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    Maintenance and Service Interruption Alerts

    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 perform the below  steps on the impacted terminals:

    *Please batch & settle out before proceeding with the next steps*

    How do I know if I will be affected by the Verifone Reboot Loop?

    VX terminals (VX 520, VX 805, VX 820, VX 820 Duet, VX 680, VX 690 and VX 675) and e Series terminals (e315, e315m, e335, e355) with CommServer software prior to version 5.4.4 or 4.9.3 could be impacted by this issue.

    Resolution

     If the CommServer on your terminal is prior to 5.4.4 or 4.9.3, proceed with the steps below:

    Link: Verifone VX520 device continually rebooting and Application Update

    Link: Verifone VX680 device continually rebooting and Application Update


    ALERT: RESOLVED
    Payment and Vault Transactions Processed over Paya Direct API (api.sagepayments.com) Return INTERNAL SERVER ERROR
    06/14/2019 2:38 pm EDT - 5:42 pm EDT

    06/14 5:45 pm EDT -Direct API service was restored at approximately 4:30 pm. SMP continued to experience sporadic connectivity until approximately 5:42 pm.

    06/14 5:10 pm EDT -If you continue to receive an error processing through SMP, specifically a 2899 error, please reboot your mobile device, then launch the SMP app and try again. You should experience normal processing.

    06/14 4:30 pm EDT -We also determined that Sage Mobile Payments (SMP) transactions were returning an error. We've deployed a fix and we have seen normal business resume on both SMP and Direct API.

    06/14 3:55 pm EDT -We are currently investigating an issue that is resulting in an INTERNAL SERVER ERROR response on payments and vault transactions processed through the Paya Direct API.  The issue began at approximately 2:38 pm EDT. Additional details will be provided as they become available. We apologize for this inconvenience and thank you for your patience.


    ALERT: RESOLVED
    Files Imported to Paya Virtual Terminal on and after 06/13/2019 are stuck in Uploaded status
    06/13/2019 - 6/14/2019

    6/14 12:20 pm EDT -We have restored the file upload service and files in Uploaded status have been processed successfully.

    06/14 9:26 am EDT -We are aware the number of files imported into Paya Virtual Terminal beginning on Thursday, June 13, are stuck in Uploaded status and have not been processed. We are working to correct the issue and get those files processed as quickly as possible. To avoid duplicating payments, we ask that you please do not import the same file a second time.


    ALERT: RESOLVED
    Merchants using Sage Exchange Desktop (SED) report INTERNET CONNECTION ERROR when processing transactions
    06/13/2019 6:00 am - 1:00 pm EDT

    06/13 1:10 pm EDT -We have restored gateway.sagepayments.net to normal operation and confirmed with customers that daily processing has resumed.

    Our apologies for this inconvenience.

    06/13 12:35 pm EDT -Systems and APIs known to be impacted.

    • SED with Sage 50 and 300
    • RESTful API (Gateway.sagepayments.net)
    • BIN Lookup API
    • Account Updater Report API

    06/13 11:55 am EDT -We've identified that the error will display in SED trace log as a 500 Internal Server Error. This matches an error we've identified with merchants using RESTful API (gateway.sagepayments.net) to submit payments as well. We are continuing our investigation to find the root cause.

    Sage 50 users, please note that if the transaction is approved, the invoice will be marked Paid in Sage 50, but you may need to sign in to Virtual Terminal to capture those transactions at the end of the day.

    Follow these steps to capture a transaction: https://support.paya.com/44642-how-to/310150 

    06/13 10:55 am EDT -Multiple Paya customers have reported an INTERNET CONNECTION ERROR response when attempting to process transactions through the SED application. Transactions are being approved but the conversion from a pre-authorization to a prior auth is resulting in the error. If you see this error, please check your Virtual Terminal before attempting to re-run your customer's card. We are working to identify the cause of this issue and put a fix in place as quickly as possible.


    ALERT: RESOLVED
    Sage 50 eInvoice is Not Updating
    06/11/2019 - 06/12/2019

    06/13 10:50 am EDT -This issue was resolved at approximately 4:00 pm EDT on June 12, 2019.

    06/12 11:35 am EDT -We have identified an issue that, as of approximately 11:00 pm EDT on 06/11/2019, is preventing invoices from being pushed from Sage 50 into Payment Center. In addition, invoices emailed to customers and paid are not updating the invoice status in Sage 50. Our IT teams are engaged and actively working to resolve the issue. We apologize for any inconvenience.


    ALERT: Resolved
    Error 404 when Exporting Transactions and Batch Details on Sageexchange.com
    05/23/2019

    05/23 11:30 am EDT - We have identified the cause of the issue and deployed a fix to the Sage Exchange servers.

    05/23 10:00 am EDT - We are currently working towards resolving the issue where an Error 404 is retrieved when attempting to export transaction information or batch details from the sageexchange.com website. Further details will be provided once the issue is fully diagnosed or solved. We apologize for any temporary inconvenience. 


    ALERT: RESOLVED
    Sporadic Issues Submitting EMV Transactions Through Paya Gateway and Errors Logging Into Sage Exchange Domain
    05/17/2019 2:30 pm EDT - 7:00 pm EDT

    05/17 7:05 pm EDT -We have isolated the cause of these sporadic issues and service has returned to normal operation.

    05/17 5:00 pm EDT -We are investigating an issue that is resulting in errors when users try to sign in to applications on the sageexchange.com domain, such as Paya Exchange and Payment Center. Some users processing EMV transactions through Sage Exchange Desktop (SED) or through another integrated solution are experiencing transaction timeouts. We are working to restore services to normal as quickly as possible. Our apologies for this inconvenience.


    ALERT: RESOLVED
    Reporting Issues in Virtual Terminal and Paya Exchange
    05/11/2019 - 05/13/2019

    05/13 2:30 pm EDT -Reporting in Virtual Terminal and Paya Exchange has been restored to normal.

    05/13 10:00 am EDT -We are aware of an issue that is causing some transaction data to not be displayed in Virtual Terminal and Paya Exchange this morning.

    1. Transactions processed on 05/11 and 05/12 do not appear in the results of a transaction search in Virtual Terminal or Paya Exchange.

    2. Batches settled during that same time show up in the Settled Batch reports, but clicking on a batch reference number in Virtual Terminal shows no results. Results do show in Paya Exchange.

    3. Transactions between 5/10 and 5/13 that have been Voided do not appear in Virtual Terminal or Paya Exchange.

    Settlement reports can be obtained from
    My Virtual Reports if needed immediately, while we are working to restore the missing data to Virtual Terminal and Paya Exchange.

    Follow these instructions to register for My Virtual Reports: https://support.paya.com/44509-my-virtual-reports/308783

    A user guide for My Virtual Reports can be downloaded here: My Virtual Reports QRG 


    ALERT: RESOLVED *UPDATED 05/13/2019*
    Multiple Paya Gateway Users are Receiving "999999 UNABLE TO PROCESS"Errors
    05/10/2019 1:00 am - 9:30 am EDT

    05/13 01:00 pm EDT -We have received a few reports of merchants seeing transactions that processed more than once on 05/10/2019. Please carefully review your settlement for multiple charges to the same card in the same amount. Follow these instructions to submit a refund to a card, if needed, in Virtual Terminal or Paya Exchange.

    How to Issue a Refund in Virtual Terminal

    How to Issue a Refund in Paya Exchange

    05/10 9:45 am EDT -The issue has been identified and resolved. Processing transactions should now function as usual. We apologize for any inconvenience.

    05/10 8:15 am EDT -Multiple Paya Gateway users are experiencing a "999999 UNABLE TO PROCESS" error when attempting to submit transactions. Our IT teams are engaged and working to resolve the issue as quickly as possible.



    ALERT: RESOLVED
    Paya Gateway Bankcard and Virtual Check Order Confirmation Emails
    05/08/2019

    05/08 4:35 pm EDT -We identified a backlog of emails caused by a number of bad addresses being retried multiple times. We have cleared the bad addresses and we are beginning to see normal delivery resume. We are working on a long-term fix to prevent future occurrences of this issue.

    05/08 3:00 pm EDT -We are aware of an issue in which some of our customers and their clients have not been receiving Order Confirmation emails for their Bankcard and Virtual Check transactions processed through Paya Virtual Terminal or Paya Exchange. We are currently investigating the cause of the issue. Our apologies for any inconvenience.


    ALERT: RESOLVED
    Paya Services Transaction Processing Disruption
    05/07/2019 9:55 pm EDT - 05/08/2019 12:57 am EDT

    05/08 7:45 am EDT -We identified a partial disruption of transaction processing on our Paya Services platform at approximately 9:55 pm EDT on 05/07. Service was restored shortly after 10:00 pm and fully restored at approximately 12:57 am. Approximately 50 transactions were impacted.


    Planned Platform Upgrade May 11, 2019 1:00 - 6:00 am EDT: COMPLETED

    Paya will be performing the second in a three-part series of upgrades to our transaction processing platforms on Saturday, May 11, 2019 between 1:00 am EDT and 6:00 am EDT. These upgrades are part of our ongoing efforts to transition our infrastructure to our state-of-the-art data center facility over the coming months.

    During the maintenance window, transaction processing platforms may be unavailable for up to three (3) hours. Users may receive a 503 Error (UNABLE TO PROCESS). This means they may be unable to submit transactions, settlements, or reporting inquiries to the Paya Gateway until after maintenance is completed.

    Every effort will be made to keep the planned service interruption during the upgrade as brief as possible. Details regarding additional upgrades will be communicated at a future time.

    We appreciate your understanding and apologize for any inconvenience.


    ALERT: RESOLVED
    Funding Delay for Electronic Check Payments from April 23, 2019 and April 24, 2019 
    04/23/2019

    04/25 09:00 am EDT -We've received confirmation that the banking platform has returned to normal operation. Files submitted on April 23 will be processed effective today; one day late. Files submitted on April 24 will also be processed today, which is normal. We thank you for your understanding and apologize for this inconvenience.

    04/25 07:33 am EDT -We expect a funding delay of one to two business days for electronic checks submitted on April 24, 2019 in addition to April 23. We are in regular contact with our financial institution to monitor progress on a solution. The problem is not isolated to Paya as it impacts one of the three largest banking technology gateways in the US

    04/24 04:00 pm EDT -Due to an issue with a banking platform in the US, we expect a delay in funding of electronic check transactions submitted on April 23, 2019. We are closely monitoring the situation and will provide updates as further details emerge. We sincerely apologize for any inconvenience.


    Planned Platform Upgrade April 28, 2019 1:00 - 6:00 am EDT: COMPLETED

    Paya will be performing an upgrade to our transaction processing and file transfer platforms on Sunday, April 28, 2019 between 1:00 am and 6:00 am EDT. This is the first in a three-part series of upgrades in our ongoing efforts to transition our infrastructure to our state-of-the-art data center facility. The next upgrades are slated for mid-May and mid-June. Specific timeframes will be communicated in the coming weeks.

    During the maintenance window, transaction processing and file transfer platforms may be unavailable for up to three (3) hours. Users may receive a 503 Error (UNABLE TO PROCESS). This means they may be unable to submit transactions, settlements, or reporting inquiries to the Paya Gateway as well as retrieve or post files to the file transfer platform until after maintenance is completed.

    Every effort will be made to keep the planned service interruption during the upgrade 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


    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 04-23-2019.pdf

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