The Process

Sales Support · 888-905-8038

• Pre-boarding questions
• Post-boarding questions
• Figuring out how to resolve a Pend

White Glove · 888-905-8038

• Boarding
• Pre-InstallApp: Pending accounts, additional info requests

• Installs (that requires HSC on Installed By, set pre-submission)
• Hyfin / ecomm (separate boarding process)

Genius · 866-646-7648

• Genius Handhelds
• Genius POS questions

Underwriting

• Manages Pends (pended accounts)

• Often cannot answer HOW to fix a Pend. Ask White Glove or Sales Support instead.

POS Specialists

• Often free everything for merchants over $250k annual revenue
• No software fees
• Free equipment requires cash discount; they prefer 4% but can do 3%

RSI

• All free equipment on 4% cash discount
• 3% cash discount is NOT free with them
• Often have software fees

SRM

• Send at least 1 deal per month to them
• Use for complex Essentials/Advanced setups with lots of configuration
• Mandatory for Genius Complete
• Never for restaurants (use POS Specialists or RSI)

Multiple locations

• You cannot click Add Opportunity for a second location.
• Create a NEW opportunity with a new company name, e.g. "Joe's Pizza #2".
• Every location must have its own MID.
• Different MIDs can sit under the same account.

Installed By = HSC

• On the Boarding page under Orders, set Installed By to HSC, not RM.
• Must be done BEFORE submitting the signed deal.
• If skipped, the install team cannot help with the install at all.

Application hygiene

• No white-out. Corrections get a single strike-through plus the signer's initials next to each revision.
• Owner's FULL legal name, no nicknames ("Robert" not "Bob"), because it must match Precise ID validation.
• DBA name must match the business signage; explain any difference in the Narrative.
• Use the real business phone as the DBA phone, never the merchant's cell.
• Sole props: the IRS reporting name is the owner's name, not the DBA, or IRS verification fails.
• Voided check is no longer required; the DDA passes through Atlas automatically.

Ownership & narrative

• List every owner with 25%+ equity and account for the remaining percentage in the Narrative.
• Narrative covers Who / What / When / Where / Why: ownership breakdown, what they sell, seasonality, home-based or P.O. Box explanations.
• Always disclose 50/50 referral splits in the Narrative.

Statements & credit

• UW runs a soft credit pull on every signer (no FICO impact). Ask upfront about credit freezes or fraud alerts, since both cause a pend. Freeze: signer calls Experian at 888-397-3742 to lift it.
• Processor statements must be consecutive, include an Interchange Summary, and show under 10% returns and under 0.75% chargebacks.
• No statements / no processing history means an automatic 5-day hold of funds (drops to 2 days if they have an existing Heartland location processing 6+ months).
• Be honest about future delivery (deposits, memberships, subscriptions). Claiming 0% FD when the website says otherwise is a classic self-inflicted pend.

Fraud red flags (report to MedHighRiskUnderwriting@e-hps.com)

• Urgency to set up, zero concern about pricing
• No hardware needed (virtual/CNP only), email-only contact
• Free or obscure email domain that does not match the business website
• Cannot recall own SSN or DOB; distorted/robotic voice; VoIP area code mismatch
• Unusually high average tickets; over-supplying documents nobody asked for

Eligibility

• $50K minimum annual V/MC volume; net-new merchants only
• Flat rate 3-4%, same rate CP and CNP
• Daily Net settlement is auto-forced
• No PIN Debit, no EBT, no restricted MCCs (check the list)
• Cannot combine with Surcharge
• Greyed-out Cash Discount button in Atlas means one of the above is violated

Compliance & comp

• Shelf and menu prices must show the CARD price; never advertise cash-discounted prices. Merchant raises all prices by the CD% in the Admin Portal.
• "Pay with cash and save" signage is available and advisable.
• You can sell Cash Discount directly on Terminal+ / Register only. HRPOS Cash Discount must be referred to an SRM or Dealer (50/50 split).
• RM direct comp on CD: 100% toteboard margin, 50% upfront signing bonus, 15% residual.
• Under $50K volume? Low Volume Flat Rate instead: 2.6% + 10c CP / 2.9% + 30c CNP, one-time $250 + $550 tote credit, but no residuals or equity.

Boarding rules

• Retail + ecomm cannot be commingled: a merchant doing both needs TWO boarding packets and two separate MIDs (restaurants MCC 5812/5814 are the exception).
• Existing merchant adding ecomm needs a new packet only for the new method, but UW re-reviews the whole chain, which extends the timeline.
• Custom or 3rd-party gateways (NMI, Realex, BigCommerce) need the manual Gateway Setup form to securesubmitcert@e-hps.com; the Atlas Order tab only covers Secure Submit products.

Website requirements & go-live

• Site must show Privacy, Security, Refund/Return, Shipping, and Contact policies, a description of goods, and USD pricing before approval. Site under construction = pend unless you give a test URL and completion date.
• Missing policies after approval triggers a 30-day grace period; no fix means a funding hold until you send UW proof.
• After approval, API keys are emailed to the merchant, whose developer installs them to start accepting. The gateway contact must be the primary contact's direct email, no webmasters or generic inboxes.