Virtual Terminal Retirement to Dex – FAQ

CSG Forte is retiring the legacy Virtual Terminal and transitioning merchants to Dex, our modern payment and account management platform. This transition is being completed in phases to ensure a smooth experience, with clear communications and guided steps for each merchant.

Dex is CSG Forte’s centralized payment platform that allows merchants to:

• Process and track payments

• View settlements and funding activity

• Manage users and locations

• Monitor transactions and disputes

• Access reports and notifications

Dex is designed to simplify payment management and provide greater visibility into your business.

FAQ's

What does “Virtual Terminal retirement” mean?

Virtual Terminal retirement means that CSG Forte is discontinuing the Virtual Terminal system and moving merchants to Dex. Once Virtual Terminal access is retired, all payment activity and reporting will be completed in Dex.

Am I required to move to Dex?

Yes.
All merchants will transition from Virtual Terminal to Dex. New merchants are onboarded directly into Dex, and existing merchants are migrated as part of the retirement process.

Will I still have access to Virtual Terminal after moving to Dex?

You may have temporary access to Virtual Terminal after receiving your Dex invitation. This overlap period allows you time to become familiar with Dex. After this transition window, Virtual Terminal access will be removed.

What do I need to do to get access to Dex?

• Watch for an email invitation from dex@forte.net

• Accept the invitation within the timeframe provided 

• Log in and complete setup steps as prompted

If you are part of an organization with multiple users, your Merchant Admin may need to invite you.

What if I didn’t receive my Dex invitation?

Please check your spam or junk folders. Dex invitations are sent from dex@forte.net.
If you still do not see the invite, contact Forte Customer Support for assistance.

What if I forgot my Dex password?

You can reset your password by clicking “Forgot Password” on the Dex login page and following the instructions.

Will Dex support the same features I used in Virtual Terminal?

Yes. Dex supports all core Virtual Terminal functionality and includes additional tools and enhancements. CSG Forte continues to improve Dex with new features and capabilities.

Is training available for Dex?

Yes. CSG Forte offers a comprehensive Dex training library, including:

• Self-paced courses

• How-to guides and videos

• Interactive walkthroughs and webinars

Access Dex training here:
https://support.forte.net/support/solutions/11000005269

Can I manage multiple locations or merchant accounts in Dex?

Yes. Dex allows you to access and manage multiple locations within a single platform. If you have a more complex setup, Forte Support can help guide you.

How do I add or manage users in Dex?

Merchant Admins can invite and manage users directly in Dex, assigning roles and permissions as needed. This allows you to control who has access and what actions they can perform.

What are some common Dex terms I should know?

• Location: A payment processing endpoint (formerly known as a Merchant ID or MID)

• Organization: The legal entity that owns one or more locations

• Users: Individuals with assigned access and permissions in Dex

How do I enable payment status notifications in Dex?

Dex allows you to receive payment status notifications by email. Instructions are available here:
https://support.forte.net/support/solutions/folders/11000019363

Where can I find additional help and resources?

All Dex documentation, FAQs, and training materials are available in the Forte Help Center:
https://support.forte.net/support/solutions/11000005269