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      How to Make a Bank Account Change

      Step-by-step guide for processing a bank account change request for a venue.

      Steps to Process a Bank Account Change

      1. Log into CardConnect:

      2. Search for the Venue:

        • Use the search function to locate the venue's account.

      3. Note the Digital Application User Registration Email:

        • Go to Account Detail and take note of the email under Digital Application User Registration.

      4. Record Account Details:

        • Under Account Detail, select Account Details at the top.

        • Take note of the following:

          • Merchant Number

          • Tax ID

          • Last 4 digits of the Owner's Social Security Number

          • Current Bank Information

      5. Send the Bank Account Change Form:

        • Send the following form to the venue owner:
          Bank Account Change Form

        • Prefill the following fields:

          1. Merchant Email: Use the email from Digital Application User Registration.

          2. Merchant's Requestor's Name: Use the owner's name listed on CardConnect.

          3. Merchant Number
          4. Tax ID
          5. Last 4 digits of the Owner's Social Security Number
          6. Current Bank Information: Use both current routing number and bank account on file


      6.  Send the PandaDoc:

        • Ensure the PandaDoc is sent to the email listed under Digital Application User Registration.

        • Request a copy for submission to Card Connect of each for submission with PandaDoc: Copy of signers Drivers License and Copy of Voided check associated to new bank account being requested
      7. In Card Connect Navigate to Account Details and Submit Changes:

        • Once the venue owner signs the PandaDoc, go to the venue's Card Connect account and navigate to Account Detail (under Application on left hand side) and then to Account Details (center of screen) :

          • Scroll to bottom and locate Bank Account and Funding Information

          • Locate Edit button next to Bank Accounts and click to open

          • In section for Routing Number: First erase current number present and then enter new routing number from signed Pandadoc
          • In section for Account Number: First click Show button to reveal current account number. Then erase current number present and enter new bank account number from signed PandaDoc 

          • Attachments: If prompted include the signed PandaDoc, voided check, and owner's ID.

          • Save the change.


        8. Track the update:

        • Monitor the update in Account Details until it is completed.

        • Escalate or rush by adding comment in the update if necessary.

      Common Issues and Solutions:

      Delays in Bank Account Change Processing

      Description: The bank account change process is taking longer than expected.

      Troubleshooting Steps:

      1. Verify Prefilled Information:

        • Ensure all fields in the PandaDoc form are prefilled correctly, including the Merchant Email and Merchant's Requestor's Name.

        • Next Step: If the issue persists, proceed to the next step.

      2. Check Attachments:

        • Confirm that the PandaDoc, voided check, and owner's ID are attached to the CardConnect ticket.

        • Next Step: If the issue persists, escalate to the Payment Processing Team.

      Escalation Path:

      • When to escalate: If the bank account change is not processed within the expected timeframe.

      • Required information: Venue name, Merchant Number, and ticket details.

      • Team to escalate to: Payment Processing Team.

      Best Practices

      • Pre-fill the PandaDoc Form: Avoid delays by pre-filling the Merchant Email and Merchant's Requestor's Name fields.

      • Verify Attachments: Ensure the PandaDoc, voided check, and owner's ID are included in the CardConnect ticket.

      • Track the Ticket: Monitor the ticket until it is completed and escalate if necessary.

      Escalation Expectations

      • Tier 1 Responsibility: Follow all steps and ensure the PandaDoc and attachments are correctly submitted.

      • When to Escalate: If the ticket is not resolved within the expected timeframe or if there are issues with the submitted documents.

      • Required Information for Escalation: Venue name, Merchant Number, and ticket details.

      • Escalation Format: Provide a detailed summary of the issue and steps already taken.

      Reference Materials