Axia provides customers with PAX or Ingenico external CC terminals.
These terminals are secure, point to point encrypted devices. This
security significantly limits the scope and exposure to our clients with
respect to PCI compliance because nothing is ever transferred that is
not encrypted. That encryption is handled and maintained by PAX or
Ingenico, and because PAX and Ingenico goes through rigorous scrutiny
from PCI/PA DSS, client PCI compliance process is basically to verify
that the terminals have not been tampered with. Without this point to
point encryption, PCI compliance verification process is very time
consuming, expensive and difficult to meet (their entire network,
personell, applications, etc. all need to meet certain standards and be
tested for certification). Here is an example questionnaire for PCI
compliance if not using point to point encryption devices: https://www.pcisecuritystandards.org/pdfs/pci_saq_c.pdf
In October 2015, Major CC companies made a policy shift with respect to
liabiliy of CC fraud for card present transactions. See http://blogs.wsj.com/corporate-intelligence/2014/02/06/october-2015-the-end-of-the-swipe-and-sign-credit-card/ .
Integration - FullCount and Axia inegrate via web service. When CC is chosen by the end user as the form of payment, FC send the total and a token to Axia's web service. That web service then sends that information along to the appropriate terminal. The end user (and or customer) then completes the transaction on the terminal by swiping or dipping the CC. The CC is processed, an approval code is sent back to FullCount, and the order is closed (transactions created, receipts are generated, etc.).
Hi Michelle,
FullCount does not sell credit card services directly. Instead, we partner with two integrated providers: Fiserv and AxiaMed (Bank of America).
You are welcome to use a credit card processor of your choice; however, please note that we will not be able to offer integration in that case.
When a user selects Credit Card as the payment method, FullCount sends the total amount and a token to the credit card processor’s web service.
The processor then routes that information to the appropriate payment terminal.
The customer completes the transaction by swiping, dipping, or tapping their card.
Once approved, the processor returns a confirmation token to FullCount.
FullCount then finalizes the transaction: receipts are printed, records are created, and the order is closed.
This all happens nearly instantly, creating a seamless experience for your staff and residents.
Close Order, Choose Credit Card, FullCount
sends token to reader, Customer pays, Reader sends
confirmation, Transaction closes.
We’ll set up an External Credit Card payment option.
Staff will select that option, and FullCount will close the transaction internally.
However, staff will need to manually enter the amount on the terminal and process the payment externally.
No token or communication is sent between FullCount and the credit card terminal.
Let me know if you’d like to move forward with one of our integrated options or if you have any other questions!
1) Preferred Method - Warm handoff by phone or email.
All referrals should be through Eric Bossenecker moving forward unless notified otherwise:
**NOTE: Unofficially as of 05/15/2026 Adam Ali adam.ali2@bofa.com will be our new main contact. Eric still helping with transition **
Eric Boessenecker - VP, Merchant Specialist with Bank of America - eric.boessenecker@bofa.com - 650-436-7657
FullCount Team Email is giving bouncebacks but still going though. Can use this but not necessary any longer - fullcount@axiamed.com
Email Formatting:
Subject: <Community & Client Name> Credit Card Introduction
Body Details: < New/Existing customer, identify go-live date, explain relationship or context, background with credit usage or other form of payment needs if necessary, is wireless in scope?>
<Customer full name, title, email, number>
Note: Once referral is made Axia will handle the CC processing sales process. We should just need to explain how it integrates with FullCount.
Axia wants their vendors to be the initial line of defense for the credit card terminals, Tier 1 support. When troubleshooting, there are three tools we can use to help resolve the issue before submitting a ticket through Axia support.
1. AxiaMed Status Page
The Axia service status page will show you if there are any known issues with Axia, scheduled maintenance, and what services are up or down. This may be a good place to start if all Axia credit card terminals are down at the community. You can see real-time service status’ and incident reports by having the following website open in your browser: https://status.paymentfusion.com/
2. Support Portal (Not Currently Active, new URL TBD)
The Axia Support Portal is a knowledge base to help FullCount diagnose issues with the Axia reader. There are helpful instructions on things such as doing a network connectivity test, or what solutions there are to certain error messages. The link to this is below. The login credentials can be found in the Customer Service KeePass Database.
https://support.paymentfusion.com
3. Control Center
The control center allows us to see all Axia terminals at all of the FullCount locations. We can see what terminals are connected or not, fetch logs of specific terminals, restart and send transactions to terminals, and more. Individual user accounts should be used, however the general support account credentials are included in the Customer Service KeePass Database.
The control center URL is: https://cc.paymentfusion.com/users/sign_in
There is a User Guide for the control center, located on the J drive: J:\FullCount\Documentation\Support\Axia\Control Center User Guide.pdf
Or See knowledgebase article Here.
4. Submit Ticket
If joint FullCount / Axia customers call for support and it is determined to be an issue with AxiaMed, the FullCount Support rep (or the community member) will need to go to email hps.techsupport@bofa.com techsupport describing their issue at hand. The customer must include contact info (Name, Org Email, and Phone Number) for a case to be generated on their end. They can call the support line below as well via 855-376-2942 ext. 2.
Ingenico imp620, ipp320, isc250 and iwl250 need to be replaced by end of March 2026
Support Email: hps.techsupport@bofa.com / formerly techsupport@axiamed.com
Support Number: 855-376-2942 ext. 2
Colin Jordan - Payment Fusion Customer Support Manager (reporting and other back-end services outside of FullCount) - c.jordan@bofa.com - 855-376-2942 ext. 2
Axia Corporate Headquarters: 877-875-6114
Geoff Krieg - Director - Integrated Payments - geoff.krieg@bofa.com - 202.870.1332
Don Sellazzo - Vice President - dsellazzo@axiapayments.com - 805.962.6114 x 139
NOW IN A DIFFERENT ROLE ---->Susi Marsh - Partner Level Inquiries - susi.c.marsh@bofa.com - 610.462.6442
Vermillion, Dawn - partner manager - dawn.vermillion@bofa.com
Jay Lott - Senior VP, Senior Merchant Specialist - jay.lott@bofa.com - 805.451.3044