ProPay

[[email protected]]

I just got an email from ProPay saying:

This email serves as notification that your ProPay account has reached 75% of it's monthly CC processing limits. Please keep this in mind as you continue with transactions this month. You may request that your account be reviewed for an increase, either temporarily or permanently by contacting us at [email protected].

Is this legit? Do I need to increase our limit through them or C+P?

[CnP.Support]

Good day [email protected]

As a matter of "default" policy on all accounts the limits are set for $25K/month for each account. This is just a setting that we set up so we do not have to ask a million questions during account set up. Most organizations fall in that category. We have clients that process millions so the limit is not an issue and may be increased.

Our support will be contacting you and guide you through how to request a limit increase. The increase is done through ProPay and they will work with you to set it based on your needs.

Please let us know if we can be of more help.

[slipsey1]

I received a message that we hit 100% in the middle of our fundraiser!!!!!! This is not okay. Why would this not be communicated more clearly during signup.
Were donations just rejected once we were over our "limit"? What exactly happens when you hit your limit?

[CnP.LiveSupport.AB]

Donations are not being rejected. Your payment forms will not be blocked from receiving transactions. The ProPay account continues to receive the funds, but may delay depositing them into your bank account until it is confirmed that an unexpected amount is legit,and then the funds are released. Typically Propay notifies us when there is an issue with limits, and we jump on sorting it out for you. It can be helpful to notify support when you expect a large influx, such as for a fundraising event- but this was something that was sometimes necessary under TransFirst as well.

The requirement to move to ProPay is happening because TSYS (the parent company for Propay merchant accounts) bought out TransFirst. TSYS decided that Propay would be the structure to manage the combined resources of the two companies. Click & Pledge has been in ongoing efforts to minimize the impact on our customers, but as you can imagine- combining the operations of two large banking companies is not simple. By default, ProPay is setting limits as they would with any new business account, which is $25,000 per month. We make every effort to use the customer's history to ease those restrictions to match their history with Transfirst, but it is an ongoing challenge.

I understand that receiving such a message during a fundraising event would be stressful and scary. Could you forward the message you received to [email protected], Attn: Amanda, so that I can take further steps to make sure this does not happen with other customers?

Sincerely, Amanda
C&P Customer Advocate

[slipsey1]

I have forwarded the message from Propal. When I call Propal now, they say this is a C&P account, so I have to deal with C&P to release the funds. Yet I keep getting emails from Propal and they are holding the funds.
"It can be helpful to notify support when you expect a large influx, such as for a fundraising event- but this was something that was sometimes necessary under TransFirst as well."
How would I know to do this?

[CnP.LiveSupport.AB]

My understanding is that your organization's limit with Propay has been raised, and that you should see the deposit in your organization's account no later than Thursday, October 15th.

Please refer to your emails regarding Case#00368772 for additional details.

May your Propay experience be smooth from here!

~ Amanda
C&P Customer Advocate