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Invalid Merchant Number
KBA-01796
Problem
When attempting to process a transaction for the first time, the response is Invalid Merchant Number.
Solution

One of the following issues may exist:

  1. The merchant account is not active. Call the processor to verify the account's status.
  2. There is some extended information that is incorrect or not completed. Refer to the Activation Worksheet on GO Software's website (http://www.gosoftware.com/support/PCChargeActivationWorksheet.htm). Find the processing company in question and verify that the extended information entered into the software matches the format listed on the Activation Worksheet.
  3. With FDC (FDMS North), the account is not setup for ETC type 7. Call the processor to verify the merchant account is setup as ETC type 7.
  4. The merchant number/TID number was not entered correctly. Refer to the Activation Worksheet on GO Software's website(http://www.gosoftware.com/support/PCChargeActivationWorksheet.htm). Verify the format of the merchant account number entered in PCCharge corresponds to the merchant account number listed on the Activation Worksheet for the specific processor.
  5. The platform type (Host, Terminal or Hybrid) configured in PCCharge contradicts that type on which the merchant account has been is placed on the processor's end. Call the processor and verify the platform on which the merchant account resides (Host, Terminal or Hybrid). Refer to http://www.gosoftware.com/products/PCChargeCerts.htm#credit, find the specific processor. Then look to see if PCCharge is certified for that platform type with that processor. If PCCharge is not certified for that platform, the merchant account will need to be moved on the processor's end to the platform type on which PCCharge is certified. Please note, PCCharge is not certified for Hybrid with ANY processor.

Note: Any changes made on the processor's end may take 24-hours to become available.

Additional Comments

If further assistance is needed, please contact GO Software's Technical Support Department using one of the following methods:

· Telephone Support (M-F,9am-8pm EST): 1-877-659-8981

· Internet Chat (M-F,9am-5pm EST): http://www.gosoftware.com/support/supportChat.htm

· Email Support (M-Su,9am-5pm EST): support@gosoftware.com

Notes:

  • Electronic Support methods (Chat and Email) are designed to provide simple use instruction and basic troubleshooting procedures. Persons who elect to contact the support group electronically may be asked to call-in, if it's determined that the issue goes beyond that which cam be efficiently resolved electronically.
  • Telephone, chat and email support are paid services provided by GO Software's Technical Support Department. Most software purchases include a 60-day period where these services are provided as part of the initial software package purchase. After this time period, access to these services can be purchased from a technician through our Telephone Support phone number.