Support

Getting Started

  • I can log in my web application but not the mobile application.

    Make sure the username and password are being keyed in correctly. Both fields are case sensitive and many phones capitalize the first letter of the entry automatically.

  • When I try to download the application I receive the message “Download Failed” repeatedly.

    Remove the application from your phone completely and then reset it by turning it off and on again or removing the battery and putting it back in place. You should then be able to download the application successfully once the phone has reset.

    For iPhones- To delete the application press and hold down on the ROAMpay app until it begins to shake. A little “X” will appear in the corner of the app. You can tap the “X” and you will be asked if you want to delete the app. Say yes and then you can go back to the app store to download the ROAMpay app again. You will not be charged twice.

    For Android Phones- Go to Settings, Application Settings and then Manage Applications. A list of all of the apps on the phone will populate. Scroll down and select ROAMpay . It will give you the option to uninstall the application. Select uninstall and then you can go to the Market and download the app again.

  • Where is my Activation Code?

    The activation code and log in credentials can be found in the Welcome Email. The activation code should be saved in the event that the Merchant changes phones so they can use the app on their new device.

  • Where can I purchase a swiper for my phone?

    All accessories can be purchased through myROAM under Shop. Log in to https:my.roamdata.com/myroam. Swipers are also available through many of our resellers. Please visit www.roamdata.com/sales.

  • There is no Activation Code in my email.

    Log into myROAM to reprovision your phone.

    1. Under My Account select Reprovision Phone.
    2. Click yes to “Is this an iPhone, Android or Brew phone?”
    3. Enter your password.
    4. Create a unique 10-digit Activation Code using a combination of Alpha-Numeric characters. They should be a random assortment of letters and numbers. Please do not use names or words.
    5. You will receive the message “Your phone has been reprovisioned with the code you have provided.
    6. Start the ROAMpay application and enter the activation code when prompted.
  • I need the link to download the application resent.

    Resend the text message from your myROAM account.

    1. Under My Account select Reprovision phone.
    2. Click no to “Is this an iPhone, Android or Brew phone?”
    3. Enter your password.
    4. Click 'Reprovision Phone'.
    5. You should receive the message “A new provisioning SMS has been sent to phone number: 0123456789”
    6. When you receive the text message click the link and download the application.

Troubleshooting

  • I received approvals on transactions but I haven’t been paid. When will the funds arrive?

    It takes approximately 48 business hours to receive funds from any transaction. If it has been longer than that please contact your ISO/Agent. Your ISO/Agent will be able to check with the processor to find out why you haven’t received the funds for recent, approved transactions. 

  • How do I resend my customers email receipts?

    From your ROAMpay app you can resend receipts from the past 30 days transactions. In the main menu select Inquiry, then Last 30 Days. Locate the transaction you would like to resend a receipt for and select it. You will then be given the option to send a receipt by clicking on Receipt. Enter the customer’s email address then select continue. A receipt will be emailed to the address provided. 

  • My transaction processed for a different amount than I intended to charge.

    You can void the transaction completely to make sure your customer isn’t charged the incorrect amount. From the main menu in your ROAMpay app select Void and locate the transaction that needs to be canceled. Once you have located the transaction select Void. It will ask you if you’re sure you would like to void the transaction and you can select Void again.

    You can also refund the customer the difference in dollar amounts by going to refund, entering the amount to refund and the customer’s card information.

  • I haven’t received an email for my recent transactions.

    You can access all recent transactions from your myROAM account. Log in and you should find ROAMplayer web edition. Click on it and log in. Select Transactions from the menu, you should then be able to select the transaction that you need an email for and send it to yourself or whoever needs it.

  • My recent transactions have all been declined.

    Please contact ROAM Support immediately with the dates, times, the dollar amounts of each charge, and the decline codes/messages if available. We can look up the charges and find out why the transactions are being declined.