How do I change the bank account to which my funds are transferred?
We will need a copy of a voided check for your new business account, or a letter from the bank on bank letterhead. You can fax these documents to us at (206) 418-1273. Please contact us to let us know that you request a change of your bank account on file before sending the required documentation.
Do I need a second account in order to accept cards at another location?
Preferably, yes. It is the best way for you to keep track of all transactions and deposits; it is also the best way for us to keep track of all activity, and distinguish between the different locations.
Do you have any hidden fees?
We try to be open about all of our fees and charges. All of our fees are listed on your merchant application, and explained in detail here. If you were charged a fee that you were not made aware of by your Sales Representative, please contact us to discuss it further.
What does my minimum monthly fee encompass?
Your discount rate and transaction fees are the only fees that are counted towards your monthly minimum. For a more detailed explanation, click here.
When do you deduct your fees and charges from my bank account?
There are two billing options for your account. With day end billing, your discount rate is deducted from each batch prior to our depositing the funds. Subsequently the transaction fees are deducted from your account for each individual batch. At the end of the month all your other fees are deducted (monthly minimum, statement fee, and other fees that may apply to you). Our month end billing option is available to select merchants with a good track record either from their previous processor or with us for 2 months. With this option all charges are deducted at the end of the month in one lump sum.
How long does it take after the transaction for my funds to become available?
48 business hours.
Can I have more than one bank account linked up to my merchant account?
We are only able to deposit into one bank account per merchant account. IF you would like one of your terminals to deposit into another account, you will need to open another merchant account.
Can I process for more than one business with my merchant account?
No, you will need to set up an additional merchant account with PPG, Inc. Contact your Sales Representative for more details.
Can I use my retail merchant account for Internet transactions?
Yes, we are able to associate many different types of terminals including a gateway account to one MID number. Please contact your Sales Representative or the PPG, Inc. Office to discuss your many options.
Do I need a second account in order to accept cards at another location?
Preferably, yes. It is the best way for you to keep track of all transactions and deposits; it is also the best way for us to keep track of all activity, and sort out .
Do you have any hidden fees?
We try to be open about all of our fees and charges. All of our fees are listed on your merchant application, and explained in detail here. If you were charged a fee that you were not made aware of by your Sales Representative, please contact us to discuss it further.
What does my minimum monthly fee encompass?
Your discount rate and transaction fees are the only fees that are counted towards your monthly minimum. For a more detailed explanation, click here.
When do you deduct your fees and charges from my bank account?
There are two billing options for your account. With day end billing, your discount rate is deducted from each batch prior to our depositing the funds. Subsequently the transaction fees are deducted from your account for each individual batch. At the end of the month all your other fees are deducted (monthly minimum, statement fee, and other fees that may apply to you). Our month end billing option is available to select merchants with a good track record either from their previous processor or with us for 2 months. With this option all charges are deducted at the end of the month in one lump sum.
How long does it take after the transaction for my funds to become available?
48 business hours.
Can I have more than one bank account linked up to my merchant account?
We are only able to deposit into one bank account per merchant account. IF you would like one of your terminals to deposit into another account, you will need to open another merchant account.
Can I process for more than one business with my merchant account?
No, you will need to set up an additional merchant account with PPG, Inc. Contact your Sales Representative for more details.
Can I use my retail merchant account for Internet transactions?
Yes, we are able to associate many different types of terminals including a gateway account to one MID number. Please contact your Sales Representative or the PPG, Inc. Office to discuss your many options.
Technical Concerns
How can I determine the coverage of my wireless terminal?
Pinnacle Processing Group, Inc. supports GPRS (General Packet Radio Service) wireless units through the AT&T Wireless network. Each terminal is registered on the AT&T network.
PPG, Inc. will explore supporting potential merchants currently configured through Mobitex or Motient; however, because of the growing difference between GPRS and Motient/Mobitex units and networks, PPG, Inc. encourages any non-GPRS wireless terminal merchant to consider one of the many buyout options available through our Sales Department.
Where can I find a quick reference guide for my retail equipment?
Quick reference guides can be obtained directly from our website. Locate your terminal on our Retail Equipment webpage, where you can download the quick reference guide you need in PDF format.
Whom do I contact if I require after-hours technical support?
Pinnacle Processing Group, Inc.’s Seattle based Technical Support Department is open Monday through Friday, 8:30am to 5:00pm, Pacific Time (GMT -0800). Merchants can access the after-hours Help Desk by calling our direct line (click here for phone numbers) and selecting the correct option through the main menu.
You can also contact the Help Desk directly. Depending on your Merchant Identification Number (MID#), there are two options for contacting a Merchant Support Desk after hours:
If your MID starts with a V, please call 1.800.847.2737, and select option 5.
If your MID starts with 56, please call 1.888.999.6477, and select option 1.
Where can I reorder supplies such as printer paper for my terminal?
Supplies can be attained by calling the Technical Support Department at Pinnacle Processing Group, Inc. Please contact the Technical Support Department with any supply questions, Monday through Friday, 8:30am to 5:00pm, PST, at 206.365.3931, option 1.
Why is my machine taking so long to authorize customers' cards?
There are a few reasons that credit card terminals take a longer amount of time to process credit cards. Almost always, the reasons will be simple, easy to troubleshoot, and in some relation to the phone line.
Pinnacle Processing Group, Inc. strongly recommends having a direct phone line from a phone jack to the terminal. Hubs and splitters cause interference, which ultimately leads to canceled transactions, as well as a frustrating experience. Fax machines even when they are not sending or receiving can take up the line or can cause noise that interferes with the terminal. Additionally, phone features such as call waiting and voicemail can create pauses and delays when the terminal attempts to dial for a transaction authorization.
Some static can be cleared by adding a DSL filter to the phone line that the terminal is using. These can be found at stores like Radio Shack and cost about $2.
Most terminals are built to use the old analog phone lines. When you switch over to a digital line the terminal may be able to do transactions and may not be able to batch. This is due to how data is transferred on the digital line. A transaction sends a very small amount of data, where a batch sends lots of data. Currently there is no 100% fix for this issue. Sometimes the issue can be solved and sometimes not depending on the circumstances. Also, the credit card machines will not work on a line the is a VOIP (Voice Over) only line.
What if I have questions about my statements, or account ( i.e. setting up a discover or American Express account)?
Please contact the Customer Service Department with any questions regaurding your account, Monday through Friday, 8:30am to 5:00pm, PST, at 206.365.3931, option 2.
What do I do if my credit card machine is not functioning properly or I cannot batch?
If you have any technical issues relating to the machine itself, please contact the Technical Support Department, Monday through Friday, 8:30am to 5:00pm, PST, at 206.365.3931, option 1. or call our after hours line. If your MID starts with a V, please call 1.800.847.2737, and select option 5.
If your MID starts with 56, please call 1.888.999.6477, and select option 1.
Where can I find a quick reference guide for my retail equipment?
Quick reference guides can be obtained directly from our website. Locate your terminal on our Retail Equipment webpage, where you can download the quick reference guide you need in PDF format.
Whom do I contact if I require after-hours technical support?
Pinnacle Processing Group, Inc.’s Seattle based Technical Support Department is open Monday through Friday, 8:30am to 5:00pm, Pacific Time (GMT -0800). Merchants can access the after-hours Help Desk by calling our direct line (click here for phone numbers) and selecting the correct option through the main menu.
You can also contact the Help Desk directly. Depending on your Merchant Identification Number (MID#), there are two options for contacting a Merchant Support Desk after hours:
If your MID starts with a V, please call 1.800.847.2737, and select option 5.
If your MID starts with 56, please call 1.888.999.6477, and select option 1.
Where can I reorder supplies such as printer paper for my terminal?
Supplies can be attained by calling the Technical Support Department at Pinnacle Processing Group, Inc. Please contact the Technical Support Department with any supply questions, Monday through Friday, 8:30am to 5:00pm, PST, at 206.365.3931, option 1.
Why is my machine taking so long to authorize customers' cards?
There are a few reasons that credit card terminals take a longer amount of time to process credit cards. Almost always, the reasons will be simple, easy to troubleshoot, and in some relation to the phone line.
Pinnacle Processing Group, Inc. strongly recommends having a direct phone line from a phone jack to the terminal. Hubs and splitters cause interference, which ultimately leads to cancelled transactions, as well as a frustrating experience. Additionally, phone features such as call waiting and voicemail can create pauses and delays when the terminal attempts to dial for a transaction authorization.
What if I have questions about my statements, or account ( i.e. setting up a discover or Amercian Express account)?
Please contact the Customer Service Department with any questions regaurding your account, Monday through Friday, 8:30am to 5:00pm, PST, at 206.365.3931, option 2.
What do I do if my credit card machine is not functioning properly or I cannot batch?
If you have any technical issues relating to the machine itself, please contact the Technical Support Department, Monday through Friday, 8:30am to 5:00pm, PST, at 206.365.3931, option 1.
Credit Card Processing
What happens during a typical credit card transaction?
For credit card transactions including DEBIT cards not using a PIN number: Once you have entered all the information for the transaction, your terminal transmits the data via your telephone line or internet connection to our processing center. The processing center contacts the Bank that issued the card to verify that the card is valid, and that the funds are available. The funds to cover the transaction are placed on hold in the cardholder’s account, and their available balance is reduced accordingly. The response comes back to your terminal, and the receipt is printed. At the end of the day, when your transactions are “Batched out” the funds on hold in each of your customers accounts are transferred through the ACH system, ultimately to be deposited in your Business checking account.
For PIN based DEBIT transactions: If you are equipped with a PIN PAD you can choose to run any DEBIT card presented for payment through the VISA or MasterCard network; or, by using your PIN PAD you can use the DEBIT networks shown on the back of the card. These transactions similarly result in a transmission of data from your terminal to our processing center, however the data is then sent to the appropriate DEBIT network for confirmation of the PIN number entered. If the PIN is correct and the funds are available, the funds are immediately debited from the cardholder’s checking account. It is important to note that these transactions are irreversible through the DEBIT networks, and you will have to run any credits as a standard VISA or MasterCard transaction. If you have any questions about DEBIT transactions, or would like to hear more about the potential cost savings to your business associated with accepting PIN DEBIT transactions, please contact us for further assistance.
What is the difference between a credit card and a debit card?
When you take a credit card, there is no PIN number required. Furthermore, it is not a transaction done in real time: you authorize a specific amount of money, and that amount is put on hold at the credit card issuing bank. That transaction does not actually go through until a few days later. On the other hand, payments with a debit card are PIN-based transactions that happen in real time. Once the authorization has been approved, the money is immediately removed from the cardholder's account.
Which cards can I accept besides Visa and MasterCard?
American Express, Discover, JCB (Japan Credit Bureau), Diners Club, T&E, debit cards, EBT (food stamps). We are also able to support many types of gift cards, should you choose to have your own in-store gift cards.
Do you accept transactions in other currencies besides US dollars?
No, not for accounts based in the United States. We do have the ability to set you up with an account accepting Canadian currency, but only if your business is registered in Canada.
Can I key in orders manually?
Yes, but keying in card numbers manually comes with a higher cost, and a higher risk.
Does my business name appear on my customer's credit card statement?
Yes. We have the ability to have it include information like your phone number, etc. There is a limited number of characters provided, but we can work with you to create what would work best for your company, to help prevent confusion when people see their statement.
How do I set my account up to accept American Express and Discover, and what are the fees?
Pinnacle is able to set up an American Express or Discover account for you. There are no setup fees related to either two. Once the accounts are established, American Express and Discover will send you a statement of all the applicable fees related to your account.
What is the difference between a credit card and a debit card?
When you take a credit card, there is no PIN number required. Furthermore, it is not a transaction done in real time: you authorize a specific amount of money, and that amount is put on hold at the credit card issuing bank. That transaction does not actually go through until a few days later. On the other hand, payments with a debit card are PIN-based transactions that happen in real time. Once the authorization has been approved, the money is immediately removed from the cardholder's account.
Which cards can I accept besides Visa and MasterCard?
American Express, Discover, JCB (Japan Credit Bureau), Diners Club, T&E, debit cards, EBT (food stamps). We are also able to support many types of gift cards, should you choose to have your own in-store gift cards.
Do you accept transactions in other currencies besides US dollars?
No, not for accounts based in the United States. We do have the ability to set you up with an account accepting Canadian currency, but only if your business is registered in Canada.
Can I key in orders manually?
Yes, but keying in card numbers manually comes with a higher cost, and a higher risk.
Does my business name appear on my customer's credit card statement?
Yes. We have the ability to have it include information like your phone number, etc. There is a limited number of characters provided, but we can work with you to create what would work best for your company, to help prevent confusion when people see their statement.
How do I set my account up to accept Amex and Discover, and what are the fees?
Pinnacle is able to set up an American Express or Discover account for you. There are no setup fees related to either two. Once the accounts are established, American Express and Discover will send you a statement of all the applicable fees related to your account.
Check Processing
What are my options when it comes to accepting checks?
There are two types of check acceptance:
Check Verification: This is a process that screens checks and check writers against a "negative database" of "bad check writers". This is done at the point of sale when the customer presents a check as payment. This service is performed using your point of sale terminal(or a real-time internet process)to access one of these large negative databases and compare the new transaction against the list. If the customer has a history of bad checks,the transaction will be declined.If they are not in the database for bounced checks,they are approved.
Check Guarantee: This is a program in which you are guaranteed to be paid on your checks. It is a type of insurance provided to merchants. Each check you accept is verified.The check guarantee company lets you know whether the check writer has any outstanding unpaid bad checks.This is completed by running the check through a check reader or by keying the check information into a terminal.If it shows that there are no outstanding checks in the system,the check guarantee company issues an approval and an authorization number which means you are guaranteed payment for that particular check.
I already accept credit cards through PPG, Inc. Why should I accept checks?
Yes, you can use both credit card processing and check processing services together.
Can I use both credit card processing and check processing services?
Accepting checks is another way to meet your customers needs. For those customers who prefer to pay by check, we offer check processing services.
Can I accept checks over the Internet?
Yes, you can accept checks over the Internet.
I already accept credit cards through PPG, Inc. Why should I accept checks?
Yes, you can use both credit card processing and check processing services together.
Can I use both credit card processing and check processing services?
Accepting checks is another way to meet your customers needs. For those customers who prefer to pay by check, we offer check processing services.
Can I accept checks over the Internet?
Yes, you can accept checks over the Internet.
Miscellaneous Issues
What information should I provide to PPG, Inc. when I call, email or fax?
Business name, your merchant identification number (MID), contact name and number, and the nature of business. If you need to fax a voided check or other sensitive document to us, please call before sending to let us know.
I have misplaced my Sales Representative's contact information. Can I contact him/her through you?
We can provide you with their contact number, but if your Sales Representative is an outside agent and does not work in this office, it is difficult to pin them down in a specific location. All of our sales reps have cell phones and we would be happy to provide you with that number.
Will my personal and financial information be shared with other companies?
Only per your request. When we set up your account to accept American Express, Discover, or a different external processor, we have to share your financial and personal information. We will never share such information for any other purpose without your prior approval. Please review PPG, Inc.'s Privacy Policy for further details on how your information is handled.
Please Contact Us for more information.
I have misplaced my Sales Representative's contact information. Can I contact him/her through you?
We can provide you with their contact number, but if your Sales Representative is an outside agent and does not work in this office, it is difficult to pin them down in a specific location. All of our sales reps have cell phones and we would be happy to provide you with that number.
Will my personal and financial information be shared with other companies?
Only per your request. When we set up your account to accept American Express, Discover, or a different external processor, we have to share your financial and personal information. We will never share such information for any other purpose without your prior approval. Please review PPG, Inc.'s Privacy Policy for further details on how your information is handled.
Please Contact Us for more information.
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