Cardknox Partner Portal Guide

Introduction

The Cardknox Partner Portal was designed to help you manage your existing Fidelity Payment Services clients and expand your portfolio:

  • Track merchant accounts and related details (notes, equipment, tickets).

  • Add leads and manage the entire eApp process from beginning to end.

  • Log tickets with Fidelity and monitor their status.

  • Add and manage equipment for merchant accounts.

About This Guide

  • To get familiar with navigating in the Partner Portal and common tasks like searching and sorting, see Working in the Partner Portal.

  • To get answers to the most common questions about the Partner Portal, see the FAQs.

  • For an overview of each major area in the Partner Portal, see these sections: Merchant Accounts, Leads, and Tickets.

Working in the Partner Portal

This section explains how to move around in the Partner Portal and general steps for common tasks like searching, sorting, printing, and so forth.

Screen Layout

This section explains how your partner information is organized in the Portal.

The screen below, which you see after you log in, is organized into the following areas:

Top Bar

The top bar contains two important buttons: Filter and Add New Account:

The Filter button lets you filter the merchant, lead, or ticket information displayed in the center part of the screen. The Add New Account button starts the process for adding a lead.

The right side of the top bar displays buttons for downloading or printing the information displayed on the screen as well as changing how information is displayed:

Navigation Menu

The navigation menu contains a list of links that takes you to various sections of the Partner Portal. From here you can access merchants, leads, tickets, and more.

You’ll also be able to access the Collapse Menu and Logout actions. The Collapse Menu action makes the navigation menu thinner (as shown below) and gives you a wider display area.

Information Display

Depending on what you’ve selected in the navigation menu, the main Information display area lists your leads, merchants, tickets, and so forth. It also displays the detailed information for a record when you click on one.

Later sections in this guide discuss how to search, filter, and sort this information.

Tip: These lists are also referred to as grids or tables.

Pagination

The Partner Portal organizes the records (leads, merchants, tickets) in the Information Display area into “pages.” To look through the records, click on the buttons at the bottom of the screen:

​​

  • The numbers (1, 2, 3, etc.) represent the pages of records.

  • The << and >> buttons display the first and last page of records in the grid.

  • The < and > buttons move to the previous and next page of records.

By default, the Portal displays 20 records per page (scroll down to see all of the records on the page). To see more records on a page, select a different number to the left of the pagination bar:

​​

To see all of the records on the first page, click the All option.

Change the Display

For merchants, leads, and tickets, you can change which columns are displayed on the screen. This also affects the columns displayed when you print or download the information.

To change the columns that Cardknox displays, click on the Display Settings button:​

From the list, check the boxes for the columns you want to display. Uncheck boxes for columns you’d like to hide.

​​

Click Done to apply these changes to the screen display.

Search, Filter, and Sort

You can search, filter, and sort your records on the Partner Portal to change what’s displayed on the screen (as well as when you print or download).

Search a List

Type search criteria into any of the blank text boxes below the column headers:​

As you type, Cardknox changes what is displayed and only shows records related to your criteria.

Note: This search method returns results based on what is currently displayed in the grid. To search the database, use the Filter feature (described below).

To remove the filter criteria, click the X in the field’s upper right corner:​

Some search fields require you to select a checkbox instead of typing:​

Note that you can use more than one search field at a time (for example, both First Name and Last Name).

Filter a List

The Filter fields are similar to the Search fields that are located below the column headings (explained above). When you type in criteria or select it, Cardknox displays information based on your search criteria.

To filter the table, click the Filter button in the upper left corner:​

Cardknox displays a list of filters you can use to narrow down the records displayed:

​​

Click on a filter to either type in criteria or select criteria. You can use more than one filter field at a time (for example, both DBA and Status). When you have typed or selected criteria, Cardknox places a small dot to the right to indicate that the filter has been applied.

Click Done on the dropdown menu to apply your changes to the screen.

When a filter is applied, the Portal displays it below the Filter button:​

To remove a filter, click the X icon next to its name.

Ticket Filtering by Date

Additionally, on the top bar of the Tickets screen, you can filter by date and ticket number:​

Type in the ticket number to search on it directly. Note that you must enter the complete number and press the Enter key to see filtered results.

Sort a List

To sort a list of leads, merchants, or tickets using a specific column, click on the up-down arrow located to the left of a column name:

​​

Each time you click, Cardknox switches between sorting by either ascending order or descending order.

Print or Download a List

At any time, you can print or download the contents of a list. If it’s possible to print or download, you will see the Print and Download buttons on the screen:

Print Icon
Download Icon

Expand and Collapse Sections

When working with detailed information for merchants, leads, and tickets, you can create more screen space by collapsing a section that you’re not working on.

To collapse a section, click the up arrow on the far right of the section:​

To expand the section again, click the down arrow:​

Hide Inactive Merchants

To hide inactive merchants, click the Hide Merchant icon to the right of the merchant you wish to hide:

Hide Merchant Icon

Click the Show Merchant icon to “unhide” the merchant:

Show Merchant Icon

To display ALL hidden merchants, click the Show Merchant button (below the Settings button):

Show Merchant Button

Merchant Accounts

After you log in, the Merchants screen displays by default. This screen lists your existing Fidelity Payment Services merchant accounts.

In this area of the system, you can:

  • View merchant account details (including tickets, equipment, and notes).

  • Add equipment, tickets, and notes to a merchant account.

  • View the MPA and Setup Form used in the eApp process.

  • Add another contact email to the merchant account.

To view the details for a merchant account, click on a merchant on the grid.

The Merchants detail screen is organized into several tabs, which are displayed to the right of the navigation menu:

​​

Click any of these tabs to view the associated information. Depending on the information, you can also make changes (for example, you can add equipment in the Equipment section).

  • Overview - Add an additional contact email and notes about the merchant. Request an account update for the merchant (see below).

  • Equipment - View the equipment already associated with the merchant account.

  • Add Equipment - View and add equipment to the merchant’s account.

  • Tickets - View any tickets associated with the merchant account and open new tickets.

  • Notes - View any notes associated with the merchant account and add new notes.

  • App Summary - View the merchant's application details from the MPA and Setup Form.

Request Account Update

Click the Request Account Update button to send an email to Banking Services for account updates.

Request Account Update Button

After typing your message into the pop-up fields, click the Send Email button to send your request.

Leads

Click Leads on the navigation menu to see all of your leads. Three columns help you see where leads are in the application process:

  • Status - This shows if you have started an eApp for the lead.

  • Review Status - This shows the status of the eApp if you have submitted it to Fidelity.

  • MPA Signed - This shows if you have uploaded a signed MPA to the Partner Portal or not.

Once the lead’s eApp is approved by the bank, the Partner Portal converts it to a merchant account.

Click on a row to see the lead’s detail information.

The image below shows the detail screen for leads that do not have an eApp started yet:

The top of the detail screen has two important buttons: Create eApp and Submit to Review Pricing.

Create eApp

To start an eApp for the lead, click the Create eApp button at the top of the screen.

Submit to Review Pricing

The Submit to Review Pricing feature lets you send lead information and statements to the Fidelity Review Pricing team. The team will share their review analysis results with you to help maximize your merchant account revenue.

Before you begin, you’ll need to have the lead’s most recent bank statement as well basic information about the lead’s goods or services, equipment, monthly volume, and so forth.

Click the Submit to Review Pricing button to start.

​​

When you’re done filling in the fields and uploading the bank statement, click the Submit Form button.

New Account

To begin the process of adding a merchant account to the Partner Portal, click the New Account button on the navigation menu.

You can also click the Add New Account button on the top bar.

​​

At a minimum, fill in the Last Name and DBA fields, which are required.

Click either the Save as eApp button or the Save as Lead button.

  • Save as eApp - Saves the information you’ve entered as a lead record and as an eApp (electronic Merchant Processing Application).

  • Save as Lead - Saves the information you've entered as a lead record. You can easily start an eApp for the lead later if desired.

After saving, you can view the new lead record on the Leads screen.

Overview of the eApp Process

When you click on a lead for whom you have started an eApp, you’ll see the lead information you’ve entered on the MPA tab.

Besides the MPA tab, the eApp has three other tabs: Setup Form, Equipment, and Form Confirmation. These tabs are labeled at the top of the screen:

To move between the tabs, click on their names at the top of the screen.

The icon next to the tab name displays its status:

  • A checkmark indicates that the required information on the tab is complete:

  • An exclamation mark indicates that the required information on the tab is incomplete:

Note: The Form Confirmation tab isn’t available until you have completed the first three tabs and selected the Save and Complete Application button on the Equipment tab.

The following sections explain how to work in each tab.

MPA (Merchant Processing Application)

The MPA tab includes the fields that are required to complete the digital MPA.​

The View Lead Details button (next to “Account Information”) lets you view the original lead details that you entered to create the lead. However, you cannot make changes in this mode. To make changes, click the View eApp button to return to the MPA tab.

To complete the MPA tab:

  1. Fill in as many fields as possible.

  2. Upload digital copies of required documents in the following areas:

    1. Attach Banking Statements

    2. Additional Attachments

  3. Send the MPA to the lead by clicking the Share Form with Merchant button. (At the bottom of the MPA, the Email Application button also performs the same action.)

  4. When the lead emails the signed MPA back to you, click the Upload Signed MPA button to save a digital version of the signed MPA to the eApp.

  5. Click the Next Step button to move to the Setup Form tab.

Setup Form

The Setup Form tab requires you to provide more information about the lead.

When you have completed this section, click the Next Step button at the bottom of the screen to move to the Equipment tab.

Equipment

The Equipment tab has five sub-tabs that include all of the equipment types you will recommend to the lead.

For each sub-tab, select the equipment that you propose for the lead’s place of business. When you select a piece of equipment, the system automatically expands its section:

For each selected piece of equipment, fill in the required fields for that equipment.

You can collapse a section at any time by clicking anywhere along its header row.

If you have selected equipment, but not completed the required fields, the system alerts you with messages similar to the following:

The system displays this type of message until you have either filled in the required information or deselected the equipment.

You can save equipment information by clicking on the Save and Complete Later button at the bottom of the screen. The Saved Equipment button shows you what you have previously saved on the Equipment tab.

When you are ready to proceed, click the Save and Complete Application button.

If the Save and Complete Application button is disabled, this indicates that some information is missing in the first three tabs.

Form Confirmation

The Form Confirmation tab lists all of the information you have entered, selected, and uploaded for the eApp. Review the information, and if you need to make changes, select the Change link in the upper right of the relevant section:​

When you reach the bottom of the Form Confirmation tab, select the Confirm App button to send the eApp to Fidelity.

Tickets

Use the Tickets feature to request technical assistance for a merchant from Cardknox Customer Service, Technical Support, and other support areas of Fidelity Payment Services.

To start a new ticket, click the New Ticket button:​

For each text field, type in the required information. The Ticket Type dropdown field displays a list of common issues and the group that will receive the ticket. Hover the mouse cursor over a ticket type for additional explanation that’s displayed as a tooltip (shown above).

Click the Save Ticket button to submit the ticket.

FAQs

Access

Q: How do I get access to the Partner Portal?

A: To register for access to the Partner Portal, visit: https://betapartner.cardknox.com/register

Use the same password to register that you use for portal.cardknox.com.

Q: How do I add a new user?

A: You will first need to ensure that I.T. created the user in Quick Assist through Tools Admin -> Add Agent Portal User. Then, head to betapartner.cardknox.com/login and use the same credentials that you use for portal.cardknox.com. If you are unable to login, register at betapartner.cardknox.com/register.

Q: How do I log out of the Partner Portal?

A: Click the Logout icon in the upper left corner of the Portal screen.

Logout Icon​

Merchants and Leads

Q: How can I add a lead to the Partner Portal without starting the eApp process?

A: To add a lead to the Partner Portal, click Add New Account in the upper right of the screen.

​​

Fill out the required fields for the lead on the pop-up. At the bottom, select Save as Lead.

Q: How do I add a new merchant account to the Partner Portal?

A: Before a lead can become a merchant account, you must first start the eApp process for them:

  • If the lead already exists in the Partner Portal, open the lead record and click the Create eApp button.

  • If the lead does not exist in the Partner Portal, click the Add New Account button on the top bar. Fill out the required fields for the lead on the pop-up. At the bottom, select the Save as eApp button.

For more information on the eApp process, see the Overview of the eApp Process section in the Partner Portal Guide.

Q: How do I start an application for a lead?

A: If the lead already exists in the Partner Portal, open the lead record and click the Create eApp button. If the lead does not exist in the Partner Portal, click the Add New Account button on the top bar. Fill out the required fields for the lead on the pop-up. At the bottom, select the Save as eApp button.

Q: What's the fastest way to find a merchant account or lead?

A: Type (or select) filter criteria on the search bar that’s located directly below the column headings:​

As you type, the Portal displays only the records that fit that criteria. The more criteria you enter, the faster you’ll find the record you need!

Q: How do I sort merchants or leads?

A: To sort a list of leads, merchants, or tickets using a specific column, click on the up-down arrow located to the left of a column name:​

Each time you click, Cardknox switches between sorting the column data by ascending order or descending order.

Q: Where do I print out or download a summary of a merchant account?

A: Select Merchant Accounts on the navigation menu and click on the merchant. This opens the merchant’s record. The Print and Download buttons are located in the upper right of the screen:​​

Q: How do I record extra information for a merchant account?

A: Use the Notes feature to save information about the merchant. To open Notes for a merchant:

  1. Select Merchant Accounts on the navigation menu.

  2. Click on the merchant. This opens the merchant’s record.

  3. Under “Account Overview,” select Notes.

  4. Click the Add Notes button.

Add Note Button​

Q: How do I send an email to Banking Services for account updates?

A: On the navigation menu, select Merchant Accounts. Select the merchant from the grid to open the record, and click on the Request Account Update button in the upper right corner of the screen:

Request Account Update Button​

Tip: Alternatively, you can create a new ticket directed to Banking Services in the Tickets module. For more information, see the Tickets section in the Partner Portal Guide.

Applications (eApps)

Q: How do I find out the status of an application for a lead?

A: Select Leads on the navigation menu and find the specific lead in the grid. The Review Status column on the grid displays the status of the eApp in the review process.

Note: The Status column displays the status of the eApp before you have submitted it for review.

Q: Can I print out an eApp?

A: Yes, you can. To print out a pre-filled MPA (Merchant Processing Application):

  1. On the navigation menu, click Leads.

  2. Click on the row of the lead whose application you want to print.

  3. On the first screen that displays the MPA tab, click the Print button:

Print Button​

Q: How do I start an electronic application (eApp) for a lead?

A: If the lead already exists in the Partner Portal, open the lead record and click the Create eApp button.

If the lead does not yet exist in the Partner Portal, click the Add New Account button on the top bar. Fill out the required fields for the lead on the pop-up. At the bottom, select the Save as eApp button.

Q: Where can I find the completed MPA (Merchant Processing Application) for a merchant account?

A: A merchant’s MPA is saved with the merchant record. To see the MPA:

  1. Select Merchant Accounts on the navigation menu.

  2. Click on the merchant. This opens the merchant’s record.

  3. Under “Account Overview,” click on App Summary.

Q: How do I share an MPA with others?

A: If you have started an eApp for a lead, you can share the MPA with people other than the lead by adding their email addresses to the CC field on the Share Form with Merchant pop-up:​

Separate multiple email addresses with a comma in between them.

To get to the Share Form with Merchant pop-up, click on Leads on the navigation menu, select the lead, and click the Share Form with Merchant button:​

Equipment

Q: How do I add an add-on to a merchant account?

A: To add an add-on to a merchant account:

  1. Select Merchant Accounts on the navigation menu and click on the merchant.

  2. On the merchant navigation menu, select Add Equipment.

  3. At the bottom of the screen, select the Saved Equipment button. The system displays the current equipment list for the merchant.

  4. On the list, select +New Item (You may need to scroll down to see it.) The system displays a pop-up.

  5. On the pop-up, select the add-on and (if necessary) adjust the price.

  6. Click the Save button.

Q: How do I add equipment to an existing merchant account?

A: Select Merchant Accounts on the navigation menu and click on the merchant. This opens the merchant’s record. Under “Account Overview,” select Add Equipment.

Q: How do I add equipment to an eApp?

A: To add equipment to an eApp:

  1. On the navigation menu, click Leads.

  2. Click on the row for the lead.

  3. At the top of the eApp, click on Equipment:

Reports

Q: How do I print a report?

A: Click the Print button.

Print Button​

The Portal opens the print feature for your operating system (Windows, Mac, etc.). From there, you can select a printer option.

Q: How do I download a report?

A: Click the Download button.

Download Button​

The report is immediately downloaded to your computer as an .xlxs (Excel) file.

Note: If your browser has more restrictive settings for downloading files, you may have to give the browser permission to download the .xlxs file (this can vary depending on which browser you use).

Tickets

Q: Where do I view the status of a merchant's ticket(s)?

A: On the navigation menu, click Tickets. The Status column on the grid displays the ticket’s status.

Q: How do I change the date range displayed for tickets?

A: To change the date range:

  1. On the navigation menu, click Tickets.

  2. Click the Modification Date button.

  3. Choose from any of the pre-defined time periods (This Month, Last 7 Days, etc.) or select Custom to pick your own date range from the displayed calendar:

Display

Q: How do I change which columns are displayed for merchants, leads, or tickets?

A: To change the columns that Cardknox displays, click on the Display Settings button:

Display Settings Button​

On the dropdown, check the boxes for the columns you want to display. Uncheck boxes for columns to hide.

​​

Click Done to apply these changes to the screen display.

Note: This setting also affects the columns that are displayed when you print or export.

Got Feedback?

The Cardknox team wants to know about your Partner Portal experience. Telling us what you like—or don’t like—about the Partner Portal will help us create the best best software possible for your needs!

We’d love it if you would rate your experience with Cardknox and let us know what you think!