Migrate to a supported merchant account

Keap is working with a portfolio of preferred processors that meet the security and functionality needs of our customers in the future and removing processors that don't meet these requirements.

Before switching to a new merchant account

As you transition to a new merchant account, be aware of the following:

  • Review the company's guidelines to make sure you meet their terms of service.
  • Verify payment is going through on the new merchant before cancelling your old merchant.
  • If you cancel your old merchant, you will no longer be able to issue refunds via that merchant and must use an alternative method.
  • Not all card types are accepted by all merchants. Make sure that your merchant accepts all the same cards that you have been accepting, AND in the same manner (e.g. Master vs. MasterCard).
  • Keap cannot move historical orders to a merchant that requires a CVV/CVC number other than WePay or Stripe at this time.
  • Changing your merchant account does not reset the number of "Max Retries" attempts for an order. If an order reached the "Max Retries" limit when the  merchant is changed, you will need to reset the retry attempts.
  • Orders placed through Infusionsoft's legacy PayPal Express integration, available prior to January 2020, are unable to change to another merchant. This is because reference transactions are tied to billing agreements on the PayPal account. When a new PayPal account is created, those billing agreements will not transfer and will cause subscriptions and payment plans to fail.

Setup a new merchant account

You will need to migrate to a supported merchant account to continue using Keap's payment features. A list of our core merchant accounts is here: Merchant Accounts.

Note: While Infusionsoft currently supports additional merchant accounts not listed in this article, we cannot guarantee that those additional options will continue to be supported in the future.

  1. Choose a merchant account.
  2. Setup the merchant account and set it as your default credit card processor.
  3. Update the default merchant account for orders.
  4. Confirm your order forms use the correct merchant account.
  5. Transfer your subscriptions and payment plans to your new merchant by completing these actions:
    • Update subscription records.
    • Update previously created subscription orders.
    • Update any outstanding orders with a payment plan or with a balance due.


Update the default merchant account for orders field in E-Commerce

This setting is separate from the default credit card processor on your Payment Types page. Ensure that you have updated both fields.

  1. Navigate to E-Commerce > Settings


  2. Select Orders

  3. Update the Default Merchant Account for Manual Orders drop-down.


Confirm your order forms use the correct merchant account

To ensure you receive all your payments, you must update all of your existing order forms.

  1. Navigate to E-Commerce Setup


  2. Click on Order Forms

  3. Click on an order form


  4. Click on Settings


  5. Confirm your merchant account updates


Update subscription records

  1. Navigate to the contact record

  2. Click on the Orders tab


  3. Scroll down to the Subscriptions section

  4. Click on the subscription


  5. In the Recharge Information section, click the Merchant Account drop-down to update the field


  6. Click Save

Update previously created subscription orders

Note: This is for past due and/or failed payments. The past due balance will attempt to auto charge if the order has not reached its maximum attempts and is not outside of the outstanding auto charge window (E-Commerce > Settings > Order).

  1. Navigate to the contact record

  2. Click on the Orders tab


  3. Scroll to the Subscriptions section

  4. Click on the subscription


  5. Click on the unpaid Invoice for the past due and/or failed orders


  6. In the Payment Plan section, click the Edit Payment Plan button


  7. Click on the drop-down for Merchant Account and select your new merchant account from the list


  8. Click Save

Update any outstanding orders with a payment plan or with a balance due

  1. Navigate to the contact record that has an unpaid order

  2. Click on the Orders tab


  3. Scroll to the Recent Orders section

  4. Click on the order


  5. In the Payment Plan section, click the Edit Payment Plan button


  6. Click on the drop-down for Merchant Account and select your new merchant account from the list


  7. Click Save

Merchant Transfer Request form

If you would rather have our Data Team transfer your subscriptions and payment plans to a different merchant for you, please fill out this form. We'll reach out to you via email within 1 to 3 days.


 
What merchant account do you want to transfer to?
 
 
Before we can transfer orders to your new merchant, you must have it configured in Infusionsoft and able to accept payments before you submit this request. 
 
 
 In order for your new merchant to be enabled as the default, you'll need to update it under both:
 
1) E-Commerce Setup > Payment Types
 
2) E-Commerce Settings > Orders > Default Merchant Acct for Manual Orders
 
 
Please specify below whether we are transferring ALL open orders AND active subscriptions, or whether we are updating only orders and subscriptions tied to a specific merchant.
 
Feel free and let us know any other concerns or notes that we need to be aware of below.
 
(ex. only move Product A to new merchant account)
 
 
Do you have orders connected to PayPal Express (legacy) or PayPal Smart Payment Options? (Note this is distinct from PayPal Commerce.)
 
 
Would you like us to update the merchant on Order Forms that are not pointing to the default shopping cart merchant?
 
 
 We can be limited moving to a new merchant that requires a CVC code. Does your new merchant require a CVC?
 
 
 
 We will reach out by email to confirm the request and verify the account within 1-3 business days. The request cannot be processed until the account is verified.
 
Once the request is submitted to the data team, the request will be processed in 3-5 business days.