Primary Contact Change Form for Chat Agents

To efficiently handle contact or signer changes for both government and non-government merchant accounts, follow the steps below to ensure all required forms and documentation are provided accurately, and update requests are processed efficiently.

Step 1: Determine the Form Type Based on Customer Type

1. For Government Customers
   • Use the Government Signer/Primary Contact Change Form.
   • Required documents:
     • Signatory’s Note: A letter on official letterhead detailing the contact change, effective date, and names to be removed, signed by an official whose name and title can be verified on a government website.
     • Meeting Minutes: A publicly available document that shows the contact change discussion. (If the Forte merchant account is mentioned, include that section.)
     • Certification: A copy of any certificate for the incoming or departing official, if applicable.
2. For Non-Government Customers
   • Continue to step 2. Note: This form applies strictly to signatory changes. Other account modifications must follow a different procedure.

Step 2: Initial Response to the Merchant

When a merchant requests to change or add a new contact, use the following Canned Response, short code (PCC)

To change or add a new contact on your account, please find the form linked below and fill it out completely. Be sure to include the contact's name, title, and email address, as well as make sure they sign below their contact field.  Contact Change Form Please indicate if any contacts should be removed in the correct section if applicable. Additionally, (Authorized Signer's Name) will need to sign this form, as they are the authorized signer on the merchant account."

 

Step 3: Submission and Processing

Provide the correct Formstack Link:

Government customers	Government Signer/Primary Contact Change Form
Non-government customers	Signer Contact Change Form

 

• Processing Requirements
  • The Addendum to the Merchant Service Agreement (MSA) serves to amend the agreement by confirming the signer's authority and commitment to the accuracy of the information provided.
  • Upon submission, confirmation of the update will be sent via Freshdesk once processed. Note that submission does not guarantee approval.

Additional Information for Customer Service Agents

• All government customer documentation must be verifiable via government websites or official sources.
• Non-government requests require only the form and authorized signer's signature.