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Statement Retrieval, Bank Changes, Tax Forms & More

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Application Processing, Billing Questions, Risk Department

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Frequently Asked Questions (FAQ)

How do I find my public IP address for a PCI scan?

To complete PCI compliance scans, you’ll need your public IP. You can find it using an online IP lookup or through your ISP, and then share it with support.

Learn more: https://portal.cocard.com/portal/en/kb/articles/

We also wrote a blog article about how OmniCore helps take care of our merchants PCI for free. Check it out here. 

How do I transfer ownership of my merchant account?

If your business changes ownership, you’ll need to submit an updated merchant application so the new owner’s information is on file.

Learn more: 

https://portal.cocard.com/portal/en/kb/articles/transferring-ownership-of-your-cocaccount

How do I update my address?

Updating your business address ensures accurate statements and communications. Typically, this is done by contacting support with your new address details.

Learn more: https://portal.cocard.com/portal/en/kb/articles/how-do-i-update-my-address

Where do I take my PCI questionnaire?

After approval, you’ll receive registration info for completing your PCI compliance questionnaire through the PCI provider.

Learn more: https://portal.cocard.com/portal/en/kb/articles/

We also wrote a blog article about how OmniCore helps take care of our merchants PCI for free. Check it out here. 

What’s the difference between a void and a refund?

A void cancels a transaction before settlement, while a refund returns funds after settlement. The available option depends on timing.

Learn more: https://portal.cocard.com/portal/en/kb/articles/

Where can I learn more about Form 1099-K?

The IRS provides additional detail and guidance for understanding and reporting Form 1099-K.

Learn more: https://portal.cocard.com/portal/en/kb/articles/where-can-i-learn-more-about-form-1099-k

What are common card transaction decline codes?

Decline codes indicate why a card transaction was not approved — such as insufficient funds or incorrect information.

Learn more: https://portal.cocard.com/portal/en/kb/articles/what-are-common-card-transaction-decline-codes

How do I get the full card number for a transaction?

For card-not-present needs (like manual entries), you usually get full card data from the customer directly. If needed, support can assist with verification to access it.

Learn more: https://portal.cocard.com/portal/en/kb/articles/

How can I avoid chargebacks?

Good communication, clear billing descriptors, and accurate charge documentation can lower chargeback risk.

Learn more: https://portal.cocard.com/portal/en/kb/articles/

What are the best ways to deal with a chargeback?

Respond quickly with complete evidence and documentation to improve the likelihood of winning the dispute.

Learn more: https://portal.cocard.com/portal/en/kb/articles/

What is a chargeback and how will I know if I received one?

A chargeback is initiated when a cardholder disputes a transaction with their issuer. You’ll be notified with details on the dispute.

Learn more: https://portal.cocard.com/portal/en/kb/articles/

How do I log in to my account?

We've created a separate page to make it easier to know how and where to log in to your account here: Login

How do I update my bank account information?

Updating your bank account on file helps ensure deposits go to the correct account. Contact support to start the secure update process.

Learn more: https://portal.cocard.com/portal/en/kb/articles/

What is PCI Compliance?

PCI Compliance means your business meets data security standards required for card processing, helping protect customer card data from breaches.

Learn more: https://portal.cocard.com/portal/en/kb/articles/

We also wrote a blog article about how OmniCore helps take care of our merchants PCI for free. Check it out here. 

I received a 1099-K form — what do I do with it?

Form 1099-K reports payment card transactions for tax purposes. Consult your tax professional for how to use it in your tax filing.

Learn more: https://portal.cocard.com/portal/en/kb/articles/-it

What does an INVALID TIN/EIN mean on my statement?

An INVALID TIN/EIN notice means the tax ID information on file doesn’t match IRS records. You may need to update your EIN or provide verification documentation.

Learn more: https://portal.cocard.com/portal/en/kb/articles/

How do I update my Tax ID and legal business information?

Updating your business address ensures accurate statements and communications. Typically, this is done by contacting support with your new address details.

Learn more: https://portal.cocard.com/portal/en/kb/articles/

When will I receive my deposit?

Deposit timing varies by batching time, weekends, holidays, and bank processing. Generally, deposits settle within 1–2 business days.

Learn more: https://portal.cocard.com/portal/en/kb/articles/

I batched out without adding tips — what can I do?

If tips weren’t added before batching, you can’t adjust those transactions afterward — future tips must be entered before settling.

Learn more: https://portal.cocard.com/portal/en/kb/articles/

What merchant processing terms should I know?

Our glossary explains common payment processing terms so you understand statements, reports, and industry language.

Learn more: https://portal.cocard.com/portal/en/kb/articles/

How do I close or cancel my merchant account?

To close your merchant account, submit a cancellation request via the designated form. There may be a processing period and possible closure fees.

Learn more: https://portal.cocard.com/portal/en/kb/articles/

Common Questions & Solutions

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