Support
​If technical support is needed please contact Alliance Bankcard’s support center:
(616) 458-8889 or email us at [email protected]

​Frequently Asked Questions

​Quick Reference Cards

​HOW LONG DOES IT TAKE TO BE APPROVED?
Most accounts are approved within 24 hours of receiving all necessary paperwork. Once approved, we will inform you of your acceptance and begin the process of programing/delivering your equipment.

HOW LONG DOES IT TAKE FOR FUNDS TO TRANSFER TO MY ACCOUNT?
Funds are generally deposited into your checking account within 48 business hours.

I OPERATE MY BUSINESS OUT OF MY OFFICE AT HOME. CAN I GET AN ACCOUNT WITH YOU?
We gladly accept home-based businesses as long as our underwriting criteria are met.

DO I NEED TO PURCHASE ANY EQUIPMENT?
Most equipment can be re-programmed without the need to purchase anything new. We will verify to the best of our knowledge the ability to re-program any equipment you already have. If you wish to upgrade your equipment we will quote you a purchase price and lease price for new equipment.

DO I RECEIVE ANY TRAINING ON THE EQUIPMENT OR SOFTWARE?
Yes you do. Training is an integral part of our service.

WHAT CREDIT CARDS CAN I ACCEPT?
All merchants will have the ability to accept Visa, MasterCard, Discover, and American Express credit and debit cards. Also retail merchants can accept debit/ATM cards issued by all national and regional ATM networks with the use of a PINpad for customers to enter their PIN number. 

WHAT IS PASS THRU PLUS PRICING?
Pass thru pricing is a commonly used methodology used to bill merchants for their processing activity. Simply, the interchange cost assessed by Visa, MasterCard, and Discover is passed thru to the merchant. In addition, the processor will charge a small processing fee on the transactions. This methodology allows the merchant to benefit from having the transaction qualify at the lowest possible interchange category.

WHAT IS INTERCHANGE?
Visa, MasterCard, and Discover transactions are driven by an interchange-based system. Interchange is a fee paid by the Visa, MasterCard, and Discover member institution that processes the transaction on behalf of a merchant (the acquirer) to the member institution that issued the card to the consumer (the issuer). Interchange rates are determined by Visa, MasterCard, and Discover but the fees are not retained by the associations who act as intermediaries between the members on either end of the transaction. Interchange expense are deducted from transaction volume at the time of settlement from issuers to acquirers. For example, if a merchant requests settlement for $100 and the transaction is subject to an interchange rate of 2%, then the acquirer receives only $98 from the settled transaction.

WILL MY BUSINESS RECEIVE A STATEMENT THAT REPORTS ON THE TRANSACTIONS PROCESSED?
Yes. Every month you will receive a paper statement in the mail with detailed information on all deposits into your account, your total sales volume, and charges. These are mailed automatically at the beginning of each month. We also have available our online reporting tool, which delivers total transparency, giving you a clear understanding of your payment processing program. Generate your own easy-to-read reports with detailed breakdowns of your transactions, deposits, settlement, batches, and fees. Compare your previous and current month’s effective rate, along with swiped versus non-swiped activity, to keep your fees as low as possible.

WHAT’S THE DIFFERENCE BETWEEN A CREDIT CARD AND A DEBIT CARD?
A credit card is a card that allows a consumer access funds in a credit line set aside for that user. When the purchase is made, and settlement occurs, funds are drawn from the credit line and deposited to the merchant’s account. On the other hand, a debit card is a payment card whose funds are withdrawn directly from the cardholder’s checking account. With an on-line debit card, the customer must enter a PIN to authorize payment at the time of sale (and the funds are settled through a debit network). In the case of off-line debit cards (generally with Visa or MasterCard logos) the customer signs a receipt, as would be the case in a credit card transaction and a PIN is NOT required to authorize the transaction. In this case, the funds are transferred after batch settlement.

WHAT IS ADDRESS VERIFICATION SERVICE (AVS)?
Address Verification Service (AVS) is a fraud prevention service that validates a cardholder’s address (provided during a transaction) against the card issuer’s records. This service is provided as part of a credit card authorization for mail order/telephone order/Internet transactions. A code is returned with the authorization result that indicates the level of accuracy of the address match and helps secure the most favorable interchange rates. Note that if AVS returns a “no match” result, it is up to the merchant to decline the transaction; it is generally not stopped automatically by acquiring institution.
Alliance Bankcard does not charge a fee to process AVS. We provide this service at no charge so all our merchants can utilize AVS to help prevent fraud transactions.

WHY AM I BEING ASKED TO PROVIDE ADDITIONAL DOCUMENTATION ON A TRANSACTION?
The reasons for the request of additional documents can vary but most commonly it is because the transaction in question needs to be validated, or checking to see if there is a signature authorizing the charge and acknowledging the terms of the sale or looking to see if the product is presold.

WHAT IS A CHARGEBACK?
A cardholder may dispute a credit card charge for many reasons, and when they do it is “charged back” to the merchant by the cardholder’s bank. If the transaction is charged back, the merchant will have an opportunity to rebut the cardholders claim. If the cardholder’s claim is determined to be invalid, the chargeback will be returned. Contact Us if you have received a Chargeback Notice. We will help you through the process any way we can.
Visit our Chargebacks and Preventing Chargebacks pages for more information.

HOW LONG DOES A CUSTOMER HAVE TO DISPUTE A CHARGE?
The cardholder is within his/her legal rights to begin procedures to dispute the charge up to six months after the date of sale, although in extreme cases the charge may be disputed up to 3 years after.

WHEN I PROCESS A CREDIT CARD I RECEIVE A “NO LINE” OR “WAITING FOR ANSWER” RESPONSE. WHAT SHOULD I DO?
Check to see if the telephone cord is properly connected to the port in the back of the terminal labeled “line”. Make sure the telephone line is an analog line and is receiving a dial tone. If there is no dial tone, please contact your telephone company. If you have a dial tone all of the above and the terminal continues receiving the same response, please contact our technical support at 866-873-8889.

WHAT DOES IT MEAN WHEN I GET CALL CENTER OR CALL ND?
The issuing bank is requesting a voice authorization on the cardholder. Please call you voice authorization number. The voice authorization center withe either approve or decline the transactions. If you receive a six digit authorization number, you will have to run the transaction as a forced (off-line) transaction on your terminal. Please refer to our Quick Reference Guide section for instructions.
If you do not know your voice authorization center phone number please contact our office at 866-873-8889.

Not seeing a question you would like answered? Contact Us.
T​hese cards can assist you in the every day operation of your terminal. If you do not see your terminal listed please contact us and we’ll be more then happy to assist you.
Ingenico INGEMV2 Restaurant.pdf
click to download
Hypercom T42xx SPOS32 Restaurant.pdf
click to download
Hypercom T7 Plus Retail.pdf
click to download
Hypercom T7 Plus Restaurant.pdf
click to download
Dial Pay.pdf
click to download
Verifone SEVA321 Retail.pdf
click to download
Verifone SEVA321 Restaurant.pdf
click to download
Nurit Retail.pdf
click to download
Nurit Restaurant.pdf
click to download
Ingenico INGEMV2 Retail -cut.pdf
click to download
NURIT 8020 Retail.pdf
click to download
Ingenico INGEMV2 Retail.pdf
click to download
Hypercom T42xx SPOS32 Retail.pdf
click to download