Merchant Frequently Asked Questions
I cannot log in. I keep receiving a "Login Failed" message. What should I do?
If you're having difficulties logging in to Skipjack, please try the following steps:
- Confirm all of your login credentials for accuracy. Your Login Serial Number should be 12 digits, your Username must be 8-12 characters and is case sensitive, and your Password must follow the Password Policy .
- Make certain that you are using the Login Serial Number issued with your account - not your HTML Serial Number - during the login process. Click here to learn about the differences between the two Serial Numbers.
- Check to see that no one else in your organization has changed your Skipjack password without informing you.
- If you are copying and pasting your login information, please ensure that spaces and punctuation are not being copied to any of the login fields (if they are, please delete them from the field). NOTE: we strongly recommend not storing your password electronically to avoid possible unwanted access.
- If you have forgotten your live account password, please click here . If you have forgotten your developer account password, please click here .
NOTE : Skipjack personnel can only verify the Login Serial Number and the username. They are completely unable to access, verify, or reset the password.
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I have been receiving the "Login Failed" message, and now it says "Frozen User". What should I do?
For security purposes, if you enter incorrect login credentials several times, your account will become frozen for one hour. Additional attempts to login during this frozen period will restart the hour. During this hour, please read the information listed under "I cannot log in". Wait the FULL HOUR and retry your login credentials.
It has been a long time since I last logged in to Skipjack and now I am receiving the "Login Failed" message. I know the information I entered is correct. What is wrong?
Due to PCI standards Skipjack passwords must be reset every 60 days. On that day, you will automatically be prompted to change your password. If it has been more than 90 days since your last password change, you will need to go through the Forgotten Password steps to reset your password.
Should I check the Settle Immediately box on the Verify Request page when I Credit, Delete, Settle, or Re-Authorize a transaction?
Most Skipjack merchants should NOT check the "Settle Immediately" box on the "Verify Request" page. The Settle Immediately check-box should ONLY be used by accounts that are configured to use the 'Manual/None' settlement mode. All other settlement configurations (Automatic Daily and Manual Daily) should NEVER use the Settle Immediately feature because it will prematurely close your batch for the day. You can view these settings from your "Account Summary" page by clicking "Batch Settlement Preferences". If "Type" is "Manual" and "Frequency" is "None", you can safely check the "Settle Immediately" box (Note that this should only be selected if you wish to send all "flagged" transactions to the bank for settlement. Some banks may levy additional fees for sending multiple settlement batches in a single day). If there are any other settings displayed, DO NOT check the box as this may cause additional fees from your bank or may cause problems with your Skipjack account.
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What is the difference between deleting and crediting a transaction when I need to refund part of the original purchase price?
Deleting a transaction will prevent further action from being taken on it. Therefore, you should only delete APPROVED transactions that you don't wish to settle. DO NOT delete SETTLED transactions in an attempt to refund the transaction. This action merely removes that SETTLED transaction from Skipjack Merchant Services; it does not refund it. If you need to refund a settled transaction, you must credit that transaction.
I've accidentally deleted a transaction and now I need to credit it. How do I get it back?
Only a Skipjack representative can "un-delete" a transaction for you. Fees may be incurred as this is a manual procedure. You can contact Customer Support by dialing 1-888-368-8507 ext 1 or by sending an email to support@skipjack.com .
How do I run a report?
You can access reports through two methods. The first is to log into Skipjack Reports from the Secure Login page by clicking the "Reports" radio button. The other option is to log in to Merchant Services and click the Reports link at the top of the Account Summary page. Once you are within Reports, you can search by many different options and run a variety of reports.
If you are unable to log directly into reports, then your password may need to be changed. Please do so by logging directly into merchant services.
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How do I credit a transaction? I entered a negative amount in the VPOS and it did not work. What do I do?
Using the internal VPOS to issue credits is only done when the existing settled transaction is not available in Skipjack to credit AND you have "blind credits" enabled on your Skipjack account (a blind credit is one that is processed using a negative dollar amount in the internal VPOS when there is no pre-existing Skipjack transaction to credit directly). If you need to process blind credits, please contact Skipjack Customer Support. Otherwise, to accommodate transactions which have been processed through Skipjack's services, we allow our merchants to easily and securely issue credits by the steps listed below.
Once you have logged in to your Skipjack account, click "View Register" from the Account Summary page. Once you are on the Transaction Register, select the Credit radio button to the left of the transaction you want to credit.
If you wish to issue a complete credit, you can leave the "Adjusted Amount" column empty. If you wish to issue a partial credit, type in the dollar amount you would like to give to the customer (with decimal places) in the "Adjusted Amount" column.
Scroll to the bottom of the Transaction Register screen and click the Submit button. The request amount will be shown as 0.00 if you are issuing a full credit (crediting the original purchase amount).
Ensure the "Request Result" column says "Valid". If you see any other response, use your browser's back button and resolve the issue before you try again. To complete your request, click the Complete Requests button. Press the browser's Back button twice to return to the Transaction Register screen.
Update the register's view by selecting the Refresh button or by clicking New Register. Notice that the original transaction remains in the register as a settled transaction. A new transaction is created under the current date with a Pend Credit status. Once the credited transaction has settled, the status will change from Pend Credit to Settled. The settled amount will have a negative value equal to the requested credit.
I logged in to Skipjack and processed a payment on the VPOS but nothing happened. Did the payment go through?
To check if the transaction processed, click your browser's 'back' button and return to the Account Summary screen. Change the date fields for today and click the View Register button. This will allow you to view the transaction register to determine if the transaction was successful. If the transaction is listed, it will say either "Approved" or "Declined".
In the rare occasion where an Internet connectivity issue has occurred and the transaction is not displayed in Skipjack, please wait ten minutes and check again. If the transaction is still not listed, you should reprocess the transaction.
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