Support

XCharge® Frequently Asked Questions

We are pleased to provide you with this document that includes answers to questions that are commonly discussed with our customer support staff. Please review these solutions before you decide to call for live agent support. Accelerated is committed to providing you the best possible customer support and often you'll find your solution much quicker by reviewing this document than by calling for support. You also may find it useful to print his information and keep it handy for future reference.


You can also download a PDF of this FAQ by clicking here.

- How can I void a credit card transaction?

A void will cancel a credit card (not including PIN-based debit) transaction processed on the current batch, which usually means the same day only. To void a transaction from X-Charge:

  1. Open the X-Charge icon from your desktop and login if needed.
  2. Choose the Void option from the left side of the screen.
  3. Click on the Search button to the right.
  4. Select the desired transaction. All credit card transactions from the current and previous day should be displayed in chronological order.
  5. Click OK to load the transaction to the screen.
  6. Verify the details match the desired transaction, then click F12-Process to complete the void.

 


 

- How can I adjust the amount of a credit card transaction?

Like a void, an adjustment will change the amount of a credit card transaction processed on the current batch. To adjust a transaction from X-Charge:

  1. Open the X-Charge icon from your desktop and login if needed.
  2. Choose the Adjustment option from the left side of the screen.
  3. Click on the Search button to the right.
  4. Select the desired transaction. All credit card transactions from the current and previous day should be displayed in chronological order.
  5. Click OK to load the transaction to the screen.
  6. Manually enter the full amount (including a decimal place) you would like to adjust the transaction to (no math involved, just enter the FINAL amount you want to go through).
  7. Verify the details match the desired transaction, then click F12-Process to complete the adjustment.

 


 

- How can I return money to a credit card in my history?

You can return funds to a credit card directly in X-Charge if the card is on hand or if you have the full credit card number. This can be done without the full credit card number starting in X-Charge version 7.1.1.

If you have the card on hand or the full card number:

  1. Open the X-Charge icon from your desktop and login if needed.
  2. Choose the Return option from the left side of the screen.
  3. In the Amount field, manually enter the full return amount (including a decimal place).
  4. In the Credit Card field, you can either swipe the card or manually enter the full card number.
  5. The Receipt and Clerk ID fields are usually optional.
  6. When ready, click on F12-Process to complete the return.
If you are using X-Charge version 7.1.1 or higher and do not have the card:
  1. Open the X-Charge icon from your desktop and login if needed.
  2. Choose the Return option from the left side of the screen.
  3. Click on the Lookup button at the top of the screen.
    1. Once you see the credit card on your screen, click anywhere on the row to highlight the card.
    2. Click on the Select button to the far right.
    3. Use the filters (such as date range) and the Search button to locate the credit card desired.
    4. Click on the Select button at the top of the screen. The masked credit card number and expiration date should be visible on the Return screen now.
    5. In the Amount field, manually enter the full return amount (including a decimal place).
    6. The Receipt and Clerk ID fields are usually optional.
    7. When ready, click on F12-Process to complete the Return.

 


 

- Where can I find more information on PCI compliance?

http://acceleratedpay.com/security

 


 

- How can I determine if a transaction was approved?

  1. Open the X-Charge icon from your desktop and login if needed.
  2. Click on the Reports button at the top of the screen.
  3. Select the date range desired at the top of the screen (today should be selected by default) and then click Load in the upper-left.
    1. All transactions processed within the date range should appear on the screen now. If a transaction does not appear on the report, it most likely did not get processed.
    2. Any transaction that was approved or declined may appear on the report, so it is important to note the response and response code (5th and 6th columns).
  4. If you are unsure if the transaction was approved, you can check the Batch Total column (to the right of the Amount column) to confirm the total at the time of this transaction.
    1. The batch total should have changed since the previous transaction if it was approved, for most transaction types.

 


 

- What do common coded responses mean and how do I proceed after receiving them?

AP 12345X The transaction was approved! An alphanumeric authorization code is usually presented with the message. In some cases the Address Verification Service (AVS) and/or Card Verification Value (CVV) responses may be included as well. The transaction should be completed as usual, with a printed receipt if applicable.
Declined 005 The transaction was declined by the card issuer. There could be many reasons for a decline, but the issuer is not sending the reason with this response. It is best to take another card or form of tender in this case. If the cardholder wants to know the reason for the decline, they can call the number on the back of their card to inquire with the issuer.
AP DUPE 094 The transaction was declined by the processor because it is a duplicate. This card has already been charged by your Merchant ID (MID) today for the same amount. If you intended to charge the card more than once, you may need to bypass the AP DUPE by changing the amount of this transaction. If you only intended to charge the card once then this message is letting you know it has gone through one time already, so you should not accept another payment.
CALL XX 001 The transaction was declined by the card issuer, but they have requested you call for a voice authorization. Calling for an authorization is optional, so you can treat this as a 005 Decline if desired. If you would like to get a voice authorization, refer to the steps provided by your processor for doing this.
PIC UP 004 The transaction was declined by the card issuer, and the card has been flagged for suspicious activity. The card issuer is requesting you call the number on the back of the card for more information.
H32 or 1020 Connection Timed Out X-Charge is unable to process transactions over your internet connection. Check your internet connection first. If your internet connection is down then you will receive this response until it is back up. If the internet connection is up , further troubleshooting will be needed.
H1722 No Extended Error Description Available X-Charge is unable to process transactions due to an internet connection failure. Your internet connection is likely working, but had an outage at some point and X-Charge has not recovered. Reboot the X-Charge Server PC if possible, or at least restart X-Charge and the X-Charge Server icon in your system tray to recover.

Locations

Accelerated-Pleasant Grove, UT

2436 West 700 South, Pleasant Grove, UT 84062

Phone: (888) 427-2260

Accelerated-St. Louis, MO

515 Olive Street, Suite 920, St. Louis, MO 63101

Phone: (888) 427-2260 | Fax: (314) 480-4450

Accelerated-Henderson, NV

1202 High Tech Circle, Henderson, NV 89002

Phone: (888) 427-2260 | Fax: (702) 564-3206