Questions

Why is an application process required?
What is the application process?
What are the application types?
Why are there specific guidelines for onboarding?
What happens after a merchant submits an application?
What are the accepted business types?
Are all applications approved?
Are e-commerce sites evaluated as part of the application process?
What documentation is required to complete the application?
How long does the application review process usually take?
What are the top reasons for application delays?
How are applicants notified of an approval or rejection decision?
What occurs if an application is incomplete or fails automated checks?
Can an applicant reapply or update their submission if not initially approved?
Can a sales representative assist a merchant in completing the application?
What communication can customers expect during the onboarding process?
What are the turnaround times for specific requests (e.g., limit increases, bank changes, applications)?
What is required to process payments in Canada?
What is the cutoff time for Canadian ach?
Who is the credit card processor for Canadian merchants?
Does a partner need a Canadian bank account?
Does Paystone support U.S. merchants?
What is required from a Canadian merchant?
Is the Paystone application available online?
How to improve the Paystone application experience?
Who supports French Canadian language requests?

1. Why is an application process required?

Application is essential to ensure that all customers meet our compliance, regulatory, and operational requirements. It helps us verify the legitimacy of the business, assess risk, and gather the necessary information to provide the best possible service and support. This step also helps protect both parties from fraud and ensures a secure and trustworthy business relationship.

The application process involves submitting key business information and documentation, such as legal entity details, ownership structure, identification documents, and financial data. This information is reviewed and assessed as part of our due diligence procedures. Once approved, the customer can proceed to the next steps in the onboarding process, including integration as needed, training, and activation of services.

2. What is the application process?

3. What are the application types?

The application process involves submitting the requested service: ACH Only, ACH and Credit Card (CC), and Canadian CC as described below:

ACH Only Application: Used for ACH collections and/or disbursements and gateway fees. Supports 3rd party acquirer in addition to ACH. Chargeback fee is fixed at $25.00.
ACH and CC Application: Used for any combination of ACH, Credit Card processing, and gateway fees. CC pricing model checkbox must be selected (only one option for V/MC/D pricing).
Canadian CC Application: For Canadian entities wanting to process credit cards via Paystone (ISO of Elavon). This application does not support CSG Forte gateway fees; the ACH application can be used for gateway services. Certain fees must not be altered (Application Fee, Account Maintenance Fee, Return Item Fee/NSF, Monthly Service Fee, Chargeback Fee, Monthly PCI Compliance Fee, Monthly Minimum).

4. Why are there specific guidelines for onboarding?

CSG Forte seeks to onboard and retain customer relationships that produce a fair return without incurring more than an acceptable level of risk. The onboarding processes and activities will support the acceptance and retention of qualified accounts that are expected to provide long-term profitable relationships. These onboarding guidelines outline the general expectations, processes, and risk requirements for the consideration and acceptance of new applicants to CSG Forte. Further details are provided in the following questions.

5. What happens after a merchant submits an application?

Many applications that meet the minimum verification checks can be auto-approved immediately. Merchants that do not pass automated validation checks, submit incomplete applications, or provide inaccurate details may be routed through a more manual review process. Additionally, certain merchants may require special consideration based on their type of business. In these instances, CSG Forte will work directly with the merchant (direct/referral) or partner to obtain updated information or appropriate documentation to move forward with the onboarding process. Customers that meet all validation and underwriting checks may be approved and enrolled through CSG Forte’s internal systems and onboarding systems. Unless otherwise noted (may vary based on partner agreement), enrolled merchants will receive a welcome email containing their new merchant identification number and other helpful information.

Merchant applicants will need to submit a complete and accurate application to be considered for a merchant processing account at CSG Forte. Merchants that fall within acceptable business types will follow CSG Forte’s standard onboarding processes.

6. What are the accepted business types?

CSG Forte maintains a list of prohibited business categories that are not eligible for credit card or ACH processing. Businesses falling within these restricted types will not be considered for onboarding.

7. Are all applications approved?

No. Certain types of industries, products, or services can present an excessive risk that is considered unacceptable for a processing relationship. These types of merchants are classified as prohibited businesses as outlined within the previous question. The prohibited list also incorporates sponsor banks’ prohibited customer types, as well as the categories considered unacceptable by the card brands. With this, any merchants determined to be in a prohibited category, or any merchants providing prohibited goods or services in whole or in part, cannot be considered for processing by CSG Forte.

8. Are E-commerce sites evaluated as part of the application process?

Merchants with an online presence or who use a website to conduct electronic commerce may be considered for a review of their website. CSG Forte will review website contents that should include the following:

Merchant name, website content, and merchant information displayed on the website match the merchant description and type of business.
Customer service contact details, including email address or telephone number easily located
Merchant location is within the acquirer’s licensed jurisdiction.
Delivery, back order, return, refund, and privacy policies are easily located and clearly displayed.
Price points align with products and services offered and match the business location’s currency.
No OFAC countries are present on the site. The most up-to-date list of OFAC-sanctioned countries can be found here. https://ofac.treasury.gov/sanctions-programs-and-country-information.

9. What documentation is required to complete the application?

While not an exhaustive list, depending on the need, the Underwriting team may request one or more of the following documents to complete the revision:

Valid Government Issued Identification (driver’s license, passport)–REQUIRED for all Canadian applications
Copy of Social Security Card
Utility Bill or Lease Agreement
Phone Bill for Merchant Location
Marketing Materials
Business Formation Documents (i.e., Articles of Incorporation, Certificate of Formation, Corporate Bylaws or Declaration, Partnership Deed, etc.)
Valid Secretary of State Filing
Non-Profit Entity Registration
Validation of Not-for-Profit or Tax-Exempt Status
Bank Statements, Bank Verification Form, Bank Letter, Voided Check
W-9 Form
Financial Statements (see additional information below):
Tax Returns
Merchant Processing Statements
Consumer Service Contract or Agreement
Consumer Proof of Authorization (POA) Forms

10. How long does the application review process usually take?

Applications submitted electronically (Rest API, CSG Forte Console aka online application link) that are routed through our manual review process have a standard SLA of 1 business day for review and initial response. Applications submitted through email in PDF (not preferred) may take up to 5 business days for review depending on application volume. The time frame on decisions for manually reviewed applications is largely dependent on the merchant’s response to any requests for additional information or documentation.

Once an application has been approved, the account will be enrolled within 1-2 business days.

11. What are the top reasons for application delays?

Application processing may be delayed due to several common issues. To help ensure a timely review, applicants should be aware of the following frequent causes of delay:

Incomplete or missing requested documentation: All required documents must be submitted in full for the application to proceed.
Inability to validate business and/or signer information: Accurate and verifiable information about the business and its authorized signers is essential for compliance checks.
Missing ownership or control information: Applications must include all necessary owner and controller details to meet FinCEN (Financial Crimes Enforcement Network) requirements.
Pending limit confirmation: Applications may be held until confirmation of account or transaction limits is received.

To avoid delays, applicants are encouraged to carefully review all requirements and ensure that all requested information is accurate and complete prior to submissions.

12. How are applicants notified of an approval or rejection decision?

All applicants receive a formal notification of the decision, whether approval or rejection, via email. The delivery of this notification is handled in accordance with the configuration of the specific vertical. In some cases, the decision is communicated directly to the merchant, while in others, it is sent to the designated partner associated with the application.

13. What occurs if an application is incomplete or fails automated checks?

If an application misses the required information or fails standard validation checks (auto-declined), customers can submit a ticket to confirm the reason and check if the application can be manually reviewed. The onboarding team will contact the merchant or sales partner to request the necessary corrections or additional documentation. Processing times may be longer in these cases, but CSG Forte will work to resolve issues efficiently and transparently.

14. Can an applicant reapply or update their submission if not initially approved?

Yes. Customers who are not approved may reapply or update their application with corrected or additional information. CSG Forte may provide feedback on the reason for the initial rejection and guide the applicant through any necessary changes to resubmit their information for reconsideration.

15. Can a sales representative assist a merchant in completing the application?

Yes. Sales representatives are encouraged to assist customers throughout the application process. This includes helping gather required documentation, answering questions, and ensuring all fields are completed accurately. However, the final authorization and submission must be completed and signed by the applicant personally. Representatives should promote thorough and accurate completion of the application to facilitate a faster review and onboarding process.

16. What communication can customers expect during the onboarding process?

Customers will typically receive updates at key points during the onboarding journey, including:

Confirmation of application receipt
Requests for additional information, if needed
Notification of approval or next steps
A welcome email containing their MID/ISO ID and setup instructions (if approved)
Merchant Resource Information Document that includes a general summary of the products and services acquired, available channels and support contact information, as well as a POS device user guide if a device was purchased.

Sales partners may also be copied or informed throughout the process to support coordination and follow-up.

17. What are the turnaround times for specific requests (e.g., limit increases, bank changes, applications)?

For most requests:

Limit increases, bank changes, and application processing typically take 5–7 business days, assuming no additional documentation is required.
A one-time over-the-limit notification request can generally be handled same day, if received before 2:00 PM PST.

18. What is required to process payments in Canada?

Canadian merchants typically require both:

A CSG Forte Gateway or ACH application.
A Paystone Credit Card application.

19. What is the cutoff time for Canadian ACH?

It is the same as for U.S. ACH processing:

Regular ACH: ~4:30 PM Pacific Time (Mon–Fri, excluding bank holidays)
Same-Day ACH: 1:00 PM Pacific Time

20. Who is the credit card processor for Canadian merchants?

Paystone, an ISO of Elavon, is used for credit card processing in Canada.

The cutoff time for settlement with Elavon is 9:00 PM Pacific Time.

21. Does a partner need a Canadian bank account?

It depends:

If CSG Forte is billing the merchant, the partner does not need a Canadian account.
If it is a partner-billed merchant account, then:
1. The partner must have a Canadian bank account, or CSG Forte will apply a manual billing fee (usually $100/month or more).

**22. Does Paystone support U.S. merchants?**

No. Paystone only supports Canadian merchants.

23. What is required from a Canadian merchant?

Valid GST number.
Canadian branch bank (U.S. banks with CAD accounts are not accepted).
Completed CSG Forte Gateway and Paystone applications.

**24. Is the Paystone application available online?**

No, it is a manual form, some partners may find it complex or time-consuming. CSG Forte can pre-fill it after receiving the CSG Forte Gateway form.

**25. How to improve the Paystone application experience?**

Start with the CSG Forte application. Once received, CSG Forte will help complete the Paystone form and provide guidance to the merchant or partner.

26. Who supports French Canadian language requests?

The Integration team is the first point of contact; they will also guide on Canadian routing formats and ensure proper implementation.

Underwriting application process (FAQ)