Customer Support
Customer Support for Paycheck Secure is available Monday to Saturday from 8 AM to 9 PM EST. Contact our Customer Service team toll-free at 866-324-6729, then select Option 2. Or send us an e-mail at
Support Frequently Asked Questions
- How do I know if I need to replace my check reader?
We recommend you follow these steps:
- Reset and clean the check reader. To clean the MICRImage check reader, run a crisp dollar bill through the check reader a couple of times. You may lift the gray tab on the back of the check reader and pull it back. Once it has moved so there is a gap, continue to pull the piece upward so the pieces will separate in two. Ensure there aren't any paper pieces or dust particles in there.
- You may use rubbing alcohol and a soft cloth to wipe the clear screen of all smudges.
After following these steps, if your check reader is not working, or if it is flashing red and green lights and will not feed the check, contact Customer Service for a replacement. - How do I know if I need to replace my ID scanner?
We recommend you follow these steps:
- Reset the scanner.
- If the colors are off or the scanner is not picking up an image, proceed with calibrating your check scanner.
- If the scanner will not allow IDs to automatically feed through, verify the ID Scan Options settings by going to the "Options" menu and selecting "ID Scan Options."
- How do I calibrate my ID Scanner?
Calibrating the scanner is typically done upon first initial use. Depending on the version of Paycheck Secure you're using, calibration methods will vary.
For Paycheck Secure 7.0 and higher:
- Open Paycheck Secure.
- Click on the "Options" menu, then select "ID Scan Options" and "Calibrate."
- Place the card in the scanner with the arrows facing upward and pointing towards the scanner.
- Click the second calibrate button and the ID should slowly feed through the scanner as it completes the process.
- What is connecting to the host?
Connecting to host (which is the same as a "synch") connects you to Paycheck Secure's servers to obtain current bad client information. Your database will also be backed up to protect you in case your computer's hard drive ever gets corrupted or crashes. - How often should I connect to the host?
We recommend that customers with a DSL/Cable connection set the system to automatically "connect to host" every 20 minutes. Dial-up customers should "connect to host" at least twice daily. - How do I connect to the host?
Follow these steps the first time you wish to connect to the host:
DSL/Cable customers:
- Click on "Options" in the menu at the top of the page, then select "General Options."
- In the Automatic Server Connection box, select "Yes" from the drop-down menu. Default time will be set at 20 minutes.
- Click the "OK" button.
- Click the "Connect to Host" button on the left side of the page. The data messenger will appear and begin the connection to the server. Once the process is complete, you will see a message that reads, "Data messenger completed successful synch."
Dial-up customers:
- Connect to the Internet.
- Click the "Connect to Host" button on the main screen of the Paycheck Secure software. The data messenger will appear and begin the connection to the server. Once the process is complete, you may see a message that reads, "Data messenger completed successful synch."
- What is Account Lookup?
Account Lookup allows merchants to instantly research a check maker's account by accessing a live third party database. This feature is provided as a per-transaction charge, and is available to all customers with high-speed Internet connections. With just one click, Account Lookup allows you to:
- Confirm the account is open
- Determine if the account is overdrawn
- Get a recommendation on whether to accept or reject the customer, based on historical information gathered from the research request, the Paycheck Secure bad customer list, and the store's local Paycheck Secure system
Account Lookup does not provide you with the amount of funds in the account. The accuracy of Account Lookup information is dependent on what is directly reported from the bank. - What is the most current version of Paycheck Secure available, and what are some of its features?
The latest version of Paycheck Secure is version 8.1. Features include:
- Optional Government Compliance Reporting — Check payee and maker information against the OFAC SDN list, create Suspicious Activity Reports and Currency Transaction Reports.
- Electronic Deposits (Check 21) — Let us take your check deposits to the bank electronically.
- Government Compliance Consulting Program — What does the government require of you when you cash checks?
- How can I tell what version of Paycheck Secure I have?
From the Paycheck Secure main screen, click "Help" in the menu bar and select "About Paycheck Secure." A dialog box will appear showing the current version of the software. - How do check fees work across the chain in a multi-store set up?
When setting fees based on the type of check cashed in multi-store environments, all stores within the chain will share the same fees by default. Any change made at one store will be updated at all other stores in the chain upon the next connection to the host.
Stores that would like to have different fees, check types, and surcharges should be separated into store "groups." Store groups can be defined and modified using Web Reports under the "Manage Store" functionality. If you have questions about how to set up store groups, please call our toll-free Customer Service number at 1-866-324-6729, Option 2. - How do I upgrade to the latest version of Paycheck Secure?
Upgrading to the latest version of the Paycheck Secure client is recommended. There are different ways to upgrade, depending on your Internet connection speed. You can opt to automatically receive upgrades, manually download an upgrade file from our FTP site, or receive an upgrade CD in the mail. Please contact Customer Service directly if you need assistance with upgrading your Paycheck Secure software.
