To view the details of funds that we sent to your bank account, complete the following steps: Sign in to https://payroc.partnerengage.com. From the navigation menu, select Reports > Merchant Company > ACH Deposit. (Optional) If you have more than one merchant company, use the dropdown menu to select your merchant company. From the Date Range d...

Use the Roc Terminal+ mobile app to resend a receipt for a transaction by email or SMS. Note: You can't send a receipt for a declined transaction. Select . (Optional) If you have multiple store locations, select the store location, and then select OK. Select Devices, select the EPI of the device that processed the transaction, and then select OK. Se...

Use the Roc Terminal+ mobile app to close an open batch for a physical or virtual terminal, including terminals at other store locations. From the Sale screen, select Open Batches. (Optional) If you have multiple store locations, select the store location, and then select OK. Select Devices, and select the EPI of the device with the batch you want t...

Important: Before you can add an item to your catalog, you need to set up your catalog. For more information, go to Set up your catalog. For each item you want to add, complete the following steps: Select the three-stacked-lines, and then select Catalog. Select the + icon. Select Add Item. Enter the item information. Select the category you want to ...

You can use the Roc Services Mobile App to add an item from your catalog to the cart and process the payment. Note: Before you can run a sale with your catalog, you must set up your catalog. For more information, go to Set up your catalog. To run a sale with an item from your catalog, complete the following steps: (Optional) Assign a customer to the...

You can choose to receive your 1099-K form digitally or by mail. Depending on whether you've signed in to Payroc Insights before, go to one of the following: If it's your first time signing in to Payroc Insights, go to Set up your 1099-K delivery method. If you've already set up your 1099-K delivery method and want to change it, go to Update your 10...

View and search your recent transaction history in the Roc Terminal+ mobile app. Note: You can view only transactions from the Virtual Terminal and RCKT reader in the mobile app. To view transactions, complete the following steps: From the Sale screen, select . Select Store. (Optional) If you have multiple store locations, select the store location,...

You can use the Roc Services Mobile App to set up your catalog and add priced items. Catalog items are organized in a hierarchy. A super category contains categories, and each category contains items. The following diagram shows how the catalog might be applied to a gardening business: To set up your catalog, complete the following steps: Create a S...

Use the Roc Services Mobile App to run a card sale by entering the card details manually. To run a keyed card sale, complete the following steps: (Optional) Assign a customer to the sale Add items Run the sale (Optional) Step 1. Assign a customer to the sale On the main screen, select . (Optional) Search for the customer by their name, phone number,...

Use the Roc Services Mobile App to run a sale using a customer's Automated Clearing House (ACH) details. To run a sale with bank account details, complete the following steps: (Optional) Assign a customer to the sale Add items Run the sale (Optional) Step 1. Assign a customer to the sale On the main screen, select . (Optional) Search for the custome...

Held funds are funds that we've retained because of an issue with one or more of your transactions, for example, a chargeback. When we hold funds, the amount that we deposit into your account doesn't match the transaction amount. To release the funds, we might need you to provide additional documentation about the transactions. After we release the ...

Use the Roc Services Mobile App to run a cash sale. To run a cash sale, complete the following steps: (Optional) Assign a customer to the sale Add items Run the sale (Optional) Step 1. Assign a customer to the sale On the main screen, select . (Optional) Search for the customer by their name, phone number, or email address. From the list of customer...

You can save a customer's card to their profile when you run a manual card entry sale. You can then reuse the card for future transactions with the customer. To run a sale and save the customer's card details, complete the following steps:  Open the Virtual Terminal. Add items to the order. Run the sale. Step 1: Open the Virtual Terminal Log in to h...

Use Roc Services to run a bank transfer sale using a customer's Automated Clearing House (ACH) details. To run a sale with bank account details, complete the following steps: Open the Virtual Terminal. Add items to the order. Run the sale. Step 1: Open the Virtual Terminal Log in to https://services.rocpos.com/login. From the navigation menu, select...

Use Payroc Insights to view your batches and details about transactions in each batch. After you retrieve a list of batches, you can view the following additional information for each batch: Batch Card Summary — Table that contains transaction information grouped by card type. Each row in the table contains a summary of the transactions for a card t...

You can delete an open order from Roc Services. An open order is an unpaid order. Important: If you delete an order, you can't recover it. Log in to https://services.rocpos.com/login. From the navigation menu, select Virtual Terminal. Select the Open Orders tab. From the list, select the open order you want to delete. Select . Select Continue. A not...

Sign in to https://payroc.partnerengage.com. From the navigation menu, select My Cases. Select Create New Case. In the Subject field, enter a brief description of your issue. In the Description field, enter the details of your issue. (Optional) To attach supporting documents, select File Upload, and then select the files you want to attach. Select S...

Use Roc Services to run a sale with a card reader that is connected to Roc Services. To run a sale with a card reader, complete the following steps: Open the Virtual Terminal. Add items to the order. Run the sale. Step 1: Open the Virtual Terminal Log in to https://services.rocpos.com/login. From the navigation menu, select Virtual Terminal. (Option...

You can download the Roc Services Mobile App on an Android mobile device or an Apple mobile device. The steps you follow depend on your device type. To install the app, complete one of the following sets of steps: Download the Roc Services Mobile App to an Android device Download the Roc Services Mobile App to an Apple device Download the Roc Servic...

Use the Self-Care Portal to create taxes that apply to transactions on the Virtual Terminal and the Payroc App. If you create more than one tax: For Virtual Terminal transactions, you can choose which tax to apply. For more information about how to add a tax, go to Add a tax to a Virtual Terminal transaction. For Payroc App transactions, the app aut...

Use the order tool in Payroc Insights to order terminal paper for your devices. The order tool opens in a new tab and takes you to the General Credit Forms (GCF) store for Payroc supplies. You must use the correct printer paper for your device. Most devices use 74' × 2 1/4" paper, except the following: Device Paper size Clover Kitchen Printer 100' ×...

Sign in to https://payroc.partnerengage.com. From the navigation menu, select My Cases. (Optional) If you have more than one merchant company, use the Merchant Company dropdown menu to enter the merchant company name, and select Apply Filters. (Optional) To filter support cases by status, use the Status dropdown menu, and select Apply Filters....

You can delete an open order from Roc Services. An open order is an unpaid order. Important: If you delete an order, you can't recover it. Log in to https://services.rocpos.com/login. From the navigation menu, select Virtual Terminal. Select the Open Orders tab. From the list, select the open order you want to delete. Select . Select Continue. A not...

Important: Only the person who signed the Merchant Processing Agreement (MPA) can update the bank account details associated with a merchant account. To update your bank account details, complete the following steps: Download the Merchant Processing Amendment form. Complete the form. Gather supporting documentation. Send us the information. 1. Downl...

Use the Roc Terminal+ mobile app to refund a transaction. From the Sale screen, select [phone-icon]. Locate the transaction. For more information about searching for a transaction, go to View transactions. Select next to the transaction, and then select Issue Refund. Confirm the refund amount. (Optional) Enter an email address and phone number for t...

After we set up your Payroc Insights account, you need to complete your account registration so that you can sign in. To complete your account registration, complete the following steps: Find the welcome email that we sent you from payroc@partnerengage.com. Note: If you can't find the email we sent you, check your spam or junk folder. Select the reg...

To edit a predefined tip that you previously created, complete the following steps: Log in to https://services.rocpos.com/login. From the navigation menu, select Settings, and then select Predefined Tips. Select Edit. Update the predefined tip. You can change the following: Tip Label - Name of the tip. Value (%) - Amount of the tip as a percentage o...

Use Roc Services to run a card sale by entering the card details manually. Manually enter a card when the payment device can't read the customer's card.  To run a keyed card sale, complete the following steps: Open the Virtual Terminal. Add items to the order. Run the sale. Step 1: Open the Virtual Terminal Log in to https://services.rocpos.com/logi...

Generate a QR code for the customer to scan to complete payment. From the Sale screen, enter the transaction amount using the keypad. Select Process Payment. Select QR Pay. Enter a label and expiry date for the QR Pay code. Select Continue. The app generates a QR code. Ask the customer to scan the QR code to make a payment. Select OK....

If you previously saved a customer's card to their profile in Roc Services, you can use it to run a sale without having to re-enter their payment details. For more information about saving a customer's card, go to Save a customer's card when you run a sale. To run a sale with saved payment details, complete the following steps: Open the Virtual Term...

InTouch Notifications are a Payroc Insights feature that sends you alerts when events occur on your account. If you haven't set up InTouch Notifications, go to Schedule your InTouch Notifications. You can update the following settings: Contact details Scheduling Notification preferences To update your InTouch Notifications settings, complete the fol...

Use the Roc Terminal+ mobile app to view previous batches. From the Sale screen, select the navigation menu.  Select Batch Report. (Optional) If you have multiple store locations, select the store location. Select Devices, and then select the EPI of the device that contains the batch. Select OK. The app displays recent batches. Locate the batch: To ...

InTouch Notifications are a Payroc Insights feature that you can set up to receive alerts when events occur on your account, for example, when a chargeback is posted. We send notifications by SMS or email. To set up InTouch Notifications, complete the following steps: Add contact details. Schedule your notifications. Select the notifications you wan...

After you change settings on the Roc Terminal+ web portal, you must download the updates to the Roc Terminal+ mobile app to apply the changes. To update the mobile app, complete the following steps: From the Sale screen, select . Select Param Download. The app checks for a parameter update and applies the update. Select OK....

To update a net term that you previously created, complete the following steps: Log in to https://services.rocpos.com/login. From the navigation menu, select Settings, and then select Predefined Net Terms. Select Edit. Update the predefined net term. You can change the following: Net Terms in Days - Number of days you expect the customer to pay thei...

Open batch transactions can be set to one of three statuses before settlement: Ready — Include the transaction in settlement. Pending — Hold the transaction back from settlement until set to Ready. Void — Permanently exclude from settlement. If you set a transaction status to Void, you can't change it back to Ready or Pending. Note: Depending on you...

To edit a discount code that you previously created, complete the following steps: Log in to https://services.rocpos.com/login. From the navigation menu, select Settings, and then select Discounts. Select Edit. Update the discount. You can change the following: Discount type - Indicates how the discount applies to the transaction. The value is one o...

To close your Payroc account, contact our Customer Support Team at  1-888-477-4500 or email cs@payroc.com ....

Important: Pair an RCKT reader using only the Roc Terminal+ mobile app. Do not pair an RCKT reader using your mobile device settings. To pair the RCKT reader with the mobile app, turn on the RCKT reader, and turn on Bluetooth on your mobile device. Then complete the following steps: From the Sale screen, select the . Select the Devices tab. From the...

If you have access to more than one processing terminal, you can switch between them in the Self-Care Portal. Log in to https://payments.payroc.com/merchant/selfcare/. Select the dropdown menu that shows your current processing terminal ID. Note: The dropdown menu shows only the terminals you have access to. Select the processing terminal you want t...

When you run a card transaction, we return a response indicating whether the payment was approved or declined. We may also include Address Verification Service (AVS) or Card Verification Value (CVV) results. For transactions you run using the Virtual Terminal, we return the response on the receipt page. This article covers: Transaction response type...

Use the Self-Care Portal to print a receipt for a transaction. The steps you need to follow depend on the payment method the customer used and whether the transaction is in an open or closed batch: Print a receipt for a card transaction from an open batch Print a receipt for a card transaction from a closed batch Print a receipt for a bank transfer ...

Remove a secure token from the Self-Care Portal when you no longer need it. Note: You can't delete a secure token that is linked to an active subscription. Remove the token from any active subscriptions before you delete it.   Log in to https://payments.payroc.com/merchant/selfcare/. From the navigation menu, select Customers, and then select Secure...

Use the Secure Tokens list to find a stored token by merchant reference, card number, or other details. Log in to https://payments.payroc.com/merchant/selfcare/. From the navigation menu, select Customers, and then select Secure Tokens. Use the filters to search for the secure token. The matching tokens appear in the list. To clear the search, selec...

The expiring secure tokens view lists customers whose stored card tokens are nearing expiry. Use this to identify cards that may need to be re-collected or that account updater has not yet refreshed. Log in to https://payments.payroc.com/merchant/selfcare/. From the navigation menu, select Reporting. Select the Customers tab, and then select Secure ...

Use the Self-Care Portal to view the open batch and to search for closed batches. View the open batch Log in to https://payments.payroc.com/merchant/selfcare/. From the navigation menu, select Reporting, and then select Open Batch. Search for a closed batch Log in to https://payments.payroc.com/merchant/selfcare/. From the navigation menu, select Re...

Hosted Payment Page templates control the appearance of Hosted Payment Pages shown to your customers. You can configure templates for different channels, for example, WEB or MOTO, and for mobile and tablet devices. Your user account must have Pay Pages permission to complete this task. Log in to https://payments.payroc.com/merchant/selfcare/. From t...

Update the payment details stored against a secure token. You can't change the merchant reference, token reference, or modification date. Log in to https://payments.payroc.com/merchant/selfcare/. From the navigation menu, select Customers, and then select Secure Tokens. Use the filters to search for the secure token. From the Action column, select t...

You can reset your password from the Self-Care Portal login screen. If you are locked out of your account, you need to reset your password to regain access. To reset your password, you need your merchant ID, your username, and the email address linked to your Self-Care Portal account. Note: Your welcome email includes your merchant ID and username. ...

You can raise a support ticket directly from the Self-Care Portal if you need help or have a transaction query. Log in to https://payments.payroc.com/merchant/selfcare/. From the navigation menu, select Contact Support. Select the priority level and category for your query: General Support Transaction Query Bug Report Other Enter a subject and your ...

Account updater reports show which stored cards have been automatically refreshed with updated card details. Run this report to review which cards were updated and confirm the results. Log in to https://payments.payroc.com/merchant/selfcare/. From the navigation menu, select Reporting, and then select Account Updater. Set the date range for the repo...

The Self-Care Portal dashboard displays information about your payment activity, including live transactions and historical trends. To view your dashboard, complete the following steps: Log in to https://payments.payroc.com/merchant/selfcare/. From the navigation menu, select Dashboard. The dashboard opens and displays the following panes: Top Perio...

Use the Self-Care Portal to email a receipt to a customer. The steps you need to follow depend on the payment method that the customer used for the transaction: Email a receipt for a card transaction Email a receipt for a bank transfer transaction Email a receipt for a card transaction Log in to https://payments.payroc.com/merchant/selfcare/. Locate...