Applying & approval
How do I apply?
The application is a five-minute online form — no printing, no scanning. Open it at whitcombpayments.com/portal?apply=1. Your merchant portal opens the moment you submit, and your application lands on our desk the same second.
What do you need from me to approve my account?
The application itself, the owner’s driver’s license, and — if you’ve processed before — your last three months of statements. Prior declines or terminations don’t disqualify you; bring the history, honest files place faster.
How long does approval take?
Most files get a decision within one business day of the paperwork being complete. You’ll receive an approval email, and your portal unlocks your setup guide the moment it goes out.
Where do I see my rate?
Your pricing is stated in your approval letter, in writing, before anything goes live. If you can’t find yours, ask and we’ll resend it.
Getting set up
How do I connect my WooCommerce store?
Your portal’s Integrations tab has your plugin download and your activation key. Install the plugin in WordPress, paste the one key, press the button — there is nothing else to fill in. The status board on that screen tells you plainly whether the store is live.
The plugin says my account isn’t armed yet. What does that mean?
It means exactly what it says on the screen — usually that your application is still in review. The store arms itself automatically the moment you’re approved; there is nothing to reinstall.
I don’t use WordPress. Can I still take payments?
Yes — payment links. Your portal can mint a secure payment link for any amount, which you can send by email, text, or invoice. Developer documentation for custom sites lives at whitcombpayments.com/portal/docs.
Payments & reporting
Where do customers enter their card?
On a hosted secure payment page. Card details go directly to our PCI-certified processing partner and never touch your website or ours — which keeps your store out of card-data scope.
Where do I see my sales?
Your portal’s account view shows your live payments, totals for today, the last 7 days, and the last 30 days, refreshed every time you open it. Payments appear the moment they settle.
A customer says they paid but the order shows unpaid.
Give it a minute — status usually lands instantly, but a slow connection on the customer’s side can delay the return trip. If it hasn’t settled within a few minutes, write to support with the order number and we’ll trace it to the exact step.
How do refunds and disputes work?
Chat with us now and give the order reference. Refunds are processed through the processing partner that took the payment; disputes come with the card networks’ own timelines, and we’ll walk the file with you.
Account
I forgot my portal password.
Ask your rep or support to reset it — you’ll sign back in with your email and the starter password from your approval email, then set a new one.
My checkout says payments are paused.
That message means a hold was placed on the account — most commonly an outstanding item on the file. Your portal’s account view says what it is, and support can tell you exactly what clears it. Your data and history are untouched by a pause.
How do I reach a person?
Chat with us now or (337) 242-3039. Files in underwriting can also reach their rep directly — the desk that onboarded you signs its emails.