Frequently Asked Questions

Welcome to the Rubix Services Merchant FAQ page. The topics and questions below represent some of the most common issues and questions our merchants have, and is continually updated. Can’t find the question or answer you’re looking for? Please contact the Rubix Services Helpdesk at helpdesk@rubixservices.com or 866-535-7963.

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Administration

NPC
While logged into your NPC account, visit the User Maintenance tab and select Manage Users. From here you can select Create New User to add additional users, or click on the login name of any current user to change from active to inactive status.

CardConnect
While logged into your CardPointe account, select the Administration tab. From here you should select Users from the page menu. You may add a new user by clicking + New User, or you may edit a user’s contact information, notifications, password, or delete the user by clicking on their name.
NPC
While logged into your NPC account, visit the User Maintenance tab and select Manage Profile. From here you can change your login name, first name, last name, email, validation questions, or password.

CardConnect
While logged into your CardPointe account, select the Administration tab. From here you should select Users from the page menu. Select your name to enter your User Detail. You may now update your name, email, time zone, password, & notifications.
NPC
While logged into your NPC account, visit the User Maintenance tab and select Manage Profile.

CardConnect
While logged into your CardPointe account, select the Administration tab. From here you should select Users from the page menu. Click on your name to enter your User Detail, and click Reset Password.

Portal

NPC
While logged into your NPC account, select the Statement tab. From the pull-down menu, select the date of the statement you would like to access and select View Statement. You may then view, print, or export the statement.

CardConnect
While logged into your CardPointe account, select the Reporting tab. From here you should select Statements from the page menu. Click on any of the dates listed to view a PDF of the statement.
NPC
Yes! While logged into your NPC account, select the Reporting tab. From here you should select Statements from the page menu. Click on the any of the dates listed to view a PDF of the statement.

CardConnect
Yes! While logged into your CardPointe account, select the Statement tab. From here you should select Statements from the page menu. Click on any of the dates listed to download a PDF of the statement.
You should use the CardPointe Virtual Terminal to enter your transactions and charge your customers. The NPC Portal is for all your data reporting, chargebacks, and statement review.

Retrievals & Chargebacks

NPC
While logged into your NPC account, select the Retrievals/Chargebacks tab.

CardConnect
While logged into your CardPointe account, select the Reporting tab. From here select Chargebacks from the page menu.
NPC
Please refer to any communication received directly from NPC.

CardConnect
For more information or to respond to a dispute, reference your case number and call the CardPointe chargeback team at 800-672-5007. For pin based debit transaction support, call the customer service team at 877-828-0720.

PCI Compliance

NPC
While logged into your NPC account, select the PCI Security tab. From here, follow the NPC PCI Guide for complete instructions.

CardConnect
While logged into your CardPointe account, select the My Account tab. From here, click on “Learn how to get compliant” in the top yellow banner. From here, follow the CardPointe PCI Guide for complete instructions.

Note: Those merchants who process with NPC but use the CardPointe Virtual Terminal only have to complete the NPC PCI compliance process.
Merchants who have not become PCI compliant within the first month of processing may be assessed a $19.95 fee for every month they remain non-compliant.
All Auction Mobility merchants should fill out SAQ A.

All other merchants can use the guidance/wizard tools located within the NPC and CardPointe PCI compliance tools, or may contact the Rubix Services Helpdesk (helpdesk@rubixservices.com or 866-535-7963) for further guidance.

Other

NPC
Contact NPC Merchant Assistance at 888-208-7231 or MerchantSupport@vantiv.com

CardConnect
Contact CardPointe Support at 877-828-0720 or cardpointesupport@cardconnect.com
Please contact the Rubix Services Helpdesk at 866-535-7963 or helpdesk@rubixservices.com.