Chase QuickAccept^SM Support

Yes, you will need to activate QuickAccept in the Chase Mobile App before you can begin accepting payments. For instructions, watch the how-to video above.

To process a payment with key entry, enter the card holder’s full name, full card number, expiration date, billing zip code and CVV code. The CVV is a 3-digit code found on the back of most cards. For American Express®, the CVV is a 4-digit code that is found on the front of the card.

For instructions to accept payments using key entry, watch the Take Card Payments on the Go video.

After a payment is approved, the prompt to provide a receipt appears. We recommend you always send your customer a receipt and send a copy to yourself for record keeping. Your copy of the receipt can be required as documentation to contest or resolve disputes.

The Chase Mobile app notifies you with an error message if a payment fails. This happens for a variety of reasons, including:

• The customer’s information was incorrect or could not be verified.

• The customer’s card issuer declined the payment due to insufficient funds or other blocks on their account.

• Your QuickAccept service has been deactivated.

• You’re collecting payments for something that violates our Terms of Service.

If your service has been deactivated, you should receive an email with more information. If you do not receive an email or if you still need assistance, open a Support Ticket.

Use these guidelines when opening a support ticket:

• Enter the email address used when you opened your checking account

• Select “QuickAccept” from the “What can we help you with” drop down box

• Do not enter any other personal information such as your checking account number

QuickAccept does not automatically add sales tax to payment amounts.   If you need to add taxes, please calculate the appropriate tax amount and add to the total payment amount requested before processing the payment.

At this time, merchants using QuickAccept can process international credit cards via the QuickAccept card reader. For key-entry transactions, the card can only be processed with a US-based billing address.

See below for step by step instructions for reporting a problem.

Yes. Charge the card reader using the included USB cable for 2 hours before you begin the setup process. The red LED light on the side of the device will stop flashing and remain lit when the battery is fully charged.

Note: If you use a computer USB port to charge your card reader, you’ll need to disconnect the card reader before using it.

No. Once you’ve turned on Bluetooth on your device, go to the Chase Mobile app to begin the pairing process. Below are instructions for pairing your device.

To pair your card reader:

1. Make sure Bluetooth is turned on in your mobile device settings and that the card reader is turned on.

2. Sign into the Chase Mobile app and go to the Chase Business Complete Checking tile.

3. Choose Accept, then More Options.

4. Choose Pair a card reader and then choose your card reader from the list of available card readers.

5. When a Bluetooth Pairing Request message is displayed, choose Pair.

Note: Since the pairing process uses an LED light sequence, you can disregard any message about entering a passcode.

6. Make sure the card reader is within range (30 feet or less) of your mobile device.

7. The LED lights on the card reader will initialize, then display in a sequence. Each light will be ON, OFF or BLINKING.

8. At the same time, an image of the card reader will be displayed on your mobile device.

9. When the sequence on the card reader is the same as in the Chase Mobile app, choose Confirm. To see the sequence again, choose Replay light pattern.

Note: For security reasons, the pairing process will time out if you don’t choose Confirm or Replay light pattern within 10 seconds. If this happens, you’ll need to restart the pairing process, including unpairing the card reader in your device Bluetooth settings.

Accommodations are available for customers with visual impairments. Please call us at 1-800-242-7338 for assistance in setting up your new card reader.

No. Once the card reader is paired with the Chase Mobile app, it will be available to use until you unpair it.

No, turn on your reader by pressing and holding the power button on the right side of reader for a few seconds until it beeps once. To preserve battery life, the reader will automatically turn off after three minutes of inactivity. If the card reader turns off between transactions, press the power button to turn it back on.

If you’re trying to pair your card reader and it’s not listed under Available card readers, verify that:

• Your device Bluetooth is turned on.

• The card reader is turned on and is within range of your mobile device (usually within 30 feet).

Once you’ve verified these items, start the pairing process again. If your card reader still isn’t listed under Available card readers, check to see if the reader is listed in your device’s Bluetooth settings menu. If it is, you’ll need to “forget” the reader before you can pair it in the Chase Mobile app.

If you are having issues processing a reader, here are a few tips to troubleshoot.

• Restart your card reader.

• Re-pair your card reader. To re-pair your card reader, you need to go to your device settings and "forget" the reader then repeat the pairing process.

• Make sure your reader is turned on and the battery is charged. If the red LED light is flashing, the battery is low and may need to be recharged before use.

If you are still unable to process a payment, please call us at 1-800-242-7338 for additional assistance.

If your card reader cannot hold a charge, try to fully charge the reader again. Then re-pair the device. If this does not work, review the return policy and call POS Portal to discuss the process to exchange or return your damaged reader.

No. This setting cannot be adjusted.

No, your mobile card reader can only be paired with one Chase Business Complete Banking deposit account at a time.

Additional or replacement readers can be obtained from the POS Portal website. Please review the return policy and call POS Portal to discuss the process to exchange or return your damaged reader.

For package tracking and shipping inquiries, contact POS Portal regarding your equipment order 1-855-838-4611, option 2 or visit their website for more information.

• QuickAccept payments authorized before 8 p.m. Eastern Time Sunday through Friday will be deposited into your Chase Business Checking account by 12 a.m. Eastern Time.
  

• QuickAccept payments authorized before 8 p.m. Eastern Time on Saturdays will be deposited into your Chase Business Checking account by 7:30 a.m. Eastern Time Sunday morning.
  

• Any QuickAccept payment authorized after the daily cut off time will be deposited the next day

Funds may be withheld for a variety of reasons. Deposit limits are set for every account and differ by business type, size, how you accept payments and other factors. Funds can be held when the deposit amount exceeds a deposit limit set by Chase. Deposit limits cover potential chargebacks, returns, unshipped merchandise, refunds, and/or unfulfilled services. It acts as a buffer between the time payments are processed and the time you can access these funds, in order to mitigate the risk of making funds accessible immediately.

To protect against fraud, some transactions may require additional validation, Chase may hold funds and request documentation from you to ensure the transaction is legitimate. Once the documents have been reviewed and the transaction is approved, Chase will deposit the funds into your account.

If you experience a hold and have question, go into your transaction history, select the transaction and view the details. Select Report a Problem and complete the form. Be sure to use the email address used to open your checking account.

The deposit limit is evaluated on a regular basis, and may be raised or lowered at any time, based on your payment history.

If you would like the deposit limit adjusted outside of the normal monthly evaluation, open a support ticket and submit documentation when requested.

Use these guidelines when opening a support ticket: 

• Enter the email address used when you opened your checking account

• Select “QuickAccept” from the “What can we help you with” drop down box

• Do not enter any other personal information such as your checking account number

Individual transactions may require additional information to ensure they are not fraudulent. This type of review protects you and Chase and can easily be resolved by you submitting a receipt when requested. If, on occasion, your weekly payments exceed a threshold established for your business, Chase may hold the funds amount over the threshold, again, to validate activity. This happens very rarely.

If you have further questions, go into your transaction history, select the transaction and view the details. Select Report a Problem and complete the form. Be sure to use the email address used to open your checking account.

View your QuickAccept^SM transactions on your Chase Mobile® app or in your online banking account.

Viewing with the Chase Mobile app:

• Sign in to your Chase Business Checking account through the Chase Mobile App

• Scroll down to the QuickAccept transactions tile and select “your transaction history”

Viewing through your online banking account:

• Sign in to your Chase Banking account through chase.com

• On the bottom of the Chase Business Checking account tile, select “Accept”, then select “Transactions” at the top of the screen to view your payments details from the list of transactions, select the transaction for which you want to see additional details

Refunds can be issued directly from your online bank account. You can only refund a payment that’s less than 60 days old. Once a refund has been issued, it usually takes 3-7 business days to credit the customer’s account.

Follow these steps to refund payments:

1. Sign in to your online payments account at chase.com/business and navigate to the QuickAccept Merchant Dashboard following the steps above

2. Select the payment you would like to refund

3. Click the red Issue Refund button

For help issuing partial refunds, or for payments older than 60 days, please open a Support Ticket. Make sure to provide the following information:

• Transaction ID

• Name of payer

• Email address of customer

• Date of payment

• Total amount of payment

• Full refund or partial amount to refund

• Reason for refund

Use these guidelines when opening a support ticket:

• Enter the email address used when you opened your checking account

• Select “QuickAccept” from the “What can we help you with” drop down box

• Do not enter any other personal information such as your checking account number

For each QuickAccept transaction, fees are subtracted from your total before you receive your deposit. No additional transactions fees will be charged at the end of the month. To see the deposit amount and any adjustments and fees, go to the “Transaction History” screen and view the details.

Review your deposit details, fees, adjustments, or disputes related to your QuickAccept payments from the Merchant Dashboard in your online account. Select the link to “view details” on the “Transaction History” screen.

If you still need assistance, open a Support Ticket.

Use these guidelines when opening a support ticket: 

• Enter the email address used when you opened your checking account

• Select “QuickAccept” from the “What can we help you with” drop down box

• Do not enter any other personal information such as your checking account number

A dispute happens when a customer formally reports that a charge on their card was not legitimate. When a customer disputes a charge, the customer’s payment is reversed while the case is being reviewed. Disputes are initiated by the customer via the bank that issued the card. Your customer may have filed a dispute because they:

• Did not receive a product or service

• Do not recognize the charge or payee on their statement

• Believe the product or service was defective, damaged, or not as it was described

• Were a victim of fraud – their credit or debit card was stolen or used without their consent

• Were charged twice

You will be notified when a dispute claim has been made and we don’t have the documentation needed to challenge. You have a limited time to submit proof that the charge was legitimate. Because of the time sensitivity, it is best to monitor your account online frequently. Most card networks allow customers to dispute payments for up to 120 days after the transaction took place, in some cases up to 540 days. American Express® allows customers to dispute payments at any time.

We notify you of the dispute via email. You can also view the dispute on the QuickAccept Dashboard. When a customer disputes a charge made on their card, the bank that issued the card credits the cardholder and the payment brand credits the issuing bank. The disputed amount is temporarily deducted from your next settlement while the claim is being reviewed. If there are not enough funds in your next settlement, the amount is deducted from your Chase bank account.

View the status of your dispute on the QuickAccept Dashboard on your online account. You will receive an initial e-mail notification informing you of the dispute details. Carefully review the information contained in the notification email, particularly the dispute type. You may be given the option to contest or concede the dispute. If you accept responsibility for the dispute, click “Concede.” The funds will not be returned to your Chase bank account.

If, however, you challenge the dispute, you need to provide supporting evidence that the good or service that you agreed to provide to the customer was carried out as intended. Please consult the guide below to determine what documents you need to submit for the most common dispute types. 

From the day that you receive your dispute notification, you will have five business days to submit your evidence. This window ensures that Chase has sufficient time to present the evidence to the cardholder’s bank and/or card network within their allocated timeframes. We evaluate late submissions on a case-by-case basis and submit accordingly.

Once you have gathered all of the documents, click the “Contest” button and upload your documents. Please keep in mind that there are size limitations on files, so you may want to submit screenshots. For instance, if you submit your refund policy but the file size is too large, take a screenshot of the page with the cardholder’s signature. Chase currently accepts JPG, JPEG, TIF, TIFF, PNG, and PDF (preferred) files. For each dispute, submit up to five files, 1MB per file. If you have multiple picture files that exceed the combined size limit, compress each individual file and upload again.

Once Chase receives your response and supporting evidence, we will challenge the dispute with the cardholder’s bank on your behalf. If you win the dispute, Chase releases the disputed funds back to your bank account in the next settlement and your confirmation will be sent. Due to timelines for card networks and issuing banks, the dispute can take up to 45 days to be resolved.

You will receive an email from us when the dispute is resolved. For additional inquiries regarding chargebacks, open a support ticket.

From the day that you receive your dispute notification, you will have five business days to submit your evidence. This window ensures that Chase has sufficient time to present the evidence to the cardholder’s bank and/or card network within their allocated timeframes. We evaluate late submissions on a case-by-case basis and submit accordingly.

Once you have gathered all of the documents, click the “Contest” button and upload your documents. Please keep in mind that there are size limitations on files, so you may want to submit screenshots. For instance, if you submit your refund policy but the file size is too large, take a screenshot of the page with the cardholder’s signature. Chase currently accepts JPG, JPEG, TIF, TIFF, PNG, and PDF (preferred) files. For each dispute, submit up to five files, 1MB per file. If you have multiple picture files that exceed the combined size limit, compress each individual file and upload again.

Once Chase receives your response and supporting evidence, we will challenge the dispute with the cardholder’s bank on your behalf. If you win the dispute, Chase releases the disputed funds back to your bank account in the next settlement and your confirmation will be sent. Due to timelines for card networks and issuing banks, the dispute can take up to 45 days to be resolved.

You will receive an email from us when the dispute is resolved. For additional inquiries regarding chargebacks, open a support ticket.

At this time, additional users cannot be added to QuickAccept. Since it is a feature of your CBCB account and only accessed through the account on the Chase Mobile App, only the authorized user can access QuickAccept.

QuickAccept is a feature of your Chase Business Complete Banking (CBCB) account. QuickAccept will not be available for use once you close your CBCB account; it will close automatically. If you have a CBCB account and no longer wish to use QuickAccept, you can stop processing payments at any time. QuickAccept is offered at no additional charge. You will only incur fees when you process debit or credit card payments.

No, currently QuickAccept is only available to clients with a social security number. If you used an ITIN to open your CBCB account, you will not be able to use QuickAccept at this time. If you have already processed a transaction, please open a support ticket for assistance.

Protecting your security and the security of your customers is very important to us.  We take a variety of safety and security precautions to ensure your personal data and payment data are kept safe at all time.  To keep you safe, we utilize a combination of security technology, training and education and secure partners to ensure you have bank-level security while using WePay.

WePay (a Chase Company) uses state-of-the-art cryptographic algorithms during data transmission (HTTPS with RSA 2048 bit key and SHA 256 certificate) and in our databases (AES 256 encryption with unique per-row keys). Our servers are kept in PCI and SSAE16 certified datacenters with 24x7 monitoring.  Each of our employees undergo rigorous security training periodically to ensure there are no breaches in our system.  All money you collect is held in a protected account by our partner bank, an FDIC-insured institution, so your funds are never at risk.  Our systems are tested frequently and are inline with PCI compliance requirements resulting in WePay's Level 1 PCI Compliant rating.

PCI-DSS stands for Payment Card Industry Data Security Standards.  PCI-DSS certification is designed to ensure cardholders' information is well-protected and managed by payment companies like WePay.  To earn a PCI certification, WePay undergoes an annual third-party audit of our security process and procedure.  Systems are tested daily and employees are held to strict standards and levels of security education.  WePay has been certified at the highest level of PCI compliance as a Level 1 PCI Compliant Service Provider.

Form 1099-K is the IRS’s information return for reporting the movement of funds. It reflects the gross dollar amount that you collected in the previous calendar year. In addition, the IRS 1099-K form should reflect your legal name and Taxpayer Identification Number (TIN). It is up to you (and your tax professional) to determine whether these amounts represent taxable income.

If you collect at least $20,000 and have at least 200 transactions in the calendar year, you will receive the 1099-K form by January 31 of the following year. The form will come from WePay, a Chase company. All payment processors are required to issue the 1099-K form by law. WePay is also required to file a corresponding tax form with the IRS, which participates in a combined filing program with many state tax agencies.

Yes, these thresholds apply to all US-based businesses including non-profits and other tax-exempt entities. However, the 1099-K form will be sent with the name and Taxpayer Identification Number (TIN) of your business or non-profit, rather than the account’s administrator’s legal name and social security number.

In other words, if you are an administrator of an account for a business or non-profit, you will not take on any tax liability on behalf of the business or non-profit under your own social security number, as long as you input the correct name and employer identification number for the business or nonprofit.

When determining whether you have received more than $20,000, Chase does not deduct refunds or fees. Gross payment volume is determined by the amount of money your customers originally paid.

It is up to you (and a tax professional) to determine whether your proceeds represent taxable income. Chase will not report the funds that you collected as earned income. The 1099-K form is simply intended to track the movement of funds.

If you are subject to tax in the United States, and you meet the requirements of at least $20,000 collected and at least 200 transactions in a calendar year you will receive the 1099-K form. If you reside in Canada or another foreign country and are not subject to tax in the United States, you will not receive the 1099-K form.