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Managing Partner Account Information

Updated

Table of Contents

  1. Overview
  2. Prerequisites
  3. Account Information
  4. Updating Contact Information

Overview

You can tell us exactly who to reach out to for different functions within your business, including marketing, accounting, support and more. You can also let us know who to contact first in case of an urgent matter with your NMI account. Learn more on which email notifications each contact would receive. 

We recommend adding as many contacts as possible to get the full benefit and improve your communication with NMI.

Prerequisites

Your affiliate sub-users will need to have the 'Administrative user' permission to be able to edit account information; this also applies to your Sub-Affiliate sub-users so they can edit their account information in their portfolio. Primary users have this permission set by default and it cannot be removed. 

Account Information

Log in to your Partner Portal and head over to Settings → under General Settings go to Account Information. 

Primary Contact

This should be your main contact in your company. The primary contact will be included on all types of emails (billing, marketing, emergency, Merchant Creation Notification, etc). 

  • The Merchant Creation Notification email is sent to your main contact to help prevent fraudulent merchants from being created. This email is similar to what the merchant receives in their Welcome Email. 

Additional Contacts

If no additional contact is added in this section, all email notification and communications will be sent to the Primary Contact. 

If you don’t have a support contact detail filled in, the Primary Contact details will be displayed to your merchant when they log in to their Merchant Control Panel.

  • Account Management Contact - similar to the primary contact, however, we wanted to offer an additional contact type if there is another individual managing the account. For most Partners, the primary and account management contact could be the same. 
  • Billing Contact - used when the NMI finance department needs to contact the correct contact regarding outstanding payment on the account, updates to billing information, etc. Email notifications would include Commission reports, past due notifications, "Bill My Account" Invoice notifications. 
  • Electronic Check Contact - Electronic check applications for merchants will show as coming from this address. In some cases, NMI will use this contact for communications dedicated to the Electronic Check service. This would include the Merchant ACH application.
    • Note: If you have the Electronic Check service enabled and the contact details filled in, it will be visible in the Merchant Portal for your merchants to see.
  • Emergency Contact - the best contact to get a hold of in case of emergency. Email notifications would include any pressing updates that need to be made by the partner, a security concerns, etc. 
  • Marketing Contact - the main contact to receive sales or marketing-specific emails. Email notifications would include Product announcements, promotional emails, news and PR announcements, etc. 
  • Risk Management Contact - the contact who should be notified of risk-related issues with merchant accounts. Email notifications would include when a merchant gets close to their monthly volume limit (e.g. Transaction Limit 10%, Transaction Limit 5%, Transaction Limit 1%) or when a merchant has a chargeback on their account (Payment Facilitator Enablement, formally known as FACe, clients only). This contact will also receive the Card Testing restriction email. 
  • Support Contact - dedicated support contact to streamline communications between NMI and the partner’s support department. The support contact details will appear in the Merchant Portal.
    • When a merchant logs into the Merchant Control Panel, the Support Email and Support Phone information will be displayed in two places:
      • In the footer of every page in the Merchant Control Panel 
      • Under the Contact Technical Support section which can be found under Help → Support
    • Note: If you do not have support details filled in, the Primary Contact details will appear for your Merchants. 
  • Technical Contact - the main contact to receive technical/operational communications. Email notifications would include SSL Certification renewals, etc.

Updating Contact Information

To change or update your contact information: 

    1. Log into your Partner Portal
    2. Click on Settings
    3. Click on Account Information
    4. Select Edit Additional Contacts
    5. Update the Contact Name, Contact Email, and Contact Phone, all fields must be provided.
    6. Click the Save button to save