FAQs

When I swipe a card, no data is being put into the credit card data fields.

Click on home on your left and look at the main splash page. On the top left in Configuration box, is there a link that says Configure? If so, your settings may have been lost if your system has had updates. Click the configure link and select your device. It is usually the DynaMag (KBE) option.

A customer called, and their payment says failed, but they said money was taken from their account.

Rest assured, if the transaction failed, no money was deducted from their account. The system simply created a record of sorts called an authorization. An authorization pings the account to make sure it is valid and that there are sufficient funds. This will automatically fall off in about 4-5 business days.

I need to refund a transaction, what do I do?

If your rights are “cashier”, you will need to contact your organization administrator for refunds. A full refund of the transaction amount including service fees can be done by using the “Lookup Transaction” function to the left. If you know the specific transaction information, enter it to narrow results otherwise search by a date range. Once you’ve located the correct record, on the far right, there is Refund link. Note this will not be a link if the transaction failed because there is no record to refund. If you need to do a partial refund, use the Payment Engine.

How long will it take before the funds are deposited into our account?

The penny tests gave us the most accurate timeline for deposits. Typically, ACH or eCheck payments are deposited as individual transactions the following day. Credit and debit card transactions are netted and deposited in one single entry and usually take two business days.

A customer just processed an eCheck transaction that I believe will return, what should I do?

It is best to let the transaction return. Typically, we are alerted of returns in approximately five business days. We then notify you of the return and ask that you begin collecting payment. You should see the item cost debit from your account following the return and we will send you an invoice the following month to collect the $5 NSF fee.

I was notified that I have an eCheck return, what do I do?

Iowa Interactive will notify you of a return via email or you can pull a report using the Payment Engine to generate a report.
 
We will invoice you a $5.00 return fee, which is usually covered by your set NSF fee. You will receive an invoice from Iowa Interactive for said amount during the first week of the following month. Please remit payment to the address below:

Iowa Interactive, LLC
P.O. Box 505482
St. Louis, MO 63150-5482

I still need additional help administering PayPort. What do I do?

We have two manuals, an administrative manual and cashier manual for download on the PayPort site. Click the top bar at the top for help and access to the manuals.