ALERT: RESOLVED
Transaction Latency in Paya Exchange Integrations
11/19/2019 10:00 am EST - 2:00 pm EST

11/19 02:55 pm EST -The issue was isolated to a single server, and action was taken to restore service to normal at approximately 2:00 pm EST.

11/19 01:15 pm EST -We are continuing our work to identify the root cause of the latency that a small number users have experienced.

11/19 11:55 am EST -We are aware of an issue that currently is impacting Paya Exchange integrated solutions. The issue is causing transactions to appear to take longer than normal to process, and users may see an error or may not receive a transaction approval response back from Paya. The majority of transactions impacted are actually being approved; please check your Virtual Terminal prior to attempting the same payment a second time. Updates will be posted here as additional details become available.

ALERT: COMPLETED
Unplanned Maintenance Window-Sunday November 17, 2019 01:00-02:00 EST

Paya will be performing unplanned maintenance on the morning of Sunday, November 17, 2019 between 01:00 and 02:00 am EST. 

During this time, gateway services may be unavailable for a period of up to fifteen (15) minutes. Users 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 as brief as possible. We appreciate your understanding and apologize for any inconvenience.

ALERT:
Sage Mobile Payments Password Reset
10/17/2019 - Present

11/04 08:25 am EDT -In the next few weeks we will be launching an updated version of Sage Mobile Payment which will address this issue. A launch date will be provided once it is available.

10/24 09:45 am EDT -Our mobile vendor has a fix for this issue currently being tested. Once we are able to confirm the fix is good; we'll have a deployment scheduled.

10/18 10:00 am EDT -Our mobile vendor is working to address an issue that is preventing some of our Sage Mobile Payments (SMP) customers from being able to reset their passwords. Impacted users find that when they go through the password reset process and get to the step where they are prompted to select a new password, the entire page is greyed over and they cannot input any information.

We are working closely with our vendor to restore the password reset process to normal as quickly as possible. In the meantime, impacted users can contact our Support team if they need a password to be reset.

ALERT:
Verifone Terminals: Multiple Issues on XEVA440 version P

10/25 10:45 am EDT -Notice from our processing vendor:

Update: On October 24th, the Preferred AID functionality was disabled on the VX520 terminals and the Debit and Credit prompts enabled on the terminal display.  Merchants who have downloaded the XEVA440 Version P will need to perform a full download on both the terminal and the external pin pad to enable this change. If the merchant is on an older version, an EMA (Auto download) or full download will pick up this functionality. 

Note: TSYS is continuing to work with Verifone to resolve the VX680 Preferred AID functionality. Additional communication will be provided when available.

10/21 08:00 am EDT -Notice from our processing vendor:

The following updates to the application will be available for download on October 22nd:

• Reversals functionality for the Cash Advance
• Receipt Font will be enhanced with darker ink
• Store and Forward defaults so that it is easier to enable

Note: TSYS has identified an issue with disabling the Preferred AID functionality. Downloads done on or after October 22nd will not have this functionality disabled. TSYS is currently working with VeriFone to resolve this issue and will provide an update as soon as possible.

10/18 10:30 am EDT -Notice from our processing vendor:

The following updates to the application will be available for download on October 22nd:

• Preferred AID functionality will be disabled
• Reversals functionality for the Cash Advance will be added
• Receipt Font will be enhanced with darker ink
• Store and Forward defaults so that it is easier to enable
  
  

10/11 12:20 pm EDT -Notice from our processing vendor:

1. Preferred AID method:  On October 18th, the preferred AID functionality will be disabled and the Debit and Credit prompts will be enabled on the terminal display. Merchants who have downloaded the XEVA440 Version P will need to perform a full download on both the terminal and the external pin pad to enable this change.   

2. Purchase Return Authorizations/Response code 85: TSYS disabled PRA for the Verifone XEVA440 application on October 10th, 2019. By disabling PRA, this will resolve refunds with the Auth Response code of 85, that are not successfully capturing in the terminal's batch. Refunds will no longer go out for approval.  In order to pick up this change, impacted merchants will need to complete either a partial, full or EMA download. Communication will be sent once a new version of the application is available for PRA. 

3. Reversals for the Cash Advance: For merchants using Cash Advance, it was identified that the transaction reversal functionality is not available. A production fix will be installed on October 18th, 2019. This will require at least a partial download to resolve. 

4. Receipt Font:  The font on the receipts will be enhanced with darker ink color October 18th, 2019. This change can enabled through a partial download.  We are continuing to work with Verifone to increase the font size.

10/09 09:40 am EDT -We have been notified by our processing vendor that a small number of Purchase Authorization Refund transactions are not successfully capturing and settling. This means those particular refund transactions are not being debited from our customers' accounts and returned to the cardholders' accounts as normal.

We ask that our customers using a Verifone Vx520 terminal be diligent in checking their batches daily to ensure any refunds have been settled successfully. Again, the impact is extremely limited. If you come across an instance of a refund transaction not appearing in your settled batch, please contact Paya Support at 800-261-0240 or support@paya.com.

We are working with our vendor to implement a fix for this issue as quickly as possible.