FlexForms FAQs

Why use FlexForms?

Making forms and payment flows can definitely be a tedious task, with all the effort that needs to be put into making one. However, with the FlexForms Editor, creating forms and payment flows from scratch has never been easier. Open the FlexForms Editor, and create and perfect forms in a matter of minutes.

Edit your Payment Flows in a drag & drop manner and perfect them in a test environment before displaying them to your customers. Test forms against each other with our A/B Testing feature to see which one performs better.

Are you going to turn off the old forms?

We have no current plans to do so.

What is a Payment Flow?

A Payment Flow is the path that you set out for your customers. They will follow this path when submitting payments, and depending on their choices you will be able to send them to specific forms. So, you may want to cascade declining customers to other forms or payment processors, thus increasing your chances of making a sale. When a purchase is approved, your customer will be sent to an approval form, while a decline will send them on a different path.

It’s all about maximizing your chances of making a sale.

How do I delete a Payment Flow?

Payment Flows cannot be deleted. You may deactivate a Payment Flow by simply removing the link from your site. You can edit any existing Payment Flow to turn it into a new one at any time.

Can I integrate Google Analytics and AdWords with FlexForms?

You can integrate Google Analytics and AdWords with FlexForms in the CCBill Admin portal.In order to integrate Google Analytics with FlexForms, open the Forms Library window, choose a FlexForm and open the All Settings tab. Find the Google Analytics Code setting where you will be able to enter your Google Analytics Tracking Code for that specific form.

Note: More information on integrating Google Analytics with FlexForms can be found here: Using Google Analytics with CCBill

In order to integrate Google AdWords with FlexForms you will need to open the Forms Library section, choose a form, and open the All Settings tab. Click on the Approval Message link and enter your Google AdWords Code. (The var google_conversion_id value from the provided Google conversion tag.)

Note: More information on integrating Google AdWords with FlexForms can be found here: Google AdWords

Will my existing cascades work with FlexForms?

Cascades that you set up in the Traffic Manager will not work with FlexForms.

What's the difference between Sandbox and Live mode?

Sandbox mode is actually a test mode in which you can try out and rearrange things in a Payment Flow. Make test Payment Flows and perfect your forms before you promote them to the Live environment. No external users can access the Sandbox link, and any links that you receive from the Sandbox can only be used in the CCBill Admin Portal. Sandbox mode is meant for testing only.

On the other hand, Live mode is the environment in which your consumers will be able to access and use the forms you have created in Sandbox mode.

Note: More information on Sandbox and Live mode can be found here: FlexForms Sandbox

Am I in Sandbox or Live mode?

When working with FlexForm Payment Links, you will notice a toggle switch at the top of your screen. This switch will indicate in which mode you are working in. If the toggle switch is set to Sandbox mode, it means you are working in the default mode which allows you to create, edit, and perfect your Payment Flows and FlexForms.

If the toggle switch is set to Live mode, it means that you are in Live mode, and that you are not able to make any edits to these Payment Flows and FlexForms. This is the mode in which you can grab your Web Widget code or link URL and insert them into your site’s code.

How will I know if a FlexForm is approved for Live?

Easy! Go to the Forms Library and select a form. At the top of the Forms Library window you will find the Status of your FlexForm.

The Status will either be:

Selecting an image that has not yet passed Policy Review will mean that your form will have a Pending Approval Status until the image is approved for Live. The same goes for Product Description changes and utilizing a Custom CSS.

How long does it take for my URLs and Images to be approved by CCBill?

Typically no more than 48 hours. On a weekday during business hours, this could happen relatively quickly, but if submitted on a weekend it may not be reviewed until sometime on Monday.

How can I promote a Payment Flow to Live?

First you will need to check if the Payment Flow has been approved for Live. On the far right of every Payment Flow you can see the Status.

To push a Payment Flow to Live, click the Promote to Live button in the row of the flow you wish to promote. When you promote a payment flow to Live, toggle the environment switch to Live, and copy the Web Widget code or link URL from the Live environment, and paste it into your site’s code, so that consumers could access the FlexForm and make purchases from your site.

Why won’t the link to the Payment Flow/Web Widget code work on my site?

This happens most often if you attempt to use the URL or Web Widget code that you obtained from the Sandbox. Go back to the Flex Forms Admin and make sure to obtain the live code. Place the code on your site.

Why do some of my Payment Flows require a review while others I can promote to Live as soon as I’ve finished making them?

A Payment Flow will only enter the Pending Verification status if it contains an Image, Product Description, or Custom CSS that has not already been reviewed by Compliance.

Will I be able to make modifications in the Live environment?

No, the Live environment is NOT meant to be used for making modifications to Payment Flows. You may want to copy your Live Payment Flow to Sandbox mode in order to make modifications, and promote it to Live.

Sandbox Mode is the environment meant for creating, tweaking, and perfecting Payment Flows.

Note: Some modifications may be subject to approval by CCBill.

I sent a link to a colleague to test my Payment Flow but they are reporting that the link won’t work. What’s wrong with my link?

Most likely you sent a link to a Payment Flow that you retrieved from Sandbox Mode. Sandbox links and Web Widgets will only work for the user that created them and only while they’re logged in to the CCBill Admin Portal.

How can I preview a FlexForm?

You may preview a FlexForm in the Forms Library; just click the Preview Payment Form button. This only represents the major changes you have made to your FlexForm. Fully view your settings by testing the TEST FlexForm ID link.

What happens when I promote an edited form to live?

Promoting a Form to live will update that form in all existing Payment Flows that contain that form.

Can I use my own CSS?

Yes, you can create and use your own CSS for FlexForms. You will need to start with the default CSS file, and edit it accordingly. You can find the default CSS code here.

How many images can I add to a FlexForm?

The maximum number of images may vary depending on the layout you choose for your FlexForm.

Can I delete a FlexForm?

You CANNOT delete a FlexForm, but you can deactivate it, thus rendering it inactive. An inactive FlexForm will be skipped in a Payment Flow. To deactivate a FlexForm:

Is there multi-language support?

FlexForms rely on several factors in order to determine which language and initial currency to display to consumers. Additionally, your customers can change the language of a FlexForm anytime they want to. However, variables such as Product Descriptions will NOT be translated to match the form language selection.

Supported Languages
KoreanTraditional ChineseSimplified Chinese
Português BrasileiroHindiSvenska

You can expect support for more languages soon!

Is there any way of integrating FlexForms with third party processors?

Yes, you can integrate FlexForms with virtually any third party payment processor. When creating a Payment Flow you may send your consumers to any external or internal link, which basically gives you the opportunity to send them to a third party payment processor form. However, information will not be passed on to Third Party Payment Forms (URLs) if you don’t set the parameters in the URLs Library.

Use the URLs Library to manually set up third party payment processors, and to even return a consumer back to FlexForm.

For more information on setting up things in the URLs Library visit this page.

What is Dynamic Pricing?

Dynamic Pricing is a feature which enables you to create new pricing options on the fly by passing variables into a CCBill FlexForm. This can be done in two ways:

For security reasons, an MD5 Hex Digest is used to validate the input of variables.

In order to allow Dynamic Pricing for a FlexForm you will need to select the form in the Forms Library, open the Pricing Setting option, and check the Allow for Dynamic Prices to be passed to form check box.

Note: For a list of variables and information on generating the MD5 hash, visit this page: Dynamic Pricing

What is A/B testing, and what are the benefits of having this feature in a Payment Flow?

Basically, A/B testing enables you to test against each other two or more forms in order to see which one performs better. Our system will then present the forms in a round-robin format to consumers.


If you have 3 forms in an A/B test group, the first time that group is called out in a Payment Flow the first form will be shown. The next unique visitor will be shown the second form, the third consumer will be shown the third one, and after that the A/B group will start over again.

Some of the benefits are:

What is the URLs Library?

Every URL you add in a Payment Flow will be inserted into the URLs Library. Here is where you can add Name/Value Pairs which will enable you to pass information on to third party payment processors. Basically, it enables you to manually set up what you need to make third party payment processors work.

For more information on Name/Value Pairs visit this page.

What is the Image Library?

Every image you upload to FlexForms will be stored in the Image Library. View your images and check whether they have been approved for Live. The Image Library also enables you to add new images by clicking Upload New Image. Pop up the Image Library by clicking the Image Library button in the top right of the FlexForms Payment Links page.

There are some rules to formatting your images before uploading. Read more about how to format your images here.

Why wasn’t my Affiliate credited for a transaction that was approved by a third party processor set up in a Payment Flow?

You need to set up a FlexForms cascading payment flow. Instructions on how to set things up can be found in the Cascade Setup for FlexForms section of the Knowledge Base.

Do I have to replace a widget code on my live website when changing widget properties?

You needn’t replace the widget code. Just promote it to Live when ready.

What is GeoIP?

The FlexForms system has a built-in geo-targeting feature – GeoIP. This feature detects the geographical location of the consumer so that they are presented with a form in their native language and currency (if supported). The system does not solely rely on GeoIP. It will look at a few separate items in order to determine the language and currency initially displayed.

What is CCBill Pay?

CCBill Pay is CCBill's own payment method. If your consumers opt for CCBill Pay, they will have the opportunity to store up to 25 payment methods on our online service, and make quick and easy payments just by logging in to their CCBill Pay accounts.

CCBill Pay
The CCBill Pay option is available only if the form is in English and if the selected payment method is a payment card or ACH Online Checks.

General FAQs

How do I sign up for CCBill services?

Merchants can start accepting payments from consumers worldwide in a matter of days through CCBill's online application. Whether your business is located in the United States, Canada, European Union, United Kingdom or elsewhere, applying for CCBill payment processing is just a few steps away.

Before you begin, there are a few things you will want to have available:

The information you provide in your application must match the information in the submitted identification documents.

How do I know when my merchant account is ready?

After a successful compliance review and an initial account setup, CCBill will send you a Welcome Email with your User Name, Password, and Account Number included.

How can I change my merchant account information?

CCBill provides online account change forms. Follow the link and select the appropriate form based on which account information you wish to update.

Are there any guidelines I should follow for my site?

CCBill maintains a list of Acceptable Use Policies for your reference.

Can I process payments for customers worldwide?

Yes, CCBill processes payments globally and supports customers with local currencies, payment options, and languages. See CCBill's smart checkout features for more information.

Can I process payments for various business models (e.g., membership site and selling tangibles)?

Yes, you can process payments for various business models. CCBill offers online payment services for nearly every type of industry, business model, and risk category. These include:

Can I use a single subaccount to sell subscriptions and tangible goods?

Due to system banking rules, and because of practical reasons in dealing with multiple business models, subscription-based business models and tangible goods business models cannot operate on the same subaccount. Besides the rules stipulated by our fraud management team, keeping things separate will help you track transactions and maintain your account organized.

If you're operating multiple business models, please create separate subaccounts for each business model. Refer to the Create Subaccount KB article for more information.

Do I need additional software to use CCBill as a payment processor?

No. Our system is designed as a standalone solution for subscription and ecommerce payment processing and fraud protection. CCBill provides supported integration options through our Integration Partners Program. Before purchasing any software, contact CCBill Support and one of our Support Representatives will explain your integration options.

How do I track transactions?

We offer various tools and reports that allow you to track all of your transactions in our Admin Portal. Explore CCBill's comprehensive Reporting System.

I have an employee that handles my technical problems, can I have them call support instead of me?

Absolutely. You will need to complete the Account Authorization form located at the URL below to authorize an individual for access to technical support from Merchant Support.

Account Authorization Form

If you need assistance with this form please do not hesitate to contact Merchant Support.

How can I contact CCBill Support?

The contact information below is for existing merchant inquiries:

Sales Support

If you do not already have an existing merchant account, please contact our Sales Department for assistance:

Affiliate Support

The contact information below is for existing affiliate inquires:

Corporate Address

Address: 2353 W. University Dr. Tempe, AZ 85281-7223
Phone: 480.449.7751

Visa and Mastercard Payment Processing FAQs

What is an PSP?

A Payment Service Provider (PSP) enters into a contract with an Acquirer (Merchant Bank). The PSP handles payment processing, risk management, and compliance to ensure all transactions adhere to relevant laws and strict regulations, such as PCI (Payment Card Industry) data security standards.

PSPs register sub-merchants (website owners) and enable them to accept and settle transactions without needing to establish direct relationships with acquiring banks. As a result, sub-merchants can focus on core business activities.

How do I register to accept MasterCard and/or Visa for transactions with CCBill?

New CCBill merchants can complete the Merchant Application process and apply for Visa and/or Mastercard payment processing by agreeing to the MasterCard and/or Visa terms during that process.

If you are an existing CCBill merchant and wish to add Visa and/or MasterCard processing to your CCBill account, please contact CCBill Merchant Support.

What is the difference between a high risk and a low risk merchant accounts?

High risk is a term used by financial institutions to classify specific business models based on those models' overall history of chargebacks, returns, and refunds. High risk business models are burdened with higher levels of abuse carried out by both businesses and consumers.

If your business is considered high risk, it doesn't necessarily mean that it is at a higher risk of chargebacks and refunds. It only means that your business model is classified as high risk.

For further details, read our article on Risk Differences Between High Risk and Low Risk Accounts and our blog post on High Risk Merchant Accounts.

Why do high risk merchants have to pay an extra registration fee?

Card associations estimate that high risk merchant accounts cost more to manage than low risk accounts. High risk business models often incur higher chargeback rates and require close monitoring for fraud. Additionally, high risk businesses need to adhere to more card association rules and regulations.

The annual registration fee helps card association rules offset the costs associated with high risk payment processing and ensures that participants are responsible industry members and business people, and provides more transparency.

Does this registration fee go to CCBill?

No. While CCBill accepts the fee from you, the entire annual registration fee is immediately sent to credit card associations.

Do I have to pay an annual fee for each URL I own?

No. Visa and MasterCard require the annual registration fee to be paid for each Merchant account. Paying the annual registration fee enables you to accept Visa and MasterCard for processing on your main account and all of your subaccounts.

Do I need to make two Visa and  Mastercard registration payments if I have two CCBill Accounts?

A business entity with multiple merchant accounts may be eligible for a single card brand registration fee if the principal and business information are the same. For more information, please contact Merchant Support.

How Do I Renew My Card Brand Registration?

Mastercard Renewal

Your account may qualify and automatically be placed on an installment plan depending on sales volume and other factors.

CCBill automatically deducts the $500 renewal fee from your main account balance in installments of $100 for 5 weeks.

Installments begin 5 weeks prior to your anniversary date so that the total amount is collected before the anniversary date. If you want to keep using the service, simply do nothing, and we will auto-renew your MasterCard registration.

Alternatively, you may be required to pay the renewal fee by credit card or cashier’s check/money order. Sixty days before your anniversary date, you will be sent an email that provides instructions for the payment of your MasterCard renewal fee.

Visa Renewal

Instead of paying a one-time $500 Visa Renewal fee manually, you may qualify to pay the fee in 6 weekly installments. CCBill automatically deducts $83.33 from the main account for five weeks and then $83.35 for the final week.

This option is enabled by default if:

The Visa renewal process begins approximately three months before your anniversary date. You will be sent an email that provides detailed instructions for the payment of the Visa renewal fee.

Can I renew my Visa or Mastercard registration manually?

To manually renew your Visa registration:

  1. Log in to the Admin Portal.
  2. Open the Reports mega menu.
  3. Select By Topic Accounting.
  4. Choose the Account Overview report.
  5. Find and select the Visa Renewal link.

Just like with your initial registration payment, you may pay online with a credit card, or with a money order. Personal checks are not accepted.

To manually renew your Mastercard registration please contact CCBill Merchant Support. A Merchant Support Representative is going to provide you with a Mastercard Renewal payment link.

What If I am late with my Visa or Mastercard renewal fee?

CCBill informs merchants that their annual Visa or Mastercard registration has expired by sending weekly email notifications to the email address on file.

Typically, Visa and Mastercard registrations are canceled in between the 2nd and 3rd email notifications. If that happens, you will be required to manually pay the $500 USD Visa or Mastercard registration fee.

CCBill strongly encourages you to renew your Visa and Mastercard registrations on time.

Disclaimer: CCBill has no control over Visa or Mastercard acceptance of applications for Sub-Merchant status nor the renewal of that status.

How can I view my Visa and Mastercard payment history?

In order to check your Visa payment history:

  1. Log in to the Admin Portal using your credentials.
  2. Open the Reports mega menu, please.
  3. Find and select the Account Overview report.
  4. Select the Visa Payment History link. The report will display your Visa payment history, renewal deadline and dates.

Please contact CCBill Merchant Support to receive an overview of Mastercard fee payment history.

Which countries are supported for Visa and Mastercard processing via CCBill?

CCBill is a member of the Visa Sponsored Merchant Program and the MasterCard Payment Facilitator Program, and in order for Merchants to accept and process Visa and/or MasterCard transactions with us, you need to have a business and legal presence within a designated region (U.S., Canada, or a Europe participating country). As part of the application process, you shall be asked to provide valid proof that you are based in a country that falls within one of the participating Regions.

Merchants based in the U.S., Canada, EU, U.K., or elsewhere can join in easily!

Full list of countries designated for any processing via CCBill:

AndoraAustriaBear Island
Channel IslandCyprusCzech Republic
DenmarkEstoniaFaroe Islands
Isle of ManIsraelItaly
PortugalRomaniaSan Marino
United KingdomUnited StatesVatican City

What information does CCBill share with Card Brands?

Under card brand regulations, PSPs are required to provide card brands with each sub-merchant's monthly sales, chargeback, and credit data for each of the sub-merchant's billing URLs.

After review of this information by card brands, the sub-merchants who are out of compliance on chargeback ratios may be terminated at the discretion of card brands.

What if I don't want to process Visa and/or MasterCard payment cards?

CCBill offers processing payments with other global and regional payment cards and methods, such as Discover, JCB, Diners Club, Maestro, ACH Online Checks, EU Debit, SEPA Direct Debit, and DirectPay EU.

CCBill Pay Merchant FAQs

What is CCBill Pay?

CCBill Pay is an online service which enables consumers to store up to 25 payment options. When making transactions through a FlexForm, consumers can choose to complete a purchase with CCBill Pay. All your customers need to do is log in to their account and confirm the purchase, thus making the buying process safer, quicker, and easier.

CCBill Pay Merchant Faqs heading

How does CCBill Pay work?

CCBill Pay is offered on every FlexForm at checkout along with every other payment method, and it works perfectly on every device. The initial release of CCBill Pay only supported payment cards as the payment method. We are now proud to announce that CCBill Pay supports ACH Online Checks as an additional payment option. English is the only supported language in the current version of CCBill Pay.

  1. Your consumers can create a CCBill Pay account anytime they are making a transaction via CCBill’s FlexForms. However, CCBill Pay will NOT be displayed as a payment option if the consumer doesn’t select English on the FlexForm.
  2. Once their account has been activated, consumers can add up to 25 payment methods.
  3. Every time they make a transaction from a FlexForm, they will have the opportunity to pay with CCBill Pay. All they have to do is enter their account credentials and confirm the purchase.

Who provides support for CCBill Pay consumers?

CCBill’s Consumer Support department will provide full support (24/7/365) to CCBill Pay consumers.

How can my consumers get help with CCBill Pay accounts?

Your consumers will be able to get help from CCBill at every step of the way, using the method most convenient to them.

What benefits do consumers get from CCBill Pay?

Consumers get a quicker, easier, and safer payment method in addition to detailed insight into the subscriptions they have purchased and complete control over their transactions and stored payment options.

Is CCBill Pay safe for consumers?

Just like with our regular payment methods, CCBill works hard to protect the security of your consumers. We have been a trusted online payment processor since 1998 and CCBill Pay is a product of our expertise and experience.

Customer information is stored on secure servers and encrypted using secure socket layer (SSL) technology. CCBill Pay accounts are constantly monitored and consumers are notified if any changes take place.

In which countries is CCBill Pay available?

CCBill Pay is available worldwide.

Are there any fees associated to offering CCBill Pay?

There are no additional fees associated to CCBill Pay.

Is the service suitable for multiple currencies?

All currencies available with FlexForms are available with CCBill Pay as well.

Available CurrenciesAvailable Currencies

What type of payment methods can be stored in CCBill Pay?

During the initial release of CCBill Pay, payment cards were the only supported payment method. However, we have added ACH Online Checks with account validation as an additional payment option. You can expect a wider range of payment methods with a future release of CCBill Pay.

Is it safe to offer ACH as a payment method with CCBill Pay?

ACH transactions processed using CCBill Pay are the transactions coming from accounts where users need to verify their email and payment information. Since these consumers have to confirm they have the ownership of the bank account, every subsequent ACH transaction they make with CCBill Pay is of the lowest possible risk for Merchants. Accepting ACH as a payment method through CCBill is not only safe but also easy for consumers to complete. This increases checkout conversions for our Merchants while dropping failure and chargeback rates.

How do consumers verify their bank accounts?

Once a consumer saves their bank account information through a FlexForm or CCBill Pay admin, they receive an email to verify their new payment method. CCBill makes two (2) small deposits to their bank account. Consumers need to enter the two amounts (in cents) in the CCBill Pay to verify they are the owners of the bank account in question.

ACH Verify Bank Account window

How long does it take to see a deposit on the bank account?

Consumers will immediately see the deposits on their bank account statements. This may vary from bank to bank, but should not take longer than a few moments.

Is there a notification when a consumer validates their bank account information?

Yes, if a consumer enters valid amounts in the Verify Bank Account prompt, the system shows This Account is Verified next to the bank account in question. CCBill also sends an email as a follow-up notification for this action.

Is there a time limit for ACH account verification?

Consumers have four (4) business days to verify the bank account information using the deposits CCBill made to their accounts.

Are there any reminders if consumers forget to verify their ACH account?

There are three (3) email notifications as follow-up reminders. When consumers log into CCBill Pay Admin and go to the Payment Options section, the system also warns them with the message This Account is Not Verified.

In addition to that, if consumers try to use an unverified ACH account on a FlexForm as a payment method, they will get a notification that the account is not verified.

Can I only accept ACH transactions from verified bank accounts?

Yes. If you decide to accept ACH as a payment method, this is going to be possible only through validated CCBill Pay accounts with verified bank accounts.

Is the initial ACH transaction going to fail if the bank account is not verified?

If consumers go through adding a bank account to CCBill Pay as they are checking out, the initial transaction is not going to fail if the bank account is not verified immediately.
Even if for some reason a consumer cannot verify their account at that moment, they are able to complete the purchase. The system is verifying that information so that future transactions are processed through a verified ACH account.

Does CCBill pull back the deposits used for ACH account verification?

Yes, we do. After a certain amount of time, the two amounts will be withdrawn from the consumer’s account.

Can consumers create a new CCBill Pay account using the unverified ACH bank account information from another CCBill Pay account?

No, consumers cannot use an unverified bank account information to open another CCBill Pay account. The CCBill Pay system does not allow these consumers to process any other ACH transactions using the bank accounts they have not verified.

What happens if a consumer enters a wrong routing number?

The system automatically recognizes the originating bank for the routing number in question and shows the bank name below the field. This way, consumers can see in real time if the routing number is correct and make any adjustments if necessary.

How many ACH accounts can consumers add per CCBill Pay account?

The maximum of three (3) ACH accounts can be added per CCBill Pay Account.

Can consumers change from ACH to another payment method for active subscriptions?

At the moment, consumers cannot change from ACH to another payment method for active subscriptions tied to that ACH account. We are working to implement this feature in the upcoming releases of CCBill Pay.

What benefits do I get from CCBill Pay?

CCBill Pay was designed to benefit your business in many ways:

All of these improvements will enhance revenue growth and will increase brand awareness.

Where can consumers find documentation for CCBill Pay?

Consumer documentation for CCBill Pay can be found in CCBill’s Consumer Knowledge Base, and consumers will be linked to the Consumer Wiki from within their CCBill Pay account.

You may direct all of your consumers to our consumer documentation if they have any inquires or concerns regarding CCBill Pay.

Will CCBill Pay work with Legacy Forms?

CCBill Pay works exclusively with FlexForms and it is NOT supported by CCBill’s Legacy forms.

So, what is FlexForms?

FlexForms is a result of CCBill’s continuous effort to create a completely new form system, one that offers merchants and consumers more features and options. Evolve your business with FlexForms by using its many features to create custom cascades, route traffic, conduct testing in order to raise your conversion rates, and reap the benefits of reaching a larger group of buyers.

Read more about FlexForms and Smart Checkout.

Can I opt-out of CCBill Pay?

Merchants will not be able to opt-out of CCBill Pay. CCBill Pay will be presented to consumers, just like any other payment method.

If you have any concerns or inquiries, contact Merchant Support.

What do I need to do in order to implement CCBill Pay?

Current FlexForms Users:

CCBill Pay has been implemented within every FlexForm. Everything is up and running, so there is no need for you to make implementation plans.

Users who haven’t switched to FlexForms:

Merchants need to make the transition onto FlexForms in order to enable CCBill Pay. On how to create and implement FlexForms on your site, refer to the FlexForms Quick Start Guide.

Will I have less control over my forms with CCBill Pay?

You will still have complete control over your forms in the CCBill Admin Portal, and you are completely free to organize your payment flows, insert images, set the layout, and create custom themes.

What if I have a custom FlexForm?

Custom forms are unaffected except for the addition of the links for CCBill Pay. If you have any concerns or need help with custom forms, contact Merchant Support.

Has anything changed in the payment process with CCBill Pay?

Nothing has changed. The complete payment process has remained the same, but the overall consumer experience has been improved. Additionally, nothing has changed concerning the way you receive your earnings.

CCBill Pay Email Template
Consumers who pay through CCBill Pay will receive emails with the updated CCBill Pay email template instead of the existing CCBill template. (The only exception being Subscription Canceled emails.) Merchant configured emails and settings will not be impacted.

How can I identify CCBill Pay transactions in my merchant report?

Detailed reports on the number of your transactions conducted through CCBill Pay will be provided with the release of an update for CCBill Pay.

Will I have fewer features with CCBill Pay?

Every feature available to you now is available with CCBill Pay. It does not remove any of your options, it simply offers a more convenient buying experience for your consumers.

Are consumers required to use CCBill Pay?

They do not have to create a CCBill Pay account or make transactions via CCBill Pay. Consumers can opt for any other available payment method offered on your FlexForm by selecting the ‘’Pay as Guest’’ option.

I have a question that’s not listed in the FAQs…

If you have a question that’s not listed in the FAQs you can contact Merchant Support for further clarification. Our Support Team members are ready to assist you 24 hours a day, 7 days a week.

Affiliate FAQ

Getting Started

How Do I Get Credit For a Sale?

Becoming an Affiliate of a Sponsor Program allows you to refer consumers or traffic to the Sponsor in return for incentives. The CCBill Legacy Affiliate program gives the Merchant the ability to provide Percentage-Based or Flat Rate incentives for each sale that you refer to them. This is accomplished by having a consumer click on an Affiliate Referral Link and then registering to the Sponsor Account.

A sponsor is a person or entity that provides financial compensation to an affiliate in return for the referral of new consumers to their site. This compensation is typically in the form of a portion of the revenue generated from the referred sale.

We track consumers primarily through a Cookie. In this case, a Cookie is an Internet tracking device that is saved in a browser and then tracked before and after a consumer sale. This Cookie can track anywhere from 3 (default) to 255 days, depending on Sponsor Program settings. If the consumer does not accept third-party cookie tracking data, we have redundancy that will track the sale for that consumer for 24 hours.

How Can I View My Settings?

To view your Payout settings, click Reporting settings and/or signup date:

  1. Sign in to the Admin Portal
  2. Click Legacy Affiliate
  3. Click Tools
  4. Click View (next to your Affiliate ID) beneath the Program Details Column.

How Can I Register For a Program?

Once you find a Sponsor who supports the CCBill Legacy Affiliate program, you will be requested to sign up to the CCBill Legacy Affiliate System. You can do this either by creating a new account OR by logging in with your pre-existing Legacy Affiliate ID.

If you log in using your pre-existing Legacy Affiliate ID, please see the What is Affiliate linking? topic for more details.

A program is set up by a sponsor as a means to recruit affiliates. It typically contains the ability to sign up an affiliate, obtain referred traffic, making sales, and paying affiliates for referrals and can be sale- or click-based.

If registering for the first time, select Create a New Account to proceed. You will be taken to a secure CCBill Affiliate Registration page where you will enter some personal information that we store for verification and reference purposes. Once you register, you are emailed a unique Affiliate ID and the Username/Password you've selected will give you access to our Affiliate login page.

To access the Affiliate Admin:

  1. Browse to https://admin.ccbill.com.
  2. Click to select "Affiliate" in the Sign In As drop-down menu.
  3. Enter your credentials.
  4. Click Sign In.

How Can I Locate Other Affiliate Programs?

CCBill Sponsor Programs are available through thousands of websites. We currently do not have a database to help locate CCBill Sponsor programs, but you can usually find them through industry forums or web searches.

An asset is anything being sold by a sponsor. This could be a subscription, a video download, access tokens, or other assets that can be sold according to the terms and conditions.

Where Do I Get the Link Code?

  1. Sign In to your Affiliate account.
  2. Click the Legacy Affiliate tab.
  3. Click Tools.
  4. In the Banners column, select the Get Banners option next to the program you want to generate banners for.

How Do I Locate More Promotional Material Like Banners and Galleries?

These tools are provided by the Sponsor of the Affiliate program.

Sponsors often group of programs and/or marketing materials for reporting purposes.

How do Linking URLs Work?

Our linking URLs contain information such as your Affiliate ID and the Merchant/Sponsor ID.

  1. When a customer clicks on the linking URL, they are sent to our Affiliate system, which creates a cookie in their browser.
  2. Our system collects their information and also registers a click within our system.
  3. Our system then redirects the customer to the Merchant/Sponsor's website.
  4. When the customer lands on the payment form, the cookie within their browser inserts your Affiliate ID into the payment form, so you receive credit for the sale.

How Can I Contact You For Help?

Affiliate Support can be reached through the following means:

Account Settings

How Do I Edit My Account Settings?

  1. Sign in to the Admin Portal to change your Name, Address, Email Address, Company Name, Site URL, and/or general account settings.
  2. Select Tools > Tools > Edit (next to your Affiliate ID) under the Profile Column.
  3. Changing the Check Name, Country, or Tax ID requires completion a Name/Address Change Form.

I Am Receiving a Different Payout Amount For a Program Than I Used To. Why?

The percentage/flat fee that Affiliates get paid is determined by the Merchant/Sponsor, and only they can change these settings. You will need to contact the Merchant/Sponsor for more information about why it was changed.

I am receiving an IP Locked error, what does it mean?

The IP Locked error indicates that you have attempted to sign in 3 or more times unsuccessfully. Your IP lock will be reset after 15 minutes of inactivity. If after the 15 minutes, your IP is still locked or you continue to have issues logging in, please contact Affiliate Support.

I Want To Join a Sponsor Partner Bonus Program. Where Can I Find The Linking Affiliate URL?

The linking URL needed to send other Affiliates for the Partner Bonus Program is the same Linking URL you use to send customers to the Merchant/Sponsors website.

How Do the Variables in Link URLs Work?

In the Admin Portal, https://admin.ccbill.com/ -> Legacy Affiliate, under 'Tools -> Get Banners' you are provided a block of HTML that allows you to refer consumers to the Sponsor Program for credit.

The HTML looks like:

<A HREF="http://refer.ccbill.com/cgi-bin/clicks.cgi?CA=929487-0000&PA=2272329&BAN=0">

Depending on Sponsor Program settings you may also see the IMG SRC value populated. If you cannot find a banner for the program you may want to check directly on the Sponsor Programs website for marketing tools:

<A HREF="http://refer.ccbill.com/cgi-bin/clicks.cgi?CA=929487-0000&PA=2272329&BAN=0">
<IMG SRC="https://domainnamehere.com/00/logo0.gif" BORDER=0> </A>

This code is provided in the Admin Portal, however, the important link that can also be used is:


Now to break that down we see:


This is the script that runs to track the sale!

See the What is Affiliate linking? topic for more details.

To receive credit, the PA value must be registered to the CA value.

What is Affiliate Linking?

Affiliate Linking is the process of tethering CCBill Legacy Affiliate IDs together for Accounting and Reporting purposes. This is accomplished through the process of Linking and Unlinking.

Linking can occur in two ways:

Unlinking is done manually by contacting our Support Representatives at affiliatesupport@ccbill.com.

Linking works by defining one of your Affiliate accounts as your 'Main Affiliate ID'. This ID is the ID you'll use for:

It's important to note that every Legacy Affiliate Sponsor Program you register to will have a unique Legacy Affiliate ID which is tied directly to that program. To receive credit on a referral, your Legacy Affiliate Sponsor Program account number must match your unique Affiliate ID account number. To break it down into a simple example your Affiliate linking code must look like:


and NOT


Ensure you're using the correct, unique, Legacy Affiliate ID that matches the Legacy Affiliate Sponsor Program you signed up to, even if you link two Affiliate accounts together. For example, if you linked Affiliate program (A) to Affiliate program (B) you still need to use Affiliate program (A) on Sponsor Merchant program (A).

What is Append Data on Redirect?

Append Data on Redirect modifies the Redirect URL (or if you have multiple redirects enabled, the value for HTML=) to contain the CA and PA values from the Affiliate Linking Code.

For example:


When this URL is be clicked with the Append Data on Redirect feature enabled you will be taken to


Without the Append Data on Redirect feature, you would just be taken to http://sitenamehere.com

This feature allows you to redirect to a specific script on your site and collect those values for additional tracking or metric purposes.

How Can I Unlink My Affiliate Accounts?

You will need to contact Merchant Support to have any Affiliate accounts unlinked.

Can I Send Customers To a Different URL Than the Standard Linking URL Sends Them To?

If the Merchant Sponsor has enabled Multiple Redirects within the Affiliate account, Affiliates can add this variable to the end of your linking URL and send the customer to any URL you would like.


If the Merchant/Sponsor does not have this feature enabled and you would like to utilize it, please contact the Merchant/Sponsor directly to request this feature.

My Linking URL is Not In The Same Format as the Get Banners Section and Doesn't Work. How Can I Fix This?

At this time, we simply provide the Merchant/Sponsor with the tools to create and run their own Affiliate program within our system. When a Merchant/Sponsor provides different linking codes other than what the Admin Portal provides, we cannot guarantee the functionality of these links, nor can we provide support for them. Please contact the Merchant/Sponsor for assistance.

If I Link My Affiliate Accounts, Can I Use My Master Affiliate ID Within the Linking URL For All Affiliate Accounts?

No. Our system is very particular about having the specific Affiliate ID match the specific Merchant/Sponsor ID within each linking URL. If the Affiliate ID does not match for the specific Merchant/Sponsor ID, no clicks/sales will be credited to your account.

How Can I Deactivate My Affiliate Account?

To have your account(s) deactivated, you will need to email support affiliatesupport@ccbill.com and request for the deactivation of the account(s).

I Am Receiving an Error - Unable to Authenticate - When I Try To Log In

The Unable to Authenticate error indicates that one or more of the following fields you have entered is incorrect:

Generally, when this occurs, the password is incorrect, or there is a space at the beginning or end of one of the variables entered.

To resolve this, refer to the signup email you received when you signed up for this account. It will provide your Affiliate ID, Username, and Password.

If sign-in problems persist, you can attempt an automatic password reset by clicking on the Reset Password link on the Sign In page. If you have followed these recommendations and issues still persist, please contact our Affiliate Support.

I Accidentally Signed Up For the Same Program Twice. Can One Be Deleted?

You will not be able to delete the program, but we can suspend/deactivate the duplicate Affiliate sign-up and unlink it from the main Affiliate account.

You may wish to receive fewer emails and/or communications from a sponsor. In the event that you wish to do so, there is an option to Opt-Out of sponsor emails in the Manage Programs area of the Affiliate Admin.

I Was Notified That My Affiliate Account Has Been Deactivated. Can You Explain Why?

When your account is deactivated, you will receive an email indicating why this deactivation has occurred. There are three reasons account/s are deactivated:


I Have Banners On Multiple Websites. How Can I Track Which Banners Get Which Clicks?

At this time, we do not have the ability to provide this information. As a solution, we suggest setting up multiple Affiliate accounts for each website/banner you intend on using for the same Merchant/Sponsor account. This will allow you to have separate reporting for each Affiliate account.

The Form Hits report displays the total number of Web hits on a Join Form associated with a sponsor Asset.

Please note that some Sponsors will not allow you to have more than one Affiliate account per program.

How Can I View My Account Payout Settings?

To view your Payout settings, Click Reporting settings and/or Sign Up Date:

  1. Sign in to the Admin Portal.
  2. Click Legacy Affiliate.
  3. Click Tools.
  4. Click View (next to your Affiliate ID) in the Program Details Column.

How Can I View My Past and Current Payments?

To view the payments, you have received or are due to receive, use the Check Amounts report.

To view the report:

  1. Sign in to the Admin Portal.
  2. Click Reports.
  3. Click Check Amounts.
  4. Select the appropriate Date Range.
  5. Click Lookup.

If the report does not display any dates within the date boxes, this indicates no payments have been issued, and no payments are scheduled to be sent.

The date provided within the Check Amounts report results is for the first date of the billing cycle. Add 16 days from the date to determine the date the check was/will be issued.

How Can I View the Number of Clicks My Account Has Produced?

To view the clicks your banner/Affiliate account has produced:

  1. Sign in to the Admin Portal.
  2. Click Reports.
  3. Click Clicks.
  4. Select the appropriate Date Range.
  5. Click Lookup.

A New Sale is when you refer a consumer to a sponsor's site for the first time and they purchase a subscription.

You can break this down by the Date or the Affiliate account producing the clicks by clicking on either option within the Breakdown by column.

How Can I View the Number of Conversion Sign Ups and Rebills My Affiliate Account Has Produced?

To view the Number of Conversion Sign Ups and Rebills your Affiliate account has produced:

  1. Sign in to the Admin Portal.
  2. Click Reports.
  3. Click Conversions.
  4. Select a Date Range.
  5. Click Lookup.

Rebills are subsequent charges for subscriptions billed to consumers after the "new sale".

You can break this down by the Date, Sub Account, or Affiliate account producing the clicks by clicking on either option within the Breakdown by column.

How Can I View the Number of Referred Affiliate Sign Ups and the Revenue My Affiliate Account Has Produced?

To view the number of referred Affiliate Sign Ups:

  1. Sign in to the Admin Portal.
  2. Click Reports.
  3. Click Referred Affiliates.
  4. Select the appropriate Date Range.
  5. Click Lookup.

Refunds are given by sponsors or customer service for several reasons and are counted as negative transactions.

How Can I View the Number of Transactions My Affiliate Account Has Produced?

To view the number of transactions you have produced for your Affiliate account:

  1. Sign in to the Admin Portal.
  2. Click Reports.
  3. Click Transactions.
  4. Select an appropriate Date Range.
  5. Click Lookup.

You can break this down by the Date, Sub Account, or Billing Type by clicking on each option within the Breakdown By column.


Payout Options


CCBill recommends ACH to all U.S.-based merchants, as it is the most cost-effective payment delivery method. If you want to switch to ACH, please fill out the Payout Options Update Form and select the ACH option, providing information for your U.S.-based bank account and we will make sure you are a part of this new payout method as soon as possible.

ACH Transfers are sent on Mondays and should appear in your bank account on Tuesdays.

ACH Transfers will only be made to payees with a U.S. Dollar-based bank account at a U.S.-based bank.

ACH Express

The latest addition to the CCBill's payout methods, ACH Express direct deposits are available to U.S.-based bank accounts only.

ACH Express funds are sent for receipt on Friday, with no extra destination fees.

SEPA Payouts

Available to merchants and affiliates with a euro-denominated bank account in the SEPA network.

SEPA payouts are available at $10.00 USD per payout - a 33% off the regular SEPA fee.

SEPA payouts are sent on Mondays and should appear on your bank account on Tuesdays.

The originator of a SEPA payout will be labeled as CCBill EU Limited.

Currency conversion rates are based on the retail rate on the first day following the close of a payout period (typically on Tuesdays). The transfer fee will be noted in the check amount statements in the CCBill Admin.

Not sure if you’re eligible for SEPA Payouts?

The SEPA network includes EU member states, Iceland, Liechtenstein, Monaco, Norway, San Marino, and Switzerland. If you have a euro-denominated bank account with a bank based in one of the SEPA member states, you are eligible for SEPA Payouts. For a more detailed list, refer to this link.

Check by U.S. Mail

Check by FedEx

Payout Method Updates

Payout options can be updated or changed by completing our Payout Options Update Form.

ACH Payouts

CCBill offers ACH as a payout method in the United States. The fee for an ACH direct deposit is $5.00 (USD) per payout. The minimum weekly payout is set at $25.00 (USD) and there is no maximum weekly payout limit. ACH Transfers are sent on Mondays and it should take one business day for the funds to appear in your bank account.

In order to be eligible for ACH, the following requirements need to be met:

You can update your Payout Information by completing the Payout Options Update Form online using our electronic signing partner, DocuSign.

  1. Open the Payout Information Update form.
  2. Enter your full name and email.
  3. Click Begin Signing. You will receive a signing access code on your email.
  4. Copy the Code and validate it after which you can begin filling-in the form.

About ACH

ACH stands for Automated Clearing House. It is a batch processing network in which financial institutions accrue ACH transactions throughout the day for later batch processing. It is only available in the United States and is entirely electronic, thus making it quicker, safer, and easier. Compared to current postal and Wire Transfer fees, ACH is also considered the most cost-effective payment option with a single transfer fee of $5.00 (USD).

Please be aware that reroutes and returns incur additional fees:

Merchants and affiliates using ACH as their payout method may request a reversal even after the funds have been released, however CCBill does not have full control over the funds at that point. It may take up to several days for the return of funds to occur IF the receiving bank authorizes the payment reversal.

ACH Express

CCBill has introduced ACH Express as another payout option for our Merchants and Affiliates with U.S.-based banks. The fee per ACH Express direct deposit is $15.00 (USD) and there are no limits for maximum weekly payout. With ACH Express funds are transferred for receipt on Friday and the minimum payout is set at $100.00 (USD).

The summary of the ACH Express details:

I am receiving small checks and then paying a large fee to convert the check to my currency. How can I resolve this?

You are able to raise the minimum payout amount (break amount) on your account by sending an e-mail to contractadmin@ccbill.com from the e-mail address on file for your main Affiliate ID. Please provide them with your Affiliate ID number and the minimum amount that you would like to have set on the account.

I Have Not Received a Payment. Why?

There are many possible reasons you may not have received a recent payment from us.

Didn’t Meet Break

If your Break Amount is set at a higher amount than you would have received in this payment period. Once you have generated enough funds to cover both your break amount and the cost of your chosen payment type, our system will schedule a payout for that billing period.

Payment Sent

Your payment may have been sent and not yet received. To confirm this, please log into your Affiliate Admin portal to view the Check Amounts report.


Our system only schedules payment when funds have been generated by an account. If your account has not recently generated any activity, no payment will have been sent.


Your account may be on hold. If so, please contact billingsupport@ccbill.com for assistance.

Can I Get My Payment For All of My Programs in One Check?

We are able to link and split your Affiliate accounts together so that all funds are sent through one payment.

To do this, please submit a list of the Affiliate IDs you wish to link together to accountsupport@ccbill.com. If you need assistance with this list, we’d be happy help you compile it. Please be sure to let Account Support know if you have a preference as to the Main Affiliate ID which is used for payouts and logging into the Admin Portal.

It is Expensive For Me To Cash All of These Checks. Can I Shred Them and Ask For One Large, Consolidated Check?

Please do not shred the checks currently in your possession; they can be mailed back to the address below and will be reconciled back into your account free of charge. If we do not receive the original checks back, crediting the funds will require a stop payment fee of $20 (USD) per check.


Attn: Account Support

2353 West University Drive Building A

Tempe AZ 85281

Routing Affiliate Payments Through Merchant Account

Please contact accountsupport@ccbill.com so that they can provide you with the options available for this function.

I Have Moved. How Can I Update My Address For My Affiliate Accounts?

Unfortunately, at this time, we do not have a mass update function available. However, the address kept on file for your account is only used for payment purposes (mailing checks). Because your Main Affiliate ID is used for sending your payouts, this is the only address that needs to be kept updated. Please locate your Main Affiliate ID in the list under Legacy Affiliate >> Tools, and click the edit link next to it to update the payment information.

How Do Billing Periods Work?

Our billing periods run from Sunday through Saturday, and payouts are issued for the funds from that period nine (9) days after the close of the billing cycle on the following Monday.

Payments are not initiated:

Receipt of funds may vary depending on the delivery time associated with the type of delivery method chosen.

Lift Payment Hold

When your account is placed on Payment Hold, this indicates that there was an issue with sending you a payment.


If you receive your payments by check, the email you received will state that we received your payment back due to an incorrect address. You will need to sign in to the Admin Portal and change your address. To change your address, please follow the path below.

Once you have done this, you will need to send an email to accountsupport@ccbill.com to request your account be taken off hold. Please be sure to include your Affiliate ID, your correct current address, and send it from the email address on file for the account.

ACH, ACH Express, or SEPA

If you receive your payments by ACH, ACH Express, or SEPA, the email will state that there was an error with the transfer. Please update your payout information with the Payout Options Update form.

Can I Change the Break Amount or Frequency of Payment Issuance?

Yes. To change the break amount or set a frequency to when payouts will be issued, you will need to send an email request to accountsupport@ccbill.com. Please be sure to include your account number and send the email from the email address on file for your account.

The minimum break amount for USPS checks and ACH payouts is $25.00 (USD), for SEPA payouts and FedEx checks it's $50.00 (USD), and for ACH Express it's $100.00 (USD).

Can I Link My Affiliate Account To Pay Out Through My Client Account?

Yes, you can link Affiliate ID to your CCBill Merchant account for payouts by emailing accountsupport@ccbill.com.

Affiliate Split Information

Merchants have the option of splitting the CCBill Fees with the Affiliates that referred the transaction to them. This fee splitting function can be turned on at the account or subaccount level in the CCBill Admin Portal by clicking Legacy Affiliate > Accounting/Split CCBill Fee > Accounting.

It is important to note the following about Affiliate Splits:

When a consumer disputes a transaction with their credit card company and the credit card company decides in the consumer's favor, a chargeback is issued to return the funds from the sponsor and affiliate accounts back to the consumer. These are negative transactions.


You have a CCBill Complete account, paying $0.55 per transaction plus 3.9%. You charge $15.00/month for a subscription, and you have Split Fees enabled.

A month is defined as a (Gregorian) calendar month beginning at 12:00 AM on the 1st day of the calendar month to 11:59 PM on the last day of the calendar month.

Your program is set to payout 45% to referrers for transactions. Using this model:

The Merchant pays the $0.55 Per Transaction fee and the CCBill Transaction Processing Fee of $0.59 will be divided 45/55: $0.27 / $0.32. Both fees will be deducted from each respective portion of the original transaction.

Merchant Receives: 55% of $15 ($8.25) MINUS the $0.55 Per Transaction Fee ($0.55) and the Merchant's portion of the CCBill Transaction Processing Fee ($0.32). Total is $7.38.

Affiliate Receives: 45% of $15 ($6.75) MINUS the Affiliate's portion of the CCBill Transaction Processing Fee ($0.27). Total is $6.48.

Managing Consumers FAQs

How can I look up a consumer?

To find a consumer, use the Lookup Report.

  1. In the Admin Portal, navigate to Reports > Transaction ReportsLookup.
  2. Enter consumer information in the available fields.
  3. Click Lookup.

The consumer information, once located, will display as a blue hyperlinked subscription number. You can click this hyperlink to access such functions as refunds, voids, subscription cancel, and username/password updates (for User Management System Users).

How do I refund or void a transaction?

To refund or void a transaction, follow the steps below.

  1. In the Admin Portal, navigate to Reports > Transaction Reports > Lookup.
  2. Enter consumer information in the available fields.
  3. Click Lookup.
  4. If the subscription is located, click the hyperlinked subscription ID.
  5. Click Refund/Void Transaction at the bottom right.
  6. Enter a reason for the cancellation and click Submit.

Refunding a consumer transaction can take 7-10 business days to be returned to the consumer's payment method.

Will I be billed if the consumer's credit card is refunded?

No, we do not charge a processing fee for refunds; however, we will debit your account for the amount of the refund.

Can a partial refund be given for a credit card charge?

In some situations it is possible to offer partial refunds, but we are unable to offer them for all transaction types at this time.

How can I cancel a subscription?

In order to cancel a subscription, follow these steps:

  1. In the Admin Portal, navigate to Reports > Transaction Reports > Lookup.
  2. Enter consumer information in the available fields.
  3. Click Lookup.
  4. If the subscription is located, click the hyperlinked subscription ID.
  5. Click Cancel Subscription.
  6. Enter a reason for the cancellation in the provided field.
  7. Click Submit.

Once the subscription is canceled the consumer will not be further billed for the subscription.

How do I extend a membership for a subscriber?

  1. Log in to the Admin Portal.
  2. Select the appropriate subaccount number from the drop-down menu.
  3. Open the Reports Mega Menu.
  4. Choose the Alphabetical List option for report viewing.
  5. Click to select the Active Members report.
  6. Click Open Report.
  7. Click Manual Add in the left navigation pane.
  8. Complete the Expire DateUser Name, and Password fields.
  9. Click Add.

How can I change the price of an existing subscription?

There are two ways to change the price of an existing subscription.

In the CCBill Admin Portal, look up the Subscription Details. In the Direct Discount box you can enter a reduction amount (i. e. $5.00 off) or a new subscription amount.

If you use our Subscription Management Service, you can use the Direct Discount API to modify existing subscription prices.

What happens if a consumer generates a chargeback and attempts to gain access another time?

CCBill maintains a negative database that tests for chargebacks. Once we notice that this is occurring it is very unlikely that the consumer will be able to gain access to the site again.

Can I enter my consumer's credit card information?

No, this is strictly prohibited. It is against CCBill's policy to allow merchants to enter consumer's information. We do this to protect your consumers, and to protect you from having to securely store credit card information pursuant to credit card company guidelines.

Can I use the same username and password for all consumers?

This practice is not allowed. To allow this would open you up to fraud and password trading. Our System is set up to add and delete User Names and Passwords to ensure accuracy and ease of use.

Why isn't the pricing converted according to regional pricing settings?

Once a browser loads the payment form, it will display the price you have set up for that region. However, if a customer manually changes the currency, (e.g. the customer is from the United Kingdom and the currency is changed from GBP to USD) the price might not correspond to your regional pricing setup.


Why didn't the customer see $15.00 USD?

This is because any default regional standard pricing conversion values or traffic manager custom fixed ratios only impact what is initially displayed to the customer based on the Geo IP regional detection. This is performed so that customers couldn't abuse the system and misuse a region's lower price.

What are the available billing types, and price minimums and maximums?

he following Billing Types are available to you:

All Merchants are assigned a default structure in line with the following:

Changing Pricing to Exceed Minimums and Maximums

Changes to your available price ranges require upper management approval. If you would like to make changes, please contact CCBill Merchant Support. We'll talk to you about the changes you want and submit your request to the right people. This process can take one or two business days to complete.

For more information see the Schedule 1: Fees or the Fees and Holdback Addendum that you received when you signed up for CCBill services.

I lost my local user database, can you help me recover?

If you experienced issues with your local user database, whether because you've moved servers or had a hardware failure, we can help you recover your data. Contact our Merchant Support Team and a representative will assist you immediately.

Why am I getting the "No Users Available" error message?

If you are receiving an error message that reads No Users Available, try the following:

How can I manually add a member to my site?

There might be situations when you may want to add a member to your site without having them sign up for a subscription. To do so, please follow the instructions below.

  1. Sign in to the Admin Portal.
  2. Navigate to Reports and select the Member Reports category under By Topic.
  3. Click to select the Active Members report.
  4. Look to the left of your screen and select Manual Add under User Management.
  5. Enter the necessary information:
    • Expire Date. Will be the date this user will expire from your account.
    • Username & Password. The username and password to be utilized for site access.
      Note: Both the Username and Password are case sensitive.
  6. Click the Add button to complete the process.

Note: This feature will only work if you are currently using the standard User Management system within the subaccount. You can confirm this is active by navigating to Account Info > Sub Account Admin > User Management. Verify that the Turn Off User Management button is available. If it is set to Turn On then you are not utilizing this feature.

Merchant Accounting FAQs

How can I view my past and current payments?

To view the payments you have received or are due to receive, use the Check Amounts report. To view the report:

  1. Sign in to the Admin Portal.
  2. Click Reports.
  3. Click Check Amounts.
  4. Select the appropriate Date Range.
  5. Click Lookup.

If the report does not display any dates within the date boxes, this indicates no payments have been issued and no payments are scheduled to be sent.

The date provided within the Check Amounts report results is for the first date of the billing cycle. Add 16 days from the date to determine the date the check was/will be issued.

What report shows today's transactions?

There are two reports that will help you view your transactions for today in different ways:

Both reports can be accessed by the following steps:

  1. In the Admin Portal, navigate to Reports > Transaction Reports.
  2. Select the report desired.
  3. Click Open Report.
  4. Select a date or date range.
  5. Click Apply Changes.

The Credit/Check Transactions report allows you to enter a date range and customize the columns that are returned.
This report gives you information for the specified date range about single billing, recurring, rebills, gross, refunds, chargebacks, voids, returned checks, and affiliate deductions. It also gives you a net amount, your gross minus deductions for the week.

This is the closest view of what your next week's check may be (fees not shown).

Additionally, you can break down the values more by clicking the blue hyperlinks or an option in the Breakdown By column.

The Chargeback/Refund/Void report gives a breakdown of the deductions coming out of your account via chargebacks, refunds, and voids and a grand total of those amounts for the timeframe selected. You may also break down the report by billing method and country to see where those transactions are coming from.

How can I get a report on check amounts?

o view check amounts:

  1. In the Admin Portal, navigate to Reports > Transaction Reports > Check Amounts.
  2. Click Open Report.
  3. Select a date or date range.
  4. Click Apply Changes.

The total under Check Amount is the exact amount of the check that was/will be sent for the selected period.

Note: To see your payout amount select the same week in both boxes to ensure you are only seeing data for one week at a time.

When CCBill sends payments?

Payouts are determined by looking at our Billing Schedule and your Break Amount.

What can cause a delay of my payment?

Payments can be delayed for a variety of reasons, but most commonly are delayed because we have not received a signed contract from you, a copy of the required identification, or due to a banking holiday.

Additionally, if an account has a hold on it or has recently changed its payment delivery options, payments could be delayed as well. If you haven't received a payment that should have arrived already, please contact Merchant Support.

How can I view my account payout settings?

To view your Payout settings, Click Reporting settings, and/or Sign Up Date:

  1. Sign in to the Admin Portal.
  2. Click Legacy Affiliate.
  3. Click Tools.
  4. Click View (next to your Affiliate ID) in the Program Details Column.

How can I update my merchant account information?

Address, Business Name, Payment Information, and Ownership changes can be updated with CCBill by using the Account Change Forms for Merchants.

Select and complete the appropriate form to update your Merchant Account Information. CCBill cooperates with DocuSign to provide digital signature services for Merchant and Affiliate Account Change Forms. For more information see DocuSign and CCBill.

My check never arrived, can you reissue payment?

If it's been more than 10 business days since the check was mailed we can place a Stop Payment on the check and reissue the funds. There is a $30.00 fee for this service, used to cover bank fees for the Stop Payment process.

To initiate the Stop Payment/Reissue Funds process, please call or email Merchant Support. Funds will be reconciled back to your account, then reissued the following billing cycle.

How can I split my account payouts to a business partner or third party?

Split allows you to divide the money on your account and direct funds to different subaccounts, third parties, or another entity, calculated as a percentage of the payment. This Split can be set up to split the fees as well (Split Net Amount) or to split the payout after the fees have been removed (Split Gross Amount).

Each subaccount can have up to ten (10) splits.

To set up a split or edit an existing one, please fill out the Account Split Request Form, following the instructions on the form for submission.

CCBill cooperates with DocuSign to provide digital signature services for Merchant and Affiliate Account Change Forms.

What is a reconcile?

You may hear the term reconcile when speaking with a representative concerning an accounting issue. A positive or negative reconcile means adding or subtracting funds from your account.

Positive Example
A check is returned due to an invalid mailing address. The funds from the check are reconciled back into the account, effectively adding the exact amount as a positive amount to your account.

Negative Example
The account in question is no longer generating funds, and so no check payment is triggered. A negative reconcile will be placed on the account to take the funds out and pay them via check manually.

You may see reconciles in your admin panel when you do not reach your break amount, or the account is on hold. What you are seeing is the funds rolling over each week until enough has been accumulated to pay out.

What are CCBill's payout options?

CCBill sends payments weekly on Mondays. Some exceptions to this exist, such as U.S. bank or national holidays, or situations out of our control, as outlined in our Terms and Conditions.


CCBill recommends ACH to all U.S.-based merchants, as it is the most cost-effective payment delivery method. If you want to switch to ACH, please fill out the Payout Options Update Form and select the ACH option, providing information for your U.S.-based bank account and we will make sure you are a part of this new payout method as soon as possible.ACH Transfers are sent on Mondays and should appear in your bank account on Tuesdays.

ACH Transfers will only be made to payees with a U.S. Dollar-based bank account at a U.S.-based bank.

ACH Express

The latest addition to the CCBill's payout methods, ACH Express direct deposits are available to U.S.-based bank accounts only.

ACH Express funds are sent for receipt on Friday, with no extra destination fees.

SEPA Payouts

Available to merchants and affiliates with a euro-denominated bank account in the SEPA network.

SEPA payouts are available at $10.00 USD per payout - a 33% off the regular SEPA fee.

SEPA payouts are sent on Mondays and should appear on your bank account on Tuesdays.

The originator of a SEPA payout will be labeled as CCBill EU Limited.

USD to EUR Conversion Rate: Currency conversion rates are based on the retail rate on the first day following the close of a payout period (typically on Tuesdays). The transfer fee will be noted in the check amount statements in the CCBill Admin.

Not sure if you’re eligible for SEPA Payouts?

The SEPA network includes EU member states, Iceland, Liechtenstein, Monaco, Norway, San Marino and Switzerland. If you have a euro-denominated bank account with a bank based in one of the SEPA member states, you are eligible for SEPA Payouts. For a more detailed list, refer to this link.

Check by U.S. Mail

Check by FedEx

How can I update my payout method?

Payout options can be updated or changed by completing our Payout Options Update Form.


What is 3DS 2.0?

3DS stands for 3-D Secure, is a protocol developed and maintained to provide the framework for online credit and debit card verification. Products built on this protocol include Verified by Visa, MasterCard SecureCode, Discover ProtectBuy and American Express SafeKey.

Why are additional security measures in place for EU-based cardholders?

On September 14, the revised Payment Services Directive (PSD2) will require additional authentication called Strong Customer Authentication (SCA) for customers making purchases online. This additional authentication adds an additional layer of security and confidence for customers when purchasing online.

How is CCBill supporting the additional authentication requirements of PSD2?

CCBill has implemented the 3DS protocol across all payment forms, as well as our log in and pay system, CCBill Pay. For any customer where this additional authentication is required, CCBill will authenticate the customer with 3D Secure 2 using a passcode, pin number, or biometric input depending on what the customer’s bank supports.

What is Strong Customer Authentication (SCA)?

European laws require the use of SCA for online payment processing. Whenever an EU cardholder makes a payment online, SCA is initiated. Prior to PSD2, an EU consumer could have just entered their card number and CVC, however now they are required to verify the payment with SCA.

The most important feature of SCA is two-factor authentication (2FA). Two-factor authentication significantly reduces the risk of fraudulent transactions, as it requires two or more pieces of information to authorize a payment. 2FA combines the use of something you know (e.g., account credentials) and something you have (e.g., biometrics) to authorize a payment.

Is the additional Strong Customer Authentication required for non-European customers?

No, it is only mandatory for cards issued by EU-based banks.

Do EU consumers need to authenticate each time they make a transaction?

Customer will need to complete the secure customer authentication for any new, initial purchase but 3DS 2.0 brings improvements to the authentication process by allowing the background exchange of data. This allows businesses to provide a seamless buying experience for consumers including storing of card information to facilitate future purchases such as rebills and promotional sales.

Is SCA required when a Consumer is adding a payment method in CCBill Pay?

Yes, if the cardholder’s bank supports 3DS 2.0 authentication, they will be asked to authorize the addition of a payment card to their CCBill Pay account.

As a CCBill Merchant, will I see any benefits to having 3DS enabled?

You may see lower chargeback rates for all purchases performed by EU-based cardholders. 3DS will reduce the risk of fraudulent transactions and thus lead to less chance of dealing with chargebacks.

Do I need to create new CCBill payment forms to comply with the 3DS 2.0 regulations?

No, there is no need to create new forms. All existing payment forms will automatically employ 3DS 2.0 features.

Where can I find more information on 3-D Secure 2.0?

EMVco maintains the 3-D Secure protocol. Please refer to their EMV 3-D Secure page for more details.

1099K FAQs

Beginning with the 2011 tax year, all payment providers based in the United States, including CCBill, are required to report transaction information to the IRS (Internal Revenue Service) about merchants who use CCBill's processing service to collect payment for goods and services sold

IRS regulations (per IRC Section 6050W) stipulate that CCBill must now file Form 1099-K for all merchants that fit the following criteria:

In an effort to help you understand these changes, we have put together the answers to several Frequently Asked Questions surrounding 1099-K compliance, collected here and linked below for your convenience.

At this time, 1099-K regulations do not apply to affiliates

For more information on IRC Section 6050W, consult your tax professional or refer to the IRS site at http://www.irs.gov/irb/2010-43_IRB/ar08.html.

Frequently Asked Questions

I don’t live in the U.S. but my account is located in the U.S. Do I have to or how do I claim those funds?

As long as the address on the account is located in the U.S., we are required to report the tax information to the IRS.

We cannot provide assistance on how to claim or report the funds; please consult your tax advisor.

I want to move my account out of the U.S. Can I do that and can that be retroactive?

In order to move your account out of the U.S., you must complete an ownership change. You or the person/company whose information is being added need to provide identification or other documentation that the company no longer resides in the U.S. (It must show a non-U.S. address or be from a non-U.S. country.)

However, our company policy is that information we collect for 1099-K reporting does not have to match the information we collect for merchant account registration or underwriting. Therefore, you can supply a non-U.S. person/company’s tax information to us for 1099-K tax reporting (they must have a U.S. Tax ID to do this) without doing an ownership change, and all taxes will be reported to that person/company, even if they are not in U.S.

Account changes cannot be retroactive.

I no longer own the account but it is still in my name but I have not received any of the funds generated. How do I report that?

We can contact the current owner to have them provide updated tax information, and once changed and validated you will no longer receive a 1099-K for any funds on that account.

We cannot provide assistance on how to claim or report the funds; please consult your tax advisor.

Will you be providing me with a breakdown of the fees, refunds, chargebacks, affiliate payouts, and splitee payouts?

Information on refunds, chargebacks, and affiliate payouts for your accounts and subaccounts are already available in the Transaction and affiliate reports in the Admin Portal.

Fees can be viewed in the Check Amounts report in the Admin Portal.

Payouts to splitees for any subaccount under your main account can be viewed using the “email” feature in the Check Amounts report. For information about splitees to subaccounts in someone else’s main account, please contact our 1099 Team at 1.855.330.6230 or 1099team@ccbill.com for assistance.

Can I change the address the 1099K is sent to?

Yes, you can. Please send an email to accountsupport@ccbill.com to update your 1099K address. Be sure to include all of your relevant account information in the email and send it from the email address we have on file for your account.

Does the information I give you have to match what is on my account?

No, it doesn’t. Our company policy is that the information we collect for 1099-K reporting does not have to match the information we collect for merchant account registration or underwriting.

Why aren’t you requiring that we send in signed IRS form W-9s?

The IRS regulations that require us to send you 1099-Ks for gross transactions do not require signed W-9 forms, and only require that we validate client-provided names and TINs against the IRS databases.

What date do you use for Change of Account Ownerships and are the transactions split between days or billing periods between the seller and buyer?

Account ownership changes are effective at the beginning of the next pay week (Sunday 12:00 am MST/UTC -7) either:

  1. Following the date and time requested by the client, or
  2. Following the date we receive the client ownership transfer form.

Once that date is reached, all funds prior to the switch are the responsibility of the seller (old owner), and all funds beginning with that pay period are the responsibility of the buyer (new owner).

How am I supposed to report splitee income when they are not located in the U.S.?

We cannot provide assistance on how to claim or report the funds. Please consult your tax advisor for further information.

How am I supposed to report affiliate income when you won’t provide it to me?

The affiliate payouts taken from your gross are available in reports in the Admin Portal.

We cannot provide assistance on how to claim or report the funds, please consult your tax advisor.

How am I supposed to get a breakdown of what my splitees were paid so I can 1099 them?

Payouts to splitees for any subaccount under your main account can be viewed using the “email” feature in the Check Amounts report. For information about splitees to subaccounts in someone else’s main account, please contact our 1099 Team at 1.855.330.6230 or 1099team@ccbill.com for assistance.

We cannot provide assistance on how to claim or report the funds, please consult your tax advisor.

How do I update my tax information?

Currently, you can update the tax information in our system by contacting our 1099 Team at 1.855.330.6230 or 1099team@ccbill.com for assistance.

Additionally, if your tax information is not stored in our system or is invalid, you will be able to log into the Admin Portal and update it yourself beginning in the near future when we release new features in the Admin Portal.

Will my account’s funds be reported under my billing descriptor?

No. They will be reported under the listed personal or company name, address, and Tax ID you provide, along with a “merchant category code” based on the merchant account that your transactions go through.

My account pays out to models and affiliates. Why am I responsible for the entire gross?

The IRS regulations specify that all reporting is to be done on gross amounts, before any deductions or reductions due to fees, holdback, chargebacks, refunds, or affiliate or split payouts.

If I don’t meet the income criteria, do I still need to have valid tax information?

Yes. Our company policy is to require all U.S. merchants to provide valid tax information, because even if your account does not meet the criteria this year, it may in a future year.

I own multiple accounts. How is the gross reported (separately or summed)?

To determine if you need to receive 1099-Ks, we evaluate the threshold (200 transactions and $20,000 total transactions) across all main accounts you own.

Then, if the combined totals are over the thresholds, we issue a separate 1099-K for each main account containing gross transaction information only for that main account.

A “main account” is owned by a merchant and contains 1 or more merchant accounts grouped together under it. So if you own multiple merchant accounts, but they are all grouped together this way, you will get 1 1099-K for all of them. However, if you own multiple merchant accounts and they are in more than 1 group, you will get 1 1099-K for each main account group.

I just bought this account during the tax year. Am I responsible for the transactions under the previous owner?

No. Transactions that took place before your W-9 information was on the account belong to the previous owner. They will not be included on any tax reporting for you.

Admin Portal FAQs

What is a denial URL?

The Denial URL is the page that consumers are presented if they attempt a transaction and it fails.

To modify the Denial URL:

  1. Access the Admin Portal.
  2. Open the Account Info mega menu.
  3. Select Basic from the Sub Account Admin section.

What is an approval URL?

An Approval URL is the URL that consumers are presented with on the Approval Page after a successful transaction. This URL is assigned when you sign up with CCBill, but can be changed if you modify your site structure or your Member's URL (receipt page) changes.

To modify the Approval URL:

  1. Access the Admin Portal.
  2. Open the Account Info mega menu.
  3. Select Basic from the Sub Account Admin section.

Can consumers be redirected to approval and denial URLs or do they have to click them?

Yes! We allow the approval and denial pages to automatically redirect consumers to the Approval or Denial URLS after a specific setting of time (seconds) of sitting on our Approval and Denial page.

For the Approval URL you can select 3, 5, or 7 seconds for the automatic redirect to delay before it automatically sends the consumer to your Approval URL.

For the Denial URL you can select Instant, 3, 5, or 7 seconds for the automatic redirect to delay before it automatically sends the consumer to your Denial URL.

At this time there is no instant option available for the Approval URL as the consumer data (Subscription ID/purchase amount/username password) needs to be reflected for the consumer.

How does the quicklinks drop-down menu work?

Quicklinks is a navigation tool that allows you to improve navigation by saving links to the Admin Portal locations that you use most.

As you navigate through the Admin Portal you may click on the wrench icon next to the Quicklinks drop-down menu, then select Add Page to Quicklinks. Essentially you are "bookmarking" pages in the Admin Portal so that you can easily access them again in the future.

What is the Merchant News area in the Admin Portal?

The Merchant News area displays message bulletins posted for merchants. Common topics will include new product releases, system maintenance notices, bank holiday schedules, and other information relevant to merchants.

To view a news post, click the title of the post. If the post does not display, please ensure your browser's pop-up blocker is disabled.

How many websites can I link to my CCBill account?

You can link as many websites as you want. Use the Account Setup wizard to create a subaccount for your every individual website.

Can I reactivate a subaccount?

If your subaccount has been deactivation due to inactivity, or if you asked that it be closed, it can be reactivated.

In order to reactive your subaccount you can contact the Merchant Support Department via phone, live chat, or email with your authorization information and the subaccount that you want to be reactivated. The account must be 100% functional and still within the guidelines of our Acceptable Use Policy (http://www.ccbill.com/cs/client/policies/ccbill/acceptable_use.html). Our Policy Review Department will need to review the account again and upon successful review, it will be activated for processing.

What do I do if I forgot or lost my Admin Portal password?

To reset your Admin Portal password:

1. Browse to https://admin.ccbill.com/loginMM.cgi

2. Click the Forget your username/password? link on admin.ccbill.com.

3. Select your user type in the I am a CCBill drop-down menu.

4. Enter the requested information for either Option 1 or Option 2.

5. Click OK.

6. Access your email account and locate the email address sent by CCBill Merchant Support (this is typically sent immediately at step 5 above, but may take a few moments to reach you).

7. Select the Click here to update your password link in the email.

8. Enter a new password in the New Password and Re-Enter New Password fields.

9. Click OK.

If you are still having trouble, contact our 24/7 Merchant Support Department.

What to do if the Administration Portal says that your IP is locked?

The IP Locked error indicates that you have attempted to sign in 3 or more times unsuccessfully. You can contact our Merchant Support Department for support 24 hours a day. Clearing a locked IP will require your username and your IP address.

Where to find the sign-up link for your site?

The Sign Up link can be retrieved from the Admin Portal.

  1. Click the Account Info Mega Menu.
  2. Select Sub Account Admin.
  3. Click the Form Admin link on the left.

How do I set up a user to process test transactions?

The CCBill processing system checks four (4) things when attempting to process a test transaction:

  1. Credit card or account number being used.
  2. The email address inputted on the form.
  3. The IP address of the person accessing the form.
  4. CVV (Only applies to testing FlexForms in Sandbox mode. Use CVV > 300 for approvals).

The first thing you need to do if you intend on processing test transactions on your account is Setup a Test Transaction User. This is where our system gets the email and IP address to compare to what is present on our form when someone attempts to process a test transaction.

How to Setup a Test Transaction User

  1. Log in to the CCBill Admin.
  2. Browse to Account Info > Transaction Test Settings.
  3. Click Create New User on the upper-left side of the page.
Steps to create a test transaction user in the CCBill Admin.
  1. Type the email address and a Low and High IP address. The high and low IP address can be the same address OR a range if you have a server range a script is testing from.
  2. Click Update to create the user.

IP Range
If you need to trace the location or source of any particular IP address, you may find the following link useful - https://www.whatismyip.com/

To view any of your created users, enter the email address associated to your test transaction user in the View/Modify Users field and click Lookup. To view all users, leave the email field blank.

Running a Test Transaction

Once you have setup your Test Transactions User, you can now go to the sign up page you intend on testing and run a test transaction.

Option 1: Testing a JPOST form

  1. Select Account Info > Sub Account Admin.
  2. Click the Form Admin link on the left.
  3. Select a form.
  4. Once you reach the form, you simply need to be coming from the IP address you registered for the test transaction user and then use the correct email address and an appropriate test credit card/account number for the response you are trying to generate.

Option 2: Testing a FlexForm in Sandbox Mode

  1. Select FlexForms Systems > FlexForms Payment Links.
  2. Make sure you are in Sandbox Mode (indicated by the toggle switch in the upper-left corner of the screen).
  3. Select a FlexForm by clicking on its Web Widget.
Open FlexForm Web Widget in CCBill Admin.
  1. As with JPOST forms, you need to be coming from the IP address you registered for the test transaction user and use the below-provided test credit card numbers.

Test Credit Card Numbers

See below for a list of test account numbers and credit cards and their appropriate responses:

Visa4444444444444422Denial (Risk)
Visa4444444444444455Denial (Banking)
MasterCard5555555555559922Denial (Risk)
MasterCard5555555555559955Denial (Banking)
Diner’s30666666666666Denial (Risk)
Diner’s30000000000004Denial (Banking)
Discover6444444444444443Denial (Risk)
Discover6222222222222225Denial (Banking)
JCB3544444444444449Denial (Risk)
JCB3533333333333339Denial (Banking)
Maestro6759999999999991Denial (Risk)
Maestro6761111111111119Denial (Banking)

When testing FlexForms in Sandbox mode, use CVV > 300 for approvals. All values below 300 will result in a denial.

US Test Checking Accounts

100000001299999999Denial (Risk)
100000002299999999Denial (Banking)

Admin Portal User Manual

For page-specific help, please refer to our Admin Portal User Manual.