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We’re Getting Closer…

The new year brings a new way to prepare for EMV (chip & PIN) processing, an opportunity for us to improve, hardware specials, and a few reminders. Read on to learn more.

Payment Processing Update: We’re aware that some retailers have been running into issues getting end-to-end encryption enabled on their Chase Paymentech™ account in preparation for the ability for Ascend to process EMV payments. We apologize for the frustration and have taken a few steps to streamline this process – simply send an email to patty.adkisson@chase.com with the following information:

You should receive a response from Chase’s Client Resolution Team within three business days with instructions on how to complete the process.

Please keep in mind – we’re still working through the certification process. EMV processing is still not available. However, even when we are ready, you won’t be able to update until the steps above have been completed. Keep an eye on the blog to learn more as this progresses.

Survey Incoming: Remember to keep an eye out for our email survey, arriving to an inbox near you, today! Just two questions and a few minutes of your time will help us gauge how well we’re supporting you, and how we can improve. The more specific your comments, the better we can tackle your issue.

Need to be added to our email list? Send your email address with the subject Opt-In to training@ascendrms.com. Then, be sure to add this address and help@ascendrms.com to your email whitelist or “safe senders” list so that you never miss an update from our team!

New Year’s Hardware Special: Are you still working on your full store inventory, dealing with those hard-to-read MC1000 inventory scanners, which can’t utilize all the new features in AscendScan 3.0, or  just looking to increase your fleet of inventory scanners to make your cycle counts more efficient? Then you’re in luck! During the month of January, get a brand new Motorola MC2180 model for just $1050. And since all hardware purchased through Ascend is billed right to your Trek account, it qualifies for TCG payment terms. Email sales@ascendrms.com with any questions or to take advantage of this offer today!

Not familiar with the new features in AscendScan 3.0? Check out the release notes. Need to know what to do when you get your new scanner? Check out the install help topic for step-by-step instructions for your operating system.

Emergency Support: Among other great things, your support fees include access to emergency on-call support from a member of the Ascend Support Team. That means that if you run into a critical error from 6 pm-10 pm Central Monday-Friday or 8 am-5 pm Saturday-Sunday (and most US holidays), you can just call our regular support line at 877-875-8663, then leave a message in our emergency voicemail. Our on-call tech will be paged to call you back and unless we’re currently on another call, you can expect a response within 10-15 minutes.

But what constitutes an emergency? Anything that’s preventing you from processing sales!

However, please remember that we only have a single tech on call, so we want to keep the line as open as possible for any retailers with a catastrophic issue. So before calling, please check the Online Help, Ascend University, or our website to see if you can find the answer to your problem. You can also download our Integrated Payment Processing During An Internet Outage Guide so you know what to do in case your internet connection goes out. If you have a printer that needs to be installed or a scanner that just won’t scan, please call us during normal business hours. While we hope you never have to contact our team for emergency support, you can help ensure we’re available during the real emergencies. So, please be considerate of other retailers when calling after-hours.


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