When former merchants wish to reactivate a closed account, follow the process below to determine if they qualify for reactivation.
1. Reactivation Qualification Requirements
- Fee Agreement: The merchant must agree to a $24.99 reactivation fee by completing the Reactivate Merchant Account Request Form.
- Exceptions:
- Accounts closed within the past 30 days: No reactivation fee applies.
- PaySimple merchants: Exempt from the reactivation fee.
- New Application Requirement: If the account has been closed for more than 90 days, a new application is required.
- Exceptions:
2. Customer Support Process for Reactivation
- Verify Agreement to the Reactivation Fee
If the merchant declines the fee, advise them to contact their partner for a new application. - Account Review
Before reactivation, ensure the account has no unresolved issues:- No outstanding billing/funding returns
- No funding holds
- No Forte terminations
- Next Steps Based on Account Status
- If No Issues: Submit the account to Enrollment for reactivation.
- If Issues Detected: If the account was previously terminated by Risk, Accounting, or Credit, escalate the case to a Customer Service Supervisor/Manager for further review with the Credit or Risk Manager.
3. Internal Reactivation by Customer Service
For internal reasons, such as accidental closures, Customer Service (CS) may proceed to reactivate a Merchant Identification Number (MID). Ensure the following steps are completed:
- Change Account Status to Live
- Enable Permissions for EFT or Credit Card Processing
- Check previous settings via comments and the application on file.
- Submit to Risk
- Request removal of any funding holds (FH) from closure.
- Add MID back to any hierarchies, if applicable.
4. Specialized Processes Based on Account Type
- Vantiv Accounts
- Send a reactivation request to payfac@fisglobal.com with the Vantiv MID included.
- Wells Fargo Accounts
- Reactivation requires no direct email; simply reactivate Webtools for account reopening.
- Buildium (Enhanced Gateway) - Wells Fargo/First Data Accounts
- Send an email to achdirect@buildium.com indicating the account was closed in error but is now active and live.
- Request:
- Removal of any funding holds.
- Verification of credit card credentials for successful processing.
5. Canned Response for Chat
Certainly, to reactivate your account, please complete the Reactivate Merchant Account Request Form linked here and send it to Customerservice@Forte.Net Please note, a $24.99 reactivation fee applies if your account has been inactive for more than 30 days. Feel free to reach out if you need any further assistance! |