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FAQ
If you receive a chargeback, you can upload supporting documents through the Elevate chargeback uploader using your ARN/LoCode. This helps dispute the chargeback with your evidence.
Learn more: https://portal.cocard.com/portal/en/kb/articles/how-to-submit-chargeback-documents-through-elevate CoCard PortalSet up your Authorize.net Chip Card Reader 2.0 by installing and pairing the latest app with your device, then follow the in-app setup prompts to begin accepting chip transactions.
Learn more: https://portal.cocard.com/portal/en/kb/articles/authorize-net-how-to-setup-the-chip-card-reader-2-0 CoCard PortalThe Compass Dashboard gives you a centralized view of transactions, batch summaries, deposits, and reporting. It’s a quick way to track sales and account performance.
Learn more: https://portal.cocard.com/portal/en/kb/articles/compass-dashboard-orientation CoCard PortalTo close your merchant account, submit a cancellation request via the designated form. There may be a processing period and possible closure fees.
Learn more: https://portal.cocard.com/portal/en/kb/articles/how-do-i-close-cancel-my-merchant-account CoCard PortalTo complete PCI compliance scans, you’ll need your public IP. You can find it using an online IP lookup or through your ISP, and then share it with support.
Learn more: https://portal.cocard.com/portal/en/kb/articles/how-to-find-public-ip-address CoCard PortalUpdating your bank account on file helps ensure deposits go to the correct account. Contact support to start the secure update process.
Learn more: https://portal.cocard.com/portal/en/kb/articles/how-do-i-update-my-bank-account-information CoCard PortalIf your business changes ownership, you’ll need to submit an updated merchant application so the new owner’s information is on file.
Learn more: https://portal.cocard.com/portal/en/kb/articles/how-do-i-transfer-ownership-of-my-cocard-business-merchant-account CoCard PortalAn INVALID TIN/EIN notice means the tax ID information on file doesn’t match IRS records. You may need to update your EIN or provide verification documentation.
Learn more: https://portal.cocard.com/portal/en/kb/articles/what-is-the-invalid-tin-ein CoCard PortalUpdating your business address ensures accurate statements and communications. Typically, this is done by contacting support with your new address details.
Learn more: https://portal.cocard.com/portal/en/kb/articles/how-do-i-update-my-address CoCard PortalUpdating your business address ensures accurate statements and communications. Typically, this is done by contacting support with your new address details.
Learn more: https://portal.cocard.com/portal/en/kb/articles/how-do-i-update-my-address CoCard PortalAfter approval, you’ll receive registration info for completing your PCI compliance questionnaire through the PCI provider.
Learn more: https://portal.cocard.com/portal/en/kb/articles/where-do-i-take-my-pci-questionnaire CoCard PortalPCI Compliance means your business meets data security standards required for card processing, helping protect customer card data from breaches.
Learn more: https://portal.cocard.com/portal/en/kb/articles/what-is-pci-compliance CoCard PortalA void cancels a transaction before settlement, while a refund returns funds after settlement. The available option depends on timing.
Learn more: https://portal.cocard.com/portal/en/kb/articles/whats-is-the-difference-between-a-void-and-a-refund CoCard PortalForm 1099-K reports payment card transactions for tax purposes. Consult your tax professional for how to use it in your tax filing.
Learn more: https://portal.cocard.com/portal/en/kb/articles/i-received-1099-k-form-what-do-i-do-with-it CoCard PortalThe IRS provides additional detail and guidance for understanding and reporting Form 1099-K.
Learn more: https://portal.cocard.com/portal/en/kb/articles/where-can-i-learn-more-about-form-1099-k CoCard PortalDeposit timing varies by batching time, weekends, holidays, and bank processing. Generally, deposits settle within 1–2 business days.
Learn more: https://portal.cocard.com/portal/en/kb/articles/when-will-i-receive-my-deposit CoCard PortalDecline codes indicate why a card transaction was not approved — such as insufficient funds or incorrect information.
Learn more: https://portal.cocard.com/portal/en/kb/articles/what-are-common-card-transaction-decline-codes CoCard PortalA chargeback is initiated when a cardholder disputes a transaction with their issuer. You’ll be notified with details on the dispute.
Learn more: https://portal.cocard.com/portal/en/kb/articles/what-is-a-chargeback-and-how-will-i-know-if-i-received-one CoCard PortalFor card-not-present needs (like manual entries), you usually get full card data from the customer directly. If needed, support can assist with verification to access it.
Learn more: https://portal.cocard.com/portal/en/kb/articles/how-do-i-get-the-full-credit-number-for-a-transaction CoCard PortalIf tips weren’t added before batching, you can’t adjust those transactions afterward — future tips must be entered before settling.
Learn more: https://portal.cocard.com/portal/en/kb/articles/i-batched-out-without-adding-tips-what-can-i-do CoCard PortalGood communication, clear billing descriptors, and accurate charge documentation can lower chargeback risk.
Learn more: https://portal.cocard.com/portal/en/kb/articles/how-to-avoid-chargebacks CoCard PortalRespond quickly with complete evidence and documentation to improve the likelihood of winning the dispute.
Learn more: https://portal.cocard.com/portal/en/kb/articles/best-ways-to-deal-with-a-chargeback CoCard PortalOur glossary explains common payment processing terms so you understand statements, reports, and industry language.
Learn more: https://portal.cocard.com/portal/en/kb/articles/glossary-of-terms CoCard Portal
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