FAQ

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If you have forgotten your username or password, don’t worry, you may retrieve or reset forgotten login credentials. If you need to retrieve credentials, follow the steps below:

1. Go to your log in screen. Above the Username and Password fields it says Forgot password? Click here for a link to reset.

2. You will be directed to the Forgot Username or Password page. Here you can either have your username sent to you or reset your password.

Forgot Password

1. To reset your password, enter your username in the username field.

2. Click the Submit button.

3. A password-reset email will be sent to your registered email address.

Note: if you have not received a password reset email within 15 minutes, please resubmit your request.

4. In the email, we will provide you with a temporary password along with a link to reset your password.

5. You will be asked for the temporary password and to create a new password for your account

6. Click Submit button to save your new password.

Note: Forgot password will also reset the security validation question.

Forgot Username

1. To retrieve your username, type your email address in the Email field and click Submit.

2. You will receive an email with your username(s) associated with your account.

Note: If you have multiple accounts registered to a single email address, all usernames will be listed in the email along with the DBA.

3. You can now use the provided username to login to your account.

Not at all! linked2pay doesn't require your customers to make any sort of account with us. All they do is fill in the information and submit.

However, they do have the option to make a free customer account with linked2pay. Doing so will let them view their payments history. If they would like to create a customer account, all they need to do is follow these steps

The amount of time it takes for the money to be deposited depends on the type of transaction: credit cards, ACH, or remote deposit. 

Credit cards: Funding typically takes 1-2 business days 

ACH: Depends on your funding days and your ACH limits. If you have standard funding (not next day funding) and haven't gone over your daily limit, you'll most likely receive your funds within 2 business days. However, if you go over your daily limit, it might take up to 4 business days to fund. Of course, weekends and holidays might delay the process further. To see the expected effective date navigate to ACH/ Transactions under Reporting on the left-hand side menu. 

RDC: Depends on your funding days and your RDC limits. If you have standard funding (not next day funding) and haven't gone over your daily limit, you'll most likely receive your funds within 2 business days. However, if you go over your daily limit, it might take up to 4 business days to fund. Of course, weekends and holidays might delay the process further. To see the expected effective date navigate to Transactions under Remote Deposit on the left-hand side menu. 

If an ACH is returned, both you and your customer will be notified via email. If the transaction was returned before being funded, the customer will have to submit a new payment.

Card declines are very common, and they can happen for many different reasons. Below are some tips for you to follow in case your customer's credit card is declined:

First, run your customers card one more time to make sure it wasn't a passing error.

If that doesn't work, go to your history and look at the decline reason- these will vary. Some decline reasons vary from "do not honor", "insufficient funds" to "invalid card number".

It's important to make sure you're swiping the card/entering the correct card number at the time of the transaction. For further assistance, your customer may have to contact their bank to confirm the transaction is not being blocked or stopped.

Having Cookies turned off when attempting to submit a transaction through the online form will lead to issues. Follow the simple steps below to turn cookies on for the following internet browsers.

For Google Chrome:

1. On the top right corner go to Settings
2. Select 'Advanced' (bottom of the page)
3. Once selected, scroll to Content Settings
4. Select Cookies
5. Make sure cookies isn’t 'Blocked' & also make sure the ‘Block third-party cookies’ option is not disabled.
6. Once all steps have been completed, close out Chrome entirely and then reopen. You should be able to submit a payment without further issues

 For Firefox:

1. On the top right corner go to Options
2. On the left side of screen select 'Privacy & Security'
3. On Content Blocking, make sure “Third-party Cookies’ is not checked off.
4. Under Cookies and Site data, select 'Accept cookies & site data'