Merchant Support

BluePay’s merchant processing solutions help businesses cut costs, increase revenue and maintain an efficient, secure payment network.

Merchant Support FAQs

BluePay is here for you with answers to your questions about fees, ordering supplies and working through some common problems. Feel free to contact us if you have additional questions or issues that are not addressed here.

How do I update the time on my terminal?

NURIT Series:

  1. Press MENU/ESC from main screen.
  2. Press Option 5 – System Options.
  3. Select Option 1 – Set Time/Date.
  4. Proceed to update the date and time.

OMNI 3200:

  1. Press the ↓(down arrow), which is associated with the left purple key.
  2. Press until you see Other Setup.
  3. Select F2 (password will be required) 1 ALPHA ALPHA 66831 ENTER.
  4. Scroll to DATE/TIME and proceed to update.

OMNI 37XX / VX Series:

  1. Press green Enter key.
  2. Select Setup.
  3. Enter password.
  4. Scroll to Date/Time and update.

FD Series Terminals:

  1. Press System.
  2. Select Date & Time.
  3. If incorrect, select NO.
  4. Hit Clear.
  5. Enter new date and time.
  6. Press Enter.

INGENICO i5100 ADMIN MENU: At the idle prompt: (GLOBAL APPLICATION) This menu is accessed by pressing the “admin” button. The password is 166831.

  1. From the main screen, press Admin.
  2. Press 3 for Setup Menu.
  3. Enter password 166831 and press green enter key.
  4. Press 1 for Quick Setup.
  5. Screen will say Quick Setup Clock = with the current date and time on the screen. Choose button under the Edit option on the screen.
  6. Enter the date in MM/DD/YY format and press green enter key.
  7. Enter time HH:MM (Military 24 hour format) and press green enter key.
  8. Press the red Cancel key to return to the main screen.

INGENICO i7780 ADMIN MENU: At the idle prompt: (PAYMENTECH APPLICATION) This menu is accessed by pressing the “admin” button. The password is 166831.

  1. Demo Mode – Enable/Disable – Yes/No
  2. Server Menu
  3. Add Server = Enter Server ID
  4. Delete ID = All or One
  5. Print ID List = (Will print a list of servers already loaded into terminal)
  6. Setup Menu
  7. Date and Time = YYYYMMDD Press enter. Time is in Military format only.
What is the monthly minimum?

A monthly minimum fee is not an extra fee but rather a minimum amount that the processor or merchant account provider needs to have in fees. As long as your credit card fees meet or exceed this minimum, you are not charged any extra fees. However, if your monthly fees are less than this minimum, then you are charged the difference up to the minimum. For example, if you have $20 in fees in a given month, and your account has a $25 monthly minimum on it, you will be charged an additional $5 to meet the monthly minimum.

When are fees deducted for credit card processing?

The end-of-month fees are generated on the last day of each month. The fee posts to your bank account within 2 – 3 business days.

When are fees deducted for additional products and services?

For additional products and services such as BlueChex (ACH) and product bundles, fees are deducted between the 13th and 15th of each calendar month.

How long does it take to receive deposits for my credit card transactions?

General deposit time is 1 – 3 business days for all card brands, but can vary based upon specific account information.

Who do I contact to order supplies or decals and signage for card acceptance?

Please log in to the BlueView Merchant Portal to complete a support inquiry form under Contact Us.

How do I update my merchant account information (DBA, checking information, address, etc.)?

Please log in to the BlueView Merchant Portal to complete a support inquiry form under Contact Us. A bank change requires a bank letter or a copy of a voided check.

What time do I need to settle or batch my terminal for transactions to process same day?

Transactions need to be settled in your terminal or gateway before 5:00 pm CST in order to process for that day.

I received notification that a cardholder is disputing a transaction. What do I do?

Please gather all documents related to the specific transaction. Refer to your notification for the case number and provide the necessary documentation. If you would like to speak with someone further and your merchant number is 15 or 16 digits in length, you can reach the chargeback department at 800-672-5008. If your merchant number is 9 to 12 digits, please call 888-292-2608.

What do I do if I want to accept American Express?

BluePay is proud to participate in the American Express OptBlue Program, giving merchants the ability to accept American Express transactions at a competitive price point and within the same time frame as the other major card brands. Please contact us at 866-739-8324 to enroll, and allow 1 – 2 business days for activation.

I received a “call center” message on my terminal/gateway. What does this mean and what do I do?

Your customer’s card issuer is requesting that you obtain a voice approval. When calling the voice approval number, you will need the full credit card number, expiration date, transaction amount and your full merchant ID number. If your merchant ID number is 15 or 16 digits in length, please dial 800-228-1122. If your merchant number is 9 to 12 digits in length, please contact 800-321-4009. If you receive separate statements and deposits from American Express, please call 800-528-5200 for American Express voice authorizations.*

*Please note in order to receive the funds from a voice-authorized transaction, you must perform a post-authorization/capture and/or offline transaction. Quick reference guides are available in the resource library.

I ran a credit card and it came back as declined. What does this mean and what do I do?

A decline means the card issuer will not allow the transaction to process, and you need to ask the cardholder for another form of payment. We do not recommend attempting to run this card again because card brands prohibit repeated attempts for approval.

Where do I find the account ID and secret key in my BluePay Gateway?

This information can be found by logging in to the BluePay Gateway. Using the menu on the left side, select Admin>Accounts>List. Click the underlined Account Name. The account ID is located in the upper right-hand section of the page, and the secret key is located on the right-hand side under website integration. Click here for a brief instructional video.

How do I add or delete a user on the BluePay Gateway?

Deleting a User — After logging in to BluePay Gateway, go to Admin>Accounts>List. Using the Actions button, select List Users. Click on the user you wish to delete. Select Edit, type “Deleted” in the Status section, and hit Save.

Adding a User — After logging in to BluePay Gateway, go to Admin>Accounts>List. Using the Actions button, select Add User. Enter the user’s first and last Name, create a login name for the user, provide an email address for the user and click Add User. Once created, you will have to assign the permissions or rights available to that specific user.

Do you supply terminals that are EMV compatible?

BluePay has all of the latest terminals and processing solutions that are available today, including EMV. Click here to see a list of EMV-enabled compatible terminals. Please contact us to discuss pricing.

I am moving locations. Do I need to reprogram my terminal?

The terminal isn't tied to any specific line or phone number at your business location, but we do recommend that you contact us so that we can update our records, as well as the receipts that print from the machine.

Will the software I currently use be compatible with your system?

BluePay can connect to a variety of software programs, shopping carts and custom solutions. Please click here to view our compatibility list and check out the Developers section of our website to see our APIs and available plugins.

Will the equipment that I have work with your system?

We understand there isn’t just one option when it comes to credit card terminals, and we do our best to be able to work with as many terminal manufactures as we can. Please click here to view our compatibility list.

Do you have mobile options to process credit cards?

BluePay is proud to partner with CardFlight to offer EMV mobile credit card processing through the SwipeSimple application. The solution allows you to dip EMV/chip cards, swipe mag stripe cards, or manually key transactions on the go using a smartphone or tablet with Internet or data connection.

How do I reconcile ACH transactions?

Please log in to BluePay Gateway. Using the menu on the left side, select Processing>Transactions> Trans Search. Change the scope to All Subaccounts All Users. Make sure the Payment Type is Check/ACH, then click search. Export the results CSV. Once exported, sort by the Backend ID. The Backend ID will also be located on your bank statement. The transactions with the same Backend IDs are all part of the same batch and would have been funded together.

Where do I locate my statements?

To view and/or download your monthly processing statement, log in to BlueView Merchant Portal. You should have received login credentials when your merchant account was approved. To request a new password, click ‘Forgot Password’ and a new password will be sent to the email address we have on file. Once you are logged in, click on the Statements option on the left-hand side and select the months for the statements you’d like to view.

BluePay Processing, LLC is a registered ISO of Wells Fargo Bank, N.A., Concord, CA, 94524 U.S.A.
BluePay Canada ULC, is a Registered ISO/MSP of Peoples Trust Company, Vancouver, Canada.