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Getting Started with the Virtual Terminal: Access, Setup, and Permissions

Updated

The Virtual Terminal allows you, as a merchant, to securely process credit card transactions through a web-based form within the Merchant Portal. With this tool, you can perform a range of transaction types including Sale, Authorization, Capture, Void, and Refund.

Prerequisites for Accessing the Virtual Terminal

To successfully access and use the Virtual Terminal, make sure the following requirements are met:

1. User Permissions

To access the Virtual Terminal, your user account must be granted the "Credit Card Virtual Terminal Access" permission. This includes:

  • Enabling access to one or more of the following transaction types:
    • Sale
    • Authorize
    • Capture
    • Void
    • Refund

To update a user’s access:

  • Navigate to User Settings
  • Expand "Virtual Terminal Access"
  • Expand the "Credit Card" section
  • Select which transaction types should be visible in the Virtual Terminal for that user

2. Active Merchant Account

Ensure your merchant account is currently active and in good standing.

3. Login Credentials

You will need your username and password to access the Merchant Portal.

4. Active Payment Processor

Your account must be connected to an active and correctly configured payment processor.

Navigating to the Virtual Terminal

To begin using the Virtual Terminal:

  • Log in to the Merchant Portal
  • From the left side panel, click on Credit Cards
  • Select the transaction type you wish to perform:
    • Sale
    • Authorize
    • Capture
    • Void
    • Refund

Alternatively, you may use the 'Card Sale' shortcut icon on the home screen to initiate a sale transaction directly.

Transaction Receipt Options (for Approved Transactions)

After a successful transaction, you will see a receipt page with the following options:

  • Void or Refund the transaction
  • Print or Email Receipt
  • Create Subscription
  • Create Order Template
  • Add to Vault (if this feature is enabled for your account)

Response Codes and Result Code Meanings

After a transaction is submitted, you will receive one of the following outcomes:

Approved Transactions

  • If the transaction was approved, we will clearly state this.
  • You will be routed to the Transaction Receipt page to review transaction details and take any follow-up actions.

Declined Transactions

  • If the transaction was declined, the system will display:
    • A clear declined status
    • The associated processor response message (if one is provided)

Viewing the Response Code

To view the response code for any transaction:

  1. Go to the Merchant Portal
  2. Navigate to Reporting → Transaction Search
  3. Click on the Failed Transaction ID
  4. The Response Code will be shown in the Transaction Details section

Response Code Categories

Use the following guide to interpret response codes:

  • 100 series = Successful transaction
    Example: 100 = Approved
  • 200 series (2xx) = Cardholder issuing bank errors
    Examples include insufficient funds, expired card, etc.
  • 300 series (3xx) = Gateway declines
    • You will receive a REFID (Reference ID) and an associated error message
    • Typically related to gateway settings or limits
  • 400 series (4xx) = Processor errors
    • Usually related to formatting or submission issues to the processor

Common Gateway Errors

Max Monthly Volume Exceeded

Error Message:
Max Monthly Volume Exceeded REFID: 1234567890

What It Means:
This error indicates that you have either reached or are nearing your maximum monthly processing volume limit set by your gateway, if one it set. 

Example:

  • Your monthly volume limit is $10,000
  • You have processed $9,991
  • Attempting a $10 transaction will result in this error, as only $9 remains available for processing

Resolution:

  • Contact your partner or administrator to adjust the gateway’s Max Monthly Volume via the processor settings
  • Note that processor limits may differ from gateway limits and should be reviewed independently

Summary

The Virtual Terminal provides a secure and flexible way to process credit card transactions from your Merchant Portal. With proper setup and access permissions, you can manage a wide range of transaction types efficiently. Always ensure your account and processor are active, and that users have the appropriate roles assigned for their responsibilities.

If you need help adjusting permissions or processing limits, please reach out to your payment gateway partner or support contact.