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Add your Fiserv Direct Integration and Terminal Device

Richard Abujasen
Updated

**For Fiserv Payments integrated customers only!**


If you're interested in setting up with Fiserv or purchasing a terminal, contact the Fiserv team at signup@fiserv.com



Connect a Fiserv terminal to take advantage of connected terminals in OptiMantra - this can improve your customer experience, speed check-out, and reduce disputes and chargebacks


Getting Started (and Ordering a Terminal)


Just getting started? Get started with the basics here: Configure, set up Payment Processing with Fiserv (recommended), StripeExpress or Authorize


To get started, please complete the sign-up form here (we can also put you in touch via ticket directly if helpful!)


If you're interested in terminal devices, you'll be able to select from a range of options depending on your practice needs - devices are available for both purchase or rental





Setting Up Your Account


Watch this short video on setting up your new Fiserv account





Go to Settings > Payments > Fiserv


> Add your direct integration: Under Practitioner MID

  • If you've had your Fiserv credentials emailed to you, you can add that information in here directly. If not, send us a ticket.
    • Any new Fiserv clients should also get these credentials emailed directly from CardPointe support after being approved for your account - you can add those in here directly.
    • If you set up Fiserv pre-June 2024, send us a ticket and we'll request that your credentials be issued to you for the direct integration. 



Make sure that every field is added in correctly (exact same spelling and capitalization) to ensure the set-up goes through. You will need to add

  • your API username - a short set of characters, e.g. optipract
  • your API password - a string of numbers and characters, e.g., IEekra21zd$@!#iKEeja
    • Make sure this matches exactly! (i's and l's are easy to mix up, and lower vs. upper case matters)
  • your merchant ID - this is a set of numbers that denotes your unique Fiserv account, e.g., 41233121314



  • You'll then see Fiserv show up in the dropdown on your Take Card Payment and Superbill pages to start using it



Note, if you are currently using an Authorize.net set-up and transitioning over
  • You are able to toggle back to the Authorize.net integration using that same dropdown if you are having any trouble with a transaction.
  • We recommend having both systems up for the next 1-2 weeks until you've run at least a dozen or so transactions, but then you're welcome to cancel your Authorize.net account and remove it from OptiMantra (just delete out the credentials under Settings > Payments > Authorize). 
  • When you're ready, please cancel your Authorize.net account directly with Authorize.net (here's how). We can't automatically cancel your gateway account for you, so it needs to be requested on your end so you no longer get charged the monthly fee.


> Add your Payment terminals


Before completing this step, please make sure you have set up your direct integration (steps above) for every provider in the practice. Your terminal will not work if you do not have the direct integration set-up


  • Ensure your terminal is turned on, connected to Wi-Fi, and in Customer Facing Mode
  • Navigate to settings> payments> processors> Fiserv> Payment Terminals tab
  • Add your merchant ID (this is the FiservMerchant ID you'll see in Cardpointe and in your Fiserv communications), as well as the terminal-specific HSN/device serial number
    • If you're not sure what your terminal serial number is, powerdown your device (disconnect it from power for 10 seconds) and plug it back in. 
    • The serial number will show up on the screen when it turns back on!
    • You will need to reach out via ticket with OptiMantra to receive the Auth Key
      • A placeholder can be used in the mean time
  • Add the location
    • Select all locations you would like to add
  • Click Add terminal
  • If you have not already opened a ticket to receive the Auth Key, please do so to complete set-up
  • Saved Terminals will show up on the list below and can be deleted at any time




> Add your Payment terminal when using multiple Merchant ID's

Please note, this is only applicable to clinics who utilize multiple different MIDS and would like to process payments via one terminal

    We advise reaching out via ticket so we can assist you in getting Multi-MID Functionality.


  • Ensure your terminal is turned on, connected to Wi-Fi, and in Customer Facing Mode
  • Navigate to settings> payments> processors> Fiserv> Payment Terminals tab
  • Add your merchant ID (this is the FiservMerchant ID you'll see in Cardpointe and in your Fiserv communications), as well as the terminal-specific HSN/device serial number
    • If you're not sure what your terminal serial number is, powerdown your device (disconnect it from power for 10 seconds) and plug it back in. 
    • The serial number will show up on the screen when it turns back on!
    • You will need to reach out via ticket with OptiMantra to receive the Auth Key
      • A placeholder can be used in the mean time
  • Add the locations
    • Select all locations you would like to add
    • The MID assigned the terminal in your Cardpointe account will be the MID used to verify the terminal, however when the transaction is processed at checkout- the payment will align to the Practitioner's MID denoted in settings
  • Click Add terminal
  • If you have not already opened a ticket to receive the Auth Key, please do so to complete set-up
  • Saved Terminals will show up on the list below and can be deleted at any time. 





Important details to note when using Multiple MIDS through one terminal

  • This is for use when different providers utilize different Merchant IDs. 
    • MIDS can be unique to:
      • The Practitioner: Each doctor processes payments to their own account
      • The Location: Multiple doctors share the same MID, but unique MIDS are used for specified locations
  • When adding the terminal for use with multiple MIDS, you will verify the terminal to a single MID, however, the superbills are where you will discern which MID is processing the payment when sending it to the terminal.
    • When creating a superbill - ensure you select the appropriate practitioner and location
    • You can ensure the correct details are selected once inside the superbill by viewing the Visit Details at the top




Using Your Terminal (!!!)


Start using your Fiserv terminal in OptiMantra

  • Under your Superbill > Card Payment Section > Click the Payment via Terminal button


  • You'll see this pop-up screen to kick off the terminal workflow
    • Confirm the settings
      • Review the terminal (only if you have multiple)
      • Pick card type
      • Decide if you want to prompt for a tip
      • Review  payment amount
    • Click Send to terminal
    • The patient will complete the workflow in their terminal


  • This will prompt the workflow to continue on the terminal - swipe, tap or insert the card and complete the steps!
  • We always recommend doing a couple test transactions to familiarize yourself with the process before getting started.


> How to Cancel Your Fiserv Account


To cancel your Fiserv account, please send an OptiMantra Ticket with the following information:

  • Your first and last name
  • Your phone number
  • Merchant ID number
  • Date of effective cancellation
  • Cancellation reason

***Please be aware that only the owner of the Fiserv account may request this cancellation***


We will then pass this information along to Fiserv / CardPointe on behalf of your clinic. The cancellation process typically occurs by the end of the current month. If we are close to the end of the month, the cancellation may be processed in the following month.



FAQs


CONTACTING FISERV SUPPORT

  • Reach out to their support team at 877-828-0720
    • They are available 24/7 and will be able to assist with any questions regarding your active account.
    • When prompted, say "CardPointe Support" to connect with the right team


TROUBLESHOOTING THE SET-UP


Adding Payment MID - Error message: Credentials not updated

  • Your merchant ID, API ID or API key were not entered correctly
    • Please review to make sure that all three are an exact match with what was issued. 
  • If the error persists, please contact our team



Adding Terminals - Error message: Invalid credentials

  • Do not add a device if you are getting an invalid credentials error, this typically means that either:
    • Your device is not online and thus we cannot identify it on the network
      • Go to the Internet Connection part of your Settings/Admin screen and confirm you are connected to the internet with enough signal
      • Then, try again
    • There is an error with the device serial number
      • Please check it - the serial number will also show up on the home screen when you boot up your device, so that's a good way to check you have the right one
  • If the error persists, please contact our team



Running Payments - No request queue registered for hsn xxxx

  • If you're getting this error message, your device is probably not currently online - this can happen even after you've connected your terminal and are all good to go
  • Terminals will disconnect from the internet if they are left dormant or there's a change in your internet (e.g., you reboot it or it briefly goes out).




Running Payments - Payment by terminal button is greyed out even though terminal was added

  • Check that each practitioner has Fiserv direct integration credentials under Settings > Payments > Processors > Fiserv > Practitioner MID 
    • Without direct integration credentials, you won't be able to run payments under a provider
  • Go to the Superbill page and clear-refresh the whole page by clicking on:
    • Command+Shift+R on Mac
    • Control+Shift+R on PC
    • *You should see the Superbill page reload



AUTHORIZE.NET TRANSITION


Will you cancel my Authorize.net account?

  • No, we cannot cancel your Authorize.net account on your behalf. Please reach out to Authorize to cancel it directly to the team. Here's an article on cancelling your account: https://support.authorize.net/knowledgebase/article/000001227/en-us
  • We recommend having both accounts up-and-running side-by-side for 2-4 weeks and until you've run at least a dozen transactions so you are comfortable with Fiserv before making the shift over. 
  • You will no longer be able to refund payments or cancel subscriptions from within OptiMantra after you disconnect your Authorize.net account.
  • *Note, if you have recurring transactions on Authorize.net those need to be moved over manually! Those will not automatically port over.


Can I get daily notification emails like Authorize.net used to send?

  • If you want to get daily notification emails through Fiserv like you were getting with Authorize.net, you can enable that! Here's a quick video overview we found. Your Fiserv set-up contact can also help you enable these email settings.



ACCOUNT SET-UP (CARDPOINTE - Fiserv's backend portal)


How do I access my back-end to view transactions, emails, tax documents, etc.?


Can I get  notification emails?

  • Yes - we highly recommend going into CardPointe to set up daily notifications for failed transactions, fraud alerts, and daily successful transaction summaries. Here's a quick video overview we found. Your Fiserv activaction specialist set-up contact can also help you enable these email settings.


How do I view my Fiserv fees and charges?

  • To view your fees, go to Cardpointe > Reporting > Statements - the Fiserv statements do a very comprehensive job laying out exactly what your credit card charges go to - Visa, Mastercard, etc. processing fees, account fees, etc.


TERMINALS


Can I use a previous Clover terminal (that is, a device purchased not through an OptiMantra-affiliated Fiserv rep)?

  • The way a terminal is programmed (device provisioning and key injection) is different depending on whether the device was purchased through Clover directly or through a previous partners.  

  • The best way to determine if your existing terminal can be reprogrammed is to share your past Clover MID (account number; you can find this on any past statement) and ask your Fiserv rep to check whether this device can be reprogramed.


Can I use the same terminal device if my providers each have different Fiserv accounts?

  • Yes, if you have different providers with different Fiserv accounts (that is, each has their own Merchant ID linked in OM), but all of their transactions are run from the same computer and terminal, you can run those transactions on a single terminal.
  • Connect your terminal to the location and the transactions will automatically be run on the right Fiserv account based on the Superbill practitioner that is set.


Can I run payments across multiple computers with the same device?

  • Terminals are set-up on the computer/browser. You can switch the device across computers but it will add additonal work each time. If you are routinely using devices across multiple computers (e.g., you have 3 checkout stations in the office) we typically recommend one terminal per station/location.



I'm getting an error: Amount cannot exceed billamount

  • If you're getting the following error, the balance on your Superbill is likely zero and you may be inputting the payment amount. In that case, please make sure that you do not add the payment amount - just
  • Add your cost/service
  • Click Payment via terminal (directly)
  • Then take payment




PCI COMPLIANCE


Fiserv just rolled out their new PCI Compliance SAQ (Self Assessment Questionnaire) to make it much easier for practices to complete the PCI certification. Follow the steps below to become PCI compliant and avoid non-compliance fees:

  • Log into CardPointe
  • Click on My Account > Accounts
  • Next to your Account Name you should see PCI Status > Not Compliant
  • Click on the hyperlinked Not Compliant
    • You will have a new window open
  • Use your Fiserv Merchant ID username and password to log in
  • You'll be taken to a survey to fill out
    • You should be able to respond affirmatively to the questions.
    • If you are running into any questions, you can call 877 257 0239 and ask for help from the PCI Compliance team
  •  Once the survey is completed, your status will change to certified! We'll let Fiserv know that you were waiting on the new certification as well.


IF YOU NEED MORE SUPPORT ON FISERV CANCELLATION

If you need any further assistance, please let us know and we’d be happy to help you escalate your cancellation request to Fiserv. 




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