Accepted Currencies: United States Dollar (USD) and Canadian Dollar (CAD)
Accepted Payment Methods: Credit and Debit Card Transactions, Automated Clearing House (ACH) Payments, and Automated Clearing Settlement System (ACSS) Payments
Payout Frequency: Up to 14 days
Processing Options: Manual Entry and Credit Card Terminal

CUSTOMER SUPPORT

Phone: 1-888-926-2289
Live Support: via Stripe's Support Contact page
Dashboard: submit a Support ticket through your Stripe dashboard

TIP: Have your Merchant ID (MID) ready for a smoother support experience. Your MID can be found going to Settings > Property > Payments & Charges tab > Edit.

PCI COMPLIANCE SUPPORT/RESOURCES

Stripe's Guide to PCI Compliance - For detailed guidance on PCI compliance, Stripe offers this step-by-step guide that covers the requirements and how Stripe can assist in achieving and maintaining compliance.
If you need to check your company's PCI compliance status with Stripe, you can do so in your Stripe Dashboard. Navigate to the "PCI Compliance" section under Business Settings.
For additional assistance with questions related to PCI compliance, use one of the contact methods provided in this article's Customer Support section to connect with Stripe.

IMPORTANT NOTE: New accounts are no longer being established for this processor. Please see our partnered processors here.

SETUP A STRIPE ACCOUNT

From your Firefly account, Navigate to Settings > Property > Payments & Charges tab. Ensure you have the "Live Mode" option selected, then select Connect with Stripe.

CC setup photo

You will be directed to Stripe's website, where you will be prompted to activate your account. To get started, fill in your business details, including your address, contact information, and bank account information for payment deposits.

NOTE: If you already have a Stripe account, you can skip the "Activate Your Account" step. Instead, click on the "Sign In" button at the top right corner of the page to access your account. Then, proceed to the "Connect Your Stripe Account to Firefly" section below for further instructions.

CS-Firefly-KB-Settings-New-Stripe-Acct

Finalize your new Stripe account:

After you have completed filling in all the required information, click the "Authorize access to this account" button to finalize the process. You will then be redirected back to the Firefly website. At this point, your Stripe account will be successfully connected to Firefly, you are ready to start processing payments!

CS-Firefly-KB-Settings-Save-Stripe-Acct

CONNECT YOUR STRIPE ACCOUNT TO FIREFLY

NOTE: that this step is only necessary if you already possess an existing Stripe account.

If you already have a Stripe account, select the Sign In link in the very top right. Enter your username and password to sign in. You will now see the below screen where you can select the account to connect.

Please be aware that while the layout of the page may have changed, the steps to connect your account remain unchanged. First, choose the Stripe account you want to connect. Next, click the option to establish the connection with your Stripe account.

CS-Firefly-KB-Settings-Select-stripe-account

After selecting the option to connect your Stripe account, a confirmation message will appear, indicating that you are now successfully connected to Stripe with a green "Connected to Stripe" notification, as illustrated below. You are now ready to begin processing payments!

CS-Firefly-KB-Settings-Stripe-Connected

ENABLE CUSTOM RESERVATION FEES

By default, Stripe automatically collects the $3.50 reservation fee from your customers, ensuring the park does not incur these booking costs. However, this feature applies only to booking made through your reservation portal and does not extend to bookings made through any other source.

To ensure the park is collecting a reservation fee for bookings from all sources (online, front desk, over the phone, Airbnb, etc.), we recommend setting up custom reservation fees and enabling the custom reservation fee option in your payment processor setup within Firefly.

To enable this option, navigate to Settings > Property > Payments & Charges tab > select Edit next to your Stripe connection.

Check the box next to Enable custom reservation Fees and click Save.

CAUTION: You must enable this custom reservation fee option if you created custom reservation fees for All sources. Failing to enable this option shown above will double charge the reservation fee for guests booking on the reservation portal, as Firefly will collect the custom fee and Stripe automatically collects $3.50 at checkout on the portal.

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.

TIP: To locate your specific processor's terminals setup and how-to use instructions, check out this article: Adding a Credit Card Terminal - Stripe.

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:

Plug in the terminal to your device. Make sure it is powered on and connected.
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).
In Firefly, navigate to Settings > Property> Payments & Charges tab.
In Property Settings, select Edit next to the Fiserv connection.
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 Stripe for additional assistance. You can find the contact information in the "Contact Stripe 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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