Welcome To Innovative Gateway Support
On this page, you will find several options to seek support geared to make your Innovative Gateway experience easy. Merchants and Web Developers can seek information on financial/bank card processing terminology, frequently asked questions, and setup options for interfacing with your Web site.
Your Account
Internet Gateway Basics
How do I process a sales transaction?
How long does it take for a transaction to be approved?
How long does it take to get my money?
How do I give refunds/credits?
How do I look up a previously charged transaction?
Technical
How do I set up a shopping cart to the gateway?
Does IMS provide help with setting up my connection to the gateway?
What if my computer goes down? Or I lose my Internet connection?
Security-related
How secure is it to process over the Internet?
Your Account
How do I update my account information?
Simply click here and fill out the update form.
How do I change my password?
You can update your password by:
- Log into the Gateway
- Click on the Security tab
- Click on Change Password
Remember to conform to the password-setting rules.
How do I close my Innovative Gateway account?
IMS requires a letter in writing to close your gateway account. Please include your merchant account number, the reason for closing, and the signature from the principle account-holder. Our fax number is 1-818-936-7961.
Internet Gateway Basics
How do I process a sales transaction?
To process a sale in Innovative Gateway, simply follow these steps:
- From the Innovative Gateway homepage, click on Merchant Site. This will bring you to https://merchants.innovativegateway.com.
- Login with your Username and Password.
- Click on Transactions.
- Click on Run a Manual Transaction.
- Fill in the Credit Card Information, Charge Information, and Purchaser Information.
- Enter your password.
- Click on Complete Charge.
How long does it take for a transaction to be approved?
Transactions are approved or declined immediately at the time of sale. A response will be generated and accompanied by an Innovative Gateway transaction ID number to reference the transaction attempt.
How long does it take to get my money?
Funds are deposited into your bank account within 2-3 business days after the batch is closed.
Note: Business days are Monday through Friday, excluding holidays.
How do I void a transaction?
To void a transaction in Innovative Gateway, simply follow these steps:
- From the Innovative Gateway homepage, click on Merchant Site. This will bring you to https://merchants.innovativegateway.com.
- Login with your Username and Password.
- Click on Transactions.
- Click on Transactions Available for Void.
- Check mark the box to the left of the transactions you wish to void
- Enter your password.
- Click on Process Checked Voids.
Note: A transaction can only be voided on the same day before 12 am CST. Otherwise, you will need to process a refund. (See below)
How do I give refunds/credits?
To provide a refund in Innovative Gateway, simply follow these steps:
- From the Innovative Gateway homepage, click on Merchant Site. This will bring you to https://merchants.innovativegateway.com.
- Login with your Username and Password.
- Click on Transactions.
- Click on Transactions Available for Credit.
- Enter the date range
- Click on Get Transactions for CREDIT.
- Checkmark the box to the left of the transactions you wish to credit.
- Enter your password.
- Click on Process Checked Credits.
Note: The credit that appears is the full amount of the original transaction. You may change the amount to a partial credit.
How do I look up a previously charged transaction?
To look up a transaction, simply follow these steps:
- From the Innovative Gateway homepage, click on Merchant Site. This will bring you to https://merchants.innovativegateway.com.
- Login with your Username and Password.
- Click on Reports
- Click on Transaction Search.
- Enter the date range.
- Click on Search.
What is a virtual terminal?
A virtual terminal is a secure program that allows a merchant to process credit card transactions over the internet. A virtual terminal is used to process via the Innovative Gateway Solutions Web site, for example.
Why do I need a manual imprinter?
A manual imprinter and paper sales drafts should be used for face-to-face transactions. This will prove that the credit card was present at the time of the transaction—and protect you in the event of a chargeback.
Can I process credit card transactions in QuickBooks®?
Yes. In order to process credit and debit cards in QuickBooks, you'll need to open a separate merchant account. QuickBooks includes additional features, such as downloading transactions and viewing funding status.
To learn more about QuickBooks Merchant Services, call us 800-397-0707.
Technical
How do I set up a shopping cart to the gateway?
Download the developer manual for complete instructions.
Does IMS provide help with setting up my connection to the gateway?
The developer manual provides all the necessary information to set up a connection to the gateway. If you need further assistance, contact an IGS Support Representative at 877-484-8444. We can provide developer assistance at $100.00 per hour, with a one-hour minimum.
What if my computer goes down? Or I lose my Internet connection?
If you lose your connection, please call the voice authorization center to get manual approval for your transaction.
Visa/MasterCard 800-228-1122
American Express 800-528-2121
Discover® Network 800-347-1111
Write down the voice authorization code. Once you have Internet connection again:
- Log into Innovative Gateway Solutions.
- Click on Transactions
- Click on Run a Manual Transaction.
- Under Charge Type, choose Voice Auth.
- Enter the cardholder's full billing information, authorization number, and the authorization amount.
- Enter your password.
- Click on Complete Charge.
Security-related
How secure is it to process over the Internet?
Innovative Gateway Solutions uses the highest security standards available in the credit card processing industry, including:
- 128 bit SSL protection
- Card Security Codes (CSC)
- Address Verification Service (AVS)
This can be verified by looking on the lower right hand side of the browser. If you see a gold lock, you are on a secure page.
What is a Card Security Code (CSC or CVV/2)?
This is typically a 3 or 4 digit number on the back of a credit or debit card, separate from the credit card number. CSC CVV/2 is referred to by different names depending on the card association.
What is Address Verification Service (AVS)?
At the time of the transaction, AVS verifies the cardholder's numeric portion of the address and zip code with what is on file at the bank.
The response codes for AVS are:
X = Both the 9-digit zip code (the AVS 9-digit) and the street address match.
Y = both the 5-digit zip code (the AVS 5-digit) and the street address match.
A = The street address matches, but the zip code does not match.
W = The 9-digit zip code matches, but the street address does not match.
Z = The 5-digit zip code matches, but the street address does not match.
N = Neither the street address nor the zip code matches.
R = Retry, system unavailable (may be due to timeout).
S = Service not supported.
U = Address information unavailable.
E = Data not available/error invalid.
G = Non-US card issuer that does not participate in AVS
