Carpay

Carpay support articles aimed for dealers.

Dealer Support

Common questions about using Carpay, including contracts, funding timelines, payments, and feature access.

General Questions

How to sign up for Carpay and how to get started.

Activating a Carpay account for your dealership

How customers access and make payments on their car loan through the web portal, mobile app, or phone, and what actions they can take once logged in.

How Carpay works for your customer

Steps for logging in to the Carpay dealer site using a web browser, including password recovery and troubleshooting tips.

Logging in to Carpay

How to add, manage, and control user access in Carpay, including roles, permissions, and location access.

Managing users in Carpay

What PCI compliance is, how Carpay dealers complete required PCI questionnaires, and how to avoid non-compliance fees.

PCI Compliance

Overview of all Carpay services, including customer payment options, notifications, loan management tools, automation, and dealer dashboard features.

What is included with Carpay

Common questions about Carpay’s cash payment option (Paysafe), including fees, limits, funding timelines, and barcode use.

Cash Payments (Paysafe)

This article explains common causes of missing payments in Carpay and provides steps for identifying, tracking, and resolving payment discrepancies.

Missing Payments in Carpay

How dealers can add, edit, or remove saved payment methods in Carpay, including managing Autopay settings for customer accounts.

Add or remove saved payment methods

How dealers can add internal notes and notices in Carpay to track conversations and highlight important account alerts.

Add notes and notices to customer accounts

How to use Approved Payer Names in Carpay to prevent unauthorized payments, reduce friendly fraud, and minimize chargebacks.

Approved Payer Names

Use the Communications tab to review and export delivered or failed customer text messages and emails.

Communications portal

Enroll customers in recurring autopay, smart autopay, and learn how to manage autopay.

Enrolling customers in autopay

How to use Payment Requests to send customers secure payment links/invoices by text or email.

Payment Requests

View successful and failed transactions, export payment data, and confirm posting status for customer payments.

Recent Payments report

How customers register for Carpay with or without SSN information, and how dealers send registration codes to help customers create their accounts.

Sending registration codes to customers

Dealerships can accept customer payments in person or over the phone using the Carpay virtual terminal, physical payment terminals, and cards on file.

Taking payments (over the phone and in-store)

How dealers can use Direct Messages to send secure text messages, track customer communication, and reduce phone calls.

Use Direct Messages to communicate with customers

Carpay’s Work Late Accounts feature automates past due customer payment follow-up using sequences of messages.

Work Late Accounts

How to void or refund payments processed through Carpay and update the changes in your DMS

Voiding / Refunding payments

A guide to reading the charts and metrics on your Carpay Dashboard

Understanding the Carpay Dashboard

Send bulk messages to your customers by text, email, or both

Carpay Announcements

Learn how to use Carpay's built-in reports to view customer contact information, see who has payments due today or yesterday, and track Smart Auto-Pay scheduled payments.

Carpay Reports

View and manage a customer’s phone numbers and email addresses

Customer Contact Info Page

How to respond to a credit card chargeback, including required timelines and documentation for disputing a transaction

Handling Chargebacks

Tutorials and guides on how to use specific Carpay features.

Feature Specific Help

Explains that the Payments Posting to DMS tab on Recent Payments is automation tracking for DMS posting and typically requires no dealer action.

Recent Payments: Payments Posting to DMS (DMS specific)

Support articles defined by specific DMS functionalities.

DMS Specific Support

How dealers using Wayne Reaves accept Carpay customer payments into their DMS.

Accepting Carpay payments in Wayne Reaves

How to add and use a Carpay button within the Wayne Reaves DMS for faster login and access.

Adding a Carpay button to Wayne Reaves

How to program your Wayne Reaves so that payments made on Carpay automatically reconcile into the Wayne Reaves DMS.

Making payments auto-post to Wayne Reaves

How to set up, view, and manage the "Manage Fees" tool built into Wayne Reaves.

Manage Fees (CPI)

How to void or refund payments processed through Carpay and update the changes in the Wayne Reaves DMS.

Voiding / Refunding payments in Wayne Reaves

Wayne Reaves

How dealers using the AutoManager integration can add, edit, and approve extra fees so payments post correctly to AutoManager.

Managing extra fees in AutoManager

How AutoManager dealers should block paid-off, repossessed, or trade-in accounts in Carpay to prevent incorrect payments and reminders.

Managing paid-off, repossessed, and trade-in accounts

How data syncs between AutoManager DMS and Carpay, what information is automatically shared, and how to manually sync data if a payment record does not appear as expected.

Syncing data between AutoManager and Carpay

Dealers who use AutoManager (DeskManager) and Carpay.

AutoManager

Locating your DMS ID # that is unique to your dealership within DealerCenter DMS.

Finding your DMS ID # in DealerCenter

How DealerCenter dealers reinstate repo accounts and unblock customers in Carpay after a balance is resolved.

Reinstating and unblocking a customer after repossession

DealerCenter

Locating your DMS ID #, which is unique to your dealership, within Frazer DMS.

Finding your DMS ID # in Frazer

Frazer

Locating your DMS ID #, which is unique to your dealership, within iDMS.

Finding your DMS ID # in iDMS

iDMS / DealerSocket

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