Fullsteam & EPASS Pay FAQ

EPASS Support

25-Jun-2024

See below for the answers to frequently asked questions about the EPASS / Fullsteam partnership as well as the EPASS Pay feature.

EPASS & Fullsteam

1. Why did EPASS choose Fullsteam as an investment partner?
   Answer: It is an excellent opportunity to improve the product and client experience.
    
2. Did EPASS join Fullsteam because of any financial issues?
   Answer: No.
    
3. Is the current EPASS team going away?
   Answer: No, your EPASS team is intact.
    
4. Are EPASS support hours of operation going to change?
   Answer: No, EPASS support hours will not change.
    
5. Will I still receive an invoice from EPASS?
   Answer: Our accounting procedures will be updated and you will receive a communication outlining these changes.
    
6. Is my EPASS subscription rate going to change?
   Answer: No.
    
7. Is EPASS still in charge of its Product Roadmap, or is that determined by Fullsteam now?
   Answer: Yes, EPASS is responsible for the Product Roadmap.
    
8. What other features are on the EPASS Roadmap?
   Answer: We are building:
   - A web-browser based version of EPASS
   - Expanding the scope of our external API (xAPI)
   - EPASS WMS for barcode scanning

EPASS Pay

1. When will EPASS Pay be available for me to use?
   Answer: Now, contact EPASS Support to get started.
   Note: EPASS Pay is currently only available for customers based in the USA.
    
2. What makes EPASS Pay better than the existing credit card processing integrations?
   Answer: There are several reasons:
   - Meet or beat 3rd party gateway fees
   - Credit Card Reconciliation Reports built directly into EPASS
   - Supported all by EPASS (no more frustrating gateway calls)
   - PCI compliance tools and insurance included
   - Simpler transaction workflow without slow virtual terminals
   - More payment terminal hardware options, including contactless payment
    
3. Is there a setup fee with EPASS Pay?
   Answer: No.
    
4. Is EPASS Pay PCI compliant?
   Answer: Yes; click here to see. EPASS Pay also provides a PCI Compliance tool to assist merchants.
    
5. How long will EPASS Pay guarantee my rates?
   Answer: EPASS Pay contracts are annual.
    
6. What is the EPASS Pay cancellation policy?
   Answer: Provide 90-day notice and return any rented payment terminals within 15 days of service termination.
    
7. Can I use EPASS Pay with my website?
   Answer: Yes, please contact EPASS Support.
    
8. Does EPASS Pay offer offline processing?
   Answer: No.
    
9. Can I use my existing payment terminals with EPASS Pay?
   Answer: No, reprogramming terminals is not guaranteed to work and is expensive; it is cheaper to rent new ones.
    
10. What payment terminals work with EPASS Pay?
    Answer: Ingenico Lane 3000, Ingenico Lane 7000, and Ingenico Move 5000. 
     
11. Can you use one payment terminal with multiple POS devices?
    Answer: The Lane 3000, Lane 7000, and Move 5000 can be connected to multiple devices but will only process transactions one at a time.
     
12. If I do not use EPASS Pay can I still use EPASS?
    Answer: Yes, you will process credit cards manually outside of EPASS.
     
13. Is EPASS Pay the only integrated credit card processing option now?
    Answer: Yes. We are all-in to bring you EPASS Pay which means we will phase out other gateway integrations in 2023.
     
14. Can I still use my existing gateway integration with EPASS after it is unsupported?
    Answer: No, once support ends for a gateway integration it is disabled in EPASS.
     
15. Will you still let me use my existing gateway integration if EPASS Pay cannot beat my current rates?
    Answer: No. EPASS Pay will meet or beat your current credit card processing rates. If you still wish to stay with your existing gateway, it will no longer be integrated with EPASS.
     
16. What reporting will I have access to with EPASS Pay?
    Answer: You will use our proprietary MerchantTrack portal to review deposit, sales transaction, and chargeback activity in addition to monthly statements and general reports. EPASS reporting will soon include EPASS Pay deposit and transaction reconciliation reports.
     
17. Will I receive a nightly funding report from EPASS Pay?
    Answer: No, you will access MerchantTrack to review your funding reports.
     
18. How soon are funds deposited with EPASS Pay?
    Answer: Our standard is to deposit funds within one business day; credit card batches automatically close at 8:05pm CT daily. However, we do offer the ability to adjust the batch close time, but it will delay funding by one business day if it is later than 8:05pm CT.
     
19. Why is there a deadline for the switch to EPASS Pay?
    Answer: It is increasingly difficult to support multiple gateway integrations. We are moving forward with a single solution to streamline our development and support efforts to provide you with the highest level of service. It’s seamless to make the switch within this timeline.
     
20. I will not be able to complete the switch to EPASS Pay before the deadline. What happens if my facility has a problem before I can make the switch?
    Answer: We value our relationship with you and your business. If you are in the process of making the switch to EPASS Pay we will ensure to provide the support you need until the process is complete. However, if you do not plan to make the switch, support of your credit card processing integration will end on the stated date.