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    Maintenance and Service Interruption Alerts

    ALERT:
    Settlement Data from March 20, 2019 is not displayed in My Virtual Reports (MVR)
    03/21/2019 - Present

    03/22 09:11 am EST -Settlement data from 03/20/19, which would typically display in MVR with a file date of 03/21/19 is currently not displayed. Settlements are being processed and funded successfully; this is a reporting issue only. Our IT teams are engaged and working to populate the missing data as quickly as possible. We apologize for any inconvenience.


    ALERT: RESOLVED
    Runtime Error on sagepayments.net and sageexchange.com domains
    03/08/2019 8:00 am - 10:00 am EST

    11:40 am EST -There have been no new errors since we deployed the fix earlier this morning. During the disruption, there is a possibility that a small number of transactions were authorized but not recorded at Paya. Such an item will appear as a pending charge on a cardholder's statement but will not be settled, so funds will not be deducted from the cardholder. We suggest that all customers review the transactions in their open batch prior to running a settlement today.

    10:20 am EST -We deployed a fix for the issue at approximately 10:05 am EST and are monitoring for stability. The number of errors has decreased significantly since that time.

    09:50 am EST -We are investigating an issue causing multiple users to receive a Runtime Error when accessing the sagepayments.net or sageexchange.com domains. This impacts integrated services as well as users logging in to Virtual Terminal and Paya Exchange. Our IT teams are working to restore service as quickly as possible.


    ALERT: RESOLVED
    Paya Exchange users experiencing log-outs and Runtime errors
    03/06/2019 10:30 am - 4:00 pm EST

    04:15 pm EST -Both issues have been resolved.

    02:30 pm EST -We have resolved the issue which caused some users to be logged out of Paya Exchange and are continuing to work on the Runtime Errors in Paya Exchange Virtual Desktop.

    10:30 am EST -We are investigating an issue in which a small number of users are being logged out when attempting to navigate within the Paya Exchange web portal, or receiving Runtime errors when submitting transactions to Paya Exchange Virtual Desktop. We are working to restore service to normal as quickly as possible. We apologize for any inconvenience.


    Scheduled System Maintenance on Sunday, March 24, 2019 between 1:00 and 5:00 am EST

    We will be performing upgrades to our gateway platform on Sunday, March 24, 2019 between 1:00 and 5:00 am EST. This maintenance is part of our ongoing efforts to keep our systems as robust and secure as possible.

    During the maintenance window, all gateway services may be unavailable for up to an hour. Users may be unable to submit transactions, settlements, or reporting inquiries to the Paya Gateway and may not be able to access Paya Virtual Terminal and Paya Exchange or leverage our APIs and XML Web Services. Any scheduled operations that normally run during this window, such as recurring transaction processing, will be run once maintenance is completed.

    Every effort will be made to keep the service interruption as brief as possible. We appreciate your understanding and apologize for any inconvenience.


    Chase Paymentech NetConnect IP address updates 

    Chase Paymentech has added fallback IP addresses to ensure merchants have continuous service and robust uptimes in the event of natural disasters or other catastrophes. Chase Paymentech will begin resiliency testing on January 13 as part of their ongoing work to enhance infrastructure that supports merchant's business.

    If you whitelist to a specific IP, please refer to the table below to find the appropriate Fallback IPs to your system to prevent an interruption in service. 

    NetConnect URLs

    Primary IP

    Fallback IP

    netconnect.paymentech‌.net

    65.124.118.170

    12.96.58.170

    netconnect1.paymentech‌.net

    65.124.118.120

    12.96.58.120

    netconnect1.chasepaymentech‌.com

    206.253.176.170

    206.253.186.170

    netconnectka1.paymentech‌.net

    65.124.118.180

    12.96.58.180

    netconnectka1.chasepaymentech‌.com

    206.253.176.172

    206.253.186.172

    netconnect2.paymentech‌.net

    12.96.58.125

    65.124.118.125

    netconnect2.chasepaymentech‌.com

    206.253.184.171

    206.253.176.171

    netconnectka2.paymentech‌.net

    12.96.58.185

    65.124.118.185

    netconnectka2.chasepaymentech‌.com

    206.253.186.173

    206.253.176.173


    Visa Credit Assessment Fee Increase

    12/03 - Effective January 1st, 2019 Visa will increase the U.S. Acquirer Service Fee by 0.01% on all credit card transactions. 


    Settlement Reports for third-party payment applications are not displayed in Paya Exchange -September 6, 2018 to Present

    We are investigating an issue where some settlements, notably batches settled on Authorize.net and other third-party payment applications, are not displayed in Paya Exchange under Reports, Batches, Settled. This is a reporting issue caused by a change in the formatting of data received by our vendor. Settlement and funding processes are not impacted. If you are not able to locate a batch that settled after September 5, 2018, please try searching on our reporting site, My Virtual Reports, for now. We are working with our vendor to resolve this matter.

    How do I access My Virtual Reports?


    My Virtual Reports drop-down menus are blank on Chrome and Firefox on MAC computers 

    Please refer to this KB article: Why are the drop-down menus in My Virtual Reports empty on Apple (MAC) computers?


    IP filtering for the Virtual Terminal

    Customers using the IP filtering for the Virtual Terminal are not able to log into the Virtual Terminal.  We are working on resolving the IP filtering feature, but at this time impacted merchants should set their IP Restrictions to "Allow All."


    Maintenance and Service Interruption Alerts archive 03-01-2019.pdf

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