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    Maintenance and Service Interruption Alerts

    ALERT: RESOLVED
    "Processing Error" or "500" Error or "Internet Connection" Error using Sage Exchange
    06/18/2019-07/16/2019

    07/17 11:15 am EDT -Service has been completely restored to normal parameters as of approximately 8:00 pm EDT on Tuesday, July 16, 2019. We will continue to closely monitor daily operations to ensure behavior is typical. Please contact our Support team at support@paya.com if you experience any difficulty processing payments.

    07/15 12:55 pm EDT -Our teams continued to deploy fixes over the weekend and we have seen a dramatic drop in the number of errors users are experiencing. Our tech teams are fully focused on this issue today. Please report any new occurrences to support@paya.com.

    07/12 02:30 pm EDT -Our outside analysis has identified the primary reason for the errors our users have been experiencing. We are in the process of deploying a fix to address the concern and are targeting completion by tonight.

    07/12 10:00 am EDT -We have implemented a number of improvements to our system performance and have seen a significant reduction in the number of errors. As a secondary effort, we are in the process of running an outside analysis of our network. This is being done in an effort to identify any potential root cause of errors within our data center. We expect to have a preliminary analysis completed today.

    07/10 4:15 pm EDT -We continue to improve system performance and are seeing a reduction in the number of errors users are experiencing. We are still working to ensure we cover every possible angle and implement the best possible solution.

    07/08 4:45 pm EDT -A number of updates to address these issues are being rolled into production slowly. We expect errors to be reduced dramatically as updates go live over the next few days.

    07/03 02:55 pm EDT -We are developing another round of enhancements to address the errors that customers continue to experience. We are aiming to have these ready by early next week. A more definitive release date will be posted once it becomes available.

    07/01 08:44 am EDT -We implemented a number of updates on the evening of Friday, June 28. Postback service was restored and the majority of transaction errors have ceased after that time. We are continuing to monitor closely for any additional instances of difficulty leveraging our payment processing systems.

    06/28 02:15 pm EDT -We have implemented some updates that appear to have greatly reduced the number of errors customers experience. We are continuing to work on a full solution and will be implementing additional steps throughout the rest of the day today.

    Postback service in Paya Exchange Virtual Desktop, Paya Connect Desktop and Payment Center is currently not working and we are still working to restore that service.

    06/28 09:30 am EDT -We have received reports of postback not working in Paya Exchange Virtual Desktop and we expect that is related to this matter. We are actively working to restore service as quickly as possible.

    06/27 05:00 pm EDT -We are continuing to work to identify the cause of this issue and implement a solution as quickly as possible. We apologize for the ongoing frustration. If your daily transaction activity is not reliant on stored cards, you can process in Paya Virtual Terminal without issue while we continue our efforts.

    Access the Virtual Terminal at: https://www.sagepayments.net/virtualterminal

    Virtual Terminal FAQ

    06/26  04:30 pm EDT -We are continuing to trace the root cause of multiple instances of sporadic processing issues through Paya Exchange solutions. Some of these present as a "500 Internal Server" error or "Internet Connection" or "Processing Error" messages. Paya Exchange Virtual Desktop, Sage Exchange Desktop, Paya Connect Desktop and Paya Connect are processing solutions that are impacted. We are working to restore normal service as quickly as possible.

    06/25 05:20 pm EDT -We are investigating an issue in which a small number of merchants are reporting an “seRequest 500” error when processing Auth and Capture requests in Sage X3. In the event of an auth request, it is possible that the transaction was authorized; please check your transaction report in Paya Exchange or Virtual Terminal prior to reprocessing. In the case of an auth or a capture, running the same request again a few minutes later is usually successful. Our IT teams are working to resolve this issue as quickly as possible.


    ALERT: RESOLVED
    411411 ITEM NOT FOUND Error When Capturing Pre-Authorized Bankcard Transactions
    06/24/2019 -06/28/2019

    07/17 11:15 pm EDT -Service has been restored to normal parameters as of approximately 8:00 pm EDT on Tuesday, July 16, 2019. We will continue to closely monitor daily operations to ensure behavior is typical.

    07/14 12:55 pm EDT -We are continuing to work with Community Brands to eliminate 411411 ITEM NOT FOUND errors. Between July 12 and July 15, there have been a small number of errors when attempting to obtain a preauthorization using a newly stored card. We have not seen any new ITEM NOT FOUND errors when attempting to capture (PostAuth) existing preauthorizations.

    07/12 02:30 pm EDT -Community Brands has reported no new occurrences of 411411 ITEM NOT FOUND errors since late Wednesday afternoon, July 10. We are continuing to make improvements to our internal systems while we verify that the issue is truly resolved.

    07/12 10:00 am EDT -We continue to work directly with Community Brands to identify the cause of and resolution to this issue. As a secondary effort, we are in the process of running an outside analysis of our network. This is being done in an effort to identify any potential root cause of errors within our data center. We expect to have a preliminary analysis completed today.

    07/10 4:15 pm EDT -Our IT teams are working closely with our impacted partner, Community Brands, to resolved this issue. We believe we have zeroed in on the cause and are working to confirm and implement a solution as quickly as possible.

    07/08 4:45 pm EDT -A number of updates to address these issues are being rolled into production slowly. We expect errors to be reduced dramatically as updates go live over the next few days.

    07/03 02:55 pm EDT -We are developing another round of enhancements to address the errors that customers continue to experience. We are aiming to have these ready by early next week. A more definitive release date will be posted once it becomes available.

    07/01 08:44 am EDT -We implemented a number of updates on the evening of Friday, June 28 and the majority of transaction errors have ceased after that time. We are continuing to monitor closely for any additional instances of difficulty leveraging our payment processing systems.

    06/27 05:00 pm EDT -We are continuing to work to identify the cause of this issue. We apologize for the ongoing frustration.

    06/25 11:00 am EDT -We are currently investigating an issue in which a small number of merchants using our Paya Exchange Virtual Desktop integration method are receiving a "411411 ITEM NOT FOUND" response when attempting to capture some of their pre-authorized bankcard transactions. The issue does not impact all transactions, but impacted transactions are not captured and as a result will not be settled or funded.

    If you receive this error, please sign in to your Paya Exchange portal or Virtual Terminal to capture the payment manually and ensure there is no delay in funding. We are working to determine the cause of the issue and restore normal service as quickly as possible.

    How to Capture a Transaction in Paya Exchange

    How to Capture a Transaction in Virtual Terminal


    ALERT:
    Paya Services ACH Transactions processed through Paya Gateway are not updating to Settled status
    02/20/2019 - Present

    06/26 09:00 am EDT -We are investigating the root cause of a reoccurring issue in which ACH transactions processed through Paya Gateway are not reflecting a status of "Settled" when users review their transactions in Paya Virtual Terminal or their integrated solution. In these cases; transactions are being processed successfully and customers are receiving funds as usual; only the reporting is impacted.

    This problem has occurred sporadically since late February and the investigation into the root cause is ongoing. We are re-running the status update process for June 2019 and expect everyone's reported to appear normal in the next few business days.


    ALERT: 
    Vx Terminal Certificate Expiration on June 25, 2019 - Terminal Reboot Loop.

    06/10 5:00 pm EDT Troubleshooting steps have been updated for Vx520 and Vx680. Please refer to the steps posted below.

    06/10 5:00 pm EDT Verifone Terminals TSYS certificate will expire on June 25, 2019, causing terminals to continuously reboot. In order to address this issue, please click on this link: https://support.paya.com/vx




    Maintenance and Service Interruption Alerts archive 07-18-2019.pdf

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