How-To Use Copilot

Owned by ashlynn.hawkins
Last updated: Oct 31, 2023
4 min read

Copilot is a tool used to house and manage Client accounts that are using Cardpointe as their Merchant processor.

To access Copilot search copilot.cardconnect.com in your address bar.

It will bring you to the Dashboard.

 

The Dashboard is a list of graphs that show the overview of all of our clients, and below the graph, you will see a list of all of the Clients currently using Cardpointe.

 

Searching for a specific Client is done in the “Customers” tab to the left of the screen.

 

When you are on the Customers tab, just select the search bar and type in the name or MID (Merchant ID) of the Client to find their account.

The table will show their current status, Customer ID, Legal Business name, DBA name, MID, and Sales Code.

Current Status will show you:

  • If the account is Live this means they are actively making sales.

  • If the account is Boarded this means it is ready to go live and is waiting for the first transaction.

  • If the account is Underwriting, this means it is not yet ready and may need a ticket request to determine what is needed to become boarded.

  • If the account is Pending Signature this means the Client has not yet signed their contract yet.

  • If the account is Declined this means Cardpointe has rejected the account. If this is in error you will need to create a ticket or call Merchant services alongside the client.

  • If the account is Canceled this means the Client is no longer with us.

 

Customer ID is Cardpointe's internal number for this account. You can select here to open the account.

Legal Business Name is the name written at the time of formation is its original legal name. You can select here to open the account.

DBA Name or (Doing Business As) is the name that is shown on their storefront or what is advertised to consumers. This can be different from the Legal Business name. You can select here to open the account.

Reporting MID or (Merchant ID) is a number that is assigned to the account after they have signed their contract with Cardpointe. Clients need this number but usually do not know it.

Sales Code is the “Secret code“ that Merchant services will ask for before they will speak with you or the Client. It is always PIN1 for our Clients.

 

After you have found and selected the account you’re looking for, it will look something like the following image. The “Account Summary” is a rundown of the account's basic information.

The “Account Detail” tab is the more sensitive account information

The Orders Tab allows you to submit and view orders.

To learn how to submit pinpad orders use the following link

https://pinogy.atlassian.net/wiki/spaces/PO/pages/3557130260

The Device tab will show you their current devices. This will help when you need to confirm which pinpad may be having issues.

“Attachments” are where Cardpointe stores the attachments from tickets.

The Tickets tab is where you submit a ticket. If you want to know how to create a ticket use the following link: https://pinogy.atlassian.net/wiki/spaces/PO/pages/3557490717

If you need help with a specific ticket follow this link and browse the “Submitting a Ticket” section:

https://pinogy.atlassian.net/wiki/spaces/PO/pages/3552280580

The Notes, Funding, Chargebacks, Retrievals, and Interchange are just as the name says.