This article covers Keap™ Pay, Keap's built-in payment solution, including accepted payment methods, how to use and navigate the Payments Dashboard, how to find and investigate specific payments, how to export transaction data, Keap Pay pricing and fees, failed payment refusal codes, and frequently asked questions. This article does not cover how to apply for Keap Pay. For help with the Keap Pay application, see how to sign up for Keap Pay.

Keap Pay is Keap's built-in payment solution. It allows businesses to accept payments, track transaction history, and manage the entire customer payment journey directly within Keap — without logging in and out of separate payment software. Keap Pay also includes dedicated payment support from the Keap payments team.

Accepted Payment Methods in Keap Pay

Keap Pay accepts the following payment methods:

• Major debit and credit cards — Visa, Mastercard, American Express, and Discover

• ACH bank transfers

• Apple Pay

Once a Keap Pay account is active, payments can be accepted through all of Keap's e-commerce features — Order Forms, Shopping Cart, Invoices, and Manual Payments.

Note for Keap Ultimate users: Order form and shopping cart themes created before April 2023 are not compatible with Keap Pay and must be updated before processing payments. See how to update order form themes for Keap Pay.

The Keap Pay Payments Dashboard

The Keap Pay Payments Dashboard displays the status of incoming payments in real time and provides transaction and payment IDs needed when contacting Keap support.

The screenshot above shows the Keap Pay Payments Dashboard. Each row represents a payment transaction. The columns display the transaction date, payment type, status, amount, customer name, payment method, customer email, and payment ID.

How to Access and Navigate the Payments Dashboard

Accessing the Payments Dashboard

1. Select Sales in the left-hand navigation.

2. Under Related Shortcuts, select Payment Dashboard.

Dashboard Columns

The Payments Dashboard displays the following information for each transaction:

• Date the transaction was created

• Transaction type

• Payment status

• Payment amount

• Customer name

• Payment method (credit card type with last 4 digits, ACH, or Apple Pay)

• Customer email

• Payment ID

Important: The customer name and email displayed on the Payments Dashboard are taken from the billing information entered when the payment method was originally charged. These may differ from the contact name and email stored on the contact record.

Payment Types

• Payment — A client made a payment.

• Refund — A partial or full refund was initiated.

• Adjustment — The total amount owed was adjusted.

• Chargeback — A chargeback has been initiated on this payment.

Payment Statuses

• Processing — Payment was successful and is pending completion.

• Succeeded — Payment has completed processing and is available for deposit.

• Failed — Payment failed to process. See the Failed Payment Refusal Codes section below for details.

• In Review — This payment has been flagged for risk review.

• Canceled — The payment was canceled and no funds will move.

• Presenting — The payment has been submitted and is in the process of being sent to the card network for authorization.

How to Find a Specific Payment

To locate a specific transaction on the Payments Dashboard, use one of the following methods:

• Sort by the date the transaction occurred using the Created Date column

• Filter by payment amount

• Filter by Payment ID using the steps below

To find a payment by Payment ID:

1. Open the order containing the payment. In the Payments section, select the blue hyperlinked text under the Type column.

   

2. In the popup window, copy the Payment ID shown to the right of Reference Code.

   

   Note: The Payment ID is required when contacting Keap support about a specific transaction. Always include the Payment ID when reaching out to the support team.

3. Go to the Payments Dashboard. Hover over the Payment ID column header and select the filter icon (three lines).

   

4. Paste the Payment ID into the filter field and select Apply. The Payments Dashboard will filter to show only the matching transaction.

   

Note: Not all payments will have a customer name recorded. The Contact ID and Invoice ID are always accurate and can be used to identify the correct transaction.

How to Investigate a Payment Decline

1. Select Sales in the navigation, then select Keap Pay, then select Payments Dashboard.

   

2. Filter the dashboard by the contact name or email address to locate the failed payment, then select Apply.

   Note: If the failure is difficult to locate by name or email, filter by the date the payment failed using the Created Date column.

   

3. Select the failed payment to open the payment details.

   

4. Review the Refusal Reason and Detailed Refusal Reason codes in the payment details. These codes identify the reason for the decline and indicate the recommended action for recovering the failed payment. See the Failed Payment Refusal Codes section below for a full list of codes and recommended actions.

How to Export Transactions From the Payments Dashboard

From the Payments Dashboard, select the export icon in the top right corner to open the export panel. Select the date range to export — previous month, current month, or a custom date range — then select Export to download the transactions as a CSV file.

Any filters applied to the Payments Dashboard at the time of export will be included in the exported file. When using a custom date range, a maximum of 31 consecutive days of data can be exported at one time. For example, a date range of July 1 through August 1 is within the limit, but July 1 through August 2 is not.

Keap Pay Pricing and Fees

Failed Payment Refusal Codes

When a payment fails, the Refusal Reason and Detailed Refusal Reason codes on the payment details panel identify why the payment was declined. The following table lists all possible refusal codes and the recommended action for each.

AVS Response Codes

• A — Address matches, ZIP code does not match

• Z — ZIP code matches, address does not match

• Y — Both address and ZIP code match

• N — Neither address nor ZIP code match

For a full list of AVS response codes, see the complete AVS response code reference.

CVV Response Codes

• M — CVV matches

• N — CVV does not match

• P — CVV was not processed

• S — CVV should be on the card but was not provided

For a full list of CVV and CVC response codes, see the complete CVV and CVC response code reference.

Frequently Asked Questions

What does this article cover?

This article covers Keap Pay features including accepted payment methods, the Payments Dashboard, pricing and fees, failed payment refusal codes, and deposit timing. For help with the Keap Pay application, see how to sign up for Keap Pay.

Are there business types that cannot use Keap Pay?

Yes. Some business types are prohibited from using Keap Pay, many of which also violate the Keap Acceptable Use Policy. See the full list of prohibited business types for Keap Pay. If the business type appears on the prohibited list but the account is permitted to send email via Keap, contact Keap support to request a review.

Can Keap Pay rates be negotiated below the listed pricing?

Pricing flexibility may be available depending on transaction volume and other factors. Contact the Keap payments team at payments@keap.com or reach out to a Customer Success Manager to discuss pricing options.

The onboarding form was submitted but the Keap Pay account is not yet active.

Keap Pay onboarding can take up to 3 business days to complete. The application may require additional documents or information for verification — check email for any communication from the Keap payments team at payments@keap.com. If 3 business days have passed and no email has been received, contact Keap support.

When will payments appear in the bank account?

Card transactions are deposited the next business day after the transaction date, based on an 11 PM ET cutoff. ACH transactions are deposited 4 business days after the transaction date, based on a 9 PM ET cutoff. Deposit timing is affected by bank holidays and weekends.

Card Transactions — 11 PM ET Cutoff:

ACH Transactions — 9 PM ET Cutoff:

What does the transaction name look like on a customer's bank statement?

When a client makes a payment through Keap Pay, the transaction appears on their bank statement as RF*[DBAName] — where DBAName is the Doing Business As name provided during the Keap Pay application.

A customer completed a transaction but it is not showing on the Payments Dashboard.

First, open the order and check which payment processor was used. In the Payments section of the order, select the blue hyperlinked transaction type text to open the payment details. The popup will display the merchant account used for the charge. If the merchant account shown is Keap Pay and more than 1 hour has passed since the transaction was completed, contact Keap support.

How are refunds processed with Keap Pay?

For instructions on processing refunds in Keap Pay, see the relevant article for the Keap version in use:

• How to issue a refund in Keap Ultimate

• How to issue a refund in Keap Pro and Max

A payment shows as Succeeded but it is not appearing on the Deposit Dashboard.

Confirm the payment status shows Succeeded on the Payments Dashboard. Then check the transaction date and compare it against the deposit timing schedule above. If the expected deposit date has passed and the payment still shows as Succeeded but is not visible on the Deposit Dashboard, contact Keap support.

How is business information updated on a Keap Pay account?

For changes to business ownership, business name, address, or tax IDs, contact the Keap payments team at payments@keap.com as soon as possible. Depending on the type of change, a new application may be required.