Questions

1.1. Who is the CSG Forte–Rentec relationship?

1.2. What are the main contact details?

1.3. How should Rentec-related inquiries be routed?

1.4. Do Rentec merchants have access to Dex, and how does the access work?

    1.4.1. What is the process for merchant access to DEX?

    1.4.2. What security measures does Dex use to protect user access?

1.5. How are disputes and reconciliation handled in Dex?

1.6. How are Rentec transaction issues handled?

1.7. How should account change requests be handled?

1.8. How should faster funding requests be handled?

    1.8.1. What funding day guidance applies to Rentec merchants?

1.9. What is Payment Protection.ai (“PP.ai”) for Rentec merchants?

Rentec Direct is a CSG Forte partner supporting property management merchants. Rentec Direct and CSG Forte work together to support payment processing, account access, and related payment services for merchants using the Rentec platform.

The main contact details are listed below:

Common requests should be routed based on the type of issue involved:

Yes. Rentec merchants have access to Dex with "Merchant Support Role" with "Dispute" access, this allows them to review reports, transaction details, dispute management, and reconciliation. It is important to note that Rentec merchants can not be set up on enterprise. Dex access is intended for visibility into merchant account activity and does not function as a full transaction-entry tool for Rentec merchants.

To begin with, the merchant must accept the email invitation received for DEX access. The onboarding process includes the following steps: 

1. Open the invitation email and select the acceptance link. 
2. Complete registration by setting up a name and password. 
3. Complete multi‑factor authentication (MFA) verification. 
4. Confirm and accept the account setup to finalize access. 

Please note that the invitation link expires after 8 days and must be used within that timeframe. Once registered, merchants can access Dex through the login portal: https://console.forte.net/login

Password requirements include a minimum of 14 characters, including 1 numeric character, 1 uppercase letter, 1 lowercase letter, and 1 special character, it shall be different from the user's login name and it cannot contain three consecutive, identical characters (alphabet, number, or special characters). Active Dex users may be prompted to reset passwords periodically, and access may become inactive or suspended after 90 days without login activity, also, Dex enforces standard security controls, which may include multi‑factor authentication (MFA) or additional verification steps based on account configuration and risk criteria. Dex access for Rentec merchants is limited. 

Dex can be used to review reporting, transaction activity, disputes, and funding information, but transactions cannot be originated or added in Dex. Additional-user setup and access reactivation are handled through CSG Forte Partner Support at partnersupport@forte.net or 866-290-5400.

Disputes can be reviewed directly in Dex. Supporting documentation can be uploaded through the dispute record, and the submission must then be completed for review, so the documentation is properly routed. 

Reconciliation is handled through the “Funding” section in Dex. Deposits can be reviewed by date, and the related transactions within each funded amount can be opened to confirm what activity is included in the deposit. This allows funding activity and transaction-level details to be reviewed in the same portal. 

For more information related to the disputes, please refer to the Credit Card Dispute Management FAQ.

Transaction-related issues for Rentec merchants are handled based on where the transaction action originates, either within Rentec’s software or CSG Forte’s processing systems. 

• Voids & Reversals: If a transaction needs to be voided or reversed, merchants should contact Rentec Direct, as these actions must be performed within Rentec’s software, contact: 800-881-5139 or email success@rentecdirect.com. 
• Transaction Failures: Transaction failures related to Rentec system configuration, subscription requirements, tenant data, or property setup must be handled by Rentec Direct.
  • Examples include: 
  • Unable to process payment: Online Payments require a PRO or PM subscription 
  • Unable to process payment: ACH account not set up for ACH 
  • Unable to process payment: Invalid tenant payment data 
  • Unable to process payment: ACH renter missing first name, last name, or phone number 
  • Unable to process payment: ACH no property linked to renter 
  • Unable to process payment: ACH property address invalid Contact: 800-881-5139 or email success@rentecdirect.com.
• Transaction Declines or Returns: For transaction assistance related to declines or returns that occur within CSG Forte processing, contact CSG Forte Partner Support, contact: 866-290-5400, option 2 or email partnersupport@forte.net. 
• Recalls: When a transaction recall notice is received, proceed under the normal recall process and forward the request to the Risk team for review, when responding to the merchant, copy success@rentecdirect.com and inform them that the request has been submitted for further processing.

Common account change requests should be handled as follows:

Faster Funding requests from Rentec merchants should be directed to Rentec Direct, as merchants are required to follow the Rentec process rather than the standard CSG Forte request path. Rentec Direct should be contacted for guidance on eligibility, next steps, and any required documentation.

Funding days refer to the number of business days between transaction processing and merchant fund disbursement. Funding day inquiries or requests for changes should be directed to Rentec Direct. 

When clarification is needed regarding the current funding timeline, funding day configuration, or requested changes to funding days, Rentec Direct should be the primary point of contact. 

Requests for hold day changes or temporary faster funding must be initiated and approved by Rentec Direct. Merchants should be referred directly to Rentec Direct for these requests.

PP.ai is presented as an AI-driven fraud protection and risk management solution within the Rentec and CSG Forte payment flow for property management merchants. It is intended to help reduce fraud, chargebacks, ACH returns, refund abuse, card testing, and false declines across ACH, cards, and digital wallets, including online, phone, mobile, and in-person payments. 

It is built into the existing payment experience, is already available through Rentec Direct, and does not require a separate integration for existing CSG Forte merchant accounts, no action may be required from the merchant to activate the service. From a merchant-impact perspective, this may include a per-transaction fee or fee increase tied to the added fraud protection service.