Frequently Asked Questions
Customer Service & Technical Support
What is the contact information and hours for customer service?
You can contact customer service by calling 1-800-239-1220 or by e-mailing merchant@bbvacompass.com. Representatives are available Monday – Friday, 7am – 7pm CT.
What is the contact information and hours for technical support?
| Help Desk Description | Contact Number | Hours of Operation |
|---|---|---|
| Terminal Help Desk | 1-800-552-8227 | 24/7 |
| PAYware Mobile | 1-800-839-0947 | 24/7 |
| Authorize.Net | 1-877-447-3938 | 7a.m. – 7p.m. CT (M-F) |
| ExaDigm Wireless Help Desk | 1-866-392-8326 | 24/7 |
| WAY Systems Wireless | 1-866-929-6883 | 24/7 |
| PASS Products | 1-800-390-7924 | 24/7 |
How do I change my account information such as my address, phone number, or business checking account number for deposits?
| Change Type | Process | ||
|---|---|---|---|
| Phone Number | Call 1-800-239-1220, fax 205-297-6159 or send an e-mail to merchant@bbvacompass.com. Please include your Merchant ID (starts with 220) with all correspondence. | ||
| Address (Mailing / Physical) | |||
| Banking Information | Based on your bank change request, supporting documentation may be required. If supporting documentation is required please include it with your written request to change your banking information which can be faxed to 205-297-6159 or by e-mail to merchant@bbvacompass.com. Please include your Merchant ID (starts with 220) with all correspondence. It is important to note that information contained on your merchant account must match the information on your bank account. For example, if your Tax ID is 12-3456789 on your merchant account and 98-7654321 on your bank account, further documentation may be required before this request can be completed. | ||
| Current Bank | New Bank | Supporting Documentation | |
| BBVA Compass | BBVA Compass | Not Required | |
| BBVA Compass | All Other Banks |
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| All Other Banks | BBVA Compass | Not Required | |
| Name Change | Business name changes require legal documentation from any local, state, or federal government indicating the change in name. This request type can be processed as long as the ownership, Tax ID, and the goods/services and the way you sell them are the same. Submit your written request to change and supporting documentation to fax 205-297-6159 or e-mail merchant@bbvacompass.com. Please include your Merchant ID (starts with 220) with all correspondence. Name change requests outside of this will require the establishment of a new merchant account. | ||
Customer Service
M-F 7 a.m. - 7 p.m. CT
By Phone 1-800-239-1220
By Fax 205-297-6132
By Email Contact Us Online
