FAQ

Transactions

How do I process a transaction?

1. Next to "Transactions" on the left navigation menu, click the New button.

2. On the Add New Transaction pop-up, type in the amount.

3. Complete the remainder of the fields on the pop-up.

4. Click the Process button to save and process the transaction.

How do I create a transaction from an existing transaction?

1. Click on either Transactions or Recurring Schedules on the left navigation menu.

2. Click a transaction row to display its detail on the right side of the screen.

3. Below the detail information, click the plus sign icon.

4. On the Add new transaction pop-up, type in the amount.

5. Complete the remainder of the fields on the pop-up.

6. Click the Process button to process the transaction.

Can I view a transaction report for a time range greater than 100 days?

1. Click Transactions on the left navigation menu.

2. Click the calendar icon in the upper left corner.

3. Click Custom to display a calendar.

4. Specify your desired date range.

5. Click the Apply button.

How can I create a new customer profile from a past payment?

1. Click Transactions on the left navigation menu.

2. Click a transaction row to display its detail on the right side of the screen.

3. Click the Add New Customer icon.

4. On the next pop-up that displays, click the New Customer button.

5. On the Add a new customer pop-up, complete the fields and click Save.

Can I choose which columns I want to always appear on the Transactions page?

Yes, you can easily select which columns to display by default. On the Transactions tab:

1. Click the Settings button.

2. In the Available Columns list, select the checkboxes for the columns you want to include in your report, and clear the checkboxes for the columns you want to exclude.

3. (Optional) Select the Select All checkbox to include all columns.

4. Click Save Selection, then click Done.

Can I change the default number of transactions I want to view on the Transactions screen?

1. Go to Settings > Reports > Transactions.

2. In the General section, change the Default Load Limit field to the number of transactions you want Cardknox to display at one time.

3. Click the Save button.

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Recurring Schedules

How do I create a customer and set a recurring payment schedule at the same time?

1. Click either Customers or Recurring Schedules on the left navigation menu.

2. Click the New Customer button in the upper right corner.

3. Complete the fields on the Add a new customer pop-up.

4. Click the Save button.

If a customer with recurring payments has more than one payment card on file, which one will get used in the recurring schedule?

Cardknox uses the payment card defined as the “default” card on the customer record. You can choose which payment card to use as the default payment method:

1. Click Customers on the left navigation menu.

2. Click on a customer row to open the customer details on the right side of the screen.

3. Above the customer details, click on Payment Method.

4. To the right of the card number, select the Set to Default checkbox.

5. Click the Save button.

How do I tell when a declined recurring schedule transaction is being retried?

If the transaction is declined, Cardknox retries the authorization every day for a total of five days. (Note that your system administrator may have changed this default setting.) To see this:

1. Go to Transactions on the left navigation menu.

2. Next to the calendar icon (top left), set the Filter to display only statuses of Declined.

3. Filter the Status column to display only Declined/Retrying.

4. Hover the mouse pointer over the information icon next to the label.

A tooltip opens with the number of times the system attempted to process the transaction.

Reports

How do I create reports?

You have a few options for creating reports:

Option #1 Any screen that has a Download button lets you download a .csv report of your current view. This includes Transactions, Gift Report, Batches, Customers, and Recurring Schedules.

Option #2 Click on Reports on the left navigation menu and select a pre-configured report on the right side of the screen.

Option #3 Click on Reports on the left navigation menu and select filters under the “Create new report” heading. If you want to save this as a custom report, remember to click the Save Report button.

How can I print a report?

Any screen that has a Print button lets you send the contents of your current screen to a printer. This includes Transactions, Gift Report, Batches, Customers, and Recurring Schedules.

How do I create and save a report?

To create and save a custom report for later use:

1. Click Reports on the left navigation menu.

2. In the “Create new report” section, choose options from the filter fields.

3. Click the Save Report button and give your report a name on the Custom Saved Report pop-up.

4. On the pop-up, click the Save button. Cardknox saves the report and adds it under”Custom Saved Reports” on the right side of the screen.

Tip: To display and use even more report filters, click Add filters.

Can I schedule a report?

Not at this time. However, we are working on an enhancement to the reports feature that gives you the flexibility to schedule reports.

Batches

How do I always display open batches first on the Batches screen?

To display open batches on the Batches screen by default instead of closed batches:

1. Go to Settings > Account Display and scroll to the bottom of the screen.

2. Select the Display Open Batches By Default checkbox.

3. Click the Save button.

How can I view batch transactions?

1. Click Batches on the left navigation menu.

2. Click the calendar button and select a standard time period from the list (for example, Last 7 days). Or, to create a custom date range, click on Custom.

3. On the right side of the screen, click “Breakdown by Card.”

4. Cardknox displays a pop-up with the batch transactions sorted by card type. To download or print, click the download icon or print icon.

How can I batch out manually?

Cardknox strongly recommends that you do not set up your own batch processing times. However, in the rare occurrence that you need to manually close out a batch, follow these steps:

1. Click on Batches on the left navigation menu.

2. On the far right, click the three-dot menu button and select Close current batch.

Can I view open batch transactions?

1. Click on Batches on the left navigation menu.

2. Select Open Batches from the top left of the screen. Cardknox displays all open batches, regardless of date.

Tip: To see the transactions associated with a specific batch, click the eye icon on the right side of the batch row.

Customers

What’s the difference between the two pop-ups used for adding new customers?

ou can quickly add a customer with the basic Add a new customer pop-up, or you can click Advanced View on this pop-up to use the expanded pop-up. The basic pop-up has only those fields necessary to quickly set up a new customer. The expanded pop-up has three sections (tabs) for filling in General, Payment Method, and Recurring Schedule information. The basic pop-up is displayed by default. If you want to always use the expanded version:

1. Go to Settings > Account Display.

2. Select the Expand New Customer Popup By Default checkbox.

3. Click the Save button.

Is there a way to add a customer by always using the expanded version of the New Customer pop-up?

If you want to always use the expanded version of the Add a new customer pop-up:

1. Go to Settings > Account Display.

2. Select the Expand New Customer Popup By Default checkbox.

3. Click the Save button.

How can I display information from a single customer only instead of the entire grid?

To display a specific customer on the Customers screen, apply one or more filters:

• Click on Customers on the left navigation menu.

• Click on the Filter button in the top left corner.

• Select a filter type based on what you know about the customer (for example, last name, customer ID, company). You’ll have to type in the filter criteria next to the filter type:

• Click the right arrow button or press the Enter key to apply the filter.

Tip: Depending on the filter you use, you may get more than one result. For example, you may have used a last name used by multiple customers. If this occurs, click the Filter button again to add another filter and further narrow your search results.

Send Payment Request

How do I notify my customers that a payment is due without sending an invoice through the mail?

The Cardknox PaymentSITE feature enables you to set up your own payment form and send a payment request link via email or text message. You won’t need to send a paper invoice, and your customers can easily submit their payments online.

After setting up the payment form, you can pre-fill it with customer billing and transaction information, then send a payment request link to your customers. The customers click on the link to go to the payment form, enter their payment information, and submit their payment.

If you don’t have PaymentSITE as a feature on your account, contact Customer Service to sign up. Once you’re signed up, see the PaymentSITE section of the Cardknox Merchant Portal User Guide to get started.

Can I send my customer a payment request if I don’t have a payment site set up?

No, you must first contact Customer Service to set up the PaymentSITE feature.

When I send a payment request, how can I make sure that the customer doesn’t change the amount due on the payment request form?

To ensure that a customer cannot change the amount due on the payment form, on the Send Payment Request screen, make sure you uncheck the Allow User To Adjust Amount checkbox.

Tip: To ensure that the Allow User To Adjust Amount checkbox is always unchecked when you create new payment requests, go to Settings > Transactions > Other Settings and select the ‘Allow User to Adjust Amount’ Checkbox Unchecked By Default checkbox.

Settings

Is there a way to change how the accounts are displayed in my account name list?

You can change the order in which your accounts are listed in the account name drop-down menu, located at the top right of your screen.

1. Go to Settings > Account Display.

2. To sort accounts alphabetically, click the Sort Alphabetically checkbox.

OR to specify your own sorting order:

1. Uncheck the Sort Alphabetically checkbox.

2. Click on the the icon next to a field to drag it up or down the list.

3. Select the Save button.

Can I change the names of my accounts?

You cannot change an account’s name, but you can create a new label that displays in the account name drop-down menu (located at the top right of your screen).

1. Go to Settings > Account Display.

2. Next to each account name is an Alias field. Type in the text you want Cardknox to display for this account.

3. Select the Save button.

How can I change the default view for my transactions from “Last 7 Days” to a different date range?

1. Go to Settings > Reports > Transaction.

2. In the Default Date Range field, select a predefined date range from the list.

3. Select the Save button.

General Questions

How do I register for a Cardknox account?

1. Go to https://portal.cardknox.com/register to open the registration page.

2. Complete the fields and click Register. The system displays a message informing you that you will receive an email with instructions for how to confirm your registration.

3. If you are unsure whether your account was created you can send a message to [e-mail] and ask for confirmation.

How do I record extra information in a customer’s account record?

You can record information in the Notes field of the customer record. The Notes field is located on the General tab of the customer record.

I have several accounts. How do I move from one to another?

Your accounts are listed on a dropdown menu on the top right-hand side of the screen. To switch accounts:

1. Click the switch account icon to open the dropdown menu.

2. Click on the account you want to open. You can also search for the account by typing it in the Search field.

Can I change my user name to something other than an email address?

No, your user name must be an email address.

Can I create a new user?

You can create new users for your Cardknox account(s) if your user profile is assigned the Admin role. To create a new user, go to Settings > Users and click the New User button.

How do I change which columns are displayed for transactions, customers, and recurring schedules?

On the Transactions, Customers, and Recurring Schedules screens, you can change which columns Cardknox displays.

1. In the upper right hand corner, select the gear button.

2. On the dropdown under Available Columns:

   1. Select the checkboxes for the columns you want to display.

   2. Clear the checkboxes for the columns you want to hide.

3. If you want these column changes to apply to future use, click the Save Selection checkbox. (If you leave the Save Selection box empty, the column change is in effect only for the time you are logged in to Cardknox.)

4. Click Done.