See whether your enrollment is active

Use this article to check each enrollment in Prevent alert programs and Deflect lookup programs. An enrollment status applies to the individual program and billing descriptor or payment setup shown.

This article doesn't explain how to enroll a descriptor or how to fix account issues related to chargebacks that weren't prevented.

A billing descriptor can be active in one network and inactive in another. You must check the same descriptor in each network before you confirm that your account can receive alerts and lookups across all networks.

The enrollment dashboard shows descriptor status for each network.

The dashboard doesn't show statuses for additional coverage status for American Express and Discover.

If you need a status update for additional coverage, contact Support.

If you want to check whether your descriptor can receive alerts or lookups, then follow these steps:

If you have more than 1 billing descriptor and need to find them easier, go to the network you want to check the status under, then use one of these options.

Click on the search bar and type the descriptor you want to search for. Or, you can use keywords (part of your descriptor), and the search results will pull up related descriptors.

To filter out active or inactive descriptors, click on the All Statuses box and select the status filter(s) you'd like to apply.

If your descriptor shows Active, then that descriptor can receive chargeback prevention alerts or lookups for that network.

If your descriptor shows Pending, or an error status, then that descriptor is still in the enrollment process and cannot receive alerts or lookups yet.

If your account is new, then the network card becomes active after your first descriptor becomes active in that network.

If your descriptors aren't active when they should have been, follow the troubleshooting steps below.

If you see a Demo Mode indicator, then your account cannot receive chargeback prevention alerts or lookups yet.

Further reading:

If your account was active before, but your balance dropped below the Critical threshold, then your account may have been deactivated.

To reactivate alerts, top up your balance until it's above the Minimum threshold. If your balance does not return above the Minimum threshold, then your account does not reactivate.

If your descriptor shows one of the statuses below, then the descriptor needs further action before it can become active:

If you see one of these statuses, then review the message shown under the status and complete the required action.

If the dashboard message does not resolve the issue, then use the troubleshooting guide for that error or contact Support.

If your descriptor does not show Active after the expected enrollment window, then contact Support.

For Prevent program enrollments, check When chargeback alerts start after signup for expected activation timelines and conditions that can delay enrollment. For Deflect program enrollments, see How to enroll in Deflect and track your activation.

Before you contact Support, check whether the descriptor shows an error status. If the descriptor shows an error status, resolve that issue first.”

If your descriptor shows Active and you're enrolled in alerts under Prevent, but chargebacks are still slipping through without alerts, then use the alert delivery troubleshooting guide.

If your Order Insight or Consumer Clarity enrollment under Deflect is active but no lookups appear, see Why Deflect is active but showing no lookups.

If your payment processor adds a prefix to your billing descriptor, then enrollment can take longer or fail if the prefixed version is missing.

A prefix is a set of characters that the payment processor automatically adds before the descriptor.

If your processor uses a prefix, then you must add both versions of the descriptor:

If only one version is enrolled, then the descriptor may stay pending or fail to enroll.

Find your payment processor in one of these guides. Check whether your payment processor adds a prefix.

If these guides don't include your payment processor, see this guide on descriptor optimization for additional prefixes.

If you added descriptors or ARNs to a new business account and the enrollment is not showing as Pending after 2 hours:

If the descriptor does not appear in the list, or if you received an error when adding it, contact Support. Include the business account name, the descriptor you attempted to add, and a screenshot of the error if one appeared.