How can we help you today?

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We are ready to help!

Call us at 314-833-9633 or email our support team at admin@diligentpayments.com.  

 

Hours:

8am - 5pm CST, Monday - Friday

 

Emergency Support:  After 5pm and on Saturdays and Sundays please call:

877-828-0720 or 800-654-9256 

Our Support

 

No request is ever too small, we want all our customers to be happy with their merchant account and setup.  Our support team is here to help and has the best tools this industry has to offer.  Contact us for:

 

  • Issues with processing payments

  • Integrations

  • Value Added Services

  • Anything you need

 

If simply need some helpful hints on using your gateway, or questions on performing a vault transfer from a legacy gateway, and anything in-between; the Diligent Team is only a phone call away!

 

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Frequently asked questions

How do I activate my new Diligent Payment's gateway?


Activating your gateway is simple. You will receive an email directly from us with login instructions! Simply follow the link provided in the email, agree to the terms/conditions, and you’re all set! Once you’re logged in, you’ll want to bookmark the link provided, as that’s where you’ll go in the future to login to your Diligent gateway. Be sure to remember your login credentials, too!




How do I run a sale with my gateway?


1. Select "Sale" on the left side 2. Input all required fields - at a minimum, you'll need to enter the Credit Card number, Expiration Date, and an amount. Diligent Payments recommends inputting all Address/Contact information as well, to ensure you’re verifying AVS info and protecting yourself against potential fraud. 3. At the bottom, select “Charge” 4. That’s it! You’ll see a confirmation for your sale, and your customer will be emailed a receipt (if you provided an email address)




How do I Void or Refund a transaction?


1. Select “Refund” on the left side 2. Click the Magnifying Glass to search for the transaction in question 3. Use the filters to select a timeframe to search 4. On the next screen, you’ll see all transactions that match your search criteria. When you’ve located the transaction you wish to refund, select the transaction ID link 5. The next screen will show the original transaction, along with options at the top. Select Refund up top 6. Input the refund amount you wish to give back to your customer, then click the refund button to confirm




How do I create and send an invoice to my customers?


1. Select “Add Invoice” on the left side 2. Input the dollar value you’d like to charge your customer 3. Input the terms (Due upon receipt is most common) 4. If desired, you can input specific line-item details in the product section, for your customer to view 5. The only required fields are the customer’s name and email. We’d recommend inputting all data you have available, though 6. Click “Create Invoice” at the bottom, and your customer will instantly receive the request for payment. You’re all set!




How do I learn about all the features of my gateway?


See all the training videos here: https://vimeo.com/gatewayservices/videos





More on PCI

What happens if I am not PCI compliant?


The first thing that happens is that you’ll be subject to a $19.99/month fee. This fee is meant as an incentive to complete your PCI compliance. Completing your annual questionnaire will help us ensure that you’re processing cards in a safe and secure manner. If you choose NOT to complete your annual questionnaire, you subject yourself to: -Potentially unsafe or risky processing procedures, which could result in fraud or a data breach at a later date, which can cost your organization a lot of money. -Possible breaches of card association regulations. Visa/MC/Discover/Amex have very specific rules, and part of the PCI compliance process ensures that your organization is following all appropriate rules and regulations. If the card associations determine that you’re systemically breaking rules, they may choose to suspend your ability to accept credit cards. -Monthly non-compliance fees. We don’t want to see you paying these, and are here to help ensure your account is 100% compliant.




Where do I go to become PCI compliant?


All new accounts at Diligent Payments include free online access. Part of that online access includes your PCI compliance questionnaire, provided by PCI partners (Trustwave or Control Scan). Simply login with your supplied credentials, and you’ll be able to complete your entire PCI compliance requirements. Easy!




If I am already PCI compliant, can I transfer my certificate to Diligent Payments?


Yes, you usually can! We’ll need to see your certificate of PCI compliance from your current provider or PCI vendor. Once provided, we’ll update your new account to reflect your active PCI status. Please note – your current PCI compliance still has an expiration date, and we’ll apply that expiration date to your account status. So be sure to still follow up and complete PCI compliance once your current compliance expires.





Diligent Gateway

How do I activate my new Diligent Payment's gateway?


Activating your gateway is simple. You will receive an email directly from us with login instructions! Simply follow the link provided in the email, agree to the terms/conditions, and you’re all set! Once you’re logged in, you’ll want to bookmark the link provided, as that’s where you’ll go in the future to login to your Diligent gateway. Be sure to remember your login credentials, too!




How do I run a sale with my gateway?


1. Select "Sale" on the left side 2. Input all required fields - at a minimum, you'll need to enter the Credit Card number, Expiration Date, and an amount. Diligent Payments recommends inputting all Address/Contact information as well, to ensure you’re verifying AVS info and protecting yourself against potential fraud. 3. At the bottom, select “Charge” 4. That’s it! You’ll see a confirmation for your sale, and your customer will be emailed a receipt (if you provided an email address)




How do I Void or Refund a transaction?


1. Select “Refund” on the left side 2. Click the Magnifying Glass to search for the transaction in question 3. Use the filters to select a timeframe to search 4. On the next screen, you’ll see all transactions that match your search criteria. When you’ve located the transaction you wish to refund, select the transaction ID link 5. The next screen will show the original transaction, along with options at the top. Select Refund up top 6. Input the refund amount you wish to give back to your customer, then click the refund button to confirm




How do I create and send an invoice to my customers?


1. Select “Add Invoice” on the left side 2. Input the dollar value you’d like to charge your customer 3. Input the terms (Due upon receipt is most common) 4. If desired, you can input specific line-item details in the product section, for your customer to view 5. The only required fields are the customer’s name and email. We’d recommend inputting all data you have available, though 6. Click “Create Invoice” at the bottom, and your customer will instantly receive the request for payment. You’re all set!




How do I learn about all the features of my gateway?


See all the training videos here: https://vimeo.com/gatewayservices/videos