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 soon will I see funding to my bank account?


One to two day funding is standard for all accounts. Transactions that are settled after 9:00 PM EST will appear in your bank account in two business days. If your settled transactions are not appearing in your bank account two business days later, please contact our Support Team at admin@diligentpayments.com.




What is Interchange?


Interchange fee is a term used in the payment card industry to describe a fee paid between banks for the acceptance of card-based transactions.




What is PCI?


The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle branded credit cards from the major card schemes. The PCI Standard is mandated by the card brands and administered by the Payment Card Industry Security Standards Council. The standard was created to increase controls around cardholder data to reduce credit card fraud. Validation of compliance is performed annually, either by an external Qualified Security Assessor (QSA) or by a firm specific Internal Security Assessor (ISA) that creates a Report on Compliance for organizations handling large volumes of transactions, or by Self-Assessment Questionnaire (SAQ) for companies handling smaller volumes.




How do I avoid PCI non-compliance fees?


If you see a PCI Non-Compliance fee on your bill, that most likely means you have not completed or submitted your PCI Compliance Validation Certificate. If you need to become PCI compliant, please call our Support Team 314-833-9633.




Am I required to complete PCI Compliance?


Yes. All merchants who accept credit cards are required to become PCI compliant by the card associations. If your organization chooses not to become compliant, the organization will be subject to a monthly non-compliance fee of $19.99. In addition, any fines/fees related to a data breach would be the responsibility of the merchant! One of the big advantages to being PCI Compliant is that you can ensure you’re following all appropriate card brand regulations. By skipping PCI compliance, you may miss out on learning of some costly mistakes.




How do I create support ticket?


Simply go right here.





More on PCI

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





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