Merchant Onboarding: Support and Troubleshooting
Common questions and fixes for the merchant onboarding flow, for agents and affiliates.
Application and validation
The Generate Proposal tab will not let me continue.
The application has a missing or invalid required field. The list at the top of the tab names each one with a link. Complete them, most often the tax ID, SSN, or banking details, and the pricing panel opens.
I get a surcharge error.
The surcharge percentage is above the card-brand cap set in Settings (default 4.0 percent). Lower it to the allowed limit.
A field says it is required but the merchant does not have it yet.
You can send the application with fields left for the merchant to complete during signing. Only fields required to price and generate must be filled before you generate the proposal.
Secured fields and PII
I cannot see a full SSN, bank account, or other secured value.
Secured fields are masked by design. Use the reveal control. If nothing happens, you do not have the View PII permission; ask an administrator to grant it. Every reveal is logged.
Why is every field masked?
Personal and financial data is encrypted at rest and shown masked so it is never exposed casually. This keeps onboarding compliant with card-industry data rules. A permitted agent can still reveal any value when needed.
E-signature and documents
The merchant did not get the signing link.
Confirm the email address on the lead is correct, then resend from the Onboarding tab. Ask the merchant to check spam.
The merchant signed but I do not see it.
Refresh the Onboarding tab. On completion the status moves to Signed and a submission ticket is created in the assigned agent's name. If the status is still Sent, the merchant has not finished signing or uploading documents.
The merchant cannot upload a document.
The link stays valid, so they can return to it. Ask them to use a clear photo or PDF. You can also request the document again.
Submission and boarding
Where do I submit the signed application?
Download it from the merchant's Onboarding tab (or the submission ticket), then submit it in the processor's portal: CoPilot for CardConnect, iAccess for Paysafe. Use the processor selected on the proposal.
The processor rejected the application.
The most common cause is a mismatched tax ID or business name. Correct the MPA, regenerate, and, if the signature is affected, resend for signing. Record the reason on the submission ticket.
The merchant is approved. What do I record?
On the Onboarding tab, mark it Submitted with the processor reference, then enter the issued MID and mark it Boarded. This makes the merchant live and, for affiliate deals, starts commission tracking.
Notifications and ownership
I am not getting notifications for my merchant.
Notifications go to the assigned agent. Confirm you are set as the assigned agent on the lead or customer.
Can I reassign a merchant to another agent?
Yes. Change the assigned agent on the lead or customer. New notifications, and the submission ticket if not yet created, go to the new agent.
Affiliates
I am an affiliate and cannot see another agent's merchants.
That is intended. Affiliates see and manage only their own merchants through the affiliate portal.
How is my commission tracked?
When your merchant is boarded and the MID is recorded in DrivenSuite, commission tracking starts automatically for that account.
Still stuck?
Contact DrivenSuite support at +1 (470) 470-4450 or through the contact form at https://drivensoftwaresolutions.com/contact.