merchant account. Charging the merchant's own card is circumventing cash advance rules. The only exception is a merchant may do a test transaction to their own card for less then $5.00 to make sure money gets deposited to their account. A test transaction is recommended since transactions take so many steps to get the deposit generated.

How can I be sure a transaction went through?
Watch your checking account regularly and balance incoming payments with your customer receipts and online CellCharge statements. If you have a specific reason to suspect a payment did not go through (i.e. you were disconnected before the automated system told you the credit card was accepted), please call our customer service center at 1-866-750-0271. One of our representatives will be able to access the system and verify whether or not the transaction was successfully completed.

Download an application now!
Fill out our short application and return by fax to Customer Service at
877-316-1600.

Along with the application you will need to fax a copy of your drivers license,
a voided check and current bank statement.
**Additional documentation may be necessary.