Converge questions and answers: login, batches, declines and Converge Connect

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How do I log in to Converge?

I’m not receiving the passcode to update my password

First, confirm with us which email address is linked to your user ID. If it’s the right address and the passcode still doesn’t arrive, press the resend passcode option.

I get “Invalid account/user/password combination” but my details are right

Make sure you do not have an auto fill saved in your browser and double check that you are on the right Converge production URL login screen https://www.convergepay.com/converge-webapp/#!/login and NOT the demo Converge login URL https://demo.convergepay.com/converge-webapp/#!/login

If that doesn’t help, try logging in from a different location or internet connection: from home, or on your phone with Wi-Fi turned off, or with your computer tethered to your mobile data. If that works, your network’s IP address has probably been blacklisted because you or someone on the same network had too many unsuccessful login attempts. Contact us and we’ll whitelist the IP address.

Why won’t my batch settle, and where is my batch?

My transactions aren’t settling and I see RB INVLD AMT 9999

The error RB INVLD AMT 9999 under settled batches means there’s a $0 transaction in the batch. Find and delete the $0 transaction, then settle the batch.

I received a deposit but can’t find the batch in Converge

If you have more than one terminal ID in Converge (for example one for keyed transactions and one for e-commerce), switch terminals at the top right and check the settled batches on each. If you also have a physical terminal, the deposit may come from a batch run on that terminal. To see batches from all your devices in one place, use My Payments Insider.

How long do declined transactions show in Converge?

Declines show for up to 21 days, then drop off, unless someone deletes them sooner.

What do Converge error and decline messages mean?

Declined by card

The host (the card’s bank) approved the transaction, but Converge or another system then declined it, so the transaction was reversed. Removing the card from the card reader too quickly can cause this.

Please retry 5270

This is a Visa decline that a card network issue can cause. Try the card again, or ask for a different form of payment.

Token request failed, or error getting expired card report

Several things can cause this:

• The user isn’t set up as API.
• Two fields, Domain ID and Token format, weren’t filled in when the terminal ID was created.
• On a MOTO account, HTTPS transactions need to be enabled temporarily so the domain ID and group ID fill in, and the token format needs to change to universal.
• The token sometimes needs to be deleted and added back to the account.

Contact our support team so software support can fix it (the fix requires classic).

Customers see “Cannot contact reCAPTCHA” at checkout

The full message is: www.convergepay.com says Cannot contact reCAPTCHA. Check your connection and try again. reCAPTCHA is a Converge service that blocks automated malicious bots from your checkout. If a customer sees this error, they can try:

• Refresh the page
• Clear browser cookies and cache
• Disable ad blocker
• Update browser to latest version
• Ensure java script is enabled
• Try a different browser.

“Error getting merchant data” or “Not Authorized” in billing and invoicing

Make sure you’ve enabled billing and invoicing. If you still see the errors, ask us to confirm your user has the right permissions.

The transaction receipt won’t open

If the receipt doesn’t open after a sale, or when you click receipt in the side bar, a pop-up blocker in your browser may be stopping it. In Chrome, open your privacy and security settings and allow the Converge website to send pop-ups.

My Link 2500 says payment cancelled, but the Converge Mobile app shows approved

Login to Converge to confirm you see the transaction as approved.

Nothing happens when I select return next to new payment

As of April 2023, stand-alone refunds (refunds without an associated sale) are disabled for new users. You can still refund as usual by finding the original sale and refunding it. If you need stand-alone refund rights, contact our support team to enable them.

Importing tokens gives “invalid transaction type”

Check your spreadsheet has the right headers, and look for these known causes:

• Expiry date format must be MMYY.
• The ssl_add_token column must be set to Y.
• ssl_customer_code should be ssl_customer_id.
• Special characters can break the CSV formatting. Use Find/Replace to remove them (common offenders: “ ( ) \ / , & - ^).

How do I update Converge Connect (Log4j)?

If you use Converge Connect, you must update to the most recent version to keep processing payments. If you don’t, you may get a declined – invalid term id error. To update Converge Connect, uninstall the current version using Windows and reinstall:

1. Unplug your card reader
2. To uninstall: go to Windows Control Panel and under Programs, uninstall a Program select ConvergeConnect, then uninstall.
3. To install the latest version, log in to Converge, click on your username, support/downloads and select ConvergeConnect. Go to your download folder, right click and select run as administrator. Follow the steps to download and install.
4. Once install is complete, check your system tray to see if the Converge Connect icon is there. If it is there, plug in your card reader and reboot your computer.

You can now refresh your devices and run transactions.

The update may automatically prompt your card reader to do a firmware update. It should be Converge Connect 4.7.2 or greater (i.e. 5.1.0.31).

What do these Converge payment terms mean?

What’s the difference between recurring and installment payments?

Recurring transactions let you set the payment amount and billing cycle, and they continue until you end them. Installment transactions let you set the payment amount, the number of payments and the billing cycle, and they stop after that number of payments.

Is CVV2 required with the authorization request?

Visa’s enhanced CVV2 (card verification value) guidelines took effect in October 2019. To comply, Converge automatically enforces CVV2 on all Internet and MOTO terminals. Even if your account doesn’t require it yet, sending the CVV with the authorization request is best practice.

What is a verification?

A verification checks whether the AVS (Address Verification Service) and CVV (card security code) values you were given for the transaction match the cardholder’s issuing bank.

What is a partial approval?

If it’s enabled on your account and a transaction is more than the card’s available balance (for example, on a prepaid card), you can approve it for the available balance or reverse/void it. If you complete a partial approval, collect the difference another way, such as a different card or cash.

Can I use multi-currency or recurring billing with buy buttons and payment links?

Can I enable multi-currency on a buy button or payment link?

No. Multi-currency isn’t available through a payment link or payment button. To use multi-currency with our hosted payment page, you’d need to complete an integration.

Can I set up a new recurring transaction in a different currency?

No, not even with multi-currency conversion enabled. If you run the first sale in the currency you want and then convert it to recurring, it errors out and defaults to your account currency.

Can buy buttons set up recurring transactions?

Yes, but only monthly. The billing date is based on the date of the first transaction.

Common questions

Is demo.convergepay.com my Converge login?

No. Log in to your account at the production URL, https://www.convergepay.com/converge-webapp/#!/login. Don’t use the demo login URL.

Who can whitelist my IP address or check my user rights?

We can. Call us at 1-888-712-0770 or email support@cartispayments.com.