📝 Overview
Changing your bank account with CardPointe is a ticket away and can be started at any time. This article walks you through what information you'll need, what documents to prepare, and how to submit the request through the CardPointe Merchant Portal.
ℹ️ Before You Begin
Review the requirements below before starting your ticket to ensure a smooth process.
📋 Required Information
Have the following ready before submitting your ticket:
Old routing and account numbers
New routing and account numbers
Full Tax ID associated with the merchant account
Last 4 digits of the account owner's Social Security Number
⚠️ The ticket should be submitted by the account owner listed in CardPointe to best ensure a smooth verification process. Bank account change tickets may take up to 7–10 business days to be completed by CardPointe.
📎 Recommended Supporting Documents
It is strongly recommended to attach one of the following documents for the new bank account using the Add Attachment button when submitting your ticket. Providing documentation upfront can help expedite the verification process.
🔲 Void Check
Click here to learn about void check requirements
Click here to learn about void check requirements
The voided check must match the new bank account you're updating to and show your Legal Business Name or DBA on file, with the word VOID written across it.
If you don't have checks for this account, request a bank letter from your financial institution instead.
🏦 Bank Letter
Click here to learn about bank letter requirements
Click here to learn about bank letter requirements
A bank letter is an official document issued by your bank that confirms your business account details. You can request one in the following ways:
In person — The fastest option. Visit your bank to verify all required information is included and make adjustments on the spot if needed.
By phone — Call your bank's support line. Many banks can email a PDF copy directly to you.
By email — Some banks allow email requests, though it's recommended to follow up by phone to confirm receipt.
⚠️ The bank letter must include all of the following:
Bank letterhead
Legal Business Name or DBA
New routing and account number
Contact information for the bank representative
Signed and dated by a bank representative within the last 90 days
⛔️ Releasing financial adjustments or funds? These go to your withdrawal account. Make sure to select the correct new account type — Deposit & Withdrawal or Withdrawal Only — when submitting your ticket.
⚙️ How to Submit a Bank Account Change Ticket
Learn how to log in to the CardPointe Merchant Portal and submit your bank account change request.
Log in to your CardPointe Merchant Portal
Navigate to the Support tab and click Create Ticket.
If you have multiple merchant locations, double check the correct location is selected. A bank account change ticket must be created for each location you'd like to update the bank account information for.
Select Bank Account Change from the Reason dropdown.
Enter the required information in the requested fields. Pretty much all of this information will come from the bank directly.
New Account Type
Deposit and withdraw - this means you want to have deposits go in and fees withdrawn from the new account information you're providing. This is the most common option and fully removes the old banking information.
Deposit only - this means only deposits will go to the new account information provided. Fee withdrawal will still pull from the current bank information on file.
Withdraw only - this means only withdrawals will go to the new account information provided. Deposits will still go to the current bank information on file.
You will be asked for a digital signature to confirm the information provided, and as an extra layer of verification.
When finished, click Save to submit the ticket.
⚠️ Please Note: After submitting, CardPointe will begin the verification process and may request additional documentation.
Be prepared to provide any of the following if asked:
Voided check
Bank letter
Bank Account Change Form with a wet (handwritten/pen) signature
Photo of the owner's valid ID
🎬 Video Walkthrough
Click the arrow for a video that covers how to submit a bank account change ticket.
Click the arrow for a video that covers how to submit a bank account change ticket.
➕ How to Update an Open Support Ticket
Cardpointe may ask you for a void check, Bank letter, or Bank Change Form. Below are the steps on how to properly update the ticket with the requested information.
Click the arrow to learn how to update an open support ticket
Click the arrow to learn how to update an open support ticket
Log in to your CardPointe Merchant Portal
Navigate to the Support tab
From the list of tickets, if you're unsure of the ticket number, look at the status (Open or Pending), reason (Bank account change), and created date to ensure you're editing the most recent ticket if multiple exist.
Click on the Ticket ID of the ticket you want to update
Follow the steps below to update
Add an Attachment
Scroll down and click the +add attachment button
Locate the requested documents in your computer's files
Click the Upload Documents button to fully submit the doc to CardPointe
⚠️ Important
Add a comment on the ticket after adding an attachment. This ensures CardPointe puts the ticket back in the queue and reviews your submission.
Add a Comment
Scroll down to the bottom and click the Add Comment button
Type your message in the box. If CardPointe asks you to select a reason for your change, choose only one from the provided options. This helps them process your request correctly.
Click the add comment button on the left side to save your comment.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Will I get updates from CardPointe?
Click the arrow to see the answer
Click the arrow to see the answer
To ensure you don’t miss any important updates, we recommend enabling email notifications in your CardPointe account. This way, you'll be alerted as soon as CardPointe responds.
We’ve put together a helpful article that walks you through the easy steps to enable support ticket notification in Cardpointe
💬 Contact Us
Questions or issues with legal name and tax ID change tickets? Click on the button below for different support options!