Questions

1. What types of Account Changes can be requested through the Account Changes form?

2. Who is authorized to submit an Account Change request?

3. What is the difference between a primary contact, an authorized signer, and a Dex user?

4. What information should be included when submitting an Account Changes request?

5. Why are customers sometimes asked to submit a primary contact or signer contact change instead of an email address change?

6. Which Account Change request should be submitted based on customer scenario?

7. Can a customer submit more than one Account Change in the same form?

8. How long does it take to process an Account Change request?

The Account Changes Form may be used to request updates to a bank account, primary contact, signer contact, email address, physical address, phone number, legal name, Doing Business As (DBA) name, or ACH/Credit Card descriptor name. The requester must select the change type that matches the requested update and provide complete information for each affected merchant, location, or partner account.

Account change requests must be submitted by an authorized primary or signer contact on the account (except for the Bank Account changes that must be submitted by the authorized signer contact on the account). If the requester is not listed as an authorized contact, the customer should resubmit the request from the authorized email address or complete an applicable primary contact or signer contact change first.

These roles serve different purposes and levels of authority within a customer account:
➤ Primary contact: Individual designated as the main business contact for the account.
➤ Authorized signer: Person with authority to approve and authorize account-related changes on behalf of the business.
➤ Dex user: Individual who has access to the Dex portal. Dex access does not automatically grant authority to approve account changes, authorize banking updates, or act as an authorized contact on the account.

The request should contain the following general information, and required documentation if applicable according to the request type:
    • Merchant or partner name.
    • Merchant ID (MID), Location ID, or ISO ID, as applicable.
    • Requester’s name, title, email address, and phone number.
    • Current information and requested new information.
    • The effective date of the change, when applicable.
    • The reason for the change, when requested on the form.
    • The required signature and supporting documentation for the selected change type.

Below is listed the required documentation for specific account change requests:

Some email address changes may be associated with a primary contact or signer contact update rather than a standalone email change. When the requested email belongs to a contact role that carries account responsibilities or authorization authority, the corresponding contact change process must be completed to ensure account records remain accurate and properly authorized.

The type of account change request required depends on the information being updated. Use the guide below as a reference to determine the appropriate request type before submitting the Account Changes Form.

Yes, customers may submit multiple account changes in the same form. However, a primary contact or signer contact change request may be a prerequisite for processing other changes. When this applies, the primary contact or signer update must be completed and approved before the remaining requests can be reviewed or processed.

Processing times vary depending on the type of account change requested and whether all required information and supporting documentation are provided with the initial submission. If additional information, documentation, or approvals are required, processing may be delayed until the requested items are received and reviewed. Customers can help avoid delays by completing the “Account Changes” form accurately and attaching all applicable supporting documentation when submitting the request.