REACHpay Setup (New REACH Clients)

REACHpay is a payment gateway directly from REACH that’s available to US-based nonprofits. We offer this PCI-compliant service through Stripe Connect. 

We strongly encourage you to read through all REACHpay documentation prior to completing setup.

If you are a new REACH client, meaning, you are new to REACH and will be using REACHpay as your payment gateway – please complete the following process: 

1 – Complete your setup as outlined here

2 – Once completed, email our Support team and request we enable your REACHpay transactions as noted here. Please also let us know if you’d like to enable ACH/EFT and/or multi-currency (optional). 

Note: ACH/EFT donations incur a $1 plus 1% transaction fee and multi-currency donations incur an additional 1% transaction fee.

3 – Go to Settings > Account Settings > Billing and ensure a payment method for your REACH account has been added. This will be required in order to complete the setup.

4 – Test your donations as instructed here.

5 – Review Admin Notifications for donation disputes as noted here.

6 – Notify supporters of your new payment gateway, suggested wording provided here.

7 – Request a PCI Transfer as noted here (optional).

8 – Cancel previous payment gateway (when applicable) as noted here.

Setup Instructions

Step 1: Click on Settings > Donation Settings > REACHpay. A modal will pop-up with guided instructions for you to complete.

Important Note: The fields on the modal must be filled out by someone with significant control and management of your business. 

Here is the information they will need to have on hand:

Please note additional information may be required. If so, please complete each field as requested. 

  • Employer Identification Number (EIN)
  • Verification information that they personally represent the business:
  • Legal name (used to verify identity)
  • Email address
  • Job title
  • Date of birth
  • Home address
  • Phone number
  • Last 4 digits of SSN (used to verify identity)
  • Once finished, click Confirm

Once the above information has been verified, you will then need to complete the following steps:

Step 2: Go to Settings > REACHpay > Officers tab, and add a minimum of two officers to your account and designate them as a Representative or an Executive. 

The Representative is the person authorized as the primary representative of the organization. This person has authority over the monetary funds within your organization and is typically your organization’s CFO, Treasurer, etc. This person will oversee donations and any potential donation disputes while using REACHpay as your payment gateway.  This person may require additional personal identification to be uploaded, if so, our system will notify you.

The Executive is an executive or senior manager with significant management responsibility for your organization. This person is typically an Executive Director, President or a CEO.

For each, you will need their following personal details: 

  • Legal name (used to verify identity) 
  • Email address
  • Job title
  • Date of birth
  • Phone
  • Last 4 digits of SSN (used to verify identity)

Note: Once entered, some of this information cannot be edited. If these edits are required, please email our Support team

Step 3: In the Payout Setup tab, add your organization’s banking information for your payouts and modify your payout schedule (optional). 

For the Payout Setup, you will need the following banking details: 

  • Bank name
  • Account Holder Name (a label for your reference)
  • Account Holder Type 
  • Routing Number
  • Account Number

Note: To edit this information, click Change Account.

By default, REACHpay’s payouts will be distributed daily on business days, with a payout speed of 2 business days. REACH will transfer funds to your banking account each business day. The funds transferred will be for the donations received two business days prior. 

Your Payout Schedule will be noted on your REACHpay Overview tab.  

To edit this information, go to the Payout Setup tab and click Change Payout Schedule. Next to Payout Frequency, you can choose Daily, Weekly or Monthly. Next to Payout Month Day, choose a number 1 – 31. This corresponds to the day of the month you wish to receive your payout.

Enabling Charges with REACHpay

As you go through the setup process, you will notice the Status area in the REACHpay Overview screen changes as each step is completed. Once your setup is complete, Charges and Payouts will both show as Enabled.

Once your setup is complete, email our Support team requesting to enable REACHpay transactions. At this time, please also let us know if you’d like to enable ACH/EFT and/or multi-currency (optional). 

Remember, ACH/EFT donations incur a $1 plus 1% transaction fee(rather than the 3.25% credit card fee), and multi-currency donations incur an additional 1% transaction fee.

Note: If you have not already done so, go to Settings > Account Settings > Billing and add a payment method for your REACH account. This will be required in order for us to complete the setup.

Testing Donations using REACHpay

As with any new payment gateway, we always recommend you run some test donations once REACHpay is set up.

To begin, first go to Settings > Donation Setup > Payment Gateway tab.

If REACHpay is successfully configured, you will see a screen as shown here. We then recommend running some test donations as both an Admin and as a Supporter.

To test from your Admin Console, go to Donations > + New Donation > complete an Online donation. Be sure to check that the donation was successful.

To test as a Supporter, go to your public REACH donation form and add a donation. We then recommend you review the donation in your Admin Console to ensure it is complete.

Review Admin Notifications for Donation Disputes

Should a donation be disputed, your organization’s account email is automatically sent an email notification that includes a link to review the donation details. 

We recommend that any other necessary admins also opt-in to Donation Disputes and Early Fraud Warning email notifications by following these instructions.

The email notification will list the reason for the dispute and the steps needed to take to resolve the dispute. Learn more on How Disputes Work.

Notify Supporters of New Payment Gateway

If you have previously been taking donations through a different donor management system or payment gateway, we recommend notifying your supporters of your switch to a new payment gateway. 

You can email all of your supporters directly within REACH. Refer to our Emails article to learn more.

Please note that if you enable ACH/EFT with REACHpay, any previous ACH/EFT payments are not transferred. Your supporters will need to manually link and authorize their US bank account and personal account.

To limit any questions or concerns, we recommend sending the following message:

We will be switching payment gateways for our online giving platform. This switch will result in lower transaction fees for online giving, and provide the opportunity for you to give using Apple Pay and Google Pay.

When using REACHpay, banks and card issuers have the final say in how transactions are listed on statements. Some donors will see your organization’s name, while others may only see REACH listed on their credit card statement.

During the transition process to REACHpay, as it would be with any transition to another payment gateway, there is also a verification process that tests whether the payment method we have on file for you is still valid. Some card companies will show this as a pending transaction on card statements. For example, the transaction could show as a $1 pending capture from REACHpay or REACH on your banking card statement. In these occurrences, there is no money charged and the pending transaction should disappear from the statement within a few days.

Requesting a PCI Transfer 

If you are a new REACH client and have successfully completed the REACHpay setup process, you can now request a PCI transfer of your supporters’ credit/debit card data into REACH so that recurring donations can continue uninterrupted.

Note:  Remember, as the supporter is required to authorize their US bank and personal account in the ACH/EFT setup process, US bank account(ACH/EFT) data cannot be transferred. 

The PCI transfer and setup process is optional and does incur a charge from REACH due to the time it takes for us to process the file and update your supporter information. The average cost for this service is $200 (2 hours at $100/hour) but could vary. If varied, we will notify you. 

The hours needed for the transfer must be purchased before the process can begin in REACH. The entire process could take a few weeks, as its dependent upon receiving a file from your previous payment gateway and REACH processing the file.

To get started, you will first need to contact your previous payment gateway and confirm they will transfer out your payment methods. 

Once that is confirmed, contact our support team. We will then guide you through the rest of the process.

Cancel Previous Payment Gateway

Once you make the switch to REACHpay, it is up to your organization to cancel your previous gateway when deemed appropriate.

While there will not be a need to maintain another payment gateway account once all supporter payment methods are transferred, it is up to your organization to decide when you are free and clear of everything tied to your previous payment gateway account. Once that is confirmed by your organization, you can cancel your previous gateway’s account on your own.

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