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Credit Card Payment Questions

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If you experienced an internet connectivity issue or some other interruption after you submitted your credit card information and received approval but before you submitted your application, it means the credit card approval information did not get to your online application.

The easiest solution is for you to submit the payment information again and submit your application. At the same time please send us an email and in the body of the email, please provide your applicant ID and the first 2 and last 4 digits of your credit number and the date(s) the charges were made.

Once we verify the duplicate payment transactions, we will issue a credit and advise you by email that we have done so. 

Please do not submit a chargeback to your credit card provider as this will prevent us from issuing a refund for the duplicate payment and delay your use of those funds.

The credit card processing system cannot charge your card twice. 

  • If you did not return to your online application to submit it (signing the signature page and clicking submit) after you received approval from your card issuer, your application status for application fee will indicate received, but your application status will read “Not Submitted.
  • It is also possible that you encountered an internet connectivity issue after your card was approved but before you were able to submit your application.

If you are facing a deadline, then you should proceed, once again, to the payment page and pay the application fee again.

If you are not facing a deadline, please send us an email and in the body of the email, please provide your applicant ID, the first two and last four digits of your credit card number and indicate the date you believe the charges were made. We will verify the charge, issue a refund immediately, and flag your application so that it can be submitted when you are ready.

If you did pay the application fee twice in order to submit your application by a deadline, please send us an email and in the body of the email please provide your applicant ID, the first two and last four digits of your credit card number and indicate the date the charges were made. We will verify the charges and issue a refund immediately. 

Please do not submit a chargeback to your credit card provider as this will prevent us from issuing a refund for the duplicate payment and delay your use of those funds.

To exit the system you will need to click the “X” on the browser page. This will exit you out of the credit card payment section and your online application. If you want to go back to your application, you will need to log back into your online application.

CID stands for “Card Identification.” This is a security code number which could be found on the back of your Credit Card next to your signature. It is usually a 3- or 4-digit number. This number is required to complete your credit card transaction.

If you received an error code, you most likely typed in the wrong credit card number. Click on your browser’s “Back” button twice to return to the Credit Card Payment Section and re-enter your credit card information.

Several things could account for this:

  • You may have entered incorrect information.
    1. Incorrect card number
    2. Incorrect expiration date for date format is not correct
    3. Incorrect security code (found on the back of your credit card)
  • You may have exceeded your credit line.
  • Your bank may be watching for unusual charges - you might receive an alert if this is the case.

Once you have resolved the issue, you can return to your online application and proceed, once again, to the payment section.

If you are trying to pay the application fee but cannot advance to the payment page or are receiving a message from https://www.myvirtualmerchant.com/VirtualMerchant/process.do indicating “Webpage not available” , it is possible that the IP addresses of your service provider are being blocked to prevent fraud.

You may wish to try accessing your online application using a VPN connection - that may work. 

If you are still unable to reach the payment page and you are ready to submit your application please call us at +1 203-432-2771 any time between 9:00 AM and 4:00 PM (EST) and have your credit card available and we will assist you with the payment of the application fee and submission of your application.

Before you call us please email us and in the body of the email include your online application PIN # and Password, your Billing Address Last Name, First Name, Street Address and  City.  Do not include your credit card number and CID.