This Help Center Is Only For Agent Related Inquiries.

For Any Customer Inquires Please Email Us At CustomerCare@Upgrade.com

To inquire about your business becoming a partner, please visit https://www.upgrade.com/flex-pay/partners/ and fill out the form.

Flex Pay is not integrating new partners at the agency level. If your specific agency belongs to a network or affiliation (CLIA, Travel Leaders, etc.) please select your correct affiliation from the form above.

Good news! We are already partners and can get your account set up process started!

 

If you are a direct company employee, please check your internal systems for your unique Flex Pay training link. Your training link may be different from the one shown below. 

 

If you are a travel agent, please follow the steps below: 

Visit the learning portal at https://www.upgrade.com/flex-pay/learning/advisor

Step 1: Complete the Flex Pay certification at the link provided above.
You must receive a certificate to complete the program.

Step 2: Complete the unique registration form assigned to you after certification
You will only be emailed the registration form after fully completing Step 1

Step 3: Flex Pay will evaluate your registration request and provide a decision.
This process can take up to 10 business days and can not be expedited. Not everyone may be eligible for an account.

Each individual must register for their own separate account.

 

If you have already completed the certification and can not find your registration form link, please select "My Topic Was Not Covered & I still Need Assistance" to submit a ticket and a member of our time will email you your unique registration form link.

Topic: I do not understand the certification and registration process

Solution: Please ensure you have reviewed our "How To Register" Video

 

Topic: The certification exam is not loading

Solution: Please ensure you are taking the certification from a desktop computer. The certification exam is not mobile optimized. If you have continued trouble, please try opening the certification in a private or incognito browser.

 

Topic: I can't click the "Next" button on the certification.

Solution: If you are having trouble accessing the "Next" button at the bottom of the screen, please ensure you are not viewing the videos in full screen. You may also need to zoom out or scroll down to access the "Next" button. This certification program is best viewed on a desktop computer.

 

Topic: The same questions keep appearing during the certification.

Solution: If the same questions keep appearing, it means that you have not met the 80% requirement to move on to the next section. Please take your time when answering the certification questions. Some questions may have multiple correct answers. Be sure to read any feedback provided, as it will help you complete the certification.

 

Topic: I need a copy of my certificate or need to update the information printed on it.

Solution: To obtain a certificate, you will need to re-complete the training. We cannot provide copies of certificates or make any changes.

Topic: I do not understand the certification and registration process

Solution: Please ensure you have reviewed our "How To Register" Video

 

Topic: I never got the registration form.

Solution: Please look for the email from noreply@formresponse.com. An email from that address contains your unique registration link. If your certification was more than 30 days ago, we may not have access to your unique link and you will need to redo the certification process to be issued a new registration link. 

 

Topic: I can't access the registration form.

Solution: Click the "Sign Up" button at the bottom of the page to access the registration form. Your registration login details will be different from your Flex Pay agent tool login credentials.

If you receive a message stating "Form User is Verified," you may have already set up an account. To retrieve your password, click back, enter your email address and submit and then you will see the “Forgot Password" option.

 

Topic: I can't submit the registration form (missing fields).

Solution: If the registration form isn’t showing your email or partner information, please use a private or incognito browser window to open the form. Remember that you must use the exact link from the email for the form to pre-populate the fields. Please utilize a computer and not a mobile device when accessing the form. If you have continued trouble, please try from another device or browser as adblockers may be preventing the fields from pre-populating.

 

Topic: I can't change some fields on the form.

Solution: The email address and partner fields are intentionally unchangeable. If you need to modify any information in these fields, you will need to redo the certification process with the correct email address or under the correct Flex Pay Partner.

 

Topic: What is an acceptable proof of membership?

Solution: During the certification you indicated that you belong to a specific host /agency /affiliation /network /consortia. Flex Pay needs to verify your membership with that partner. Flex Pay typically accepts personal IATA/CLIA and agency specific identification numbers for your proof of membership. Agency level IATA/CLIA numbers do not validate your personal relationship. If you do not have any of those we may also accept verification letters issued by your agency pending we are able to validate the agencies relationship. Verification letters must be signed by the agency owner, dated within the last year and be addressed in your name. When registering under certain partners (Inteletravel & CLIA) we only accept an active personal membership number. Sample acceptable proof of membership can be found here.

 

Topic: Why do I need to provide all of this personal information?

Solution: Financing is a highly regulated space and requires strict compliance. Flex Pay performs a background screening on all users requesting access to our platform. Please note that not everyone may be eligible for an agent account.

Topic: Why Was I Denied A Flex Pay Account?

Solution: We regret that we were unable to set you up for a Flex Pay agent account at this time. During the registration validation process, information was found to be insufficient, ineligible, or unverifiable. Please refer to the registration email you received.

If you are eligible for reconsideration, that email will outline corrective measures that may be taken. For any reconsiderations, you will need to complete and submit a new registration form. Please find the email from noreply@formresponse.com to create a new submission. If you do not have that email, you will need to redo your certification to be issued a new registration form.

Resubmitting the same information will yield the same denial response. Resubmission with corrected information does not guarantee approval; it simply allows our team to continue the verification process.

Please understand that not everyone may be eligible for a Flex Pay agent account, and we appreciate your understanding and interest in the Flex Pay program.

 

Topic: How can I resubmit for account reconsideration?

Solution: If your registration denial email indicated corrective action for you to take, you will either need to recertify with an acceptable email address or create a new submission on the registration form with proper documentation. Please do not email us any membership documentation as it can only be submitted via the registration form.

Resubmitting the same information will yield the same denial response. Resubmission with corrected information does not guarantee approval; it simply allows our team to continue the verification process.

Topic: What is the commission rate for using Flex Pay?

Solution: Flex Pay does not directly provide any commissions for the use of our services. Using Flex Pay for your clients' trips should not affect any commission agreements you have with suppliers. Please contact the suppliers directly to understand their specific commission structures and policies.

Topic: I am having trouble with the temporary password.

Solution: Please ensure that your Flex Pay account is active. We may have deactivated your account if you have not submitted an application within the last 9 months. If your account is active, simply visit https://upgrade.com/flex-pay/agent/sign-in and hit "Forgot Password" to receive a new temporary verification code. If your account is inactive, please submit a request for reactivation by selecting the topic from the drop down menu above

Verification codes expire within 5 minutes, so you must use them as soon as possible! Please only request one code at a time. Requesting multiple codes could result in errors due to emails arriving out of order.

 

Topic: The system is asking for a 6-digit code upon login.

Solution: If you are prompted for a 6-digit code after signing in, you have set up Multi-Factor Authentication (MFA) for your account. This code is separate from any password reset verification codes and is generated from the Authentication app on your device. You will need to open the app you used to set up MFA to receive a unique 6-digit code that changes every 30 seconds.

For more information regarding MFA, please review this brief video: https://vimeo.com/1065211582/9f7f69f307?share=copy

If you had set up MFA and got a new mobile device, you will need to re-setup authentication to your new device. Please indicate that you still need assistance below so we can reset your MFA connection. You may be required to submit documentation proving account ownership.

Topic: Where can I find marketing resources?

Solution: Marketing resources can be found here: https://www.upgrade.com/flex-pay/learning/marketing-resources/

 

Topic: How can I use Flex Pay marketing?

Solution: Simply visit the link provided above to register your website and request access to our marketing assets. You may only use the assets as provided, without any modifications or additional language. The finance and lending industry is highly regulated, and creating any custom marketing materials may result in account termination.

Topic: VAX Vacation Access Purchase Using Flex Pay

 

Solution: Flex Pay is directly integrated into the VAX booking engine. You do not need to complete certification & registration to be able to offer your client Flex Pay offers for their VAX purchases. Please see the instructions below on how your customer can utilize Flex Pay for their VAX purchase.

Flex Pay loans through Upgrade are available only on select reservation types, travel partners, and amounts on the VAX platform. Look for the Pay Monthly tag under the reservation's total amount. Only pay later or deposit reservations qualify for Flex Pay and reservations with full amounts that are due immediately do not qualify.  

Here are the steps needed to build and complete a booking with VAX:

Steps to Build the Reservation

1. Select a Qualifying Reservation

After planning your client’s trip, go to the checkout page. 

2. Payment Information

In the Payment Information section, do not enter any payment details or credit card information, leave this field blank.

3. Complete the Booking 

You can click to complete the booking without payment information. The Flex Pay process can only begin once a reservation is generated.

4. Send a Payment Request to the Customer

From the reservation screen, in the top-right corner, click on Payment Request (next to Fund Request and Price Match).
A pop-up will appear for the Email Payment Link.

5. Email Payment Link

Fill out the following information for the Email Payment Link:

• To: Enter your client’s email address.
• Add another recipient: Use this if you need to add additional recipients.
• From: This field will be auto-filled and cannot be edited.
• Reply To: Enter your email address.
• Subject: Enter the reservation ID in the subject line.

6. Review and Send

Review the email, and when ready, send it. Do not make any changes to the body of the email, as this may cause issues with the payment link.

Steps for Client to Complete the Booking

1. Open the Email

Have your client open the email you sent them and have them click the Payment Link.  This is where the client will apply for a Flex Pay Loan through Upgrade.

2. Pay Monthly

The client will select Pay Monthly to continue the application with Flex Pay.  Have them complete Check My Rate for a soft credit inquiry and verification of identity.

3. E-Sign Documents/Policies

Have the client complete the signing and acknowledgements.  The client will find out here if they are approved for the Flex Pay loan.

4. Choosing Loan Terms

Your client will select the loan they would like to move forward with and enter payment details.  Once the client selects Accept, the loan will finalize, and they will receive their lending documents.

5. Applying Loan to Reservation

Have your client navigate back to the reservation, there will be a radio button about agreeing to the supplier terms.  Once the client agrees, they may select Add Payment to finalize the booking with the Flex Pay loan.

Topic: I have a new email address or I need to change the partner listed on my Flex Pay account 

Solution: If you have a new email address, you will need to re-complete the certification process with your new email address.

If you have changed your host/network/agency/partner and are keeping your email address, simply fill out this special form: https://upgrade.jotform.com/242756070681964. A member of our team will modify your existing account within a few business days.

Please note that if you are moving your account from GoCCL to a full account, you will lose access to Carnival Special Offers, as low as 0% APR for Carnival from the GoCCL tool.

If you move from a full account to GoCCL, you will only be able to use that account to purchase Carnival Cruises with the special offers, as low as 0% APR.

 

Topic: I need to access to multiple partners in addition to Carnival

Solution: The Flex Pay tool does not support multiple partners via the same email address. You will need to certify under your host / network / agency / consortia for your primary account. With your primary account you will be able to use Flex Pay for any travel purchase.

To get the registration link for your specific host / network / agency / consortia, please adjust the topic in the above by selecting "No, I do not have an account" and then select topic "How Do I Register". You will use the GoCCL account for purchases with Carnival Cruise Line so your customer can receive Carnival specific financing offers and your primary account for everything else.

If you have already set up your primary account under Carnival GoCCL, please submit the change form here: https://upgrade.jotform.com/242756070681964 and then re-complete the certification process for GoCCL again using your new secondary email address.

Topic: What is the link I will log into the agent tool at? 

Solution: Agents with accounts will login at https://upgrade.com/flex-pay/agent/sign-in. Please note: This is a different link than customers use.

 

Topic: My customers isn’t receiving the application.

Solution: We recommend sending the application via email only as some carriers may block the application via SMS. Even if an application is sent to an email address, customers can still open and fill out the application from a mobile device.

 

Topic: My customers application says that it is expired.

Solution: Agents should only send customers one application at a time. If agents send multiple applications to customers it is possible that the applications arrive out of order. Every time a new application is sent the old application is expired. 

Please ensure your customer is only opening the most recent link provided. If the customer has continued trouble, they should try opening the application in a private window or from another device.

 

Topic: How does my customer get the Flex Pay application?

Solution: Agents must initiate the Flex Pay application for their clients by logging into the tool at the link above. Agents will fill in customer purchase information and send the application to their customer. Customers will open the application and fill in the information on their end immediately. This process is not designed to be completed at a later date and time. If approved, and the customer selects their plan a virtual card will populate on your agent screen to take and charge immediately. For issues related to virtual cards, please change the topic above to "Flex Pay Virtual Card / Refunds."

Check out our helpful training videos on the process:

Travel: https://vimeo.com/1009287338/58e24a8fd7

Retail: https://vimeo.com/1013691332/6a0b205034

GoCCL: https://vimeo.com/1013691563/a365ad232f

Onboard: https://vimeo.com/1013692512/80ed981553

 

Topic: My customer has questions about their Flex Pay application decision.

Solution: Customers can immediately login to upgrade.com/pay to see information regarding their application decision. If a customer has questions about our decision, including any offers available to them, direct them to contact Upgrade at our dedicated support information at 844-257-5400 or at customercare@upgrade.com.

Agents are not financial advisors and should not speculate for any reasons why a customer could not be approved or provide customers any advise for which plans to select.

Topic: How do I get the Flex Pay virtual card?

Solution: The Flex Pay process is designed to happen simultaneously between you and your customer. Simply send them the application; they will apply from their device, and if approved, we will display the Flex Pay virtual card on your screen for you to pay for the customer's purchase in full immediately.

 

Topic: How do I use the Flex Pay virtual card? / The Flex Pay card is declining.

Solution: The Flex Pay virtual card works like any normal credit card. Simply use the card details to process the payment with your preferred booking engine or supplier. If the card is declining, it may be due to an ineligible purchase. Flex Pay cannot be used for Stripe, Square, PayPal, Venmo, debit card, and prepaid gift card purchases. Additionally, some providers may require physical cards for verification, and Flex Pay does not maintain a list of these providers. Please ensure you understand these policies before completing your customer's Flex Pay purchase. Flex Pay cannot issue any credit card authorization forms.

 

Topic: Which partners can I use the Flex Pay card with?

Solution: Flex Pay does not need a direct partnership with a supplier for you to use Flex Pay for your client's purchase. Simply use the virtual card as you would a normal credit card, regardless of our partnership status with the supplier.

 

Topic: Can I use Flex Pay for a down payment/deposit? Or after a down payment/deposit has already been put down?

Solution: Yes, the Flex Pay agent tool is versatile and flexible. Your customer can choose to use Flex Pay at any point in their purchase including just for a down payment / deposit or for a remaining balance. When making travel purchases, some advance purchase may be required. Check your agent tool for specific advance purchase requirements.

 

Topic: I lost /never got / never used the virtual card and need access to the details.

Solution: The virtual card is designed to be used immediately to pay for the purchase up to the approved loan amount. If your screen never updated, you closed the screen, or you never charged the card, please call us at 1-888-893-2227. A member of our team will assist you with the virtual card information. Virtual card information cannot be shared via email, and we may require additional verification from your customer to ensure they are expecting the purchase.

 

Topic: My customer needs a larger purchase or wants additional items. Can I use the same virtual card?

Solution: The Flex Pay virtual card is designed for a single use at the initial time of purchase, up to the initial loan amount. If your customer needs a larger amount or funds at a later time, they can simply apply for a second loan for the new amount.

 

Topic: My customers purchase has been refunded. What do I need to do?

Solution: If your customer is eligible to cancel and refund their purchase, simply follow your regular cancelation procedures. The supplier should issue a refund to the virtual card used to complete the purchase and we will reduce the customer balance based on the amount received. If any cancellation fees apply, simply have the supplier refund only what is eligible for refund back to the Flex Pay virtual card. Your customer may still have an obligation to continue their monthly payments if only a partial refund was issued. Interest accrued during the period the customer's loan was active will not be refunded.

It may take one billing cycle for Flex Pay to receive and apply the refund to the customers balance. Customers should continue making their regularly scheduled payments until the refund is reflected. If your customer has questions about refunds, they can reach out to us by email at customercare@upgrade.com or by phone at 844-257-5400.

 

Topic: How do I know if my customers purchase is eligible for Carnival GoCCL 0% APR?

Solution: Flex Pay does not maintain a list of sailings that are eligible for 0%. As eligibility can change we recommend you check the GoCCL page for eligibility requirements here: https://www.goccl.com/en/Agent-Programs/flex-pay.

 

Topic: What purchases can I use my Carnival GoCCL account for?

Solution: Your Carnival GoCCL account may only be used for customer purchases made directly with Carnival Cruise Line. This includes items such as airfare, pre- or post-cruise hotels, shore excursions, drink packages, and Wi-Fi—as long as they are purchased directly from Carnival. You must know the total cost in advance before sending your customer the application. Payment for these additions should be made through FunShops or directly with Carnival. Independent air, hotel, and excursions are ineligible.

Misuse of the Carnival GoCCL tool will result in Flex Pay revoking account access.

If you need to make purchases with a different vendor, and are eligible, please update the topic above to: "New Email Address / Changed Host, Network, Partner / Additional Vendor Access" for how to gain access to other partners.

 

 

 

Please visit the Flex Pay FAQs located in the learning portal for additonal help. Be sure to select the most relevant FAQs based on your product type:

Travel FAQs: https://www.upgrade.com/flex-pay/learning/travel/faq/

Retail FAQs: https://www.upgrade.com/flex-pay/learning/retail/faq/

Onboard FAQs: https://www.upgrade.com/flex-pay/learning/onboard/faq

0% APR FAQs: https://www.upgrade.com/flex-pay/learning/zero-percent/

Thanks for reaching out to Flex Pay! We're glad we were able to quickly resolve your question and hope you have a great day.

Completing certification does not mean you have an account.

Travel Agents: Ensure you've completed both the certification and the separate registration form from noreply@formresponse.com before requesting reactivation.

Supplier and Retail Agents: Accounts are typically set up immediately. However, if we couldn't validate your account information, you may have been assigned a form after certification. Note: Our system cannot accept special characters (including hyphens) in the name field, and phone numbers must follow this format: xxx-xxx-xxxx (no +1 or 001 prefix). If assigned, the form comes from noreply@formresponse.com.

If we cannot find an account to reactivate or you completed the process under an incorrect partner, you will likely need to recomplete certification.