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We are excited to announce the launch of updated product names, logos, and headers within our user interfaces as part of the CivicPlus® Solution Rebranding initiative. These changes mark the first step toward creating a cohesive and seamless user experience across all solutions in our portfolio. As part of this transition, users may notice minor design updates. While the functionality you rely on remains unchanged, we are in the process of updating screenshots and other resources on our Help Centers to reflect the new branding. We appreciate your patience and understanding as we work to complete these updates.

CSG Forte FAQs

  • Updated:

Frequently Asked Questions

Is there a prompt to remind customers to remove their cards from the payment terminal?

CSG Forte does not offer a prompt to remind customers to remove their cards. You will want to direct requests for enhancements to CSG Forte to your CSG Forte rep or the CSG Forte support portal. 

 

How do I cancel a transaction once I am on the payment form?

You can cancel a transaction but click the X in the upper right-hand corner. The X can be used for both card-present and card-not-present transactions. You should see the transaction logged as “Transaction Canceled” in the Payments Activity Log.

 

close payment form.

 

Which APIs does the Payments integration use to connect Forte?

We use Forte's checkout.js. for APIs (application program interface). 

 

Is it possible to over-refund a previous transaction?

Yes, it is possible to over-refund. For example, if the original transaction was $5, you can over-refund (credit) back to the original card for more than $5.

 

Why am I getting “CONV FEE INCORRECT”?

At this time, it is not possible to use payment methods on file when using CSG Forte’s convenience fee model. You will need to switch to the CSG Forte absorbed fee model to use the payment methods on file.

 

How far back am I allowed to issue a refund on a transaction?

The length of time a refund is permitted is determined by CSG Forte. Currently, they allow a transaction to be refunded for up to 12 months. For more accurate information, please contact CSG Forte.

 

How can I not require zip for my EMV transactions?

For any transaction through CSG Forte, the zip will always be required. We have worked with CSG Forte to see if the zip can be unrequired and at this time it is not possible. Additionally, for EMV transactions, the zip is not used for validation, and as a workaround, you can hand-key any 5-digit number into the zip field. 

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