Fiserv CardPointe Payments - Referrals and Support
Why 3rd Party Payment Solution provider? Why Fiserv?
Fiserv CardPointe provides customers with a payments solution, including credit card terminals, that is integrated with FullCount. The payment 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 the device provider, and because they go 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
Integration - FullCount and Fiserv CardPointe integrate via web service. When CC is chosen by the end user as the form of payment, FC send the total and a token to Fiserv'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, dipping, tapping 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.).
FullCount/365 Retail Markets PCI-DSS Folder Path:
J:\FullCount\Documentation\Security\PCI
Fiserv ISV (Independent Software Vendor) vs ISO (Independent Sales Organization):
FullCount is an ISV and this article is intended to explain things whenever a Merchant is brought to Fiserv, with intent to use Fiserv's CardPointe platform, through the FullCount ISV agreement and partnership with Fiserv. This article is NOT intended to describe, other than in this section, details about how to onboard and support Merchants through ISO's. While it is possible to do, Merchants should NOT be onboarded to Fiserv's CardPointe platform through an ISO. Whenever a Merchant is routed through an ISO to Fiserv for CardPointe platform onboarding, there is no good process in place to get it accomplished smoothly and much coordination is necessary, and mis-communication is likely, between Fiserv, the ISO, FullCount, and the Merchant.
As of 5/2/25 The Hill at Whitemarsh has been onboarded through an ISO (Clarity) and Masonic Villages communities have been as well. Just in case we ever have a Merchant onboarding to the CardPointe platform through an ISO again, here are some tid-bits of information that seemed to be what needed to happen to get The Hill at Whitemarsh and the Masonic Villages communities up and running...
The merchant account needs to be affiliated with isv.cardpointe.com (and I think the ISO works with their Fiserv's "direct support team" for that. Another way that was worded, by Bryan Greene from Fiserv, was "have the gateway site moved from fts to isv". Additionally, the devices need to be using isv.cardpoine.com rather than fts.cardpointe.com. For the Masonic Villages Bryan Greene, from Fiserv, was able to complete the "change to the devices that should tie them back into the software".
To submit leads to Fiserv:
There are 3 ways to send in the lead to Fiserv:
Activations
Fiserv is happy to work with us in assisting our clients with final steps including account credentials, merchant portal training, and test transaction to ensure a seamless onboard. Madison Lentz (Activation Specialist) is well versed in the industry and happy to help where she is needed in the final setup.
Madison Lentz
Activation Consultant
Office: 866.222.1000 ext. 5518772
Email: madison.lentz@fiserv.com
IMPLEMENTATION NOTE #1: We get the credentials for new Merchants (merchant IDs, client secret, and client IDs) via email to support@fullcount.net. But we do not get the 'registration code' via email. When each credit card terminal is being setup/turned on for the first time, it'll likely prompt for the 'registration code' to be entered. This code should be included in the Clover welcome emails that the merchant should be receiving. Otherwise, to get this registration code, have Kyle, Andy, or Darwin access the copilot.fiserv.com partner website to get it. It is found, within copilot.fiserv.com, by going to Customers, selecting the Customer (Merchant) by clicking on the Customer's Name, selecting devices, select the device by clicking on the Device ID, look at the "TMS Order ID" which will look something like this...100000099115956 and pick off the part after all the zeros (99115956 in this example). It seems like this value is the same for all Devices associated with a given Customer, so we don't need to look up the number for each Device.
IMPLEMENTATION NOTE #2: The FullCount touchscreen application (POSWebApplication) caches community level information for 8 hours. Therefore, it may be necessary to either wait longer than 8 hours from last load of the application on a device after the Community-level Fiserv settings are entered into the back office. Or, rather than waiting, clearing the cache would do the trick. Depending on OS Image Version, the cache clearing capabilities/steps differ. Please consult other KB articles or consult with a Systems team member for more information regarding that.
FullCount OS Image 7.1.0 or newer is required for FullCount devices integrating with Fiserv CardPointe credit card terminals. Sometimes, credit card terminals have the wrong time of day (probably UTC). This doesn't prevent credit card processing from working properly. But it can be set properly by… settings- date and time- erase date- press F - press enter (green button)- enter time- enter.
Customer Explanation Example:
Hello,
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.
How Integration Works (with Fiserv or AxiaMed):
This all happens nearly instantly, creating a seamless experience for your staff and residents.
In Short:
Close Order, Choose Credit Card, FullCount sends token to reader, Customer pays, Reader sends confirmation, Transaction closes.
Without Integration:
Let me know if you’d like to move forward with one of our integrated options or if you have any other questions!
Support
The systems status page provides the current status of the CardPointe payment platform. https://status.cardconnect.com/
The Fiserv CardPointe support portal ("Copilot") has much information about the Fiserv CardPointe customers (aka "Merchants") that are under the FullCount ISV account. Support tickets, information about devices and device orders, transactions, and status of merchant onboarding/activation are examples. Kyle, Andy, and Darwin have credentials to access this. We are intentionally limiting the access to this because there is sensitive information and the ability to accidentally change key settings.
This team assists with troubleshooting the technology and software products they offer.
This team assists merchants with banking changes, account updates, and statement questions.
For questions related to equipment orders
The CardPointe Support Center provides some documentation as well as links to the status page and support page. https://support.cardpointe.com/contact-support/
Our partner development executive will help drive strategic initiatives and collaboration to ensure a successful partnership.
Device (Payment Terminals) Information
Ingenico Lane 3000 - Wired ethernet device. (We have a self-service kiosk mounting solution for this.)
Clover Flex - Wireless model. (We do not, at least as of 9/24/24, have a self-service kiosk mounting solution for this.)
A handful of other device makes/models are capable of being used in conjunction with Fiserv CardPointe and may occassionally be provisioned to FullCount customers. One, but probably not the only, reason for provisioning one of the makes/models other than the ones listed above is that perhaps the customer wants "signature capture" capability. We have seen Fiserv provision Ingenico Lane 5000 to one of our customers for this reason.
Card-Present and Card-Not-Present
FullCount has integrated with Fiserv CardPointe in a way that enables FullCount customers to process credit cards as Card-Present (using a payment terminal) or Card-Not-Present (for online credit card account charges that do not use any payment terminal).
Other
Fiserv contacts include: