PCI Compliance Support FAQ

  • Jul 16, 2018
  • By Fusion Security Team

Here are answers to the most commonly asked support questions about Fusion Connect PCI Compliance service.

Why am I receiving emails that say I’m not currently PCI compliant?
Reminder emails are sent to inform you of your non-compliant status. By logging into your SecurityMetrics account using your email and password, you’ll have access to an intuitive web interface where you can review your requirements for PCI compliance. You can then complete the PCI DSS requirements that apply to you.

SEE ALSO: PCI Compliance FAQ

My account screen says I’m PCI compliant, how do I notify my merchant processor of my compliant status?
If your merchant processor is partnered with SecurityMetrics, they have immediate access to your PCI compliant status, and no action is required on your part. If not, reporting tools are available to send your compliance status to an email address of your choice.

Who is required to become PCI compliant?
All businesses that process, store, or transmit payment card information are required to comply with the PCI DSS.

What if I want a certificate to show that I’m a PCI compliant merchant?
Once you’re compliant, you can print a certificate of compliance by clicking on the Reports tab on the dashboard. Click on ‘show additional reports’ and then download your Merchant PCI Certificate.

To log in to my account, it asks for my email address. What’s my email address and how do I change it?
Your email is the email address used to create your account. If you would like to update your email address, please contact Support.

I tried using the "Forgot Password" option, but I still can’t log in. How do I reset my password?
For help with resetting your password, please contact Support.

When I log in to my account it says I’m not PCI compliant, what should I do?
On the PCI dashboard, you will find a To Do list of actions you must take to become PCI compliant. Click on any step to begin working towards a compliant status.

When I try to log in, it takes me right back to the login page, what should I do?
Clear your browser’s cache and cookies. If that doesn’t work, try logging in to your account using another browser, such as Google Chrome or Mozilla Firefox.

What does support cost?
Fusion Connect’s PCI service includes 24x7 support at no additional cost.

I have multiple methods of processing credit cards. Do I have to complete a separate Self-Assessment Questionnaire (SAQ) for each of them?
A combination SAQ is available for merchants with multiple processing methods. This will automatically be identified through your scoping process. If you have questions about what applies to your business, please contact Support.

I answered many questions when I signed up for your services, but my account says I haven’t completed the Self-Assessment Questionnaire. Why?
You may be thinking about the questions we ask to determine your SAQ type, but those questions don’t necessarily complete the Self-Assessment Questionnaire.

The Self-Assessment Questionnaire mentions "Point of Sale Terminal/Software". What does this mean?
Point of Sale Terminal refers to a physical machine used to process credit cards. The make and model of your device can typically be found somewhere on the device itself. Point of Sale Software refers to a program on your computer used to process card transactions.

My Self-Assessment Questionnaire is failing. What should I do now?
To reach a passing SAQ, you must be in compliance with all the requirements. If there’s something you don’t understand or you are unable to mark ‘yes’ to, please contact Support for assistance. To revisit the sections you answered “no” to, simply click on the section name.

Some of the questions on the Self-Assessment Questionnaire do not apply to me. What should I do?
If a standard isn’t currently applicable, the PCI Council wants to make sure you understand it, and would meet that standard if it ever applies. If you agree you would meet the standard if it should apply to your business in the future, you should mark “yes”.

My account says my Self-Assessment Questionnaire is “expiring soon” or “expired”. What should I do?
Completing the PCI Self-Assessment Questionnaire is an annual requirement. Re-take the Self-Assessment Questionnaire until you pass.

If you have questions about PCI Compliance Support that weren’t answered in this blog post, please contact Support.