May 8th, **UPDATE to May 5th Missing Approval/Postback relays after Process to Gateway:
At approximately 6 PM EST on May 8, 2025, Nuvei Technicians identified and corrected a web service misconfiguration, resolving the missing Approval relay errors reported between Sage and other XML Web Service methods. If any related issues persist, please contact Merchant Support Services at 800-261-0240 (Monday–Friday, 8 AM to 7 PM EST) or email support.paya@nuvei.com for assistance.
May 5th, Missing Approval/Postback relays after Process to Gateway
Nuvei has identified an issue that’s determined impact to Sage software users and other third-party integrations using XML Web Services and API methods. Currently our technicians are continuing to work towards a resolution point. For all merchants who are experiencing an example of the following return errors, we recommend to first verify the transaction attempt in the Virtual Terminal, before making the next process or post action as an alternate workaround:
Sage 50: Conversion to sale failed: INTERNET CONNECTION ERROR
Example: Process submitted from software not returning Approval Message, indicating “Conversion to sale failed: INTERNET CONNECTION ERROR”, leaving payment as Auth Only type in gateway Open Batch and unmarked as Paid to invoice.
Solution: Search to verify the transaction attempt in Virtual Terminal. If approved and shown as Auth Only, use the Adjust option to capture as a Prior Auth status to Open Batch for settlement.
In Sage 50, locate the unpaid Invoice and select the Record option to enter the last four card number, Amount, and Approval Code to save to a Paid status.
XML Web Service and API methods: 911911 SECURITY VIOLATION
Example: Process submitted from software returning 911911 SECURITY VIOLATION.
Solution: Search to verify in Virtual Terminal; if no entry appears in results or any other decline response found, retry process again from software or gateway. Use the View Option to see details of the Transaction Message for Approval Code details for receipt or other post saving as necessary.
For more assistance, please contact Merchant Support Services at 800-261-0240 or send email to support.paya@nuvei.com.
April 18th, ACH Production Issue Notice of delayed transactions.
We have identified a problem with our Paya ACH processing. Some ACH transactions scheduled to process on April 16th were delayed and customers may see up to one day delay in posting of transactions. Should you have any questions, please contact Paya ACH support at eft-customersupport@nuvei.com.
March 14th, AMEX Duplicate Funding Conclusion
We have identified the remaining duplicate funding of Amex transactions from transaction dates March 4th - March 6th. In partnership with AMEX, we are submitting those transactions for reversal action today. Should you have any questions, please don’t hesitate to contact us or send email to support.paya@nuvei.com for assistance.
March 13th, AMEX Duplicate Funding Identified - continued
There are some remaining duplicate Amex transactions that have identified from the transaction dates March 4th and March 5th. We are continuing to investigate with AMEX merchant services to verify file settlements for this period. For any remaining duplicates that are confirmed, we will coordinate with AMEX to reverse those transactions.
March 6th, AMEX Duplicate Funding Identified to March 3rd activity date - UPDATE: COMPLETED
Paya/Nuvei’s investigation has now concluded. We identified an update made by a third party on March 3rd that resulted in a duplicate file transmission to AMEX ESA clients. These duplicates have been reversed as of March 7th; however, we are reviewing to ensure all impacted transactions have been resolved. For all other questions, please contact 800-261-0240 8AM-7PM EST Monday through Friday for assistance.
March 6th, AMEX Duplicate Funding Identified
Paya/Nuvei is currently investigating a recent alert of reconciliation discrepancies that may have resulted in duplicate funding for American Express sales that processed between March 3rd and March 4th, 2025; We will continue our further research with our Host Acquirer and AMEX Merchant Services, to verify all settlement statuses to determine the next action of plan for making resolution. Our Support team will also be available for help to gather additional details to include with our open research case. For all other questions, please contact 800-261-0240 8AM-7PM EST Monday through Friday for assistance.
March 5th, 2025, Scheduled Production release for Paya Connect
- UPDATE: COMPLETED
**Paya Connect's production maintenance was successfully completed on March 5th at 3:47AM EST. No critical impact of service interruptions have been reported at this time, but we still encourage to send description examples of any processing error results to support.paya@nuvei.com for assistance. Our Support team will also be of assistance at 800-261-0240 8AM to 7PM EST, Monday through Friday.
March 4th, 2025, Scheduled Production release for Paya Connect
Paya Connect will have scheduled maintenance performed on March 4th, 2025, starting at approximately 2AM EST - 4AM EST. Please note this may only impact merchants using the web portal through payaconnect.com or other Integrated gateway methods. We do not expect service interruption during that period, but if there is any incident error in that timeframe, please send examples of the result to support.paya@nuvei.com for assistance. Our Support team will also be available at 800-261-0240 Monday through Friday 8AM to 7PM EST.
2/17/25 - Moneris IPP320 unable to function on Paya Connect Desktop 3.0.0.19
Paya/Nuvei has identified an error to swipe capabilities affecting Sage CA Editions using the Moneris IPP320 and the newest update to the Paya Connect Desktop version 3.0.0.19. Please follow the latest article for steps and details to the rollback procedure for resolution.
Moneris IPP320 unable to function on Paya Connect Desktop 3.0.0.19
2/13/25 - Paya Connect Desktop 3.0.0.19 Update Release Notice
Paya/Nuvei Bankcard Support experienced a high volume of calls within the last 24-48 hours with reports of application errors subjected to the new 3.0.0.19 update released on February 12th, 2025. As we may continue to receive communications from those reaching out for help, & while we also continue researching further towards solutions to all error descriptions, we do highly recommend to consult with your System Administrator for assistance with completing the application update or uninstall and reinstall of the program if necessary. Please see the next following article for more tips and steps to resolution procedure.
Paya Connect Desktop 3.0.0.19 Update Release Notice 2/12/2025
1/29/25 - Service Interruption 5:38pm EST (Resolved)
Paya/Nuvei has isolated the issue impacting Moneris merchants that are using Sage software for processing with the Core Virtual Terminal Gateway. A fix has been implemented that should mitigate the errors experienced, including “Unable to Process 999999”.
If you continue to experience issues, please reach out our support team at support.paya@nuvei.com or 1-800-261-0240.
Thank you for your patience.
1/28/25 - Service Interruption 2:00pm EST
Paya/Nuvei has identified a service interruption that’s impacting our Moneris merchants that are using Sage software for processing with the Core Virtual Terminal Gateway. Error results such as “Unable to Process 999999” may be returned with processing failures.
Our Incident Management Team is currently investigating/troubleshooting at this time. We will provide updates as they become available.
Thank you for your patience.
Q1 2025 Quarterly Maintenance
