Merchant Portal
User Guide
Version 2.0 – 10 February 2023
Notice
This document contains confidential, trade secret information, which is proprietary to Planet Payment,
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Version history
Version Date Modification(s)
2.0 February 10, 2023  Document conversion to the Planet Template
 Minor content enhancement
1.11 January 31, 2021 Initial version
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Table of contents
Version history 3
Table of contents 4
1. General login 5
1.1 Login screen 5
1.2 Recover password 5
1.2.1 Exceptions 6
1.3 Solutions 6
2. Homepage 7
3. User setup and credentials 8
4. Create a Merchant Portal User 9
5. Transactions 12
5.1 Transaction filter results 15
5.2 Transaction Detail 15
5.3 Transaction Exceptions and Disputes 16
6. Reports 20
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1. General login
1) Access the Portal via the URL address.
2) Enter the Username and Password.
Passwords
require a minimum of ten (10) characters with at least one numeric, one alpha character, and
one special character
(~!@#$%^&*_-+=`|\() { } []:;" '<>,.?/.).
3) Passwords will expire after 90 days. The user will be forced to change the password upon expiration and
log in with the new password.
4) A new password must be different from the previous twenty-four (24).
5) Password cannot be changed more than once per day.
1.1 Login screen
If the user has an active account but has forgotten the password or username, the Forgot Your
Password? option will email a temporary login once the user security options have been satisfied. The
account is locked out of Portal after three failed attempts; however, the Account Locked? option, as shown
before, will assist the valid user in unlocking their account.
1.2 Recover password
1) Select Forgot Password.
2) Enter the Username on the Forgot Password Screen.
3) Select Submit Request.
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1.2.1 Exceptions
The Forgot Password option cannot be used under the following conditions and will need to contact their
Planet Support team:
If the user account is inactive.
1) A user cannot activate a user credential if the account is locked due to failing to answer the security
question within three (3) tries. A user will also be locked out if the security answers have been
unsuccessfully attempted three times.
2) If a user has not accessed the account in the last 90 days, the status is changed to Inactive.
1.3 Solutions
When the Forgot Password option is attempted, and no exception conditions exist, the alternate Submit
Request page will appear. An email will be sent with a temporary password to Planet's address on record.
Upon receipt of temporary password:
1) Log in to the Merchant Portal using the temporary password.
2) Upon successful login, the Change Password page will appear.
3) Change the temporary password to a new password of your choosing (See the Change Password
instructions in Chapter 1).
4) The Welcome Screen will open after logging in with the correct username and password.
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2. Homepage
The Homepage displays menu options to access information about Accounts, Transactions, and
Reports. Each category has menu options specific to that category. These are described in detail throughout
the guide.
On the Homepage, the merchant's name will appear in the banner at the top left of the screen. This
screen also displays the last ten batches processed.
Selecting the menu options displays information about that category, and you can choose options for
details. User Access levels control these options, and all options shown here may not be available to every
user. Planet Support teams and Relationship Managers will guide access assignments based on user
functions.
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3. User setup and credentials
Selecting Accounts allows users to view and/or create access profiles. Click Credentials.
Use any information available in the Credentials filter to locate a user. Click Apply to access User
information, Access Level (permissions), and Status.
Status
may not be available to all users.