Transaction Manager FAQs

Administrator and User FAQs 

Who has access to Transaction Manager?

Transaction Manager access is typically granted to users with specific roles within an organization, such as account administrators and other designated users. The account administrator can manage user accounts and permissions within Transaction Manager. For detailed user management, administrators can configure access levels and permissions according to the needs of their organization.

Why Would a "Log Out Warning" Message Be Displayed When Logging into Transaction Manager?

Visit the Resolve "Log Out Warning" Message Displaying When Logging into Transaction Manager article to resolve this issue. 

What happens when you attempt to delete the Account Administrator while logged into Transaction Manager as the Account Administrator?

If someone attempts to delete the Account Administrator in Transaction Manager, the system will allow you to proceed as if it were possible, but there are built-in safeguards to prevent the removal of this critical account. 

Upon clicking delete, the screen will reload the user maintenance page as though a change was made, but the Administrator account remains in place and is unaffected.

Note: This is also true when attempted from a child account or a parent account.

What does the error message "Too Many Attempts. Additional attempts not allowed at this time" indicate when submitting an Administrator Password Reset using Veratad?

Customers requesting a Transaction Manager Administrator password reset must fill out our online form and verify their identity through Veratad. If the customer fails this verification six times, they will receive the error message "Too Many Attempts. Additional attempts not allowed at this time."

• If blocked, you will be prevented from trying again for 8 hours from that external IP address. You will either have to wait 8 hours or try again from a different location so that you have a different external IP address.

Why doesn't the email link I was sent for Transaction Manager accept the temporary password?

The temporary password in the User Password Assignment email is for one-time use only. If you failed to change the password with the first-time link, you will have to reset your password again to generate a new code.

• If this is the first time you have used the link in the email, check the user name on the Change Password webpage to verify it is the correct user.
• If you are already logged into Transaction Manager with a different user, the link will try to change the password for the previous user and not the user in the email. You must log out of the previous user, and the link should work properly, allowing you to change the password and set up the Password Recovery Questions.

Reporting FAQS

Why would a Diner's Club Card show in Transaction Manager as card type NS?

Discover purchased Diner's Club and its associated card ranges. Any card previously falling within the Diner’s Club range will be processed as Discover and will show in Transaction Manager with the Discover card type abbreviation of NS. 

Why do the results of a transaction search in Transaction Manager come back in the grid format?

This is caused by the “Edit Transactions in Grid” being the last format used to view the current transactions.

By default, Transaction Manager will display the list of transactions without the ability to edit them on the View Transactions page. However, if you select the “Current Transactions in Grid” from the current menu without going back to the current transactions page, the search results will be displayed in the last transaction view page selected. In this case, it is the transaction grid format.

In order to go back to the default of Current Transactions, the user needs to go to Transactions > Current Transactions and do the search again. Or you can log out and back in and repeat the search.

Why is the customer name in Transaction Manager blank or different than what is in the point of sale or property management system?

You may see a different name in Transaction Manager because the name read from the credit card will take precedence over what the Point of Sale (POS) or Property Management System (PMS) has attached to the transaction.

If the credit card information is manually entered at the POS/PMS, the name attached to the invoice in the POS/PMS will be sent to Transaction Manager as the customer name.

• If no name is attached to the invoice in the POS/PMS and the credit card information is manually entered without a name, then the customer name field will be blank in Transaction Manager.

Why do I see transaction history for customer credit cards that are different on the invoice I am viewing in Transaction Manager?

Transaction History is located at the bottom of the transaction details page, which can be accessed by clicking on a transaction's invoice number within Transaction Manager. The header will appear as shown in the following example: "Transaction History for AX 3333xxxxxxx1111".

It shows the card number of the card involved in the invoice number, and then lists any other transactions with that same card used for payment.

There can be different customer names and payment cards listed due to the hashing required for our database.

Shift4 builds a key for each card number. The hash function then relates them so it can differentiate the different card numbers quickly when polling the database. These keys are built after a successful search of the database for that card. This is referred to as "building the hash."

Until that happens, the database relates any payment card with identical first and last four digits and returns all possibilities not containing a key as a result. This applies to searches as well as Transaction History. This tends to affect American Express (AMEX) most frequently, as AMEX is more likely to issue cards with identical first and last four digits.

Why does the archive ID in my batches skip some numbers?

Transaction Manager keeps a sequential count of batches submitted to your processor in the archive ID number.  If the archive ID number jumps, for example, from 30 to 33, this can be caused by any condition that reincorporates the transactions back into the current transactions list, which can be due to a user reincorporation or automatically upon a failure during the batch preparation process. 

Why does the fraud sentry email report transactions as "Possible Duplicates" when there are no duplicate transactions in the batch?

Review the Fraud Sentry Email Reporting Transactions as "Possible Duplicates" When There Are No Duplicate Transactions in the Batch article for more information. 

Why is there a discrepancy regarding the number of credits issued and unverified credits in the Fraud Sentry Report?

The amount of the credits and the amount of the unverified credits will not match if the card the credit was issued to had a previous charge or charges in its history per their Account Settings, less than the amount of the credit. In these situations, only the difference will be considered to be an unverified credit.

Example: if card 4444xxxxxxxx1111 previously had a charge of $100 and in this batch, the card had a credit of ($150), only $50 of that credit would be considered unverified. As such, the Fraud Sentry report would list the transaction that triggered the warning, the ($150) credit in this example, but when calculating the total of unverified credits, it would only use the remaining ($50) difference.

Why does Fraud Sentry give a "false positive" when checking for an unverified credit warning?

There are two ways for Fraud Sentry to give a "false positive" when checking for an Unverified Credit:

Scenario 1:

The credit was issued after the Maximum Duration time period set by the Account Administrator from the date of the corresponding sale. The shortest time setting the Maximum Duration can be set for is 3 months.

Scenario 2:

The Account Administrator requires credits to be issued for the Exact Amount, and the credit issued is not for the same dollar amount as the original sale.

Validation:

1. Log in to Transaction Manager as the Account Administrator.
2. Search for the card in Transaction Manager and note when the original sale was processed and for what amount. Also, note when the credit was processed and for what amount.
3. Go to Security > Settings > General.
4. Go to the Unverified Credits section.
5. Check what the Detection Method and Maximum Duration are set to.
   • Use these values to determine which scenario above you fall under.

Why did my "Fraud Sentry Velocity Check" alert me about several voided transactions, but I have no record of them in my Property Management System (PMS) or Point of Sale (POS)?

Review the Resolve "Fraud Sentry Velocity Check" Alert About a Number of Voided Transactions but No Record of Them in Property Management System or Point of Sale article for more information. 

Settlement FAQs

Why would the date in the Transaction Manager be grayed out and not allow me to close yesterday's batch?

When preparing to close a batch, Transaction Manager will allow you to select a business date up to 90 days in the past and up to 3 days in the future from the computer’s system date and time. Therefore, if yesterday’s date is not selectable, the computer’s date and time are incorrect.

You will need to correct your computer's system time to close this batch out, or you may also use a different computer with the correct date to close the batch.

Can I cancel a batch that is "Being Prepared" if I logged out by mistake?

If you logged out of the session in Transaction Manager during the batch preparation, the batch is currently locked for 60 minutes from when it was first attempted.

After 60 minutes, you can log in and view the batch by going to Current > Business Date, selecting a date, and Apply to bring up the transactions. At the bottom of the page, instead of a Close Batch button, you will now see a message saying "Possible Delinquent Batches." You must follow the link to send the transactions back to the current batch before you can close any further batches.

Why would some or all of my batches not close when I am set up to Auto Settle in Transaction Manager?

Visit the Resolve Some or All Batches Not Closing When Setting Up Auto Settle in Transaction Manager article for more information. 

Internal:
 

My First Caribbean International Bank (FCIB) batch was suspended. How do I verify if the batch was received?

In November 2014, Shift4 was advised by FCIB that suspended batches can be resubmitted without verification from them first, per the functionality they have implemented to protect merchants from duplicate batches.

You can call our support department and assist in resubmitting this over the phone. Any duplication will be the responsibility of FCIB.

• Should you wish to validate with FCIB before resubmittal, please verify the status of the batch directly with FCIB.
• For FCIB merchants with suspended batches to verify the status of the batch directly with FCIB, they will need to export the batch information from Transaction Manager using the Basic Batch Report (CSV).