Frequently Asked Questions (FAQ)

Q: Is there an additional cost for X-Charge Software Updates?
A: No, all updates are included with your merchant account plan.

Q: How long will the update take to complete?
A: The time to download the update will depend on the speed of your internet connection. The actual update time may vary from a couple minutes, to several hours. If you are on version 6.x.x, the update should take between 5-10 minutes. If you are on version 5.x.x or below, the update may take much longer. The time will depend on your current version, the length of time you have been processing through X-Charge, the number of charges you have processed and the speed of your computer.

Q: Can I process cards during the update?
A: No. You will NOT be able to process cards during the update. The update and any necessary data conversion should be allowed to finish and must not be cancelled or stopped by the user. Stopping a data conversion can lead to data corruption. Also, no transactions should be attempted while the update is in process.

Q: Do I have to restart the computer after running the update?
A: Yes, you must restart your system to allow the update to complete.

Q: I just updated X-Charge and now it is asking me for a Username and Password on all computers EXCEPT the X-Charge Server. What’s going on?
A: You must update all computers/terminals to the same version as the X-Charge Server. Failure to do so will cause client computers to prompt for a Username and Password. Once the update(s) are complete on ALL client computers/terminals, X-Charge clients should now open properly, without prompting for a Username and Password.

Q: How can I update if the "Check for update..." option is grayed out?
A: If you are on version 6.x.x or prior, instructions on how to enable this option are located here: http://www.x-charge.com/upgrade/enableCheckForUpdate4-6.asp.
If you are on version 7.x.x, then instruction’s on how to enable this option are located here: http://www.x-charge.com/upgrade/enableCheckForUpdate7.asp.

Q: Do I have to be logged into Windows with Administrator rights?
A: Yes. You must be logged in with an Administrator user account to complete the update.