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
Account Change Requests
Voids & Reversals: Online transactions can be voided directly in your Rentec Direct account. Visit the Void Online Payments article in the knowledgebase for more details.
For more information contact Rentec Direct at 800-881-5139 / success@rentecdirect.com.
Transaction Failures: Check out Rentec Direct's knowledgebase for solutions to Common Payment Processing Error Codes
For more information contact Rentec Direct at 800-881-5139 / success@rentecdirect.com.
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.
Recalls: When a “recall” notice is received, proceed as normal. Forward request to Risk@forte.net for further processing. When responding to the merchant, include Rentec Direct success@rentecdirect.com and inform them the request has been submitted to Risk.
| 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 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 or Rentec Direct: Authorized signer on account should complete the online Bank Change Request Form |
| 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. Review the knowledgebase article Managing a Name Change and/or EIN Change in Rentec Direct for step by step directions. 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. Be sure to have the authorized contact being added 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 addresses are available within Rentec Direct’s software. If assistance is needed, contact Rentec Direct at 800-881-5139 / success@rentecdirect.com |
| DBA Changes (no EIN change) | Purpose of Change: Update the DBA name without an EIN change Updating with CSG Forte: email partnersupport@forte.net Updating with Rentec Direct: Contact Rentec Direct at success@rentecdirect.com / 800-881-5139. |
Transaction Related Inquiries |
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Application / Account Inquiries |
Account Closure/Cancel Request Purpose of Request: Request to close merchant account You may close your merchant account at any time by sending an email request to success@rentecdirect.com. The request must be sent from the primary account holder's email address associated with your Rentec Direct account.In order to verify the validity of the request, please provide your contact information, including a daytime phone number and the last four numbers of the bank account that is associated with the merchant account that you are asking us to close. The email will not be deemed delivered until you have received confirmation from us that it was received. Alternatively, you can close your account by sending a letter via first class mail to Rentec Direct, 231 SW I St, Grants Pass, OR 97526-2814. Upon Account closure, all unpaid fees must be immediately paid in full and any pending payments will be canceled. Important Note: There is a $150 early termination fee for merchant accounts closed within the first 12 months of its opening date. Adding additional services to an 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. Requesting a copy of existing merchant application: Please contact CSG Forte at 866-290-5400 opt 2 or partnersupport@forte.net |