Browse F.A.Q. Topics
About Indigo
Q15. What is the Indigo Referral Program?
A15. Indigo Payments' Referral Partner Program is an opportunity for merchants to be rewarded for introducing Indigo to business associates in need of payment card services.Q14. What is Indigo Plus?
A14. Indigo Plus is a program that provides processing equipment insurance (terminals/PIN pads/printers) and supplies (paper/printer ribbons/imprinter slips) to merchants for a nominal monthly fee.Q13. Why Indigo versus other processors?
A13. Indigo’s guarantee never to raise your interchange plus rate is reason enough to choose Indigo over other processors. Even though some processors may offer an initial rate that undercuts Indigo’s, you will typically see that rate raised within 6 months of service. In addition other processors charge extra fees, such as annual fees and XXX that Indigo just doesn’t charge. On top of our incredible guarantee, we also offer the best support and service in the Industry.Q12. What services does Indigo offer?
A12. Indigo offers a wide variety of services that help make processing payments simpler, faster, safer and cheaper including: Charge back assistance, statement reviews, PCI Self-Assessment Questionnaire (SAQ) support, EMV verification, open batch notification and supplies ordering.Q8. How does Indigo’s pricing affect my business?
A8. Since all processors pay the same rates to the credit card associations to move transactions (Visa and MasterCard post interchange rates on their websites), many processors use different types of pricing schemes to increase their profits at the merchant’s expense. Beware of tiered or bill back differential pricing. These types of programs are designed to hide costs and increase processor profits. Indigo only offers true cost-plus pricing. It’s simple, straightforward and economical. Cost-plus pricing displays exactly what you are paying card issuers, card associations and Indigo. It’s the same pricing method used by the largest retailers in the world. Other areas where processors seek to increase income include fees for 24/7 customer service, equipment rental, charge-backs for their sponsorship of banking organizations and other extras. Make sure your processor can explain where all of these costs originate, why they’re necessary and how your funds are paid to any third parties before signing a contract.Q7. Why doesn’t Indigo rent or lease equipment?
A7. There’s a reason many processors aggressively push leasing or rental programs for equipment onto their customers – it generates significant recurring monthly revenue for the processor. Credit card, check and ACH-Debit equipment has become very reasonably priced. As a result, the long-term savings from buying equipment can quickly offset the up-front costs, especially if those costs can be distributed over the first few months of the equipment’s deployment. In most cases, processors who rent or lease equipment are taking advantage of the merchant. So much so Indigo doesn’t even offer rent or lease programs. With Indigo you can purchase your equipment at low price or you can pay for the equipment over a four-month period. In the long run, your costs will be much, much lower than a rental or lease.Q6. How does Indigo help customers adapt to new regulations?
A6. Regulations such as PCI DSS and EMV change periodically. Most new requirements are known and understood by Indigo well in advance of implementation deadlines. Indigo communicates these changes to our customers early, and works with your business in time to adapt. Indigo is your advocate within the payments industry; working to shape future changes to your benefit.What does, “At Indigo, we earn your business one transaction at a time.” really mean?
Earning your business one transaction at a time is very important to Indigo. Since we don’t require term contracts, you are free to leave our service at any time – at no cost to you. Indigo prides itself in the longevity of our customer relationships and with no “handcuffs” we need to be on our toes and treat every transaction you make as the most important transaction.How long has Indigo been in business?
Indigo Payments has been serving customers since 2007.
General
How well does Indigo understand my business?
Some processors use a one-size-fits-all model for their services. Indigo truly understands the individualized needs of your business – your size, your industry, and your ambitions for the future. It’s not enough to find someone willing to listen. The right provider needs to ask you questions that make it clear that they really understand who you are and what you need to be successful.How does Indigo sustain long-term business relationships?
Indigo is in the processing business for the long term. We have an extensive roster of experienced customer service professionals, each with deep knowledge of your industry and other businesses similar to yours. Our sales and support professionals specialize in anticipating and resolving customer needs. In most cases you receive a dedicated representative, who works directly with you and your business.What does, “At Indigo, we earn your business one transaction at a time.” really mean?
Earning your business one transaction at a time is very important to Indigo. Since we don’t require term contracts, you are free to leave our service at any time – at no cost to you. Indigo prides itself in the longevity of our customer relationships and with no “handcuffs” we need to be on our toes and treat every transaction you make as the most important transaction.How long has Indigo been in business?
Indigo Payments has been serving customers since 2007.What is the Indigo Guarantee and how does it affect my business?
Indigo’s Guarantee states, “We will never raise your rates. There are no start-up fees. And you’ll never pay should you decide to leave.” The Indigo Guarantee is like no other in the payment processing industry. As an Indigo customer the rates you receive on day one are the rates you will have as long as you remain a customer. This is important to your business because most payment card providers offer very low introductory rates to get your business then hike those rates down the road. Other payment companies make you sign an extensive contract and charge early termination fees to prevent you from leaving as rates increase. At Indigo,we won't raise your rates, we don’t offer term contracts and you'll never pay to leave.
Pricing
Q11. Why does Indigo only offer cost plus pricing?
A11. Cost-plus pricing offers a variety of benefits to the merchants. By passing interchange fees directly to the merchant with a fixed markup, surcharges and hidden costs are eliminated.Q10. What is cost plus pricing?
A10. Cost-plus is a pricing model in which merchants are billed the exact interchange rates, dues and assessments offered by the major card associations (V/MC/D), plus a nominal processing service upcharge.Q9. What type of pricing does Indigo use?
A9. Indigo offers cost-plus pricing, also known as interchange-plus pricing. This type of pricing was previously only available to the largest restaurant chains and retailers. It is the most transparent pricing model when compared to tiered or bundled pricing.
Support & Installation
Q22. How do I update my account: address, bank, federal tax ID number, business name, DBA or ownership?
A22. Each of these items requires specific documentation filled out and signed by the business owner. Contact Indigo Support at 800.988.8386 to request update documentation. We will happily assist you through the process.Q21. How do I order supplies for my device?
A21. Contact Indigo Support at 800.988.8386 and select option 5. As an Indigo Plus member, supplies are free under the program guidelines. If you are not an Indigo Plus member a charge card is required when ordering supplies. Want to sign up for Indigo Plus? Contact your local account manager or Indigo Support.Q20. What should I do with the credit card logo sticker I received in the box?
A20. The Welcome Kit includes a two-sided sticker that can be attached to a window or other interior surface. The credit card logo sticker is an excellent tool to make customers aware of the card types you accept and should be displayed prominently.Q19. How do I connect my PIN pad to the terminal?
A19. First, ensure power is disconnected to the terminal. Depending on the terminal model, connect the PIN pad to the RS232 port or the port with the PIN pad icon. There could also be a USB connection. When the PIN pad is connected, plug the terminal power cord in. Using the PIN pad test a transaction. When the transaction is complete, review the receipt to ensure the name, address and phone number are correct. Should you have any issues with this process call the Indigo service line – 800.988.8386.Q18. I just received my new PIN pad. Now what?
A18. Check that all of the items listed in your packing slip are included in the shipping container. It is very important that you unplug your terminal from the power source before plugging in your PIN pad. Because there are a variety of supported PIN pads, we recommend you contact your local account manager or Indigo Support to walk you through setting up your device.Q17. I just received my new terminal. Now what?
A17. Check that all of the items listed in your packing slip are included in the shipping container. Because there are a variety of supported terminals, we recommend you contact your local account manager or Indigo Support to walk you through setting up your device.Q16. Do you have 24/7/365 customer support?
A16. Full-time customer support is available every minute of every day of the year – even if your business doesn’t technically operate around the clock. Processing issues can arrive at any time, and with Indigo you won’t wait to get answers. Phone based technical support is available 24/7/365 for customers whose merchant number begins with “5” at 800.228.0210. Phone based technical support is available 24/7/365 for customers whose merchant number begins with “4” at 800.354.8893. Additional customer service and supply order processing is available Monday through Friday from 9 AM to 6 PM EST at 800.988.8386.