2018 at Fidelity: Year in Review!

Over the past year, Fidelity experienced unprecedented growth and advancement in terms of its overall infrastructure, proprietary technology, customer service, and lineup of products and services. We’ve enjoyed witnessing the high levels of satisfaction among our merchants, developers, employees, and stakeholders— in part due to these many changes.

Here’s a list of some of the biggest improvements, product launches, and more from the past year.

Over the course of 2018…

  • We maintained a customer satisfaction rating of over 97.5%, based on over 24,000 service engagements


  • We boarded thousands of new accounts


  • Our HiFi POS department deployed twice as many POS solutions as was forecasted at the beginning of the year.

  • We automated even more aspects of our new account application process to ensure that applications can be submitted and improved as fast as possible. And, it worked: nearly 20% more applications were submitted and approved the same day since 2017!


  • We reached an 85% boarding rate for high-risk markets


  • We created a dedicated PCI department to help ensure PCI compliance for our Merchants


  • We moved into our expanded headquarters in the Brooklyn Navy yard! With over 4 times the space as our previous Brooklyn location, the larger headquarters features an expanded customer service department, a state-of-the-art deployment center for distributing payment terminals and technology, multiple training and conference rooms, and modernized workspaces that are designed to maximize employee comfort and productivity.


  • We received 100+ Google reviews from our merchants, with an average total rating of nearly 5 stars!


  • We introduced even more products, services, and features, such as:

    1. The latest payment terminals:

      • The Clover Mini LTE
      • The PAX S920
      • Clover Flex for Canadian Merchants

    1.  Clover Leasing Program

      • Clover’s Leasing Program equips qualifying Merchants with a full Clover point-of-sale and terminal solution at a great price with product damage protection!
    1. Recurring payments

      • Our flexible support for memberships, subscription services, and payment installments helps to automate payments, reduce error, and improve customer satisfaction.
    2. Support for eWIC Processing

      • The USDA’s electronic WIC benefits system (eWIC) is rolling out across the country. Our advanced solution allows merchants to process WIC electronic benefits transfer cards from the same payment terminal they use for other payment types! 

    1. Advanced EMV Processing

      • Our support for EMV processing became even more robust this year! Our Cardknox payment gateway is now EMV Level 3 certified, and our Cardknox portal and PaymentSITEs can now process transactions through a connected EMV card reader.
    2. Improved Security Measures and Technology

      • In 2018, we upgraded our software and hardware for the TLS migration; provided support for signature-free checkout in line with changing requirements; migrated our infrastructure to Amazon Web Services; and provided our employees with helpful security trainings and tips.

And that’s just the beginning!

In 2019, we’ll continue to grow our products and services and optimize our proprietary technologies. Here are a few things you can look out for in the year ahead:

  • A new-and-improved fidelitypayment.com

  • Even more software integrations and certifications for our Cardknox payment gateway

  • The launch of our chargeback alerts system for merchants

  • Cutting-edge, card-present payment support made possible by our Cardknox mobile app and compatible card readers

  • The new Cardknox Portal for merchants, offering a streamlined interface for  easy management of payment processing activity

  • Support for 3D Secure 2.0

  • eWIC Certifications with Leading POS Systems

We look forward to continuing to grow satisfaction in the year to come!