Managing Your Account and Billing
Helcim operates on a gross-billing cycle (unless otherwise indicated). Settled transactions will appear in your bank account in full (in accordance to the Terms of Service). Processing fees for the processed funds are removed from the same bank account at the end of each month, as well as any applicable fees (such as the monthly fee). It is recommended that you keep five percent (5%) of your average monthly processing volume available in your account to cover monthly fees and the possibility of Chargebacks. It is your responsibility to keep an appropriate balance in your bank account for these fees.
In the event these fees cannot be debited, a $25 NSF (Non-Sufficient Funds) fee will be deducted separately and another withdrawal for the account fees will be attempted within the same month (usually within a few days of the first attempt). Your bank may also charge their own NSF fee. If these additional withdrawals fail, you will be notified by the billing department of the overdue account. Merchants with an overdue account risk having their account closed at the discretion of Helcim and it’s partner bank.
Changing your Bank Account, Business Information or Address
To update your bank account, use your My Account portal, or email/fax us a copy of a void check or direct-deposit form for your new bank account. We will send you a DDA (Demand Deposit Account) Change form to confirm the account number and authorize the change. Once you sign and return the form to us, it takes 1-2 business days for the account to update.
If you want to update your business or personal address, phone number or e-mail address please login to your My Account portal and make the changes. Your business name can be changed by creating a ticket in My Account. Alternatively, you can send an e-mail to firstname.lastname@example.org - please state your merchant ID number and the changes you want made and a Support team member will get back to you shortly.
Account Maintenance and Info
Everything you want to know about your account is now accessible via the Helcim My Account Portal. You can use the portal to update your information (address, contact info). You can also view your merchant account information such as settled batches, batch deposits, statements (monthly), chargeback status and your rates and fees.
From the portal you can also manage Users and the User Settings. For example, if you want your accountant to be able to independently view your statements, you can add them as a user with permission to view statements. They will receive email notification of their new user status and will be able to login and retrieve statements without inconvenience to you.
Your My Account portal also provides access to our Support resources. From here you can access Support articles and Guides that help pinpoint problems and provide solutions, or create a ticket for our Support Team and monitor its progress. To learn about all of the features and benefits of My Account, click here.
How to Read Your Statement
If you’ve never seen a processing statement before, they can be a challenge to read. To best understand how your statement lays out, and where the pertinent information is displayed, please see our support articles at: