FAQs

TheECheck.com frequently asked questions, all gathered nicely in one place

Introductory FAQs

How do I sign up to TheECheck and how long will this take?

Signing up for an account with TheECheck is quick and easy, and can have you up and processing within 1-2 business days – once all documentation has been received. To sign-up for an account, please fill in the online merchant application form and a member of our staff will contact you shortly. Alternatively, you can send an email with your business and processing details to info@theecheck.com or call us on +1 (855) 403-3855.

What payment types can I accept with TheECheck?

TheECheck merchants can accept payments via eCheck, ACH, Credit Card and Debit Card.

How do I integrate with TheECheck?

TheECheck’s dedicated technical support team will help you integrate with our payment system. You will have access to TheECheck API documentation once your account has been approved for processing. You will integrate TheECheck payment gateway, with your existing shopping cart or payment page.

Can I be located anywhere in the world?

Yes. TheECheck processes for low and high-risk merchants from anywhere in the world, offering onshore, offshore and global merchant accounts.

What rates does TheECheck charge?

TheECheck uses a unique algorithm to set the lowest possible rates for its high and low-risk merchants.

By assessing your business profile, which takes into account your industry, credit history, processing volumes and location, TheECheck can provide you with a competitive industry rate, specific to your business.

For more information on TheECheck’s rates, please visit the rates page on our website or complete an online enquiry form for an obligation free rates quote

What industries does TheECheck process for?

TheECheck processes for high and low risk merchants from almost every industry and location worldwide. To see if TheECheck can process for your business, please contact us today for an obligation free processing assessment.

Does TheECheck accept high-risk merchants?

Yes. TheECheck provides premium online processing services to high-risk merchants worldwide. With global banking relationships, sophisticated fraud controls and no stringent processing volume restrictions, TheECheck is the first choice for high-risk merchants, no matter where they are in the world. For more information about our dedicated high-risk merchant accounts, please click here.

Does TheECheck enforce volume processing restrictions?

No, TheECheck does not enforce volume processing restrictions, however some acquiring banks do have set processing guidelines. TheECheck will work with your business to develop a processing agreement which suits your volume needs, and try to replace volume restrictions (where possible) with routine security checks if your business has a high monthly turn-over.

How do I track my online payments with TheECheck?

Every merchant receives a secure online account that provides multiple functionality and detailed reporting of all processing and sales statistics. With a Virtual Terminal, full transaction listings, search functionality, in-depth reporting and more, the TheECheck online account helps merchants manage their growth, revenue and ongoing business success.

How often will TheECheck pay me?

TheECheck pays its merchants via a weekly payment cycle, providing settlement by Friday of each week. This convenient payment cycle is also offered to Referral Agents and affiliates to assure the settlement of funds in a timely and professional manner. Settlement payments will be made to the Referral Agent’s Settlement Account Details set out in Appendix “B”.

How will I get paid?

TheECheck.com supports global payment solutions. We currently offer two solutions:

  • TheECheck can send funds to you via global/domestic bank wire
  • Payments can also be transferred to you via our eWallet solution

We are capable of sending funds globally as long as the country of payment is not on the ‘OFAC’ Watch List.

OFAC: The Office of Foreign Assets Control (OFAC) of the US Department of the Treasury administers and enforces economic and trade sanctions based on US foreign policy and national security goals against targeted foreign countries and regimes, terrorists, global narcotics traffickers, those engaged in activities related to the proliferation of weapons of mass destruction, and other threats to the national security, foreign policy or economy of the United States.

What are the hours of operation for processing orders?

Our Office hours of operation are M-TH 9:00 am- 7:00pm EST & Friday 9:00am-6:00pm EST. keep in mind; you are able to submit transactions in our Evolution Gateway 24/7

Risk and Compliance Department FAQs

What are the hours of operation for the Risk and Compliance Department?

Our Risk and Compliance Department hours of operation are M-TH 9:00 am- 7:00pm EST & Friday 9:00am-6:00pm EST.

What is your toll free number?

Our toll free number is 1- 855- 403-3855.

What is your email address?

Our email addresses for the Risk and Compliance Department are risk@theecheck.com

Can we communicate with you on Skype?

Yes, all Merchants will be provided with the Skype addresses of all available employees at TheECheck.com that can help with processing needs and inquires. You will find this information with your approval for boarding email labeled “Welcome Letter”.

How do I change my account login password?

If you want to change your logins, you must send your request in writing via email to the Risk and Compliance Dept. requesting the login change along with the reason for the change.

When trying to log in, I keep getting the message “account blocked”?

This is most likely due to too many logs in attempts with the wrong password. Contact the Risk and Compliance Department and they will unblock your account.

Are the rates that the banks have quoted negotiable?

Once you have established a good standing processing relationship for a minimum of 6 months with TheECheck.com, your account will be reviewed by our banks and us to consider any changes in rates. The return ratio must be under 2% for our banks and us to consider a review of your account.

Does TheECheck.com offer auto approve as an alternative for live verification calls for eChecks?

Eligibility for auto approve is determined on a case by case basis. Once you have established an excellent processing history with TheECheck.com and our banks for a minimum of 6 months, we will then visit the option of auto approve for your trusted customers only.

A trusted customer is a repeat customer with you that has no chargebacks, NSFs or returns and a minimum of 3-4 approved transactions with you for 1 year or more. Trusted customers will be determined between both the Merchant and Risk and Compliance Dept.

I just received an email requesting I complete an application for a TruCa$h e-wallet. What is this wallet for?

TruCa$h e-wallet is an electronic wallet that is set up for you to receive your settlement payouts. You will complete the application and send the requested documents and then you will be setup with your wallet. There will also be a TruCa$h Visa/Mc debit card attached to this wallet. Once your wallet and debit card are activated you are ready to receive your scheduled settlement payouts. As you receive your weekly payouts in the wallet, you will then have the ability to withdraw the funds from with your debit card at any ATM or use the card to make purchases worldwide anywhere Visa/ MC is accepted.

What is the payout frequency?

In regards to eCheck (Check21) processing accounts, we will hold the first week’s processing in the arrears. Thereafter, you will receive your payouts weekly. With Credit Card processing accounts, the arrears time will depend on the bank that approves your account (on average 4-5 weeks). Thereafter you will receive your payouts weekly.

What options do I have to submit transactions to TheECheck.com?

TheECheck.com offers two simple ways to post eCheck transactions:

  • Virtual Terminal: Merchant has a payment page via TheECheck backend, where they submit a transaction manually by entering the customer’s payment information.
  • Application Programming Interface (API): The API is designed for ecommerce businesses. So you can integrate your existing payment system directly with our gateway allowing your customer to submit transactions electronically. Our easy Integration allows merchants of all sizes to easily connect to TheECheck.com Payment Gateway.

Where is the API Merchant Integration Manual found?

The API Merchant Integration Manual is found in the backend of the gateway. Once you log in to the backend, look to the top left of the screen and click the tab labeled “Dashboard”. Under the Dashboard drop down, you will then click “API Information”. It will then instruct you to download the manual.

Does TheECheck.com assist with the integration process?

No, by law, the Merchant and the Merchant’s IT team are responsible for the integration process with TheECheck.com Gateway. TheECheck.com Risk and Compliance Dept. will do our best in assisting to answer any questions in regards to integrating, but we cannot do the integration for you.

Why am I getting an error code D1 when I am trying to integrate with API?

The error code D1 means either the caller didn’t provide the correct API key or that the API key assigned with the merchant is not properly activated.

Can I use Virtual Terminal (VT) to start submitting transactions while I am waiting on the API Integration to be complete?

Yes, you are more than welcome to use VT while waiting for your integration to be completed.

How do I submit my test transaction after integration?

Please refer to the email you received labeled “Welcome Letter” and use the data provided in the blue to submit your test transaction. If the test transaction was successful, you will receive a confirmation email stating that the test transaction was submitted successfully and that you may proceed with live transactions.

How will I know the status of my customer’s transactions after I submit them to the Gateway for processing?

TheECheck.com’s proprietary reporting interface provides you with real time information for all of your processing activity. You will have the ability to log in to your own backend interface to monitor your transactions statistics 24/7. You will also receive automated “status change” emails for all transactions.

I offered a 2-year service agreement to my customer for technical support services; can I submit this transaction to TheECheck.com to process?

No, it is a requirement that ALL merchants offering service subscriptions agree to a maximum service term of 6 months.

Merchants with a significant processing history that present well, we are able to consider the extended (1 yr. max) service terms once we have approved you and have processed your sales directly for an indefinite probationary period (min 3 months).

Merchant website that still features the annual support plan will be fine if they have another way to accept these payments, but we won’t process these orders via Credit Card or eCheck.

Can I process Canadian customers through my Echeck (Check21) account?

eCheck (Check21) is only available for processing for your US based customers.

What is required to become a Referral Agent with TheECheck.com?

The steps to becoming a Referral Agent are quite simple. You must fill out our online application. The documents required to submit are the completed referral agent registration form and a copy of your Photo ID or Passport. All approved Referral Agents receive logins to TheECheck.com to board their Merchants.

What does a Referral Agent do?

A Referral Agent brings aboard Merchants to process transactions with TheECheck.com and in turn receives a commission for every approved transaction from their merchant they have brought aboard.

What options do I have for boarding clients under my Referral Agent account?

TheECheck.com will provide all Referral Agents with their own unique application URL to provide to your clients to use when applying for a processing account with TheECheck.com. This unique URL is found in your backend. When your client uses this link to complete their application, it will automatically link them under your account. The unique URL is preferred by most agents.

Another option to board your clients is by doing it yourself manually. To do this you will go to your backend and click “Add Client”.  An application will come up and you will then manually fill out the application for your client.

How do I get paid as a Referral Agent?

As Referral Agent with TheECheck.com, you will earn a percentage (% rate is determined upon the approval of your account) of your client’s weekly approved processing volume. You will also earn a dollar amount (determined upon the approval of your account) for each approved transaction submitted by your clients. All Referral Agents will receive their settlement payouts weekly.

What are the supporting documents that I must submit to TheECheck.com on the behalf of my clients during their application process?

The list of supporting documents and website requirements for application process at TheECheck.com are as follows:

Supporting Documents:

  • Certificate of Incorporation/Commercial Register Excerpt
  • Legible Color Copy of Principal’s Passport/Identity Card
  • Proof of Principal’s Residence (utility bill or council rates)
  • General Terms and Conditions (must be in hard copy form)
  • Refund and Cancellation Policy (must be in hard copy form)
  • Voided check from Depository Account OR Letter of Good Standing on Bank’s Letterhead
  • Min 3 Months most recent processing statements
  • IF MERCHANT SELLS TANGIBLES: copy of fulfillment and supplier agreement required

Website Requirements:

  • Toll Free 800 Number DISPLAYED ON WEBSITE
  • SSL Certificate for company website & payment page
    **BY LAW**

These documents must be sent to TheECheck.com Risk Department: risk@theecheck.com

Verification Department FAQs

What are the hours of operation for processing orders?

Our Verification Department hours of operation are M-TH 9:00 am- 7:00pm EST & Friday 9:00am-6:00pm EST. keep in mind; you are able to submit transactions in our Evolution Gateway 24/7

What is your toll free number?

Our toll free number is 1 (855) 403-3855.

What is your fax number?

Our fax number is 1 (216) 352-4267.

What is your email address?

Our email address for TheECheck.com Verification Department is verifications@theecheck.com.

What is the descriptor that will show up on my bank statement after an eCheck is processed?

After an eCheck payment is processed with TheECheck.com, it will show up on the bank statement under JBI/Paymonex.

How long will it take for an eCheck to post to my bank account?

Once you have confirmed your order with our Verification team, please allow 2-3 days for the check to clear out of your account, make sure those funds do stay available.

What is a DocuSign?

A DocuSign is a payment agreement that you will receive via email as part of our verification process, here at TheECheck.com. It confirms that you agree to pay the dollar amount and services that you have received on your computer and/or device.

When am I required to send a copy of my ID to TheECheck.com in order to get my order verified?

Here at TheECheck.com, if an order has a dollar amount totaling $500.00 or more, it is our company policy to require the customer to send proof of their identification. This is for security purposes and is to help prevent fraudulent charges on our customer’s accounts. Once a customer sends this ID proof we will keep it on file for any future orders and they will not be required to send it again.

What type of documents do you accept to prove my identification?

The documents we accept to prove identity are any of the following: picture ID card, driver’s license, or passport.

How do I submit my proof of identification to the Verification Department to complete my order?

You can send your proof of identification by faxing us at 1 (216) 352-4267; email us at verifications@theecheck.com.

When am I required to send both a copy of my ID and Proof of Funds to TheECheck.com in order to get my order verified?

Here at TheECheck.com, if an order has a dollar amount totaling $1000.00 or more, it is our company policy to require the customer to send both proof of their ID and POF (proof of funds). This is for security purposes and is to help prevent fraudulent charges, overdrafts and returned checks on our customer’s accounts. Once a customer sends this ID proof we will keep it on file for any future orders and they will not be required to send it again, but any future orders placed that exceed $1000.00 will be required to send in a current POF (proof of funds).

What do I need to send to show my POF (proof of funds) in order for my order to be processed?

In order to show POF (proof of funds), we require you to send a current bank statement (no older than 30 days) with your name, last 4 digits of your checking account number, today’s date and the available balance in the account to cover the amount of the transaction. Please note that the account balance on the statement must show a minimum amount of at least $500.00 over the dollar amount of the order being processed.

What process does TheECheck.com use to verify my customer’s transaction?

TheECheck.com utilizes an in-house, live Verifications Department. When a transaction/order is submitted to be processed, within seconds it is scrubbed by the internal nationwide scrubbing data system that checks for negative bank account data. If the system does not detect any negative data on the bank account, it is passed into the “pending” status. From there, the Verifications Department calls the customer to confirm the validity of the order. Once all is verified, the customer’s bank is called to verify the name on the account matches, the account is open and valid, and the funds are currently available for the eCheck to successfully debit the customer’s account.

This verification process takes place in real time, approximately 1-2 minutes to complete, in the order the transaction was received. In some cases, a DocuSign is sent for the customer to complete. Once the DocuSign is returned to us completed by the customer; we then make a final call to confirm that the customer was the signer of the completed document. If your company is required to include this DocuSign step for Verification calls, the Merchant will be notified of this step upon the boarding of your Processing account. You might wonder, why such a thorough process? These steps are taken to prevent the risk of a “Returned Check.”

Instead of pushing the transactions automatically through to the customer’s bank, our Verification process reduces the chance of a NSF, Stop Payment, Not Authorized payment, etc. It also minimizes the chance of fraudulent activity on a customer’s checking account. This process not only will benefit your business by reducing the chance of a “Returned Check”, but it will also give reassurance to your customers, that they are safe and secure when making payments via eCheck.

How many times does the Verification Department attempt to contact my customer to verify the transaction?

The number of times the Verification Department attempts to contact customers to verify their transactions are as follows:

  • If your customer is a repeat customer with and the number provided is a wrong number or disconnected we will attempt to contact them 3 times, after the 3rd time we decline the order.
  • If your customer does not have a voice mail for us to leave a message we will attempt to call them 3 times, after the 3rd time we decline the order.
  • If your customer is NOT a repeat customer and DOES have a voice mail set up, we will attempt to contact your customer 6 times, after the 6th time with no response, we will decline the order.

Why does the transaction I submitted show as “declined”?

There are several reasons that a transaction declines. Here are the most common:

  • Customer refused to verify and/or not happy with the order.
  • Customer’s account number is invalid.
  • Customer’s name on the order doesn’t match the name on the bank account.
  • Customer’s phone number is disconnected and they aren’t a repeat customer with us.
  • Customer’s order is for services performed on their computer and the dollar amount charged to the customer is over max cap. (set by Risk upon account approval)
  • Customer is blacklisted from another account under the same name. (per Risk Department)

What would make a transaction I submit go to an “on hold” status?

There are several reasons that a transaction can show a status of “on hold”. Here are the most common:

  • Verification Department attempts to contact the customer and only gets voicemail to leave a message.
  • Verification Department reaches the customer but customer states “work was not completed” or not ready to approve yet.
  • Verification Department is awaiting the return of a DocuSign and/or ID proof from the customer.

I have submitted two different transactions for the same customer today but only is approved, why is this?

The guideline set by TheECheck.com only allows one approved transaction per day for a single customer.

If my technical support company works on more than one computer/device for a customer can I charge more than $350.00 for the services rendered?

There is a max cap for all technical support and web design based merchants. The max cap is $350.00 per computer/device per order. If your company serviced two computers/devices for the customer, the ticket amount on the order must be $700.00 or less (which is $350.00 per computer/device) AND the customer must also verbally state during the “live verification call” the number of computers/devices that were serviced for the order.

What questions do you ask my customers during the verification call?

During a verification phone call the customer must confirm the following when prompted:

  • Verify the name on the account
  • The website they placed the order with
  • The amount of the order
  • The Bank they used
  • Last 4 digits of their checking account number
  • Their billing address
  • This is their personal account

In addition to the above, when the customer’s order is for a service provided by a technical support merchant for their electronic devices, (computer, laptop, phone, tablet etc.)  The customer must also confirm the following:

  • Number of devices that were worked on
  • The work is completed
  • That they are 100% satisfied with the work provided
  • Their email address to receive the DocuSign

My customer would feel more comfortable if I were on the line with them when TheECheck.com calls to verify their order, is that permitted?

No, 3rd party conference calls are NOT permitted during the verification process. All verification calls are performed with TheECheck.com and the customer ONLY. Merchants are not permitted to be conferenced in with the customer during the verification call. If your company is caught doing conference calls the order will be declined.

When entering a customer’s information for a transaction I get a message that reads “Negative Data”. What does “Negative Data” mean?

The logical explanation for your customer receiving a “Negative Data” response is due to the following:

Their account number entered is invalid or incomplete – please ensure you are using a personal checking account, not savings or business account. If you are confident your checking account number is complete and correct, this could mean that your specific bank does is not capable of accepting eChecks through TheECheck.com. We have experienced this with multiple smaller banks, which are not capable of processing our eChecks for their own internal reasons.

If you have an alternative bank account, with a different bank, you are more than welcome to place an order with the alternative account. Rest assure, we process with hundreds of US banks, and there are only a select few which are not capable of accepting our eChecks.

We utilize a nationwide scrubbing system that checks account information against a nationwide database of checking information. If any data is found to be bad or negative on the account, the scrubbing system returns to us a response accordingly. If any negative data is found on the account, we automatically decline the transaction.

Negative data can be added to an account for many reasons, including but not limited to:  Returned Checks, Non-Sufficient Funds for checks written, stop payments that were placed on a check, etc.

We have no control whatsoever, over this database, and cannot remove or modify information in this scrubbing system.

In order to resolve the issue, you must work with your bank to figure out how you got placed in this database and what you must do to get removed

ACH FAQs

What is ACH Processing?

ACH Payment Processing refers to the moving of money electronically.  Essentially there is a communication network that uses the Federal Reserve Banking system to transfer money to and from checking/savings accounts. The Automated Clearing House is the name given to system that accomplishes the transfers.

NACHA at https://www.nacha.org/ is the agency that oversees and makes regulatory changes to the ACH network. The vast majorities of banks in the US participates in the ACH network and are bound by the ensuing regulations.

The ACH network is only valid in the US and Puerto Rico.

Worldwide ACH processing is a goal of many but the reality is that the technical burdens are overwhelming.

ACH processing allows the typical business to collect a recurring payment without waiting for the customer to mail a physical check. By having the customer authorize the electronic debit to their account the transfer of funds is accomplished electronically.

Who can pay on my site via ACH?

Although most merchants (regardless of their locations) can offer ACH payments, only customers residing within the United States are able to lodge ACH transactions. Due to issues such as language barriers, fluctuating currency exchange and technological impracticality, there is no universal bank-payment system in place today. As the Automated Clearing House (ACH) is part of the United States Federal Reserve Banks, only customers within the United States are able to make payments via this payment options.

How do I submit ACH transactions to TheECheck for processing?

TheECheck.com offers two simple ways to post ACH transactions:

  • Virtual Terminal: Merchant has a payment page via TheECheck backend, where they submit a transaction manually by entering the customer’s payment information.
  • Application Programming Interface (API): The API is designed for ecommerce businesses. So you can integrate your existing payment system directly with our gateway allowing your customer to submit transactions electronically. Our easy Integration allows merchants of all sizes to easily connect to TheECheck.com Payment Gateway.

What are the hours of operation for processing orders?

Our Office hours of operation are M-TH 9:00 am- 7:00pm EST & Friday 9:00am-6:00pm EST. keep in mind; you are able to submit transactions in our Evolution Gateway 24/7.

How do I know when my customer has paid or when a transaction has been approved?

TheECheck.com Accounting Department provides you with an easy to read summary of all transactions processed and their respective status. Additionally, you can view a payment history for each of your customers within TheECheck backend gateway

Referral Agent FAQs

What is a Referral Agent?

A referral agent is a person who makes money by referring customers or clients to a business or individual who can meet their needs. The duties of a referral agent may vary, but for many, the primary focus of the job is to generate leads. This means they spend time looking for individuals or businesses who are interested in a particular service or product and referring them to businesses or individuals who can fulfill their needs.

Does TheECheck offer a Referral Agent Program?

Yes. TheECheck offers a lucrative Referral Agent program with multiple commission models to Referral Agents worldwide. For more information about our Referral Agent Program, please visit the Referral Agents page on this website, email us at info@theecheck.com or call us on +1 (855) 403-3855.

What is required to become a Referral Agent with TheECheck.com?

The steps to becoming a Referral Agent are quite simple. You must fill out our online application. The documents required to submit are the completed referral agent registration form and a copy of your Photo ID or Passport. All approved Referral Agents receive logins to TheECheck.com to board their Merchants.

What does a Referral Agent do?

A Referral Agent brings aboard Merchants to process transactions with TheECheck.com and in turn receives a commission for every approved transaction from their merchant they have brought aboard.

What options do I have for boarding clients under my Referral Agent account?

TheECheck.com will provide all Referral Agents with their own unique application URL to provide to your clients to use when applying for a processing account with TheECheck.com. This unique URL is found in your backend. When your client uses this link to complete their application, it will automatically link them under your account. The unique URL is preferred by most agents.

Another option to board your clients is by doing it yourself manually. To do this you will go to your backend and click “add client”. An application will come up and you will then manually fill out the application for your client.

What are the supporting documents that I must submit to TheECheck.com on behalf of my clients during their application process?

The list of supporting documents and website requirements for application process at TheECheck.com are as follows:

 Supporting Documents:

  • Certificate of Incorporation/Commercial Register Excerpt
  • Legible Color Copy of Principal’s Passport/Identity Card
  • Proof of Principal’s Residence (utility bill or council rates)
  • General Terms and Conditions (must be in hard copy form)
  • Refund and Cancellation Policy (must be in hard copy form)
  • Voided check from Depository Account OR Letter of Good Standing on Bank’s Letterhead
  • Min 3 Months most recent processing statements
  • IF MERCHANT SELLS TANGIBLES: copy of fulfillment and supplier agreement required

Website Requirements:

  • Toll Free 800 Number DISPLAYED ON WEBSITE
  • SSL Certificate for company website & payment page
    **BY LAW**

These documents must be sent to TheECheck.com Risk Department: risk@theecheck.com

How can I manage my merchant portfolio with TheECheck?

TheECheck provides Referral Agents with a robust online Admin Account, which provides the functionality required to operate a sophisticated Referral Agent business. This account can be used to manage existing merchants, establish new clients and view upcoming payments with detailed breakdowns. This account is referred to as the Referral Agent Admin Account.

Does TheECheck manage the merchant and cardholder support process?

Yes, TheECheck offers full merchant and cardholder support services to its Referral Agents. If you would like to manage this process yourself, please inform your Referral Agent Manager when establishing your account with TheECheck.

How do I get paid as a Referral Agent?

As Referral Agent with TheECheck.com, you will earn a percentage (% rate is determined upon the approval of your account) of your client’s weekly approved processing volume. Usually, you will also earn a dollar amount (determined upon the approval of your account) for each approved transaction submitted by your clients.

What is the payout cycle for Referral Agents?

Referral Agents, like all Merchants, will have their first week commissions held in the arrears. Thereafter you will receive your payouts weekly, as long as the fund’s total a positive amount after all fees and deductions are taken.

Do I receive commission for each transaction submitted for processing by the Merchants boarded under my agent account or are there stipulations?

As a Referral Agent, you will receive commission on all approved transactions submitted by the Merchants boarded under your account. You will not receive commission on declined, refunded, or returned transactions.

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