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:
The following link to the knowledgebase provides step by step directions for managing a bank account Managing a Name Change and/or EIN Change in Rentec Direct
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 – Click Here. 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

Voids & Reversals 

You can void online payments directly in your Rentec Direct account There is a small window of time that online payments can be void directly in your Rentec Direct account. 

Rentec Direct knowledgebase provides more details on how you can Void Online Payments

Important Note: There is a $150 early termination fee for merchant accounts closed within the first 12 months of its opening date.

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.

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 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

Rentec Direct and CSG Forte Merchant Account Support Reference Guide

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