TSYS Merchant Real-Time Maintenance

Overview

The TSYS Merchant Real-Time Maintenance feature allows you to update merchant account information — such as DDA details, demographics, pricing, and equipment — directly in the CRM without leaving the platform.

Your CRM is certified to use a defined set of TSYS commands that enable these real-time updates. To use them, your implementation project must request that TSYS enable the required commands.

For details on how these API commands are used throughout TurboApp and Helpdesk, see TSYS Wholesale Boarding API Usage .

Prerequisites

To perform TSYS updates, your user class must include the Edit Account Info permission.

How does TSYS real-time maintenance work?

TSYS maintenance commands are sent from the CRM by creating TSYS maintenance Helpdesk tickets. 

When you create a new ticket, you can quickly find TSYS maintenance tickets by typing TSYS in the Ticket Type field:

After selecting the appropriate ticket type, link the ticket to an existing merchant and then create the ticket.

Depending on the ticket type, additional fields will be displayed (for example, updated DDA information or merchant DBA name). Complete these fields with the updated information. 

After you submit the ticket, the corresponding TSYS command is executed in the background. When processing is complete, the ticket status changes to Resolved. 

The outcome of the command, including any response from TSYS, is logged in the ticket comments. 

Launching TSYS maintenance tickets from the Merchant Details page

You can also launch a maintenance ticket directly from the Merchant Details page. In this case, the ticket is automatically linked to the merchant, and the remaining steps are the same as described above. 

To launch a new ticket, click Create Ticket under the Merchant Actions menu.

You can also manage merchant demographic information and equipment configurations directly from the Account Status tab. 

To manage the merchant's demographic information, click the pencil icon next to the field you want to update in the General Information section.

This automatically launches a new TSYS – Manage Demographics (Auto) ticket with the merchant's information prefilled. Update the required fields and submit the ticket. 

To manage the merchant's equipment setup, expand the Equipment section on the Account Status tab. Use the Status and Actions columns to:

• Change the equipment status
• Display VAR information
• Edit the equipment setup
• Copy or duplicate an equipment setup

Supported TSYS Commands

Below is a list of supported TSYS commands.

TSYS Express Commands

• Merchant commands: ViewMerchant, AddMerchant, MaintainMerchant
• Terminal commands: ViewTerminal, AddTerminal, MaintainTerminal, MaintainTerminalDetails, ViewMerchantTerminals
• Amex commands: ViewAmexOptBlueReg, AddAmexOptBlueReg, MaintainAmexOptBlueReg, DeleteAmexOptBlueReg
• Discover commands: ViewDiscoverRegistration, AddDiscoverRegistration, MaintainDiscoverRegistration
• Notes commands: AddNote, ViewNotes

TSYS PPM Commands

• Merchant Fees commands: AddMerchantFees, ModifyMerchantFees, DeleteMerchantFees
• Pricing commands: GetMerchantPricing, SaveMerchantPricing, DeleteMerchantPricing
• DDA commands: GetMerchantDDA, SaveMerchantDDA, DeleteMerchantDDA
• Hierarchy Fees commands: AddHierarchyFees, ModifyHierarchyFees, DeleteHierarchyFees
• Hierarchy Pricing commands: GetHierarchyPricing, DeleteHierarchyPricing, SaveHierarchyPricing

TSYS Maintenance Ticket Types

Below is a list of the available maintenance ticket types, along with a description of the command-specific steps that must be completed after the ticket is created.

TSYS – Update DDA (Auto)

Use this ticket type to add, edit, or delete the merchant's bank accounts. 

This ticket displays the merchant’s current DDA accounts. Use the shortcuts in the Actions column to add, edit, or delete an account. When you're done, click Continue to apply the changes. 

TSYS – Manage Demographics (Auto)

This ticket allows you to update the merchant’s demographic profile. The merchant's information is grouped into the following sections:

• General Information
• Owner Information
• Secondary Owner
• Company Information
• Risk Profile
• Card Type Information
• Tax Information
  

Edit the fields as required. When finished, click the Update button at the bottom of the page to apply the changes. 

TSYS – Funding Delay (Auto)

To configure the merchant's funding delay, enter the debit and credit delay settings, then click Update:

TSYS – Update DBA & Address (Auto)

Use this ticket to update the merchant's DBA name and address. Once the updated information is entered, click the Update button to apply the changes.

TSYS – Update Merchant Status (Auto)

Select the new merchant status and click Update:

TSYS – Update Amex (Auto)

This ticket supports three Amex-related actions that are applied immediately:

1. Update ESA Account Number
2. Convert to OptBlue
3. Disable Amex Acceptance

TSYS – Update Pricing (Auto)

Update the pricing fields as needed and click Update:

TSYS – Add Equipment (Auto)

Select the equipment you want to add and click Add Equipment:

💡 You can also add new equipment from the Merchant Details page under the Account Status tab (Equipment section). 

TSYS – Copy Equipment (Auto)

To additional equipment by duplicating an existing setup follow these steps:

1. Create a ticket with the 'TSYS – Copy Equipment (Auto)' type and select the merchant, equipment, number of copies, and destination merchant:

2. On the next page, review and update the options as required, then click Add Equipment:

💡 You can also copy equipment from the Merchant Details page under the Account Status tab (Equipment section). 

TSYS – Update Equipment (Auto)

Update the equipment options and click Edit Equipment:

💡 You can also update the equipment setup from the Merchant Details page under the Account Status tab (Equipment section). 

TSYS – Update Equipment Status (Auto)

Select the new equipment status and click Update Status:

💡 You can also enable or disable selected equipment from the Merchant Details page under the Account Status tab (Equipment section). 

TSYS – Update Daily Fee Indicator (Auto)

Choose the indicator settings and select the fees you want to update:

Review the summary and click Continue.

TSYS – Update PIN-Debit (Auto)

This ticket allows you to enable or disable PIN-Debit for your merchant. If you're enabling PIN-Debit, you'll be able to select the associated fees and settings. When finished, click Update to apply the changes. 

TSYS – Update EBT (Auto)

This ticket allows you to enable or disable EBT for your merchant. If you're enabling EBT, you'll be able to select the EBT fees and settings. When finished, click Update to apply the changes.