Converting to the Maxio Payments Gateway

Converting to the Maxio Payments gateway moves your account from your beginning gateway to Maxio Payments. Your customers keep their existing credit card information and don't need to re-enter it. Maxio processes the payment data your prior gateway exports, creates new payment tokens from it, and maps those to your existing Payment Profiles. Apple Pay and Google Pay are the exception: their tokens are bound to the customer's device and wallet, so they cannot be carried over. See Migrate Payment Tokens to Maxio Payments for the timeline and requirements.

Requirements before beginning conversion

Before scheduling a gateway conversion, make sure the following requirements are met:

• Requires a four-week notice to schedule a gateway change.
• Your beginning gateway must support data portability, which allows you to export your customers' credit card and ACH data. If you are unsure, contact your beginning gateway to verify.
• Coordinate a data export with your beginning gateway and your assigned Payments Team representative.

If your beginning gateway does not support data portability and can't export the stored credit card information, you will need to ask your customers to re-enter their credit card information when you switch to the Maxio Payments gateway.

Handling refunds when changing gateways

As long as your beginning gateway account is still functioning, you can process refunds for transactions created prior to the gateway change through Advanced Billing. This will depend on your relationship with that gateway and how funds are managed with them.

If you still have access to a web portal for your beginning gateway, you may be able to process the refund there. Or, once the cards have been imported to the ending gateway, that gateway may let you refund the customer's card directly even though the original transaction record lives with your beginning gateway (sometimes called an "unlinked" or "standalone" refund, depending on the gateway). Otherwise, you may need to send the customer a check or use some other manual method of returning the funds to them. If funds are returned to the customer, you should record an external refund in Advanced Billing so that the subscription details are correct.

Related information

For general information about Maxio Payments, see Understand Maxio Payments.