Resource Name | Contact Information | Hours | Responsibility |
Payment Questions Genius Customer Care |
1-800-941-6557 |
24/7 | - Billing/invoice/chargeback questions - Billing bank account updates - Record updates- DBA, address, email address, phone number - Location chaining for gateway users in Merchant Ware Portal - Banking Information - Transaction Information - Closing Locations - Settlement Issues |
Genius Equipment Issues
Genius Tire 2 technical support |
1-888-249-3220 |
24/7 | - Reprograming of Terminals - Troubleshooting Issues - Cannot Process any Transactions - Physical Issues (Stylus not working, screen, card reader, etc.) - Device replacement and Swaps |
New Locations | Russell DiVirgilio |
| - Store Opening or additional location requests |
Account Management |
When emailing, send your Merchant ID, DBA Name and a short description of the issue on the subject line
Response/Resolutions within 24 hours |
M-F 8am-5pm EST
| - Escalation/ Statement Issues/ Billing Bank Account Updates & Questions / Transaction Information - Location Chaining for Gateway users in Merchant Ware Portal - Closing Locations/ Adding Additional Lanes/ Settlement Issues |
Reporting |
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MerchantWare Gateway
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24/7 | - View Real-Time Transactions - Process Voids and Refund - Add Users |
Global Merchant Portal |
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24/7 | - Funding - Captured Transactions - Authorization Detail - Statements |
Aperia PCI Certification |
1-800-303-5134 |
| PCI compliance is a requirement put out by the card brands. You can access the Aperia PCI Compliance Tool via Merchantware gateway. If you have any questions on how to complete the Self-Assessment Questionnaire (SAQ) and/or required scans, Aperia will support. via the 800 number |