Helpful phone numbers: Cartis, Elavon, disputes, PCI, Amex and gateways

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How do I contact Cartis Payments?

If you’re already a merchant or thinking about becoming one, start with us. We know your account and setup, so we can give you personal, quick support.

• Submit a request right here through the support centre or by clicking on the help icon on the bottom right of your screen.
• Email us – support@cartispayments.com
• Call us – 1-888-712-0770

When should I call Elavon directly?

When the matter is urgent and you can’t reach Cartis. Elavon’s customer service is available 24/7. If you do contact Elavon, email us afterwards so we can follow up and make sure your issue is properly resolved.

• Call Elavon Customer Service – 1-800-725-1243 / 1-866-310-3345
• Call Elavon Software Support (Converge Related) – 1-800-377-3962 (option 2, option 2)

How do I book Converge training?

Cartis gives every new merchant Converge training. If you need a session at a time when we’re not available, you can book it directly with Elavon’s training team. Elavon’s training covers the basic back-end functions of Converge. It can’t answer setup questions if you use Converge through one of our integrated software partners; for those, contact Cartis directly.

• Call for Training Request – 1-866-451-4007

Where do I order terminal supplies?

For extra supplies such as charging cables and paper rolls, call Elavon Supplies. It’s worth comparing prices at Amazon or Staples too.

• Call – 1-800-972-7815

How do I get a voice approval or call in a Code 10?

Some terminal transactions need a voice authorization from the authorization centre. If you want to check a card you suspect of fraud or suspicious activity, call and say code 10.

• Call – 1-866-508-5855

Who do I contact about a chargeback or dispute?

Elavon’s dispute resolution department handles questions about disputes and chargebacks, and copies of notices or bank documents for a case. You can also respond to a dispute by fax or email with your response notice and supporting documents, or through My Payments Insider.

• Call – 1-866-895-0050
• Fax – 877-888-2034
• Email – DisputeResolution@elavon.com

Who do I call about a recovery balance or collections?

If you owe a recovery balance or your account is in collections, settle the outstanding balance through the recovery department.

• Call – 1-800-377-0967

Who helps with PCI compliance?

Call for help completing your annual PCI compliance or resetting your PCI portal password.

• Call 1-855-750-0747

How do I reach American Express (Amex Direct)?

We can board most merchants on the Amex OptBlue program, which gives you one statement, one deposit and one point of contact. If you’re not eligible for OptBlue, or you chose to stay with Amex Direct, you may need to contact American Express merchant support for Amex transactions.

• Call 1-800-268-9877

How do I contact a third-party gateway?

If you use a third-party gateway and need to reach it directly:

• Authorize.Net
  • Call – 1-877-447-3938
• Worldline (formerly Bambora)
  • Call – 1-833-226-2672
  • Email – support.na@worldline.com

Common questions

What is Bambora’s customer service number?

Bambora is now Worldline. Call 1-833-226-2672 or email support.na@worldline.com.

Is Elavon customer service available 24/7?

Yes, at 1-800-725-1243 or 1-866-310-3345. Try Cartis first, and if you do call Elavon, email us afterwards so we can follow up.

What is 1-800-377-0967?

It’s the recovery department’s number, for recovery balances or accounts in collections.