Frequently Asked Questions2022-03-15T09:55:01-06:00
Frequently Asked Questions

Account Access & Reconciliation

Q: Why do I need access to both PaymentSpring Gateway and Transaction Summary?

A: PaymentSpring is the secure engine behind your software solutions that runs payments and collects your transaction information. PaymentSpring offers real-time transaction and batch payment reporting.

Transaction Summary reports are available for you to review settlement batch details, fee statements, and chargeback information.

Q: How do I set up my accounts to transfer funds between my bank account and my payment acceptance account?

A: To facilitate payment of funds and payment of fees, you must authorize your bank to allow PaymentSpring to debit your account using the National Automated Clearing House Association (NACHA) Company IDs for fees and returns. Failure to do so could result in a hold on your PaymentSpring Gateway merchant account.

Your bank will need the following information to set up your credit card funds transfer details:

  • Descriptor (the label that will appear on your statement): TSYS PYMT PROC (CC)
  • Bank Name: Wells Fargo
  • NACHA Company ID: 9470259043

If you will be accepting ACH transactions, your bank will also need to set up the following details to transfer ACH funds:

  • Descriptor (the label that will appear on your statement): PaymentSpring Remittance
  • Bank Name: Wells Fargo
  • Company ID: 6470751402

Q: When are my funds remitted?

A: Credit card funds are remitted in two (2) business days, post settlement. ACH funds are remitted in three (3) business days. Gateway automatically settles your approved transactions on a daily basis to ensure timely delivery of funds.

Q: When will my processing fees be debited from my account?

A: Credit card and ACH processing fees will be debited from your account separately.

CC Fees – Credit card processing fees will be auto-debited from your bank account the following month on the second business day. Access your monthly credit card fee statements via Transaction Summary 24/7.

ACH Fees – An ACH fee statement will be emailed to the contact address provided on the merchant application on/around the 10th of the following month. ACH processing fees will be auto-debited from your bank account the following month on/around the 20th.

Affiliate Program

Q: What is the PaymentSpring Affiliate Program?

A: Our Affiliate Program is a referral program that earns you money on every customer you refer to PaymentSpring that opens an account and processes payments through PaymentSpring.

Q: Is there a fee for participating in the affiliate program?

A: There is no fee to participate in our program, just revenue share for you, based on the business your signed customers run through PaymentSpring.

Q: How do I move all of my accounts (customers) over to PaymentSpring seamlessly?

A: Your dedicated account manager and sales rep will help coordinate the resources needed to ensure a smooth transition.

Q: Can I try the platform before I sign up?

A: Yes, for a demo of the partner portal where you can monitor and assist your clients, give us a call and let you show us around.

Q: What does the PaymentSpring API look like?

A: Check out our developer docs for all your API questions:

Q: What information do you need from me if I choose to participate in the affiliate program?

A: We just need standard business information to get a referral partnership agreement started between your company and PaymentSpring.

Q: Is there a minimum number of customers needed to participate?

A: No, there is no minimum.

Q: Is there a minimum annual volume that my customers need to have?

A: No, there is no minimum.

Q: How long does it take to get set up?

A: The typical setup can take between one and three days.

Q: Do you have reoccurring payment options?

A: Yes, your customers can offer recurring payment or donation options through any of the PaymentSpring payment channels they select.

Q: How do I move my pre-existing customers onto the PaymentSpring platform?

A: You will work with your assigned account manager or sales rep to securely move the records from your current provider.

Q: Does PaymentSpring help with marketing?

A: Yes, we offer supporting materials to help you get the word out.

Q: Do I need to give PaymentSpring my customer list?

A: This is not required, but it is recommended so we can help you build a plan for converting your current customers to your new program. Either way, you will work with your program manager to build a plan that works for you.

Q: Do you have set pricing?

A: All pricing is negotiable per relationship.

Q: How competitive is the pricing for my customers?

A: We strive to make pricing as competitive as possible to motivate your clients to move over to your new relationship program.

Q: Do I have to hand-hold the merchants through the process, or can I rely on PaymentSpring to do everything?

A: We’ll do all the work for you, if you wish.

Q: Can I sign customers up myself?

A: You will have the ability to sign customers up on your own. The process is quick and easy.

Q: How are residuals figured?

A: Residuals are a percentage of net revenue on bank card and ACH transactions.

Q: How often do I get residual payments?
A: Residual payments occur monthly, but only if the $100 minimum has been reached. If you’ve earned less than $100 over the course of the month, those funds will be held until a future month, when your total residual amount exceeds $100.

Q: How long do I receive the residuals from my clients?
A: You will receive residuals from your clients for as long as you have an active agreement with us, and your referred merchant is doing business with PaymentSpring under a valid agreement.


Q: What is a chargeback?

A: A chargeback is an activity that occurs when a cardholder disputes a transaction on their card account through their issuing bank. A chargeback can occur for a number of reasons including but not limited to:

  • defective merchandise
  • recurring payment was not stopped as agreed
  • fraud

During the chargeback process, funds related to a disputed transaction are adjusted, resulting in financial changes to both the cardholder and the merchant until such time as the case is resolved.

Q: What is a retrieval request?

A: A retrieval request is an activity that occurs when a cardholder does not recognize a transaction on their card account and reaches out to their issuing bank to request more information. A major difference between a retrieval request and a chargeback is that during the retrieval request process, none of the funds related to a transaction in question are adjusted. A retrieval request may result in a chargeback if appropriate information is not supplied during the retrieval request process.

Q: What is the difference between a refund and a chargeback?

A: A refund generally occurs between a merchant and a cardholder and results in full or partial credit to the cardholder’s account for a specific transaction. Additionally, a merchant generally receives the goods and/or services back from the cardholder in exchange for applying the credit back to their account. A chargeback occurs when a cardholder works through their issuing bank to attempt to receive a credit for a specific transaction or a group of transactions and may not result in a return of funds back to the cardholder.

Q: How do I know if a payment was charged back?

A: You will receive a chargeback notification from TSYS Merchant Solutions via fax or USPS mail. This notice includes the reason for the dispute, amount and date of the transaction, the last 4 digits of the card number, as well as a case number and rebuttal deadline. Also, your next daily remittance will be net the adjustment of the chargeback amount.

Q: How do I know if a payer submitted a retrieval request?

A: You will receive a retrieval notification from TSYS Merchant Solutions via fax or USPS mail. This notice includes the reason for the inquiry, amount and date of the transaction, the last 4 digits of the card number, as well as a case number and rebuttal deadline.

Q: As a merchant, what do I need to do, if I receive a chargeback or retrieval request?

A: Using the case number and rebuttal deadline provided, you should forward documentation to support the transaction. This documentation includes, but is not limited to, a copy of a contract or receipt signed by the payer, a confirmation number and/or email, as well as proof of an existing partial or full refunds.

Q: Are there any fees associated with a chargeback or retrieval?

A: Your merchant account may include a chargeback and/or retrieval fee. Please refer to your merchant agreement for pricing details.

Q: Are there any steps I can take to protect myself from receiving a chargeback?

A: To reduce the risk of chargebacks, we suggest that you communicate clearly with your customers. This includes obtaining and storing a payer’s written request and authorization for payment, including receipt with client signature and/or agreement, if required. Using the DBA Name and phone number you provided to PaymentSpring, a payer will be able to recognize the transaction on their bank statement and contact you directly with any concerns.

To avoid chargebacks, be sure to respond to your customers in a timely manner. If you find that you are receiving several inquiries either directly from your clients or via retrieval requests and chargebacks, please contact our Client Services Team to review the account info you provided. In addition, we recommend the use of the CVV code and full AVS, which includes verification of the billing address and zip code.

Q: In the event of card testing, could I be subject to chargebacks?

A: When a fraudster gets a successful transaction to process, the cardholder is charged. The cardholder has a right to submit a chargeback for an unauthorized transaction resulting in associated fees. If a successful fraudulent charge is processed and the charge isn’t immediately refunded, it’s likely that a chargeback will follow.

You can take proactive steps in avoiding chargeback fees by monitoring your payment activity and processing refunds where applicable in a timely manner. For further information on card testing and how it affects you, consider contacting our Client Services line for support.

Checkout Widget

Q: Do I need to hire someone to implement a button or form?

A: Not at all. With PaymentSpring Checkout Widget, you answer a few simple questions, then copy/paste the code to your website. With a quick refresh of your site, you will instantly see your new button or form appear – fully functional.

Q: How do I decide between a button and a form?

A: Choose a button when…

  • You don’t want the form fields to appear on your content page.
  • You need multiple forms on a single page.
  • You want the form to pop up as its own page.

Build a form when….

  • You want the form to be available on the page with no additional clicks.
  • You only need one form for your page.

Q: How do I make changes to my published form or button?

A: Log into your dashboard, select the widget you want to update from the “Current Widgets” list and make your updates on the settings tab.

The changes will be made to your page automatically, so there is no need to use “copy to checkout” to re-copy the code to your page.  Simply refresh your website to see the changes.

Q: What do I do after I copy code from PaymentSpring?

A: Go to your own website’s code (via script, or your content management tool) and paste in the appropriate location.

Q: Can a donor cover the processing fees through the checkout form/button?

A: Yes. Using the “Donation Costs” option, you can offer an “Additional Donation” checkbox. Choose between a percentage or a fixed amount. Note: this feature is ONLY available to charitable/nonprofit businesses due to card brand regulations.

Q: How many buttons can I have?

A: However many you need. There is no limit, and additional widgets are easy to implement. To add additional widgets, just start at “create a new widget.”

Q: Can I offer both credit and ACH? Can I offer just one, if I want?

A: Yes. In the Payment Methods section, use check boxes to select credit, ACH (bank account) or both.

Q: Can I offer a recurring donation option?

A: Yes. Select “yes” in the Monthly Payment section to activate the checkbox, and create a name/label of your choice for the checkbox (e.g.  “Make my donation monthly”).

Q: Can I convert a customer payment to recurring?

A: Yes. You can convert any payment to recurring with a few quick clicks through the customer records in your dashboard.

Q: My customer made a recurring donation, but wants to change the date…can I do that for them?

A: Yes, via the customer record tab in your dashboard—you can easily unsubscribe from the current subscription and create a new one.

Q: What do I do if I have a need the checkout widget doesn’t appear to solve?

A: Call us and we’ll walk through your need and determine the best integration or plug-in solution for you. We will weigh your need and your resources to find the best fit for you.

Q: How many different funds can my donors choose from through the checkout form?

A: As many as you want. Use the “Payment Allocation” to “add options” in the widget.

FinCEN Beneficial Ownership Rules

On May 18, 2018 FinCEN enacted changes pertaining to entities completing a merchant application. 

Q: Why am I being asked for my personal information on my merchant account application?

A: The Financial Crimes Enforcement Network (FinCEN), a bureau of the U.S. Department of Treasury, requires all financial institutions collect these data points as part of an ongoing effort to combat money laundering. PaymentSpring is not a financial institution. However, the financial institutions that sponsor PaymentSpring’s account activity (First National Bank of Omaha (FNBO) and Wells Fargo) are required to comply with FinCEN’s rules. They have pushed these requirements to the merchant processing contract process since we are effectively opening accounts for merchants on their behalves.

To learn more about the rules related to the collection of Beneficial Owner information, visit the Federal Register publication regarding FinCEN’s final rules.

Q:  What is FinCEN?

A:  The Financial Crimes Enforcement Network (FinCEN) is a bureau of the United States Department of the Treasury that collects and analyzes information about financial transactions in order to combat domestic and international money laundering, terrorist financing, and other financial crimes.

Q:  Why are the changes being made?

A:FinCEN is imposing new customer due diligence requirements in their continued effort to detect and protect against fraud, money laundering and other financial crimes.  These new requirements are considered to be a fifth pillar of Anti-Money Laundering (AML)/Bank Secrecy Act (BSA) compliance programs.

Q:  What changes are being made?

A:  This depends on the tax classification of the institution.

  1. All IRS Tax Classifications, including Tax Exempt Organization/501c3:
  • An individual with Managerial Control must be identified. Managerial Control is defined as having significant responsibility to control, manage, or direct a legal entity customer.  (This person may or may not be the Authorized Signer.)
  • The person identified as having Managerial Control must provide the following:
    • Full Name
    • Title
    • Email Address
    • Date of Birth
    • Social Security Number
    • Home Address

NOTE: ONLY the individual identified as having Managerial Control must provide the above information.  If the Authorized Signer is different than the person with Managerial Control, the Authorized Signer does NOT have to provide a Social Security Number.

  1. Government IRS Tax Classification:
  • Only an Authorized Signer has to be identified, as Government entities are exempt from FinCEN Beneficial Ownership requirements. However, due to a limitation within Online Sign Up, the applicable FinCEN Beneficial Ownership fields, except SSN, remain required.

The user can either provide legitimate information, or the user can provide the following information:

  • Enter 1/1/1999 as Date of Birth
  • Enter the institution address as Home Address
  • Enter the institution phone number as Home Phone Number

Q:  What if the person reviewing the landing pages does not have Managerial Control and is not an Authorized Signer?

A:  The new FinCEN Beneficial Ownership requirements must be completed within the landing pages.  Therefore, the person reviewing the landing pages must have the required information for the person with Managerial Control, including home address, date of birth, and Social Security Number.

 NOTE: If the Authorized Signer is different than the person with Managerial Control, the Authorized Signer does NOT have to provide a Social Security Number.

Once through the landing pages, the person completing the landing pages can forward the signing package on to the Authorized Signer.

Q:  Is the person designated as having Managerial Control held liable for activity on the account?

A:  No, collection of the information is done solely for the purpose of satisfying the Customer Due Diligence requirements imposed by the Beneficial Ownership rules.

Q:  How does PaymentSpring safeguard any Nonpublic Personal Information and Personally Identifiable Information?

A:  PaymentSpring, LLC, a Nelnet Company, is bound by the Nelnet Corporate Privacy policies, which are designed to protect and all Nonpublic Personal Information and Personally Identifiable Information we are required to collect as part of doing business and to comply with applicable privacy laws.  This includes data retention requirements and following appropriate notification in the unlikely event of a data breach.

Our privacy policy can be found on our website,  Our security procedures are addressed in this policy, and include the following:

We take careful steps to safeguard customer information. We restrict access to your personal and account information to those employees who need to know that information to provide Services to you, and we regularly train our employees on privacy, information security, and their obligation to protect your information. We maintain reasonable and appropriate physical, electronic, and procedural safeguards to guard your Nonpublic Personal Information and Personally Identifiable Information and we regularly test those safeguards to maintain the appropriate levels of protection.

Q:  What if no one at the institution is willing to provide the information FinCEN is now requiring?

A:  The institution will not be able to offer credit cards as a payment option.

PCI Compliance

Q: What is PCI Compliance and why do I have to do it?

A: PCI stands for Payment Card Industry. PCI DSS, often referred to as PCI compliance, is the Payment Card Industry Data Security Standard. PCI DSS is best summed up as card protection. It’s the standard anybody who touches card data in any way is expected to follow to better protect the integrity of that data and lessen the likelihood it can be compromised.

PaymentSpring is certified as a Level 1 Service Provider. The Level 1 certification process involves a complete audit of data security policies and practices by an outside auditor, or a Qualified Security Assessor (QSA), who is certified by the Security Standards Council. That audit must ensure, to the auditor’s and company’s own satisfaction, all measures being presented are in place 24/7/365, not just once a year.

Any business handling card payment data must also be PCI compliant. Merchants using the PaymentSpring solution correctly should have little to no interaction with a user’s actual card number due to encryption and tokenization. While this doesn’t unburden businesses entirely, it does greatly reduce the merchant’s PCI DSS scope.

For more information regarding the PCI Security Standards Council, go to To learn more about PCI, see our PCI section.

Q: What is an SAQ?

A: SAQ stands for Self-Assessment Questionnaire and is a self-validation tool to asses a merchant’s level of cardholder data security. There are different SAQs available for a variety of merchant environments.

Q: How long do I have to complete PCI Compliance?

A: You must complete a Self-Assessment Questionnaire (SAQ) with our PCI DSS-approved qualified security assessor (QSA), Aperia Solutions, within 90 calendar days from the date of your welcome email.

Q: What does the PCI questionnaire process involve?

A: With PaymentSpring, the process is simple.

  • The online PCI Wizard will guide you and tailor the questions per your responses.
  • No IT experience is required; however, it may be helpful to have your IT team on hand for questions regarding your internal network.
  • Depending on your SAQ, an accompanying quarterly external scan may be required to identify any weaknesses in your network.
  • Once you have completed the SAQ and initial passing scan, the subsequent quarterly scans can be set to occur automatically with little to no intervention.
  • For extra assistance, use this attached guide to help step you through the process.

Q: It asks me to complete the form based on “how I process payments.” How do I answer if I don’t accept payments yet?

A: Even though you are new to accepting payments, you should answer the questionnaire based on the manner in which you plan to utilize PaymentSpring once you’re setup.

Q: If I completed an SAQ with another PCI DSS-approved QSA within the last year, do I need to complete a new SAQ?

A: A PCI Self-Assessment Questionnaire (SAQ) can be answered specific to your services with a single payment vendor or multiple vendors, if your business utilizes more than one payment service. If your existing SAQ covers the manner in which you will utilize PaymentSpring, you can simply forward your current passing SAQ and, if applicable, your most recent quarterly scan documents to

When communicating with the PCI Help Desk, please reference your DBA name, eight (8) digit MID number and Tax ID. Upon receipt, the documents will be uploaded and your account status will be updated accordingly.

Q: Is the PCI compliance assessment difficult?

A: Because our solutions take the majority of the PCI compliance burden off your hands, most of our customers qualify for the basic questionnaire, making the process pretty pain-free. There are cases where systems are more complex and have additional requirements – like systems audits – but Aperia is here to help you through the whole process.

Q: What PCI compliance fees should I be aware of?

A: A monthly PCI compliance fee is required by MID and will be included on your first credit card fee statement. Should your account not show a status of “compliant” by the 90 calendar day deadline, an additional monthly “PCI-DSS Non-Compliance Fee” per MID is required and will be added to your monthly statement. Upon a status change to “compliant,” the non-compliance fee will be removed from your account and no longer charged the remainder of the year. You can access this information via your monthly statement at

Q: Once I’m PCI Compliant, will I ever have to complete the survey again?

A: Yes, you are required to renew your PCI SAQ annually. You should receive email reminders prior to expiration. To ensure you don’t miss your deadline, we recommend putting a reminder on your calendar.

Depending on the PCI scope and the SAQ type recommended for your business, a quarterly network scan may be required in addition to the annual SAQ. Once you’ve completed the initial SAQ and passing scan, the subsequent scans can be set to occur automatically with little to no intervention. Once complete, you will receive a scan summary report via email. 

Q: Who do I contact if I have questions about my PCI compliance process?

A: For assistance accessing and/or completing the questionnaire, the PCI Help Desk is happy to help.

Representatives are available Monday through Friday, 9 a.m. to 5 p.m. CST. Please reference your DBA name, abbreviated eight (8) digit Merchant ID (MID) number and Tax ID.

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