Cardknox FAQ (Frequently Asked Questions)

Choose a topic...

TRANSACTIONS

Question

How do I process a quick transaction?

Answer:

It’s easy to process a new quick transaction. Here’s how:

  1. On either the Dashboard tab or the Transactions tab, click the New Transaction button to open the Add new transaction dialog box.
  2. Select a payment method, then enter the payment and click Process.

You can also create a quick transaction from an existing transaction using saved payment information. You’ll save time by not having to re-enter payment information.

  1. On either the Transactions tab or the Recurring Schedules tab, click a row to expand it.
  2. Click the New Transaction button to open the Add new transaction dialog box.
  3. Select a payment method, then enter the payment and click Process.

Question:

Can I view a transaction report for a time range greater than 100 days?

Answer:

Currently, the report range is limited to 100 days, but we are working to upgrade the system to allow for limitless inquiries for Card Number, Cardholder Name, Reference Number, and Invoice Number.

Question:

How can I create a customer profile from a past payment?

Answer:

You can create a customer profile by using saved customer information from within either the Transactions tab or the Customers tab.

On the Transactions tab:

  1. Click a row to expand it.
  2. Click the New Customer button to open the Add a new customer dialog box.
  3. Complete the appropriate fields and click Save.

Question:

Can I choose which columns I want to always appear on the Transactions page?

Answer:

Yes, you can easily select which columns to display by default.

On the Transactions tab:

  1. Click the Settings button.
  2. In the Available Columns list, select the checkboxes for the columns you want to include in your report, and clear the checkboxes for the columns you want to exclude.
  3. (Optional) Select the Select All checkbox to include all columns.
  4. Click Save Selection, then click Done.

Question:

Can I change the default number of transactions I want to view?

Answer:

You can set the default number of transactions to display on the Transactions page by using the default load limit feature in the Settings module. Here’s how.

On the Settings tab:

  1. Open the Report Settings subtab.
  2. Click Transaction Report and scroll to the bottom of the page.
  3. Click the arrow in the Default Load Limit field and select a number from the list.


When you click Save, the system sets the default number of transactions to display on your Transactions page to the number you select.

RECURRING SCHEDULES

Question:

How do I create a customer and set a recurring payment schedule?

Answer:

You can create a new customer record and set a recurring payment schedule all at the same time on either the Transactions tab or the Customers tab.

On the Transactions tab:

  1. Click a row to expand it, then click the New Customer button to open the Add a new customer dialog box.
  2. Complete the fields on the General, Payment Method, and Recurring Schedule subtabs, and click Save.

On the Customers tab:

  1. Click the New Customer button to open the Add a new customer dialog box.
  2. Complete the fields on the General, Payment Method, and Recurring Schedule subtabs, and click Save.

Question:

If a customer with recurring payments has more than one payment card on file, which one will get used in the recurring schedule?

Answer:

You can choose which payment card to use as the default payment method. By selecting the Set To Default check box on the Payment Method subtab of the Add a new customer and Add a new customer schedule dialog boxes.

Question:

Can I see when a declined recurring schedule transaction is being retried?

Answer:

Yes. If the transaction is declined, the system retries the authorization every day for a total of five days. Select the status and hover your pointer over the information icon next to the label; a tooltip opens with the number of times the system attempted to process the transaction.

REPORTS

Question:

How do I create reports?

Answer:

You have several options for creating reports. You can:

  • Export data to .csv format within any tab that includes the Download button (Transactions, Gift Report, Customers, Recurring Schedules tabs)
  • Use the Quick Reports tab to create a custom report or choose a pre-configured report from the Quick reports list
  • Access the Batches tab and do one of the following to download report data:
    • Click either the Breakdown by Card or View Batch Transactions link
    • Click the ellipsis button at the top right-hand side of the page and select Export

Question:

How can I print a report?

Answer:

It depends on which module you are viewing.

  • You can print a report from any screen that includes the Print button at the top right-hand side of the screen, such as Transactions, Gift Report, Customers, and Recurring Schedules.
  • Options on the Quick Reports tab let you either export and print a preconfigured report, or select filters to create and print a custom report using the Print button at the bottom of the page.
  • To print a report from the Batches tab, click the ellipsis button at the top right-hand side of the page and select Export. Open the file, choose a file format, and print the report.

Question:

Can I create a saved report?

Answer:

Yes! You can create and save a custom report that you can access later. Here’s how:

  1. Open the Quick Reports tab.
  2. In the Create new report section on the Reports page, choose options from the following fields:
    • Select Date
    • View / Sort By
    • Transaction Type
    • Transaction Status
  3. (Optional) Click Add filters and select additional report options.
  4. Click Save Report; the Custom Saved Report dialog box opens.
  5. Type a name for the report in the Report Name field and click Save; the system saves the report and adds it to the Custom Saved Reports section.

Question:

Can I schedule a report?

Answer:

Not at this time. However, we are working on an enhancement to the reports feature that gives you the flexibility to schedule reports.

BATCHES

Question:

How can I view batch transactions?

Answer:

  1. On the Batches tab, click the calendar button and select a time frame from the list.
  2. Click the View Batch Transactions link at the bottom right side of the Batch Details section; the system opens the Transactions tab displaying batch details.

Question:

How can I view batch summary transactions by card type within a certain date range?

Answer:

  1. On the Batches tab, click the calendar button and select a time frame from the list.
  2. Click the Breakdown by Card link at the top right-hand side of the page; the system opens a list displaying details by card type.

Question:

How can I batch out manually?

Answer:

We strongly recommend that you do not set up your own batch processing times. However, you can override the automatic batch out time by clicking the ellipsis button at the top right-hand side of the Batches page and selecting Close current batch. Note that you should only choose this option in rare instances.

Question:

Can I view open batch transactions?

Answer:

Yes. Open the Batches tab and click the Open Batches link at the top of the page. The system displays all open batches, regardless of date. In the Batch Details section at the bottom of the page, click the View Batch Transactions link to see the open batches listed on the Transactions page.

CUSTOMERS

Question:

How can I display information from a single customer only instead of the entire grid?

Answer:

SEND PAYMENT REQUEST

Question

Is there a way I can notify my customers that a payment is due without having to send an invoice in the mail?

Answer:

Yes! You can set up a payment site and send a payment request to your customers via email or text message that includes a link to the payment site. You won’t need to send a paper invoice, and your customers can easily submit their payments online.

The Send Payment Request feature enables you to set up a payment web site that contains a payment form. After setting up the payment site you can prefill the payment form with customer billing and transaction information, then generate a link to the payment site that you send to your customers. Your customers use that link to go to the payment site, enter their payment method information, and submit their payment. Click here to watch a short video that walks you through the process of completing the payment form and generating a payment site link.

Contact Customer Service to set up a payment site. See the Send Payment Request documentation in the Cardknox Merchant Portal User Guide for detailed information about how to complete the payment form and generate a link to the payment site.

Question

Can I send my customer a payment request if I don’t have a payment site set up?

Answer:

No, you must first contact Customer Service to set up a payment site.

SETTINGS

Question

Is there a way to change how the accounts are displayed in my account name list?

Answer:

Yes, you can change the order in which your accounts are listed in the account name drop-down menu.

On the Settings tab User Settings section:

  1. Clear the Sort Alphabetically checkbox if it is selected.
  2. Click the field you want to move to select it, then drag and drop it to its new location.
  3. Click Save; the system displays a message that the user settings have been updated.

When you open the account name menu, the field you moved appears in the new location.

Question

Can I change the names of my accounts?

Answer:

You cannot change an account’s name, but you can create a new label to display in the account name drop-down menu.

On the Settings tab User Settings section:

  1. Click a field in the Alias column next to the account name you want to relabel, then type a new name.
  2. Click Save; the system displays a message that the user settings have been updated.


When you open the account name menu, the new account name is displayed.

Question

How can I change the default view for my transactions from “Last 7 Days” to a different date range?

Answer:

You can easily customize the view for your transactions by updating the default view setting.

On the Settings tab:

  1. Select Transaction Report and scroll to the bottom of the page.
  2. Click the Default Date Range field and select a date range from the list.
  3. Click Save to apply the new setting.

Question

Can I arrange the transaction report columns in a certain way and keep that selection for future use?

Answer:

Yes, it’s easy to customize how your report displays. You can select all fields or only certain fields to indicate which columns display on your Transactions page by default, and you can also rearrange the order in which the columns appear.

Complete the following steps to choose which columns to display by default.

On the Settings tab:

  1. Select Transaction Report.
  2. In the Show in Report section, select the columns you want to appear on your Transactions page.
  3. Click Save; the columns you selected are saved as the default view.

Complete the following steps to rearrange the order in which columns display.

On the Settings tab:

  1. Select Transaction Report.
  2. Click a field to select it, then drag it to its new location and click Save.

GENERAL QUESTIONS

Question:

How do I register for a Cardknox account?

  1. Go to https://portal.cardknox.com/register to open the registration page.
  2. Complete the fields and click Register. The system displays a message informing you that you will receive an email with instructions for how to confirm your registration.
  3. If you are unsure whether your account was created you can send a message to cs@cardknox.com and ask for confirmation.

Question:

If I register for a new Cardknox account, will I still be able to access my secure.cardknox.com account?

Answer:

Yes, you will still be able to access and use that account.

Question:

Is there a way to include additional information in a customer’s account record?

Answer:

Yes, you can use the handy notes feature to add information to new and existing customer accounts on either the Transactions, Customers, or Recurring Schedules tabs.

  1. Click a row to expand it. Depending on which tab you are on, do one of the following:
    1. Click the New Customer button to open the Add a new customer dialog box.
    2. Click the New Schedule button to open the Add a new customer schedule dialog box.
  2. On the General subtab, enter your notes in the Note field and click Save.

Question:

I have several accounts. How do I move from one to another?

Answer:

Click your company name at the top right-hand side of the screen to open a menu, then select an account from the list. You can also type an account name in the search field.

  • Note: We are currently working on an enhancement that gives you the ability to list your accounts in the order you choose.

Question:

Can I change my user name to something other than an email address?

Answer:

No, your user name must be an email address.

Question:

Can I create a new user?

Answer:

At this time, only a Cardknox administrator can create a new user for you. We are currently working on an enhancement to give your personnel with administrator rights the ability to create new users.

Didn’t find what you were looking for?