Jettis to Paycom to Dumpster

Hey All,

I wonder if anyone here can tell me what does it take to get a CC processor to actually read the email you send them to get their codes so you can use their services for processing?

Seriously, maybe my English sucks and I don't explain things properly but here is the deal.

I had been set up with Jettis as one of my processors, used it as a back up so it was never a big deal for me. Well as you know end of July they sold the CC to epock/paycom and it didn't mean much to me then.

I decided to update the Jettis codes to the new paycom codes along with new price points. Simple right?

That was 22 days ago. Still no new paycom codes.

So here is the story. I decided to set up a third domain and elected to give paycom the main biz for the site while updating the codes for the other two domains.

What I do is sell ebook downloads. Simple really, each book is set up as a separate site with its own price point, its own 'protected' directory and the membership (so to speak) is set for 1 day non recurring.

For the first five days since August 10th, we went around trying to find my transfer account from Jettis to Paycom. Hey that happens, but finally i wrote Jettis on the 5th day and in 2 hours they came back with my paycom account number... from paycom.

Now kind of makes you wonder how come the paycom staff couldn't find it but heck, maybe they were busy.

So another 5 days goes by and they send me the codes... nice right? NOPE!

The codes they sent were for the wrong price points for all the 'sites' and even if they were right they wouldn't work because well, they didn't upload the htpswd script to any of the domains plus they included price points for a domain that no longer exists while no price points for the new domain sites.

So now we keep going back and forth with them.

Each email I sent them had the exact detailed information as to what I needed.

ftp info included with directions on exactly where to place the htpswd file and scripts.

Today, 22 days later STILL NOT DONE

In several of my emails I included detailed info on what I was asking for.

I listed the site url, listed the site price, site details, protected directory and member page.

Even got asked for what directories I wanted protected.. replied as they were going to add the htaccess files as well, included the ftp info again too.

So finally I get the codes at supper last night... guess what? WRONG CODES AGAIN!

Hey it gets better...

No htaccess in any of the directories listed... 3 domains, 24 directories total.. not even 1 right.
No htpswd files in any of the 3 domains
No access to the domain either by the way.
Codes where for price points I never even heard of.. including a monthly recurring membership set up for one price point that I never heard of.

In the two instances where they did send me their codes, they didn't include the new domain, but did set up price points for a domain that no longer exists. So much for testing their work huh?

Now I know that business is business and to them I am small potatoes. Bulk of my biz is mail order but when I receive an order, within 48 hours that customer has an email confirming their order... no matter what, and that included the period when i was spending more time at hospitals than in front of this box but i never missed a single deadline then or since.

So it makes me wonder, does paycom read English? Perhaps they are located in name only in the USA but in reality are in some foreign land where English is a fourth or fifth language?

Is their customer service based on how big a client is? Course it would make you wonder how new clients would be looked at given they wouldn't necessarily have a track record to look up, so how does paycom judge who to help and who to ignore?

It really is frustrating, I mean you set up pages with all the fancy info and links to their customer support and you wait. and wait... and wait...

Is this the way customer service is becoming?

You know I even wrote to Jettis and they send a request to paycom for me, faster than paycom answers emails and still nothing..

Now okay, its not rocket science and it isn't big business to them, so sure some delay, but come on, 22 days to set up a simple few sites?

Perhaps I'd be angrier if the bulk of my sales came online, but I have to ask, how do newbies ever get any processing done if this is the quality of service they can expect?

iBill wasn't great but geez they sure got a site up and running in lot less time than 22 days for codes... took at most a week to get approval but the code was usually within a day.. Jettis was less than a day, hell I got the online cheques set up for the exact same products as Paycom request in 4 days and that was only because the request went in late friday but i had the code mid monday.. so what is up with paycom?

Sorry for the rant, but damn its frustrating to try and figure out. I mean if it is my directions then I would like to know so I can correct it. If its my diction or syntax or something I'd like to know.

Is this normal or what?

Ian

Okay update time...

So I called Paycom and they got their tech on the phone and he said basically that he needed to know what directory to protect cause I never gave it to him.

Well, silly me, I naturally assumed that a techie who ftp's to a site and sees HTDOCS would know that is the directory where all the public documents & directories are but guess not. Course not protecting the directory didn't stop them from sending codes twice... go figure.

So, it now appears like we got that sorted out but still waiting for the codes. We'll see if that happens.

Did notice that the password files have been uploaded, into a new directory in the public directory tree...

So we shall see... this could be fun, hell i might even get a whole series of books out of this adventure...

Ian.

side note > I was impressed with both Amparo and Keith in their customer service area. Least they are trying to get this sorted.

Ian-

I can't really offer any help, but to say that I feel ya. Having just gone through something similar with Verisign. We went back and forth with their two gateway programs, Payflow Pro and Payflow Link. I hired a web designer to deal with it originally, but that person flaked after not delivering the finished product more than two months after the promised completion date.

Anyway, I just wanted to let you know your not alone when it comes to problems with credit card processors. You're also not alone in experiencing frustration and a sense of helplessness while attempting to get these things done.

So, although, I can't offer any tangible solution, I can offer a sympathetic ear. Good luck.

Tony

Thanks Tony, yeah it seems part of being in business these days. Still, it amazes me how these things snowball..

Oh well, least I didn't switch from my other sources yet.

Still waiting for the codes too. But we'll see what happens tomorrow... if not I already have a backup ready to plug in so not going to lose any more sleep over this.

Just to be fair.. the codes arrived at last today (thursday) so we shall see.

I have to say that Amparo and Keith were great, I have little confidence though in their techs... but the site is up and now comes the fun part, marketing it so we'll see.

Ian,

Congratulations, I hope the codes work! good luck.

if your site is approved by visa, epoch should be able to give you new prices in about 30 seconds - that's how long it usually takes me. call them again or try another email with your webmaster account in the subject - and remember you now have to confirm the email 'cause they're using spamcop. if you don't confirm it, they won't ever receive it.

Usually once approved by the processor - it might take up to 24 hours to get Visa / Mastercard records updated.

We deal with about three different processors. It is alwways interesting to see what each requires & what they won't touch.

Hi Basschick. Yes I confirmed the emails and according to each one of those emails, I only had to do it once cause then I'd be added to their 'whitelist' and not have to worry, course that took them 18 days to do.

After the fifth day when I got the account number from Jettis I used it on all emails so that wasn't the problem.

Bottom line is that they sent the codes yesterday and the situation is over. It was just frustrating to go thru 22 days of it but it is done... unless I decide to change price points again or add more titles, in which case I am heading for the hills.

about an hour, i decided to try three new prices for one of my sites. i emailed epoch what i wanted, worked out a little and took a shower. when i came back, my new codes for the new prices were in my email, sent from jason in tech support.

i can't imagine what happened with you, but i'm glad to hear you *finally* got it worked out!

Rand, the owner/manager/something of Paycom/ePassporte/etc is usaully on the boards and bends over backwards to help when you need it.

Well I had hoped it was 'finally' over but gee, guess not. Wish I knew your secret basschick cause in checking the codes out, despite listing each site with each price point in virtually every email, they are all set for one single price point.

so back to square one I guess.

ain't gonna lose any sleep on it anyhow, not worth it and just part of doing biz I suppose. what will be will be.

Ian

if you don't get support within ONE day, talk you your rep (if you don't have one, use isabel - she ROCKS!) or call and talk to langston during business hours. also you can call rand during business hours, but isabel usually gets things done for us very quickly - she puts me on hold and walks over to support and waits *lol*

mostly i hear back from them like lightning - it's a shame that you had to go through all this crazy shit. that is WAY too long.

are you this clear in your email, and do you send it to support@paycom.net ?

-------
hi. we would like new join options for site mao62.

1 month for $19.95 recurring at $19.95
3 month for $39.95 recurring at $39.95
1 month non recurring for $24.95

thank you,

patti
-------

Oh I am clear, I'll try contacting Keith or Amparo on monday. I wrote to support today but still no reply.

I write out the site totally for them, include all details.
example

Site Name: NAME HERE
Site URL:
http :// www. mydomain .com/page.html
MEMBER URL:
http :// www. mydomain .com/77a/page.html
Protected Directory:
http :// www. mydomain .com/77a/
Price: $3.75
Duration: 1 Day Non Recurring

So I think that is clear. If I can't get any answers monday I'll try isabel.

Thanks basschick.

Ian

emailing that info to support won't work. you are not including your own webmaster i.d. or your site i.d. they can't work off the info you are including.

if your site has been approved by visa already, they don't need all those pages and stuff. it will only confuse the issue. they only need the site i.d. and webmaster i.d.

if your site has not been approved, you have to talk to compliance - you can't add prices till the site is approved.