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How to Place a Hardware Order
The ordering process takes place in your CoPilot CardConnect account. Here’s how to get it done.
Step 1: Log in to your CoPilot CardConnect account at copilot.cardconnect.com
Step 2: Locate your facility name within the account.
Step 3: Select Orders to view your past hardware purchases. This is a good place to check what you’ve ordered before or to confirm the status of a previous order.
Step 4: Select Devices. This will take you to the CardConnect-endorsed equipment page, where you’ll see the available hardware options.
Step 5: Choose the device(s) you need and add them to your order.
Once you’ve selected your hardware, a New Order pop-up window will appear. Fill in the following:
(A) Quantity information — how many of each device you need
(B) Payment information — the card or account you’d like to use
(C) Billing details — who the charge should be billed to
(D) Shipping information — where the hardware should be delivered
Step 6: Select Save Order to save your order.
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IMPORTANT: After saving, a Submit All New Orders option will appear at the top of the page. You must select this to process the order. If you skip this step, the order will sit in the queue and won’t move forward. Don’t miss it! |
Alternate Method: Order via Email
If you run into any issues with the CoPilot portal or prefer to place your order over email, you can still reach out to Fiserv directly at newccequipment@fiserv.com. Send them what you need, and they’ll walk you through options, pricing, and estimated delivery timelines. This may take longer and response time varies.
When reaching out by email, it helps to have a few things ready:
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What to Provide |
Details |
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Merchant ID (MID) |
This ties everything back to your account. You can find your MID information Settings → 3P integration → Card Connect → Main Account→ Merchand ID |
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What You’re Ordering |
Be specific. For example: “We need one Clover Mini for our pro shop register” or “We need a replacement lane device for our restaurant POS.” |
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Facility Name & Contact |
So they know where to ship the equipment and who to follow up with. |
Once Your Equipment Arrives
After your new hardware shows up, you may need help getting it connected and configured. That’s where Fiserv’s technical support team comes in.
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Technical Support (Setup & Troubleshooting) Phone: 877-828-0720 When prompted, say “CardPointe Support” to reach the right team. Hours: Monday – Sunday, 8:30 a.m. – 9:00 p.m. ET |
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TIP: Have your Merchant ID (MID) handy before you call — they’ll need it to pull up your account. You can find your MID information Settings → 3P integration → Card Connect → Main Account→ Merchand ID |
Other Helpful Contacts & Resources
Beyond ordering equipment, there are a few other Fiserv resources worth knowing about.
Merchant Support (Account & Billing Questions)
If you run into questions about your account, banking changes, or statements, Fiserv’s merchant support team is available around the clock.
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Merchant Support Phone: 877-828-0720 Hours: 24/7/365 |
System Status Page
You can check the real-time status of payment systems — including CardPointe, CoPilot, funding delays, and scheduled maintenance — at status.cardconnect.com. It’s worth bookmarking this page and subscribing to updates (upper right corner) so you’re never caught off guard by an outage.
PCI Compliance Help
If you need assistance completing your PCI requirements, you can log in to the PCI manager portal or contact the PCI support team directly.
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PCI Support Portal: cardpointe.managepci.com/safemaker/login/portal Email: ccsupport@securetrust.com Phone: 877-257-0239 |
And that covers it. If you’re not sure where to start or what equipment is right for your setup, your Club Caddie support team can always help point you in the right direction.