FAQs

Use [Quick Ticket] to open a Ticket and include [Request for Copy of Workflow] in the Subject.
Provide all necessary details within the [Body] of the request.

Upon receipt, we will review your request and if your Application/support plan offers Call flow options.

How do we access the usage of our Datatel service?

Datatel provides access to IVR Usage reports via the Datatel Reporting Portal

To access :

go to https://www.datatel-systems.com/
Click on "Client Login"
If prompted with “verify you are human”, click on the box to continue.
Enter user Login Name/Password to login.
You can choose to view/download different reports such as Inbound Call Detail Report [Visual Report] ,Outbound Call detail report or transaction data reports depending on which of the Datatel services you subscribe to.

For more information, please check our Reporting Guide.

Billing

I prefer not to pay my Datatel invoices with a credit card. Is there another method of payment?

For term contracts of 12 months or more, you have the option to pay by ACH (US) and EFT (Canada) (Checks are not accepted). You will need to request this change to your service agreement. The terms are Net 20 on ALL invoices. Any payment method other than credit card requires a credit check and is subject to Datatel’s finance teams' discretion. Please contact our billing team at accounting@datatel-systems.com if you wish to change your payment method.

How can I change/ update my Credit Card on file used to pay my Datatel invoices?

If you would like to change your credit card on the file which Datatel uses to process payments for your Datatel invoices, you can do this 24//7 by phone. You will need your Datatel Customer ID to perform the change.

For CANADIAN CUSTOMERS (Datatel Inc):
Call 24/7 1-888-804-8559, when prompted, “To Register a New Credit Card, Press 1” and follow the prompts

For US CUSTOMERS (Datatel Communications Inc)
Call 24/7 1-800-457-9658, when prompted, “To Register a New Credit Card, Press 1”

Due to Card Data Security/PCI compliance, we do not manually process any cards and must be done through the secure portal. For further assistance, please contact our billing team at accounting@datatel-systems.com

How do I make a payment via phone using my credit card? I don’t want the credit card to be registered in your system.

If you are a term customer, you can still pay your Datatel Invoices using your credit card of choice. You will need your Datatel Customer ID and Invoice# ready. Then you can call one of the phone #’s below 24/7. Please make sure when prompted you select “to Pay the invoice Only, Press 3”

For CANADIAN CUSTOMERS (Datatel Inc):
Please Call 24/7 1-888-804-8559, when prompted, “to Pay the invoice Only, Press 3”

For US CUSTOMERS (Datatel Communications Inc)

Please Call 24/7 1-800-457-9658, when prompted, “to Pay the invoice Only, Press 3”

For further assistance please contact our billing team at accounting@datatel-systems.com.

What is the prorated charge on 1^st Monthly bill?

In addition to your regular monthly subscriptions, your bill will include charges of your usage rate from the date you activated the applications.

For example; If your activation Date is Oct 15 (middle of the month), the prorated/partial charges will be ½ of the month from 16^th to end of the month.

How do I request a receipt for my Datatel invoice payment when paid with a credit card?

A transaction receipt is created whenever a transaction is approved and successfully processed. This receipt will be automatically emailed to the email address you provided.

If you are unsure which email address is on the file, please contact our billing & accounting team at: accounting@datatel-systems.com.

How can I set ACH/EFT? I need Datatel’s bank information.

Please contact & request from our billing & accounting team at: accounting@datatel-systems.com

How to Cancel my Service?

When canceling your service at Datatel, the Account Manager assigned to your account will verify your Service Agreement and Terms and will confirm and get back to you via email or phone, if necessary.

We received a Transaction Receipt in the amount of {fill in amount] for this month. However, we did not receive the invoice

Please note that your invoice has been delivered from us via Email as a standard channel
Please check/review your Mail Server for possible rejection or errors
Make certain you have whitelisted the email address : crm@datatel-systems.com
Please check your Junk/Spam folders as well as rules.

Reporting

I forgot my Datatel Reporting Password; how do I recover my Password?

To recover your password:

From the Account Recovery form (see image below), click: “I forgot my Password.”
Enter the login name that was provided to you when your account was set up
Click: “Submit”
Check your email Inbox. If you haven’t received it, please check our Spam/Junk folders.
Follow the instructions in the email for resetting your password.

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How do I request my Datatel Reporting account unlock?

If your Datatel Reporting account was locked because of too many unsuccessful attempts, you can request your account be unlocked. To request Datatel Account Unlocked, follow instructions below:

Open a ticket using the [Quick Ticket] or Log-in to the Help Desk Portal.
Include [Unlock Datatel Account] in the [Subject].
Include your “Login Name” for the account that has been locked out. We will unlock your account within (3) hours of your submitted request during business hours.

How do I add Add/Remove Users for my Datatel Reporting?

To request adding/removing Datatel Account Users, follow the instructions below:

use [Quick Ticket] to open a Ticket and include [Add/Remove Datatel Account User(s)] in Subject.
Include [First Name, Last Name and Email Address] for list of user(s).

We will have an account for user(s) setup and instructions sent to the user's the same day that the request is made, provided it is received before 4 PM ET.

PCI

Where can I get Datatel’s most current PCI AOC? I have one, but it’s expired.

To obtain the most current version of the Datatel PCI AOC package, log in to the Datatel Help Desk Portal go to the Knowledgebase and select PCI from the list of available categories. Information is updated regularly. You will be required to log-in to the Help Portal to access it.

Add/Changes To Your Application

How do I request Add/Changes to my application?

To request any changes to your current application, follow instructions below:

Open a ticket using the [Quick Ticket] or Log-in to the Help Desk Portal. (Choose the “New Work/Change Request”)
Include [one liner of requested change] in [Subject].
Provide all necessary details within the [Body] of the request.
If you would like to have an Application Consult Call with one of our Experts, please click on this following link to book a 30 min Consult Call [Note: Consult calls are Billable subject to the terms of your support plan]

How do I request a change to our SFTP End-Points/Credentials?

To request changes to your current SFTP, please follow the instructions below:

Log-in to the Help Desk Portal
From the Knowledgebase, locate the forms category
Download the SFTP Form (PDF Form).
Fill in all the fields related to the new End point(s)
Upload the Form to the Secure Datatel Vault using the steps included in the Form.
Alternatively, Use [Quick Ticket] (Choose the “New Work/Change Request”) to open a Ticket and include [one liner of requested change] in Subject. For e.g. Change in PROD SFTP Endpoints/Creds. Indicate that you have transmitted the form using the secure vault.

Upon receipt of the details and the request submission via ticket, we will send out a Work Order via DocuSign for approval to execute on requested changes. [Note: Please allow 2-3 business days for receipt of the signed Work Order for completion]

How do I Request a change to our Merchant Account / Gateway Aaccount used by our Datatel application?

To request changes to your current MID(s), please follow the instructions below:

Note that you should follow this process only if you are changing your MID but keeping the same payment gateway. If you plan to change your payment gateway as well, please open a ticket following the process below. Provide our support team with all the necessary details of your required changes.]

Locate and download applicable PDF Form for supported Payment Gateway. For e.g. <your gateway> Creds Form
Fill in all the fields related to the new MID(s)
Upload the Form to the Secure Datatel Vault using the steps included in the Form.
Use [Quick Ticket] (Choose the “New Work/Change Request”) to open a Ticket and include [one liner of requested change] in Subject. For e.g. Change in PROD SFTP Endpoints/Creds.

Upon receipt of the details and the request submission via ticket, we will send out a Change Order for approval to execute on requested changes. [Note: Please read the following article: Changing Merchant Accounts and the Impact on Your Payment Applications

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