Our documentation has moved!

You are currently viewing a legacy version of our help articles.
For the most up-to-date version, please use the new Chargify Help & Support Site.
Follow

Gateway Change Process

In this document, “Beginning Gateway” is used to describe your current gateway and “Ending Gateway” is used to describe the gateway you are switching to.

Overview

A gateway change may allow you to update the payment gateway that your existing Chargify site is connected to without requiring your customers to re-enter their credit card information. There are also situations where a merchant is migrating to Chargify from a Legacy System and changing payment gateways simultaneously. It is best to provide a seamless transition for a better customer experience.

Chargify does not store full credit card numbers. This information is stored by your third party payment gateway. When a customer enters their credit card information at signup, or updates the existing credit card on file, Chargify sends the full credit card information to the payment gateway who then stores the data and sends back a “vault token”. Vault tokens are stored in Chargify and are what we use to link the customer in Chargify to the card data associated with that customer in your payment gateway.

When you change payment gateways, the credit card information stored in your Beginning Gateway is not stored in your Ending Gateway. In order to change gateways without requiring your customers to re-enter their credit card information, you will need to ensure your Beginning Gateway can export credit card data and your Ending Gateway can import that data to generate new vault tokens. The new vault tokens will need to be provided to Chargify so we can update them in our database while updating the gateway credentials and forcing the gateway change.

Please note: If your Beginning Gateway does not support Data Portability and is unable to export the stored credit card information, you will need to ask your customer’s to re-enter their credit cards when you switch to a new payment gateway.

Requirements

  1. Chargify requires 2 weeks advanced notice of the date that your Beginning Gateway intends to begin the data export. If this date changes for any reason, Chargify will need the same 2 weeks notice to reschedule accordingly.
  2. Your Beginning Gateway must support Data Portability (ability to export your customers credit card data). If you are unsure, please contact your Beginning Gateway to verify.
  3. Your Ending Gateway must support data imports either by receiving the file from the Beginning Gateway or through their API. If you are unsure, please contact your Ending Gateway to verify. Additionally, if your Ending Gateway imports the file from your Beginning Gateway, they must also send Chargify a mapping file that links the customer's old vault token to the new vault token generated during import.
  4. Coordinate a data export with your Beginning Gateway, and provide Chargify with the scheduled date of this export. Please note that some gateways, such as Authorize.net, have a ‘cutoff’ date prior to the export date. Any credit cards added or updated after this cutoff date will not be included in the export. In cases where there is a cutoff date prior to the export date, Chargify will need to be notified of the cutoff date rather than the export date.
  5. Coordinate with your Ending Gateway, and provide us with an estimated delivery date of when your Ending Gateway can send Chargify the token mapping file.
  6. Provide the contact information (email addresses) for the contacts at your Beginning Gateway and your Ending Gateway.
  7. Provide the name of your Chargify subdomain(s) where the gateway change will take place.
  8. Verify your Ending Gateway credentials are working properly in Chargify.
    1. Clone your live Site in Chargify
    2. Switch the cloned site to live mode
    3. Enter the credentials for your Ending Gateway
    4. Perform a test charge using a real credit card to ensure new signups will process successfully through your Ending Gateway. It is the Merchant’s responsibility to ensure Ending Gateway credentials are correct and the new payment gateway is working as expected.

The Process

Please review the four possible scenarios below and choose the one that fits your situation.

Scenario A: Existing Chargify Merchants Ending Gateway Receives File From Beginning Gateway

The vast majority of gateway changes for existing Chargify merchants will fit into this category.

Your Beginning Gateway has the ability to export your customers credit card data and your Ending Gateway is able to receive the file, perform the import, and tokenize the cards.

  1. Chargify will force the gateway change in the site(s) you indicate so new signups create payment profiles in your Ending Gateway.
  2. Chargify will disconnect existing payment profiles from customers in Chargify so card updates create payment profiles in your Ending Gateway.
  3. Chargify will delay all renewals, retries, and already-scheduled delayed cancellations in your Site(s) for 1 week to avoid any renewals during the transition.
  4. Your Beginning Gateway should perform an export and deliver the file to the Ending Gateway.
  5. The Ending Gateway will import the credit card data and deliver a mapping file to Chargify from the the Beginning Gateway tokens to the Ending Gateway tokens.
  6. Chargify will perform a "token swap", replacing the Beginning Gateway tokens with the Ending Gateway tokens.
  7. Chargify will reconnect the payment profiles with their original subscriptions (only for those subscriptions that haven't had a new card attached between then and now)
  8. The delayed subscriptions will begin processing again on the date Chargify defined in step 3 above. Please allow up to 20 minutes after the scheduled time for all payments to be processed.

Cost for Scenario A:

Free Of Charge

Scenario B: Existing Chargify Merchants Ending Gateway Requires Import Through API

In some cases, the Beginning Gateway is able to provide an export of your customers credit card data, but your Ending Gateway does not support receiving the file and performing the import on your behalf. Authorize.net, for example, requires you to import the credit card data through their API.

Because full credit card numbers should only be handled by Level 1 PCI Compliant entities, it is suggested the file be sent directly to Chargify and we can perform the API import on your behalf.

  1. Chargify will force the gateway change in the site(s) you indicate so new signups create payment profiles in your Ending Gateway.
  2. Chargify will disconnect existing payment profiles from customers in Chargify so card updates create payment profiles in your Ending Gateway.
  3. Chargify will delay all renewals, retries, and already-scheduled delayed cancellations in your Site(s) for 1 week to avoid any renewals during the transition.
  4. The Beginning Gateway will perform the export and send the secure file to Chargify directly.
  5. Chargify will format the information and perform the import to tokenize the credit cards at the gateway.
  6. Chargify will reconnect the payment profiles with their original subscriptions (only for those subscriptions that haven't had a new card attached between then and now)
  7. The delayed subscriptions will begin processing again on the date Chargify defined in step 3 above. Please allow up to 20 minutes after the scheduled time for all payments to be processed.

Cost for Scenario B:

Chargify will import the credit card data using the file received by the Beginning Gateway. The import and any required formatting will be charged at a rate of $499/hr. 

Scenario C: Merchant Is Migrating From Another Legacy System and Ending Gateway Requires Import Through API

If you're migrating to Chargify from another system, please review the migration process.

If the Ending Gateway does not support receiving the file from the Beginning Gateway and performing the import on your behalf, the file will need to be sent directly to Chargify. Chargify will then complete a full import of card data along with customers and subscriptions.

  1. The Beginning Gateway will perform the export and send the secure file to Chargify directly.
  2. The merchant will be required to export their customer and subscription data from their current system and format it in the required Chargify CSV Import format. The completed file will need to be provided to Chargify prior to the card data being received from the Beginning Gateway.
  3. Chargify will run a script to merge the CSV Import file provided by the merchant and the file provided by the Beginning Gateway containing the full credit card numbers of each customer.
  4. Chargify will perform the CSV Import or API Import if you require component allocations at the time of import.
  5. Chargify will make a note of any errors or issues during import and work with the merchant to resolve these errors, if possible.

Cost for Scenario C:

CSV Import: $499/hr for the merging the Beginning Gateway file with the CSV Import file provided by the Merchant and reformatting and $299/hr for the actual CSV Import once the file is formatted properly.

API Import: $499/hour for the entire process.

Please note: If Chargify is performing the import, and there are any issues or errors present in any of the files provided, the cost to fix the errors will be charged at a rate of $499/hr prior to Chargify performing the import.

Please feel free to review the Success Story of Engine Yard migrating to Chargify from Zuora utilizing Authorize.net as their Ending Gateway.

Scenario D: Merchant Is Migrating From Another Legacy System and Ending Gateway Receives File From Beginning Gateway

If your Ending Gateway supports receiving the card data file from the Beginning Gateway and performing the import on your behalf to tokenize the credit cards, you will be able to import your customers, subscribers and new vault tokens into Chargify using the CSV Import or Subscriptions API Import. Chargify does not need to be notified in this scenario.

  1. The Beginning Gateway will perform the credit card data export and send the secure file to the Ending Gateway.
  2. The Ending Gateway will import the credit card data and tokenize the cards.  
  3. The merchant will be required to export subscription data from their current system as well as the vault tokens in the Ending Gateway and format it in the required Chargify CSV Import format or Subscriptions API Import format.
  4. Merchant will perform the Import.

Cost for Scenario D:

Self-service Import: Free of Charge

Chargify Import Assistance: If you require Chargify’s assistance, this is a paid service. Please review the CSV Import Assistance or Developer Assistance pricing for API Imports: https://www.chargify.com/services/

Available Dates, Communication, Timelines, and Deadlines

  • The scheduled date must be a business day, Monday through Thursday. We do not perform gateway changes on Fridays, weekends, or holidays.
  • Once the date has been scheduled, Chargify will delay your subscription renewals on the scheduled date.
  • If you need to cancel, please notify us immediately.
  • If you need to reschedule, the new date is subject to the required 2 weeks notice.

Based on the information you provide to us, Chargify will provide a schedule outlining the estimated completion date of each step of your gateway change, and communicate with you each step of the way in the designated support ticket.

Before beginning the gateway change process, a deadline will be established when we must receive the mapping file from your Ending Gateway. This deadline will be set to one week after we originally delay your renewals. We will provide you with the specific date and time of the deadline, so you know when to expect your renewals to resume.

There may be cases where there is a delay on the payment gateway side (ie. the token mapping file is not sent to Chargify by the date expected). Therefore, the deadline will be missed. If necessary, Chargify will push out your renewals another week to ensure that you do not experience any failed renewals. Any scheduled steps that have not occurred yet will be pushed out in parallel.

No other changes will be permitted once the process has begun.

____________________________

To get started, please submit a gateway change request by emailing support@chargify.com or submit a request while logged into the application to indicate you wish to change your gateway.

Please include the following information:

  1. Indicate which gateway change Scenario you’ve chosen (A, B, or C. You will not need to notify Chargify for Scenario D unless you require paid import assistance.)
  2. Name of Beginning Gateway
  3. Name of Ending Gateway
  4. Scheduled date of your Beginning Gateway data export
  5. The available dates for your Ending Gateway to send Chargify a mapping file that includes your new payment profile vault tokens OR the date your Beginning Gateway will provide the export file to Chargify
  6. Email addresses for the contacts at your Beginning Gateway and Ending Gateway
  7. The name of your Chargify subdomain(s) where the change will take place
  8. The name of your Chargify subdomain where you have successfully verified your Ending Gateway credentials


Once we receive your request, we will reply with additional details, instructions and timeline tailored to your specific needs.

Was this article helpful?
1 out of 1 found this helpful
Have more questions? Submit a request

0 Comments

Please sign in to leave a comment.
Powered by Zendesk