Do I need to add a payment method?
Yes, a payment method is required to process subscription payments or equipment orders.
What happens if I don't add a payment method?
If a payment method is not added, your subscription payment will fail and your subscription will be terminated. This will cause an interruption with your TotilPay service and the ability to use TotilPay for EBT transactions.
I already provided my banking information for sales deposits so why do I need to add it again for subscription payments?
We recently upgraded to a new payment system that requires you to input your preferred payment method for subscription payments, either credit card or bank account. Due to PCI Compliance rules we are unable to transfer your payment information from our old system to the new one.
Can I add multiple subscriptions to my account?
Yes, you can purchase multiple subscriptions and equipment from your TotilPay Customer Portal.
Will my subscription cost for TotilPay Go or TotilPay Register change as a result of these new improvements?
No - there are no price changes at this time, these are improvements to the overall TotilPay platform.
What are the benefits of these new improvements and enhancements?
These improvements will allow you to have better control and management of your TotilPay account and subscriptions in real-time so you no longer have to wait on us to do anything for you.
Will I still be able to cancel my account when needed?
Yes, you can cancel any of your subscriptions by logging into your Customer Portal. You'll be able to choose the timing when you want the cancellation to take effect. This allows you to have better control and management of the timing of your subscriptions and payments.
I have been approved by MarketLink for the free equipment program, how will that be factored in to my subscription?
There are no changes to how a MarketLink grant is applied to subscriptions. Subscription auto-payments will begin the day after the free year of service has expired. You'll receive a reminder email prior to the payment date.
Will I receive a notification that a payment is due for my subscription?
Yes, you will receive a reminder email message with details about when the subscription payment is due and an auto-payment will be processed on that date using the payment method you have selected.
How do I reactivate my account if it was disabled or cancelled?
If you are an existing customer and you want to reactivate your TotilPay account & subscription, just log in to your Customer Portal and purchase a new subscription.
Is it possible to create multiple users under the Farmers Market account?
Yes, you can create multiple users on the TotilPay Go and TotilPay Register applications. For detailed instructions, please visit our support site to find articles that guide you through the process.
We plan to use this service only 2-3 times per year. Can we cancel it anytime if we find we’re not using it enough?
Yes, we offer a monthly subscription option. If you decide to cancel, you can easily do so by logging into your user account at (www.mobileebt.com) and canceling your subscription at any time.
When I try to sign up, it’s prompting me to purchase the Chipper BT2x Reader, but I already have the Chipper 3X BT. How can I bypass this step?
If your Chipper 3X BT was provided by us, you can use it by selecting “Yes” when asked, “Are you a previous TotilPay merchant?” (Refer to the image below for guidance.) However, if your Chipper device was not issued by us, you won’t be able to use it. This is because each POS provider uses their own proprietary encryption keys for security, which are injected into their readers.
Do you charge for every transaction or only the monthly fee?
To clarify, we do not charge any transaction fees for your EBT activity. The only charge is your monthly or annual subscription fee. Additionally, we do not impose any extra fees for processing credit transactions through our apps.
Whatever fees you currently pay to Square or WorldPay will remain the same when using TotilPay for credit card processing.
We are unable to process a SNAP transaction and are receiving error 57 - "Call Client Helpdesk." (For restaurant based merchants. )
Answer:
Error code 57 typically indicates that the transaction is "not permitted" for the cardholder. This usually occurs because the cardholder is not eligible for the California Hot Meals Program. In California, only certain EBT cards allow the purchase of hot meals, which is typically those individuals who meet one the following criteria:
- An adult aged 60 or older
- A person with a disability
- The spouse of someone in one of these categories
- A person experiencing homelessness
If the cardholder does not fall into these categories, their card may not be authorized for hot meal purchases, resulting in the declined transaction. The retailer can advise the cardholder need to reach out to the California Restaurant Meals Program not FIS by visiting https://www.cdss.ca.gov/rmp
For more information, contact your local county social services office by calling the Cal Fresh Information Line at 1-877-847-3663 (FOOD) or by visiting your local county social services office in person.
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