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Neon Pay Frequently Asked Questions

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General Questions

Merchant Accounts

Payments and Transactions

Payouts

Fees, Figures, and Reports

General Questions

Does my organization need to be a nonprofit or 501(c)(3) to use Neon Pay?

No. Any legal entity based in the United States or Canada can use Neon Pay. (↑Return to top↑)

 

Is Neon Pay available for payment processing in external applications outside of Neon One applications?

Neon Pay must be integrated into an application in the Neon One family. Transactions must be initiated in another application, and Neon Pay cannot be added to your website as a standalone payment processor.  (↑Return to top↑)

 

One of my users forgot their password. How do I reset it?

Users can reset their passwords from the log in screen by clicking "Forgot Password?" Admins can also send a reset password email to the user: Navigate to the Settings cog, then click User Management. Find the User and click the pencil icon. Click Send Password Reset Email to User. Please note that the password reset email expires after 24 hours. (↑Return to top↑)

 

How do I cancel my Neon Pay account?

If you would like to cancel your Neon Pay account, please contact your application’s support team. Your Neon Pay merchant account will be deactivated so that new charges cannot be submitted.

Refunds and disputes can be initiated for several months afterward, so your Merchant Account will remain accessible for limited activities. In addition to acting on disputes, you will be able to run reports and reconcile data.

Finally, any balance changes resulting in payouts or debits will still create the necessary disbursements. (↑Return to top↑)
 

Is there a cancellation fee?

There is no cancellation fee to deactivate Neon Pay. (↑Return to top↑)

 

Can we use a credit card swiper for in-person payments?

Yes! With Neon CRM, CiviCore, and Arts People, you can collect in-person credit card information through the MSR90 credit card swiper. Connect the device to a laptop, open the credit card transaction page of your application, and just swipe to populate the credit card number in your Neon One application. This product is available on Amazon for ~$20.   (↑Return to top↑)

 

Merchant Accounts

How do I change the bank account payouts are sent to?

Navigate to the Merchant Accounts tab from the navigation bar. Follow the link of the Merchant you would like to update to its merchant detail page. On the page, you can add and use a new bank account or switch to an existing bank account via the pencil icon next to Linked Bank Account.

Neon Pay closely monitors bank account changes. To ensure each bank account change is legitimate, each of your Neon Pay admins will receive a notification when a bank account change occurs. Additionally, payouts to your account will be frozen until a trusted representative of your organization is able to confirm the change through our Support Center. To proactively reach out to our team about changing your linked bank account, contact Neon Pay support at 888-860-6366 x3.  (↑Return to top↑)

 

Can I change my billing descriptor?

Yes! Please reach out to the Neon Pay Support team to request a billing descriptor change. (↑Return to top↑)

 

How do I change how often my payouts occur?

In Neon Pay, navigate to the Merchant Accounts tab in the navigation bar. Select the name of the Merchant Account to reach the merchant detail page, then edit the Payout Schedule. Daily payouts cannot be configured in Neon Pay; if you are interested in daily payouts, please reach out to the Neon Pay Support team. (↑Return to top↑)


Payments and Transactions 

What types of tender can Neon Pay process?

We offer credit card processing (Visa, Mastercard, Discover, Diners Club, and American Express) as well as ACH/eCheck and ACSS. We can also process both one time and recurring transactions. These services are accessible through the backend and through frontend forms. On your forms, constituents will never see Neon Pay; we merge with your application seamlessly.   (↑Return to top↑)

 

How long does it take for a credit card charge to process?

Generally, credit card charges take anywhere from a few to 48 hours to proceed from authorization to capture to settlement. The exact amount of time depends upon the financial institution and time of day the charge is created. (↑Return to top↑)

How long does it take for an ACH charge to process?

ACH charges take longer to process and settle than credit card charges. An ACH charge will typically take 2 - 5 business days to process and another 5 - 7 business days to settle for disbursement. (↑Return to top↑)

 

Can I disable American Express?

American Express payments cannot be disabled within Neon Pay, but each application may be able to block AMEX charges upstream. Reach out to your application team to see if this is possible for your organization.  (↑Return to top↑)

 

Is there a maximum transaction amount? 

Yes. The maximum transaction amount is $107,000.  (↑Return to top↑)

 

Does Neon Pay process split payments?

Split payments are handled by the Neon One application you connect to Neon Pay, not within Neon Pay itself. Please reach out to your application team to see if this is possible for your organization. (↑Return to top↑)

 

How do I see the history of a charge (transaction) in Neon Pay?

After logging into Neon Pay, you can locate the charge on the Balance tab, Charges tab, or, if you know the Payout of the charge, on the Payouts tab.

  • On the Balance tab, you can use the Type filter to narrow down to Charges. You can further limit the results with the date, status, merchant and application filters.
  • On the Charges tab, you can use the additional filters of payment method (ACH/eCheck, credit card), refunded, disputed, card type (AMEX, Diners Club, Discover, MasterCard, Visa), and source (E-Commerce, Apple Pay, Google Pay) to locate the charge. You can also search by the cardholder's name.
  • On the Payouts tab, you can follow the hyperlinked Amount column to a particular payout's payout detail page. On the bottom of the page, you will find a table of all line items included in the payout. You can use the Type filter on this table to narrow down to charges.

Once you locate the charge, you can follow the hyperlinked Amount column to its charge detail page.

On the charge detail page, you will find full details about the charge including the payout, cardholder, charge alerts, fees, dispute and refund information, and the timeline.  (↑Return to top↑)

 

How long do refunds take to process?

Refunds can take 2 - 10 days. In general, credit card refunds will process more quickly than eCheck refunds. 

ACH refunds can be initiated at any time, but will not process until seven days after the original charge’s settlement date. This is so that the original charge does not Fail after a refund is created, which would result in a negative balance for the transaction. Altogether, it may take up to 14 days for an ACH refund to process and settle back into the constituent’s account. (↑Return to top↑)
 

Can I cancel a refund?

You can cancel a refund for a pending Charge in Neon Pay from the charge detail page.  (↑Return to top↑)

 

I received a dispute notification, what should I do?

When you log into Neon Pay, check the Disputes widget for a list of all disputes. Navigate to the Disputes tab in the navigation bar to manage the process from start to finish. You can also reach the dispute from the charge after locating the charge. See "How do I see the history of a charge (transaction) in Neon Pay?" for guidance locating a charge.

To contest the dispute, you will need to Add & Submit Evidence. Submit all evidence at once, as only one round of Evidence can be submitted. To concede and accept the dispute, do not submit evidence. Instead, select Accept Dispute.

See our Dispute Support Page for more information on disputes. Administrator-level users are notified of new disputes and dispute updates via email.  (↑Return to top↑)

 

Can I accept international credit cards?

Yes, but all payment amounts will be processed and paid out in USD.  The default currency and language cannot be changed or converted.  (↑Return to top↑)

 

Payouts

How long does a payout take to process?

Typically, a payout takes two days to move from the Requested status to the linked bank account. Holidays and weekends may delay funds moving to a bank account  (↑Return to top↑)

 

Why doesn't a recent successful charge appear in my Payout?

Charges have three steps:

  • Authorization: a merchant obtains approval for a charge from the cardholder's bank. During the authorization process, the charge will be in Pending status.
  • Capture: the cardholder's bank places a hold on the funds. Once approved by the bank, the charge will process to Succeeded status.
  • Settlement: the money is transferred from the constituent's bank account into Neon Pay. For credit card transactions, this process typically takes 1-3 business days. ACH charges typically take 7 - 10 business days to be transferred from the constituent’s bank to Neon Pay.

Once the charge arrives in your Neon Pay balance, it is batched with the next payout. If the charge is not in a particular payout, then the charge did not complete settlement before the batch cutoff for the payout and will be included in the next one. (↑Return to top↑)

 

When I view a payout, why don’t the transactions appear below?

Individual charges batched as part of payouts will display once the payout is processed. If a payout is marked Requested, no list of transactions will appear.  (↑Return to top↑)

 

Can I disable payouts?

No. Payouts will continue as long as funds are added.  (↑Return to top↑)

 

Can I view the total fees included in a payout?

Yes. Navigate to the payout you’d like to view. Once the payout is in Processed status, the Summary at the top will include the fees assessed on the payout.  (↑Return to top↑)

 

I’m looking at a charge that was refunded. I see the payout in which the charge was paid out to me - how can I see which payout the refund was in?

On the charge detail page, scroll down to the Refunds section. Note the Payout ID column. If no Payout ID is present, the refund has not yet been removed from a payout. If a Payout ID is present, click the link to view the payout in which the refund was included.  (↑Return to top↑)

 

Fees

Why are the number of fees in a Payout greater than the number of charges?

A single charge may incur multiple fees: authorization, capture, card network, card type surcharges, etc. There may also be authorization fees included for charges created within the payout batch that hadn’t settled before the batch closed. We lump the fees together in the Payout’s Transactions list to give you an expected total of fees per charge.  (↑Return to top↑)
 

How do I report and export information in Neon Pay?

Every table in Neon Pay can be exported to CSV format and viewed in Excel. Reports under our line item threshold can also be exported in Excel format. To download a table view, find the export icon on the upper right:

 

Here are a few tips for better reporting.

  • Date Range:
    • Today, This Month, and This Year refer to calendar time. This Month, for example, includes June, not the last thirty days. These values are inclusive of the first and last value.
    • Select Custom Range to enter your own dates.
    • Most tables default to This Year, so be sure to consider the date range you would like to report on.
  • Application: the Neon One application product (CRM, Arts People, etc.)
  • Status: Neon Pay Glossary of Terms
  • See Reporting in Neon Pay for more information

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