Introduction

This article explains the three account contact roles associated with each Organization ID (formerly "Cybersource Merchant ID") and provides steps for updating contact information in Business Center. Keeping these contacts accurate ensures that the correct individuals at your organization receive account communications, service notifications, and urgent alerts.

Applicability

• Platform: Cybersource
• Applicable client types: Merchants and partners with an active Cybersource Organization ID
• Access requirement: Administrator-level access to Business Center is required to update account contacts
• Portfolio Management note: The update steps in this article apply only to accounts with Portfolio Management enabled. For all other accounts, contact your reseller or Client Services for assistance.

Account Contact Roles

Each Organization ID has three contact roles. The table below describes each role and the types of communications typically associated with it.

Updating Account Contacts in Business Center

1. Log in to Business Center as an administrator.
2. Navigate to Portfolio Management and select Manage Merchants.
3. In the More column, select the ellipsis (three dots) and choose Edit Merchant.
4. Scroll to the Merchant Contacts section and update the necessary contact information.
5. Select Next Step until the Summary page is reached, then select Submit to save the changes.

Email Alias Recommendation

Only one name and email address can be assigned to each contact role. If multiple individuals at your organization are responsible for a role — such as the Emergency Contact — using an email alias or distribution list ensures that all relevant team members receive the appropriate communications, even when one individual is unavailable.

Common Questions

• What happens if the administrator listed on the account is no longer with the company?
  • If the listed administrator is no longer available or no longer with the organization, contact Client Services for further assistance: Support - Contacting Client Services.
• Can more than one person be assigned to a contact role?
  • No. Only one name and email address can be assigned to each contact role. To ensure multiple team members receive communications for a given role, use an email alias or distribution list as the contact email address. Contact your internal IT team for assistance setting this up.
• What types of communications does the Emergency Contact receive?
  • The Emergency Contact receives urgent notifications such as service outage alerts. Because of the time-sensitive nature of these communications, using an email alias or distribution list for this role is strongly recommended.
• Do these steps apply to all Cybersource accounts?
  • No. The steps in this article apply only to accounts with Portfolio Management enabled. For all other accounts, contact your reseller or Client Services for assistance updating account contacts.
• Why is it important to keep account contacts up to date?
  • Accurate contact information ensures that the correct individuals at your organization receive all account communications, including registration confirmations, status change notifications, product updates, and urgent service alerts. Outdated contact information may result in missed communications that affect your account or payment operations.

Additional Resources

• Understanding Your Organization ID (formerly Cybersource Merchant ID)
• Support - Contacting Client Services