Payment Processors
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      2. Admin Settings
      3. Payment Processors

      Process Payments with Fiserv

      Connect to Fiserv: Overview, Setup, and Support

      Last Updated: January 29, 2025

      Link to Firefly Feature: Settings > Property > Payments & Charges (or click here)

      CS-KB-Fiserv-processor-button

      QUICK LINKS

      Explore the topics below to quickly find the information you need!

      Processor Overview

      Contact Fiserv Customer Support

      PCI Compliance Support

      Setup a Fiserv Account

      Connect your Fiserv Account to Firefly

      Connect a Terminal to Firefly


      PROCESSOR OVERVIEW

      • Accepted Currencies: United States Dollar (USD) and Canadian Dollar (CAD)
      • Accepted Payment Methods: Credit and Debit Card Transactions (including Visa, MasterCard, American Express, Discover, and other major credit cards), Automated Clearing House (ACH) Payments.
        • Note: Some card types, including American Express, may come with increased processing fees. Parks have the choice to decline acceptance of American Express if they prefer. For further details regarding these fees and available options, please reach out to Fiserv directly.
      • Not Accepted Payment Methods: Automated Clearing Settlement System (ACSS) Payments
      • Payout Frequency: Next Day
      • Processing Options: Manual Entry and Credit Card Terminal


      CUSTOMER SUPPORT

      Depending on your question, you may need to contact

      CardPointe Support or Fiserv Merchant Services Support.

      Please see details below to determine which support team you need.

      When to Contact CardPointe Support:

      1. Transaction Management:
        1. Resolving failed transactions, duplicate charges, or voids.
        2. Verifying transaction details or refunds.
      2. Terminal Issues (Ingenico/Clover Flex/Clover Mini):
        1. Troubleshoot and restarting a credit card terminal.
        2. Ensuring terminal is connected to internet.
        3. Re-pairing terminals to CardPointe.
      3. Reporting:
        1. Assistance to access detailed reports for payments, refunds, voids, and batch settlements.
      4. Virtual Terminal:
        1. Assistance with processing payments or refunds directly through the portal.
      5. Research Requests:
        1. Assistance with locating missing deposits, chargebacks, etc.


      How to Contact CardPointe Support:

      • By Phone: 484-581-7690 (Partner support line) or 877-828-0720 (General support line)

      TIP: When you connect, please mention "CardPointe support" and have your Merchant ID Number (MID) handy for a more efficient assistance experience.

      When to Contact Fiserv Merchant Services Support:

      1. Funding and Deposits:
        1. Questions about deposits to your bank account (e.g., delays or discrepancies).
        2. Issues with batch settlements or withheld funds.
      2. Billing and Fees:
        1. Inquiries about fees, such as monthly service fees, annual fees, and chargeback costs.
        2. Questions about your merchant statement or pricing details.
      3. Account Maintenance:
        1. Updating your merchant account information (e.g., banking details, ownership changes)
        2. Handling account holds, freezes, or closures.
      4. Chargeback and Disputes:
        1. Assistance with disputes that require Fiserv's direct involvement.

      How to Contact Fiserv Merchant Services Support:

      • Phone: 
        • 866-583-0959 (US Merchants)
        • 888-263-1938 (CA Merchants)

      TIP: Please have your Merchant ID Number (MID) accessible for a smoother support experience.

      PCI COMPLIANCE SUPPORT


      Fiserv partners with Secure Trust for PCI compliance. Contact information for Secure Trust can be found at the bottom of the scan result emails. If a scan report is unavailable, Secure Trust can be reached at 1-877-257-0239 or via email at ccsupport@securetrust.com.

      Feel free to reach out if you have any questions or concerns regarding PCI compliance or scan report details.


      SETUP A FISERV ACCOUNT

      From your Firefly account, Navigate to Settings > Property > Payments & Charges tab > then select Contact Fiserv. This will bring you to the Fiserv contact page, fill in your details and a Fiserv rep will reach out to you to get started on creating your account.



      CONNECT YOUR FISERV ACCOUNT TO FIREFLY

      Once you have received your newly established account credentials from Fiserv, you can now connect your account to Firefly. Again, Navigate to Settings > Property > Payments & Charges tab. Now, select the Connect option next to Fiserv.


      Select Live Mode and Enter Your Fiserv Credentials

      Copy and paste the credentials sent to you by Fiserv into the corresponding fields. Also, be sure to select Live Mode as this will be a live account. Click Save to save the connection details and you are complete! You are now ready to process payments in Firefly using Fiserv.

      NOTE: If you have also signed up to process ACH payments with Fiserv, simply select the "ACH Enabled" in the optional settings below. If you will not be processing ACH
      payments, leave this option unchecked.


      WARNING: the "Require credit card billing address" setting is optional. However, if removed, this may result in higher processing fees per transaction. For more details on these fees, please contact the processor directly.



      CONNECT A TERMINAL TO FIREFLY

      Each payment processor has a list of terminals you can purchase that work specifically with their payment processing systems. We suggest reaching out directly to your payment processor for their recommendation of compatible terminals.

      Once you have a terminal device, you can connect it to your computer or tablet then connect it to Firefly! 

      The setup process will involve the following steps:

      1. Plug in the terminal to your device. Make sure it is powered on and connected.
      2. Initial terminal setup: Follow instructions given by the processor to get the terminal connected to internet as well as completing any initial setup prompts (if applicable).
      3. In Firefly, navigate to Settings > Property> Payments & Charges tab.
      4. In Property Settings, select Edit next to the Fiserv connection.
      5. Scroll to the bottom of the page and select your terminal from the Terminal Selection dropdown, click Save.

      When processing payments, the terminal should now show as a payment method option!

      Note: If you encounter any difficulties connecting your terminal to Firefly after completing the steps outlined above, we recommend contacting Fiserv for additional assistance. You can find the contact information in the "Contact Fiserv Customer Support" section for your convenience.

       

       

      🙋‍♀️ Still need help? Email: support@fireflyreservations.com and one of our technicians can help answer your questions.

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