Customer Support

FAQ

We've compiled a list of answers to our most commonly asked questions. Is your question not
listed? Drop us a line, we're always happy to help!

 

Multi-Factor Authentication FAQs

Multi-factor authentication (MFA) is an extra layer of protection against cyberthreats like phishing attacks and account takeovers. It verifies your identity with two different “factors” of authentication when you log in.
The authentication methods we use for Elavon Payment Gateway are:
1. Your Elavon Payment Gateway password
2. A one-time verification code sent to your registered email or mobile phone
With MFA, even if someone guesses your password, they won’t be able to log in as you without also providing the code. It’s extra account security for an extra layer of protection.
We use MFA to help protect your account. You may already be familiar with MFA. It’s a common way for companies to implement strong identity verification and to comply with regulatory standards for data security and protection.
We’ll automatically enable MFA for your account starting on the 10th of June. After this date, MFA will be part of the usual login flow. After entering your client ID, username, and password, you’ll be redirected to a verification screen. After you select a method, we’ll send you a code via email or text (SMS). You’ll then be prompted to enter the code to log in.
Once you have authenticated yourself, you will not be required to authenticate again for 24 hours unless you use a new device or browser.
When you log in, select one of these MFA methods:
  • Your verified email, which was used during the Elavon Payment Gateway registration process
  • A text message (SMS) to your registered mobile phone
Once we’ve enabled MFA, you’ll need to enter the one-time code you receive:
  • When you log in
  • When you log in from a new device or new web browser
No. MFA applies only when logging in. Certain areas of the application are already password protected today, and this will remain in place.
First, try again by clicking the Resend button on the login verification screen. If that doesn’t work, select another authentication method. If you still haven’t received it, contact your Elavon Payment Gateway Administrator or User Manager.
Contact your Elavon Payment Gateway Administrator or User Manager to change the email on your account.
Contact your Elavon Payment Gateway Administrator or User Manager to change the mobile phone number on your account.
No problem. Just select the registered email on your account to receive one-time codes.
First, check that you’ve entered the correct client ID, username, and password, as well as the one-time code within 5 minutes of receiving the email or text (SMS). If you’re still experiencing login issues, please contact the Ecommerce Support Team at
support@elavonpaymentgateway.com
 

Reporting FAQs

Yes. Transaction receipts are available from our reporting and reconciliation tool in the adminstrator platform.
We will send the result of the transaction request back to your response page. When we hit your response script, your website can trigger an automated email to be sent to the customer after the transaction is completed.
Yes. You will receive the transfer into your business account the next working day after the purchase is done
The process of settling funds is done the next working day after the authorisation.
Our Virtual Terminal and Administrator applications allow you to securely accept payments from all major credit and debit cards over the phone. With our Virtual Terminal, you can automatically check the validity of a card and instantly find a historical transaction while on the phone to a customer.
Rebates can be processed through our Administrator application or via remote XML. Simply locate the original transaction in the "Transactions" section in Administrator. Once located, click "Rebate Transaction" button at the top right hand corner of the screen. You will then be asked for your Administrator password in order to submit the rebate.
The length of time it takes for a rebate to process depends on the customer's card-issuing bank. In most cases, the customer receives their rebate within 5-10 working days. Some issuing banks may accept rebate receipts from a merchant in an attempt to expedite the settlement process.
We provide plugins for most of the world's leading shopping carts and ecommerce platforms. We've worked closely with leading developers who are experts in each shopping cart to ensure that every Elavon Payment Gateway plugin is feature-rich and of the highest standard. Our plugins can be found on the respective add-on stores and marketplaces for each cart. Check out our list on the developer hub for more information.
We will send the result of the transaction request back to your response page. When we hit your response script, your website can trigger an automated email to be sent to you after the transaction is completed.
You can reset your password by clicking the "Forgot Password" link on the Elavon Payment Gateway login screen. https://reporting.elavonpaymentgateway.com/#/login
3D Secure is a customer authentication service introduced by Visa, MasterCard and American Express. The service is individually branded as Verified by Visa, MasterCard SecureCode and Amex Safekey. It is a service designed to protect both the merchant and cardholder from fraudulent e-commerce transactions by adding an extra layer of security for online credit and debit card transactions. Consumers are prompted to enter a personal passcode after their card details have been entered.
https://reporting.elavonpaymentgateway.com/#/login
Test card details are available from our developer hub. You will be required to use any future expiry date, any name and any random 3-digit CVN number to process a test transaction. When testing, please ensure you use our dedicated sandbox environments. Please contact a member of Support for further information.
All developer documentation and resources are available from our developer hub.