FAQ Deluxe Gateway Questions

1. What’s preventing me from logging into my Deluxe account?
2. Is there a reason I can’t sign in to my Deluxe account?
3. How come I can’t log in to my Deluxe account?
4. Can you help me log into my Deluxe Platform?
5. Why isn't the Reset Password button isn't working for my Deluxe Gateway?
6. Why won't the login allow me to sign into my Deluxe Payment Platform?

A: SchoolAuction.net (TofinoAuctions.com) partners with Deluxe to provide integrated credit card processing, but please note that we are separate companies. This means our support team is unable to assist directly with login issues related to the Deluxe Payment Platform.  

If you’ve already received your “Welcome Email” from Deluxe, clicked the setup link, and logged in once before, but now can’t access your account, we recommend trying the password reset option. Please be aware that, for security reasons, the reset link can only be used up to three times.  

If you still can’t log in, Deluxe’s Customer Service team is available 24/7 and will be happy to help you regain access. You can reach them at 1-888-453-4538.

1. How can I find out what my transaction limit is with Deluxe?
2. How do I go about raising the individual payment limit on my Deluxe account?
3. Where can I view the transaction limits?
4. What can I do if my payment amount is higher than my Deluxe transaction limit?
5. What does it mean when I get a “limit exceeded” error on a Deluxe payment?
6. Why are all of the large transactions (sponsorships, table purchases) failing on my site?

A: Your Deluxe Payments account has a high limit for individual transactions, and the failure message on this transaction indicates the failure was due to the limit being exceeded.

We do not have visibility of the limits set for your specific account, but you can see it by logging into your First View account or referring to your approved contract. (See: FirstView™ FAQ) The most common high transaction (ticket) limit is $5000.

You should be able to process the full amount by submitting multiple payments, each under the stated limit. To do so, edit the amount to pay on the payment form, then click on the submit/pay button. Once the first payment has been processed, the balance remaining will be updated, and you can add payment(s) until the total has been collected.

1. Is there a phone number for Deluxe Customer Support?
2. How do I get assistance with a Deluxe login or payment issues?
3. Can I speak to someone at Deluxe about a failed transaction?

A: If you need help with your Deluxe Payments account, please contact the Deluxe Customer Support Team at 1-888-453-4538.
Their support team is available 24 hours a day, 7 days a week, and will be happy to assist you!

1. Do I become personally liable by submitting my information as an officer?
2. Can I skip the step asking for personal information on the application?
3. What if I’m not comfortable providing my SSN—are there alternatives?
4. Why does a nonprofit or school have to go through this level of screening?
5. Was this same verification required by previous payment processors?

A: The Deluxe Payments application asks for a Social Security Number and other personal details because you’re applying for a financial product—a merchant account issued by a bank.

Due to federal regulations, including the Patriot Act, banks are required to verify that organizations receiving merchant accounts are not involved in unlawful activity, such as fraud or terrorism. While this may seem like a lot—especially for schools and nonprofits—it’s a necessary part of the process to ensure secure and compliant payment handling.

To meet these requirements, the application includes a step where an officer of the organization provides basic personal information. This is solely used to confirm that the individual is not listed on any federal watch lists.

Please know that providing this information does not make you personally responsible for the account. It simply confirms your official role within the organization for identity verification.

This step is standard across the industry and was also required by our previous payment processor.

1. Where can I view my Deluxe gateway fees?
2. How can I track deposits and transactions?
3. Where can I review the transactions processed by Deluxe on my event site?

A. I wanted to share a couple of helpful resources to better understand Deluxe reporting and fees:

• FirstView™ FAQ: This article provides a comprehensive overview of Deluxe's transaction and deposit history reporting tools, offering an easy and robust way to track your activity.
• Understanding Deluxe Fees: This guide explains the different fees that may appear on your Deluxe statements and reports, so you can get a clearer picture of your charges. 

We partner with Deluxe Payments to offer online credit card processing, but our companies are separate. Your Deluxe Payments gateway account is created through a form on your event site and is managed exclusively by Deluxe Payments.

If you need further assistance with your Deluxe account, their Help Desk is available 24/7 at 888 453 4538  or via the Live Chat icon on the FirstView website. They’re always happy to help!

1. How do I log in to FirstView™?
2. Where can I find my Deluxe login credentials?
3. Can I begin processing transactions on my event site?
4. When will funds be deposited into my account?
5. Is my Deluxe set up complete?

A: Once your Deluxe application is approved, your credentials will be automatically added to your fundraising event website. You can view them by going to: Admin > Site Settings > Customize Your Site > Payments/Credit Card > Setup Credit Card Gateway.

To complete the setup and ensure everything runs smoothly, please follow the steps below in the order provided.

1. The first thing you need to do is set the offset fees.  To do this, go to Admin > Site Settings > Customize Your Site > Payments/Credit Card > Additional Credit Card Settings - there, you can tell the software to ask your guests to cover the processing fee on their transactions.  This is optional, but you do need to decide before you run a test transaction.  You won't be able to change this setting after you do.  More information on this feature is here.  (Acorn customers should look here instead.) 
2. Second, you need to run a transaction.  Your account is currently approved, but not Activated.  It won't move into the Activated state until you process a transaction of at least $5.00.  The fastest way to do this is by creating an order and adding a donation to it, but you could also just buy a ticket (if you are holding a ticketed event).
   Verify that the confirmation message for the transaction was successful, then set a reminder on your calendar - you should see a deposit into your checking account in three business days. When you see that, then you know everything is working end-to-end.
3. Next,  you should have received an email from Deluxe Payment Systems.  Please look for the email and click on the link provided, and follow the instructions.  The user name is the merchant ID number and is included in the email.  This account provides direct access to the Deluxe Payments interface - in the rare event you may need to process a transaction or refund on their interface rather than through our software. Bookmark this site once you've created your Deluxe Payments account.
4. Finally, your login credentials from the Deluxe account (after they are created) can also be used to log in to FirstView™, where you can pull reports on your settled transactions, view your monthly statements, and much more. Feel free to link to FirstView by using the button in the left-side navigation menu in the Deluxe Payments Platform.

1. How long does it take for an application to be processed by DPP?
2. Why is my Deluxe application status PENDING?
3. When will credentials appear in the fundraising event site?
4. How long does the entire application process take for Deluxe?
5. How quickly are credentials added after the application is approved?

A: When a customer completes an application for a new Deluxe account, our card specialist reviews it. If the application is complete, it is submitted for processing, typically taking about 12 to 14 hours for DPP to transition it to an actual merchant account.

At this stage, there are two possible outcomes:

1. Approved Application: If the application is clean and complete, the status will display as APPROVED in DPP.
2. Pending Application: If there are issues, such as missing documents or a copy of the applicant’s ID, the status will show as PENDING. In this case, credentials will not load until all issues are resolved, which may take several days.

Once any issues are addressed, the application will change to APPROVED in DPP, and a few hours later, the credentials will be loaded into the event site. 

Overall, this process can take up to 2-3 days if there are no complications with the application.