**FAQ - Shift4 (PMS)
What should I do if I receive new Shift4 PIN pads?
If your property is currently using Transaction Link PIN pads and you receive new Shift4 PIN pads, it is very important that you do not install or switch the devices on your own.
Before taking any action, you must contact Shift4 and schedule an appointment with Visual Matrix to coordinate the transition.
You can also schedule the required meeting here: https://visualmatrix-utginstall.youcanbook.me/
Why is scheduling required?
Although both setups involve Shift4 hardware, switching from Transaction Link PIN pads to Shift4 PIN pads is considered a credit card processor configuration change within Visual Matrix.
These two setups use different technologies:
- Transaction Link PIN pads rely on a Transaction Link device
- Shift4 PIN pads require the UTG service installed on a computer
Because of this difference, the system must be properly updated to ensure transactions continue to process correctly.
What happens during the switch?
During the scheduled process, Visual Matrix will:
- Charge any in-house guests with existing authorizations
- Release any remaining pending authorizations
- Settle the current batch
- Switch the gateway from Transaction Link to Shift4
Once this process is completed, the new Shift4 PIN pads will function correctly with your system.
Important
If the switch is started without coordination, your property may be left unable to process credit card transactions until the setup is completed properly.
There are no fees or purchase orders required, but the transition must be handled through the proper process to avoid downtime.
What should I do if my Shift4 credit card batch did not settle?
When using the Shift4 interface with Visual Matrix, a credit card batch may occasionally remain unsettled. In some cases, the transactions may no longer appear in Shift4’s Current Transactions view due to date limitations.
This guide outlines how to locate older unsettled transactions and what steps to take to resolve the issue.
How can I view older unsettled transactions in Shift4?
Shift4 limits how far back transactions are displayed in the Current Transactions screen. If a batch appears unsettled in Visual Matrix but is not visible in Shift4, you can expand the search range.
Log in to the Shift4 portal and navigate to the Current Transactions section. Open the calendar and select the oldest available date, then choose the option to display all transactions through the selected date.
This will show all open or unsettled transactions from that date and earlier.
What should I do if the batch is still unsettled?
If you confirm that transactions are missing from the Current Transactions view but remain unsettled, you will need to contact Shift4 Support and request that the aged transactions be manually closed on their side.
Once Shift4 confirms that the transactions have been closed, return to Visual Matrix and manually mark the batch as settled.
When should I contact Visual Matrix Support?
If the batch still does not settle after completing the steps above, or if you encounter additional issues, you should contact Visual Matrix Client Experience.
Submit a support ticket through the portal and set the priority to Critical. Include the following details to help expedite resolution:
- Your credit card processor or gateway
- The date(s) of the unsettled batch(es)
- Any error messages received
- Screenshots, if available
For properties using VM Desktop, a copy of the database may be required for troubleshooting.
If the issue is reported during a weekend or holiday, a technician will follow up on the next business day.
Important
Visual Matrix works with multiple payment gateways, and unsettled batches may require coordination with the processor. Providing complete and accurate information will help resolve the issue more quickly.
Related Articles
**Shift4 - Infos & Best Practices (PMS)
Visual Matrix PMS is the tool you are using to communicate with your gateway but Visual Matrix is not processing your credit card transactions. You are working with Shift4. Shift4 Contact Phone: (888) 276-2108 Shift4 Error Page (scroll down for the ...Pinpads are not working, not responding, or show offline (PMS)
If you have multiple pinpads and some are working while others are not, or if the message is Lane Closed (either a port is not forwarded anymore or the pin pad is updating), please contact your gateway provider. 1. Make sure your computer is ...FAQ - Credit Cards (PMS)
Authorization & Processing How do we process a payment using JCB in Visual Matrix? To process a JCB payment, you can create or activate the necessary payment accounting code in the system by navigating to Management > Accounting > Accounting Codes. ...**Elavon - Infos & Best Practices (PMS)
Visual Matrix PMS is the tool you are using to communicate with your gateway but Visual Matrix is not processing your credit card transactions. Visual Matrix communicates with Elavon. Elavon Contact Phone: (866) 265-6225 Elavon Error Page (scroll ...**Credit Card Best Practices (PMS)
Credit cards touch nearly every part of the guest experience—from reservations and check-in to settlement and post-stay refunds. For managers, understanding not just how credit cards work in Visual Matrix Cloud, but why certain practices matter, is ...