Cardknox FAQ (Frequently Asked Questions)

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.

On the Customers tab:

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

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.

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? Can I schedule a report?

Answer:

No. However, we are working on an enhancement to the reports feature that gives you the flexibility to save and 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.

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.

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