If you are having issues reconciling deposits, you can view the deposits and a detailed breakdown of each deposit on our site. Select View Bank Deposits in Quick Links. Here you will be able to see all of your bank deposits; select View and Download Transactions, to get detailed information about each deposit.
Unfortunately, emails are not 100% reliable or you may not be designated to recieve emails from PSN. To ascertain the problem…
STEP 1. Check your spam/junk folder(s). If it is there, make sure you add PaymentServiceNetwork to your address book or safe sender’s list.
STEP 2. Log into the PSN AMC to make sure you are signed up to get emails. Under Quick Links, select Change My Email Notifications.
STEP 3. If our notices were not in the spam folder and you were signed up to receive notices, contact your Service Account Manager.
REMEMBER, YOU CAN ALWAYS GO TO THE PSN AMC TO VIEW ALL PAYMENTS, DEPOSITS, ETC. IN REAL TIME.
Unfortunately, you do not have full access to view your customer’s information or profile. You will not be able to view their payment methods and other confidenital info.
You can locate their payment history by selecting Real-Time Customer Payments under Quick Links. Here you can search the customer’s payment history.
By going to the Payment Tools tab and selecting Setup/Change Autopay, you can check the status of an Auto-Pay (recurring payment) that the customer may have set up.
There can be many different reasons that your payments were not downloaded. Some of the various reasons can be:
>> Your computer/server updated and blocked communication
>> Your computer/server was off when we attempted to send payments
>> Our server was down
Please contact your Service Account Manager; they will have the payments downloaded to your software.
Only staff who have administrator rights for the PSN system can add/remove users. To add or remove users:
1. Log into the PSN Account Management Center
2. Select the Account Management tab
3. Select Add and Maintain User Information from the dropdown menu
4. Follow the prompts to add, remove or edit users
If you have difficulty, please contact your Service Account Manager
A payment must be have been deposited to your account before a refund can be made. If the customer paid by check or savings, you cannot issue a refund until five days from the date the payment was made (the waiting period to assure this is not an NSF transaction). Credit card refunds can be refunded anytime after the payment was deposited.
To issue a refund, select Issue a Refund in Quick Links. Search for the transaction by any field (e.g., name, customer number). Click on Options and then Refund Transaction.
You can setup a PSN account for your customer by going through the same process that your customer would go through to create an account.
1. Go to your website and select the payment link to PSN
2. On PSN, select Register
3. Enter the customer name and account number as it appear on the bill; select Search
4. The customer name should appear at the bottom of the page, select next
5. Next enter an email address, password and a secret question
That’s it.
If you are doing this on behalf of the customer, let them know that they can change the email and password when they go online; they should select the My Profile tab.
NSF Fees: Either your company or the customer will be charged an NSF fee. Check your PSN Service Agreement to see who pays the fees. If your company, pays the NSF fee, the fee will be debited from your account at the end of the month. You can charge the customer to recoup the expense. If the customer is responsible, PSN withdraws the funds from their bank account, automatically.
Disputed Credit Card Fees: If your customer disputes the credit card payment, PSN debits a $15 fee from your account.
Selecting View Monthly Invoice in Quick Links list in the PSN Account Management Center.
Make sure they are entering the name and account number as they appear on the bill. If they continue to have problems, have them contact the PSN Call Center at 866-917-7368.
If a check transaction was declined or if you issued a refund to your customer, you would need to manually remove it from your software.
To learn more about a declined/rejected payment you can go to View Declined/Rejected Payments which is located in your Quick Links. You will be able to view and search all declined/rejected payments and view the response from the financial institution as to why the payments were unsuccessful.
You can check to see if an Auto-Pay has been set up by selecting the Payment Tools tab; then select Setup/Change Auto-Pay. You can also set up an Auto-Pay for your customer or modify the payment by selecting the appropriate button.
You can locate a customer’s payment history by going to Real-Time Customer Payments in Quick Links. In the chart, enter the customer name in the box. HINT: Enter the name exactly as it appears on the customer bill or perhaps just enter the last name.
There are several reasons why we would have withdrawn funds from your bank account. To find the specific reason, select View Bank Deposits in Quick Links. Some reasons for withdrawals include refunding for an NSF or a disputed credit card and paying for PSN fees.
If your customers experience any issues with our website, mobile app or IVR system, please have them contact our PSN Call Center at 866-917-7368.
Deposits and underlying money transmission are provided by our partner bank.
If a person moves or has a name change and still is your customer, the Auto-Pay doesn’t run because the account number or name in the customer’s PSN settings is different than the new data you have in your records. The old setting and the new setting must be merged. If a customer needs assistance with changing their settings, have the customer contact our Call Center at 866-917-7368. NOTES: This applies only if your software is integrated with the PSN system. Please do not give the customer your Service Account Manager’s phone number or email; our Call Center is specifically equipped to help your customers.