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Charge a Credit Card


As a ProPay account holder you possess a true merchant account! This gives you the ability to increase your sales by accepting credit card payments from your customers.


1.    How do I charge a credit card?
2.    What is the fee to charge a credit card?
3.    How long does it take before I can transfer the funds?
4.    What information is required to process a credit card?
5.    What documentation should I retain for my records?
6.    What information should be included on my receipts for my customers?
7.    How do I process a credit card by phone?
8.    What should I do if I received a declined message?
9.    What should I do if I received a message that the card number is invalid?
10.    What should I do if I received a message that the card has expired, but it has not?
11.    Can I refund or void a credit card charge that has been processed?
12.    Can I process a card from outside the United States?
13.    What is the difference between charging a credit card versus a debit card?

1. How do I charge a credit card?

Processing a card is simple. Please click here to read our tutorial


2. What is the fee to process a credit card?

The fee for processing a credit card is as low as 2.69% + $0.25 per transaction, and is dependent on your account type. To view the processing fees associated with your account, log in and navigate to the Edit Profile Page, located under the My Account menu option.


3. How long does it take before I can transfer my funds?

A credit card transaction usually takes about 2 to 3 business days to settle in your ProPay Account. You will know that the transaction has settled when it is reflected in your Available Balance displayed on your My Account Page.


4. What information is required to process a credit card?

We require you have the following information ready before processing a credit card transaction:

•    The card number and expiration date

•    The ZIP code (where the customer's credit card statements are sent)

•    Amount


5. What documentation should I keep for my records?

You should keep a copy of your customer’s receipt for your records. These must be kept securely and for at least 3 years following the date of completion.


Keeping good records greatly increases your chances of avoiding chargebacks, and winning them should they arise. Also, our Risk Management department may request such documentation from time to time for verification purposes.

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6. What information should be included on my receipts for my customers?

You should include the following information on a receipt for each transaction you process through ProPay:

•    your business name or identifier (ie your ProPay Account e-mail address, your name)

•    last 4 of the card number

•    card expiration date

•    date of the transaction

•    brief description of the goods or services involved

•    transaction authorization number (provided by ProPay after a successful transaction)

•    total amount of the sale or credit transaction (including any applicable taxes)

•    cardholder’s signature (where possible)

•    your policy on returns and refunds


7. How do I process a credit card by phone?

In order to process credit cards over the phone, you must first have phone-processing capabilities with your ProPay account. Phone processing comes standard with the higher-level ProPay accounts. You must then designate a PIN by choosing Edit My Profile Page located under the My Account menu option. Once you PIN has been designated, follow these simple instructions by clicking here.


8. What should I do if I received a declined message?

The decline you're getting comes from the card-issuing bank, not ProPay, and can be caused by a number of reasons. For instance, one reason a card is declined is because it has not been activated. Other reasons may be that the card is over the credit limit, or the card-issuing bank will not allow the card to be processed.


When a card is declined, ProPay recommends that you contact your customer and have them contact their card-issuing bank to resolve the decline. You may also ask them for another form of payment.


9. What should I do if I received a message that the credit card number is invalid?

If you've received an invalid credit card number message, the number is either invalid or has been entered incorrectly. You should verify the credit card number with your customer or try again to process the transaction, being sure to enter all the digits correctly. Processing transactions using the MicroSecure™ Card Reader prevents this particular issue. Click here for more information.

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10. What should I do if I received a message that the credit card has expired, but it has not?

We have seen this problem a few times before. Believe it or not, a computer set to an incorrect year is usually the cause. One ProPay merchant had a computer set to the year 2301. So naturally an expiration date of 01/08 wouldn't work.

To find out if you have that problem, just put your cursor on the little clock on the lower right hand corner of your screen. Click the right button on your mouse, then select adjust date and time. You'll see what your computer is set to, and you can fix it, if you need to.


11. Can I refund or void a credit card charge that has been processed?

Refunding, or crediting, a card is a simple thing to do from your ProPay account. However you need to have enough money in your ProPay account to cover the amount to be refunded. Refunding a credit card costs $0.35.


If you don't have enough money in your ProPay account to cover the refund, you can add funds easily. Simply mouse over the Transfer Funds tab and select Add Funds; or use the Process a Credit Card link to add funds from a credit card.


A quick note: if you refund a transaction on the same day you entered it (before 2:00 p.m. Mountain Time), the transaction will be voided (erased) and no fees will be charged. You will not be able to refund a pending transaction after the 2:00 p.m. deadline until the transaction settles.

Once you have money in your ProPay account to cover the transaction, you can refund the card. To do so:


1.    Log into your ProPay account.

2.    Click Completed or Pending (depending on the status of the transaction) under the Reports heading on the right side of the page.

3.    Find the transaction to be refunded, and click the number next to it.

4.    Enter the amount to be refunded into the refund box.

5.    Click Submit and the refund will be processed.


ProPay recommends you let your customer know that you will be refunding the card, so he or she knows what to expect.


12. Can I process a card from outside the United States?

Depending on your account type, you may process Visa®, MasterCard®, Discover®, and American Express® branded cards from any country.  However, all transactions must be submitted in U.S. Dollars. The credit card associations will make the currency exchanges so your customer will be charged in his or her native currency.


You assume significantly more risk when processing a card from outside the United States or Canada. These types of transactions may require further review.  Click here to learn more about foreign transactions.


13. What is the difference between charging a credit card versus a debit card?

For ProPay merchants there is no difference. You pay the same low rate regardless of whether the card is a credit or debit card. Traditional merchants typically pay different rates when accepting a debit card with a PIN (a PIN-based transaction), versus a regular credit or debit card without a PIN. You have the option of not accepting debit cards.

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