Technical support procedures
Elavon technical assistance is available to you 24 hours a day, 7 days a week for all authorization related problems. If you experience technical issues, contact the Elavon Client Services department at: 1-877-732-1799.
Please provide the following information to the representative to help expedite the resolution time:
1. Your name and your contact phone number
2. Name and location of the site experiencing problems
3. If this problem is widespread or localized
4. The nature of the problem
• Authorization
• Settlement
• Both authorization and settlement
• Functionality
5. How long the site has been experiencing the problem
6. The frequency of the problem (how often it is happening)
7. Any steps that have been taken to correct the problem
Please let the representative know of any issues or problems, such as internal network outages or POS problems that may affect the credit card processing.
Please e-mail any files or information you have gathered from the site to the ProtoBase Client Services mailbox:
cservices@protobase.com.
Note: When sending files to the Client Services mailbox, it is suggested that you follow up with your representative to let them know you have sent data.