Merchant Account Support Reference Guide | CSG Forte

Rentec Direct is here to help you with your merchant account needs, and we have prepared a quick reference guide to help you navigate technical support for online transactions and manage your merchant account.

The answers to most questions are available in your Rentec Direct knowledge base, but a few that may need to be handled directly through CSG Forte or may require updates with both Rentec Direct and CSG Forte.

The guide below is a comprehensive list of subjects and commonly asked questions with links to the knowledge base and/or who to contact to find your solution. If your question isn't included or you need further assistance, your Client Success team is here to help 800-881-5139 / success@rentecdirect.com.

CSG Forte provides an online portal through Dex for viewing and reconciling financial transactions, disputes, and reporting. Learn more about Dex FAQ & Training Guide | CSG Forte Merchant Account

Transaction Related Solutions

Voids & Reversals: Online transactions can be voided directly in your Rentec Direct account. 

• Visit the Void Online Payments

Transaction Failures: For questions about failed, declined, and returned transactions

• Visit  Common Payment Processing Error Codes.

Recalls: When a “recall” notice is received:

• Forward the request to Risk@forte.net for further processing. When responding to the merchant, please cc Rentec Direct success@rentecdirect.com.

Dispute / Chargeback: 

• Disputes / Chargebacks are managed through your CSG Forte Dex portal. Learn more here: Rentec Merchant Dex FAQ & Training Guide

How to Make Changes to Your Merchant Account

Address Change:

• Purpose of Change: Update the physical and/or billing address on your merchant account
  • Updating with CSG Forte: An authorized contact on the account should complete the online Address Change Request Form
    
    and
  • Updating with Rentec Direct: Follow the steps outlined in the knowledge base article Managing a Name Change and/or EIN Change in Rentec Direct

Bank Account Change

• Purpose of Change: Update the bank account on file used for settlement/funding
  • Updating with CSG Forte and Rentec Direct: Authorized signer on account should complete the online Bank Account Change Request Form

Legal Entity or Signer Change

• Purpose of Change: Update legal entity information (EIN, Business Name) for the business or update signers on the application.
  • Updating with Rentec Direct Managing a Name Change and/or EIN Change in Rentec Direct

Contact Change

• Purpose of Change: Update the merchant account's Primary Contact or Authorized Contact Name, Phone #, or Email.
  • Updating with CSG Forte: An authorized signer should complete the Contact Change Request Form. Be sure to have the authorized contact being added sign the signature box next to their information so we have their signature on file for future requests. Please remember to indicate the names of any contacts that are to be removed. The authorized contact making the request should sign at the bottom as the person authorizing the request.
  • Updating with Rentec Direct: Managing a Name Change and/or EIN Change in Rentec Direct

DBA Changes (no EIN change)

• Purpose of Change: Update the DBA name without an EIN change
  • Updating with CSG Forte and Rentec Direct email partnersupport@forte.net and cc success@rentecdirect.com

Application / Account Inquiries

Adding additional services to an existing account or additional merchant accounts

• Purpose of Change: Add additional merchant accounts / Have multiple deposit accounts
  • Updating with Rentec Direct Multiple Deposit Accounts for ACH and Credit Card Payments

Requesting a copy of an existing merchant account application

• Please contact CSG Forte at 866-290-5400 opt 2 or partnersupport@forte.net

Account Closure/Cancel Request

• Purpose of Request: Request to close merchant account
  • Update with Rentec Direct: You may close your merchant account anytime 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 be deemed delivered when you have received confirmation from Rentec Direct 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.