Merchant Account Support Reference Guide | CSG Forte

If you have questions regarding online payments or your merchant account, you may work directly with your Rentec Direct Client Success Team or Partner Support at CSG Forte depending on your needs. 

CSG Forte provides the merchant account associated with your Rentec Direct software and there are some inquiries that can only be managed by the CSG Forte Partner Support Team. If you have any questions, your team at Rentec Direct will help point you in the right direction if we cannot resolve the issue on our end. 

Use the article below to determine the best course of action for managing items related to your merchant account, like account change requests, transaction related inquiries, and application/account inquiries.  

This information is also available as a pdf, which you can download and save for quick reference: Rentec Direct Merchant Account | Support Reference Guide

Rentec Direct and CSG Forte Merchant Account Support Reference Guide

Account Change Requests

Address Change


Purpose of Change: Update physical and/or billing address on merchant account.

Updating with CSG Forte: An authorized contact on the account should complete the online address change request form – Click Here.

Updating with Rentec Direct
: Self-serve options to update address are available within Rentec Direct’s software. If assistance is needed, contact Rentec Direct at 800-881-5139 / success@rentecdirect.com 

Bank Account Change  Purpose of Change: Update bank account on file used for settlement/funding
 
Updating with CSG Forte: Authorized signer on account should complete the online bank change request form – Click Here.

Updating with Rentec Direct:
  • If you would like to begin a new ledger, with the new bank account information
    • Add a new Bank Account under the Banking tab with the new account and routing number
  • If you would like to have a continuous ledger from the previous bank account with the new
    • Edit the existing bank account information under the Banking tab
  • CSG Forte will notify Rentec Direct with the updated banking information once the request has been completed.
Legal Entity Change or Signer Change Purpose of Change: Update legal entity information (EIN, Business Name) for the business or update signers on the application.

Updating with CSG Forte: Contact Rentec Direct for new application to be submitted with new legal entity or signer information.

Updating with Rentec Direct: Contact Rentec Direct at success@rentecdirect.com / 800-881-5139. 
Contact Change Purpose of Change: Update Primary Contact or Authorized Contacts on merchant account.

Updating with CSG Forte: An authorized signer should complete the Contact Change request form – Click Here. Be sure to have the authorized contact being added to sign in the signature box by their information so we have their signature on file for future requests. Remember to indicate if any contacts should be removed. The authorized contact making the request should sign at the bottom as the person authorizing the request.

Updating with Rentec Direct: Self-serve options to update address are available within Rentec Direct’s software. If assistance is needed, contact Rentec Direct at 800-881-5139 / success@rentecdirect.com  

Transaction Related Inquiries

Voids & Reversals 

If a transaction needs to be voided or reversed, please send an email request to success@rentecdirect.com including:
  • Your merchant ID, which can be found by going to:
    • Settings
    • Online Payments
    • Merchant Account
  • Indicate you would like to "void" the transaction
  • Details of the transaction to be void (example) Please void owner disbursement for John Smith, June 30, 2023 in the amount of $4500Transaction ID xxxxxxxx. 
  • The Transaction ID can be found by going to:
    • Reports
    • Financial
    • Online Payments
    • Completed Online Payments
For more information contact Rentec Direct at 800-881-5139 / success@rentecdirect.com. 

Transaction Failures 


If you receive any of the following error messages when attempting to process a transaction, please contact Rentec Direct at 800-881-5139 / success@rentecdirect.com. 

  • Unable to process payment: Online Payments require a PRO or PM subscription
  • Unable to process payment: ACH: Account not setup for ACH
  • Unable to process payment: Invalid tenant payment data
  • Unable to process payment: ACH: Renter must have first name, last name phone number 
  • Unable to process payment: ACH: No property linked to renter
  • Unable to process payment: ACH: Property Address Invalid

Transaction Declines or Returns 

For any transaction assistance related to declines or returns, please contact CSG Forte at 866-290-5400 opt 2 or partnersupport@forte.net

Application / Account Inquiries

Account Closure Request 

Purpose of Request: Request to close merchant account      

Contact CSG Forte to close your merchant account at 866-290-5400 opt 2 or email partnersupport@forte.net. CSG Forte will notify Rentec Direct once closure has been completed.      

Adding additional services to existing account or additional merchant accounts

If you would like to add additional processing services or open additional merchant processing accounts, please contact Rentec Direct at 800-881-5139 / success@rentecdirect.com

Rentec Direct and CSG Forte Merchant Account Support Reference Guide

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