How to update or close your Elavon merchant account (request form)

On this page

How do I send a request?

You can send one request type or several at once. Scroll down inside the form to see every request type listed.

For a change that isn’t covered here, email our support team at support@cartispayments.com.

How do I close my account, permanently or for the season?

Choose Account Closure / Seasonal Closure in the form.

• Permanent closure: we’d appreciate any feedback on what we could have done better.
• Seasonal closure closes the account for a block of months. You have no processing and no billing during that time. You have 11 months from the date of closure to reactivate the account without needing a new application.

Where do I find a terminal’s serial number?

The serial # is on a small barcode sticker, either on the body of the terminal or under the back cover, paper roll or battery. It’s in this format: L#######-LL######

If you can’t find the sticker, print the serial # from the terminal:

1. Press #
2. Press 7 - Terminal Info
3. Press 1 - Terminal Info
4. Press Print

How do I change the bank account for deposits or billing?

Choose Deposit/Billing Bank Account to change the bank account your merchant account deposits to, is billed from, or both. Have a bank letter or a copy of a void check ready to upload.

How do I change my business address, email, phone number or primary contact?

Choose Address/Email/Phone #/Primary Contact Change. It covers the physical or legal business address, the primary contact’s name and email, and the business phone #.

• For a legal business address change, have a copy of the updated business document showing the new address (for example a Notice of Change or an updated Business License).
• The primary contact is the person we and/or Elavon reach out to. If you want dispute notifications sent to a different email, say so in the comments of the request.

How do I change my business name (DBA or legal name)?

Choose Doing Business As / Legal Name Change to update the business name, the legal business name, or both. Your Doing Business As name is what appears on cardholder statements.

For a legal name change, have a copy of the updated business document with the new legal name (for example a Notice of Change, an updated Business License or Articles of Amendment).

How do I change the owner, authorized signer or business structure?

Choose Authorized Signer / Ownership / Structure Change (Including Tax ID/HST # Change) when:

• there is a new beneficial owner (corporations)
• there is a new authorized signer (non profits/charities)
• the business has been sold and the new owner wants to keep the merchant account
• the structure has changed and a new tax ID # has been assigned

Some of these changes go together with other updates, such as the legal business name or the bank account. Select each of those request types as well.

Have these ready to upload:

• the new owner’s or signer’s driver license
• a copy of a business document showing the current legal name and address (for example a Notice of Change, an updated Business License or Articles of Amendment)
• for authorized signer or owner changes: a letter on the company letterhead, from someone other than the old or new owner/signer, noting the change

How do I increase my monthly processing limit?

Choose Processing Limit Increases. Each merchant account is approved for a monthly processing limit. Send a request if you expect to reach it before your roll over date (the date you were boarded), your volume is growing, or you have a temporary high-volume period.

Before a new limit is approved, your account goes through a re-underwriting review (a fresh risk review), and you may be asked for third-party financials.

How do I tell you about an upcoming large transaction?

Choose Submit Upcoming Large Ticket Transaction. When a transaction is above your approved high ticket or outside your normal processing, Elavon may need to verify it with the card issuing bank or the cardholder. Give the cardholder information exactly as it appears on file with their card issuing bank.

How do I raise my PIN debit (Interac) refund limit?

Choose PIN Debit Refund Limit if you have a terminal and issue refunds as part of your business. For security, and depending on your industry, PIN debit refunds are set to a minimum or not enabled, which stops you refunding to a PIN debit (Interac) card. You can ask for a monthly limit. If it’s approved, you can process up to that amount of Interac refunds each month.

How do I order terminals?

Choose Terminal Order, whether you’re adding terminals or ordering them for the first time.

• Note any custom parameters you need in the comments.
• To exchange your terminal type (for example, return a wired terminal and get a wireless one), say so in the comments and include the serial # of the terminal you’re returning.

Request form

Select every request type that applies, then scroll down to see all the fields.

Common questions

How do I cancel my Elavon merchant account?

Choose Account Closure / Seasonal Closure in the form above and put the serial # of any terminals, bases or SIM cards in the comments. We’ll be in touch with the next steps.

Can I close my account just for the off-season?

Yes. A seasonal closure stops processing and billing for a block of months. You have 11 months from the date of closure to reactivate without a new application.

Can I send more than one request at once?

Yes. Select every request type that applies in the same form. Some changes, such as a new owner, go together with other updates like the legal business name or bank account.

What if my change isn’t listed?

Email our support team at support@cartispayments.com.