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How to Manage ACH Invoices and Update Billing Contact Emails

Learn how to create a support ticket to request ACH invoices or update the billing contact information for your organization’s Fiserv/CardPointe account.

To request historical ACH invoices or update your billing email address, submit a support ticket through the CardPointe portal by navigating to Support > Create Ticket and selecting Statement/Reporting Assistance as the reason. Credit card processing statements are available directly in the CardPointe portal, but ACH invoices are handled via a separate ticketing system.

How to Request ACH Invoices or Email Updates

  1. From the CardPointe dashboard, navigate to Support > Create Ticket and click the Create Ticket button to open a new inquiry.
  2. Make sure your location is for your ACH account to ensure the ticket goes to the correct department.
  3. In the Reason dropdown, select Statement/Reporting Assistance.
  4. In the Description box, include the following information to ensure faster processing:
    1. Merchant ID (MID): Specify the MID associated with your ACH processing.
    2. Invoices: Clearly state the specific invoices being requested.
    3. New Email Address: If updating your billing contact, provide the new email address(es) that should receive future invoices.
  5. Click Save.

If your ACH processor is Fiserv ACH, please add donotreply@snappayglobal.com to your email safelist.

The ACH team typically responds within five to ten business days. Confirm that support ticket notifications are enabled on your account so you receive timely updates when the ACH team responds.