Maintenance and Service Interruption Alerts
Update to Paya Exchange Desktop released August 9, 2018
Paya released an update to the Paya Exchange Desktop (formerly Sage Exchange Desktop) on August 9, 2018. Please see this article for additional details about the release for PED 2.0.2.39.
My Virtual Reports drop-down menus are blank on Chrome and Firefox on MAC computers -August 14, 2018
We are actively investigating an issue where the drop-down menus on My Virtual Reports (https://www.myvirtualreports.com) are empty when accessing the site through Chrome or Firefox on a MAC computer. If you have access to a non-MAC device, please use that to access My Virtual Reports until the issue has been resolved. We apologize for this inconvenience.
Upcoming Recurring Transaction Summary Emails Not Being Received -August 1, 2018 - August 14, 2018
Update 11:45 am EDT (08/14) - Upcoming Recurring emails are now being delivered, but the list of transactions was duplicated in the notification email. We are correcting the reporting. We have verified that the recurring records have not been duplicated and we do not anticipate any issue with the recurring processing on August 15.
Merchants are not receiving the Upcoming Recurring Transaction Summary email notifications that are generally sent one business day prior to a recurring schedule processing. Our IT teams are engaged and working to resolve the issue.
Ingenico Terminals - Certificate VeriSign Expires in (X) days - July 27 3:30 pm EDT (Resolved)
Update 5:00 pm EDT (8/09) - Update: The application to remove the SSL certificate error was installed and validated. Merchants can download the new application at any time to remove the expiring certificate warning message. Terminals using older applications will need to run a full download of the application; please call TSYS terminal support 24/7 800-847-2737 or 800-552-8227, have your terminal ID number ready when you call them.
Update 9:00 am EDT (8/09) - A fix for the certificate error on Ingenico terminals will be pushed into production on Thursday, August 9th, 2018 between 9 am and 5 pm PDT.
Update 4:30 pm EDT (8/08) -Our processing vendor has updated the certificates for Ingenico Terminals and is in the process of releasing an updated software application with new certificates. Users experiencing this issue can continue to process even if they see a "certificate expiration error" message. Once the new software has been released, any impacted users can contact Support to have the new application installed on their terminal.
Users are experiencing an error on Ingenico terminals that states the Certificate is about to expire. We have reported the issue to TSYS acquiring solutions who is providing the SSL Certificate. Terminals can still process transactions after pressing enter to bypass the error message. TSYS is working closely with Ingenico to resolve this issue. Additional information will be provided as it becomes available from TSYS.
Email Notifications Not Being Received -August 3, 2018 through August 6, 2018 (Resolved)
Update 11:00 am EDT (8/06) - We have deployed a fix at approximately 10:30 am EDT and email notifications are being sent. There is a backlog of email notices from the last few days to get through, so we do expect delays in email notifications being received while we catch up.
Update 8:45 am EDT (8/06) - We've identified an issue that is causing some users to not receive email notifications for transactions and settlements submitted through the Paya gateway. Password Reset emails are also impacted. The issue is actively under investigation by our IT teams. Further updates will be provided as they become available. For now, please log in to Paya Exchange or Virtual Terminal to review any transaction or batch details. We apologize for this inconvenience.
My Virtual Reports, Virtual Terminal and Paya Exchange sites returning users to Login Page -July 18, 2018, 8:00 am EDT - August 1, 2018 (Resolved)
Update 8:00 am EDT (8/02) - After extensive we can confirm that the patch deployed on 8/1/2018 has resolved the persistent session logout issue that was affecting most Paya Exchange and My Virtual Reports users.
Update 10:15 am EDT (8/01) - We have deployed a solution which addresses the issue of users being logged out of My Virtual Reports.
Update 9:00 am EDT (8/01) - We have deployed a solution which addresses the issue of users being logged out of Paya Exchange when launching Virtual Terminal from the Quick Links menu. We are continuing to work to resolve logout issues fully within Paya Exchange.
Update 9:00 am EDT (7/30) - We have identified a solution to the logout issue on the Paya Exchange and will be rolling out an update shortly. In the meantime please contact us for your Virtual Terminal credentials if you need to process right away.
Update 5:00 pm EDT (7/24) - Merchants using the Paya Virtual Terminal are now able to access the site and no longer being affected by the issue where users are being logged out of the account while navigating through the site. Merchants should be able to access the Virtual Terminal from Internet Explorer, Chrome, and Mozilla (we have not tested additional browsers at this time).
Update 9:00 am EDT (7/24) - Merchant's that are continuing to have troubles with accessing the Virtual Terminal or Paya Exchange from Chrome, or Firefox have had success with access the product from our merchant support page after clearing stored browsing data from their internet browser.
Update 6:00 pm EDT (7/23) - If you are continuing to experience difficulties after the patch deployed this morning, please try using the Mozilla Firefox browser in a private browsing window. We are implementing additional resources on our network to address the issue, and we strongly encourage merchants affected by this to continue to review this announcement page or reach out to our Customer support team for further updates.
Update 10:30 am EDT (7/23) - A patch was released to address the timeout issue in Internet Explorer, we believe that this patch has resolved the issue where users are getting kicked back to the login screen. We are still testing to ensure that this issue is resolved, please report any additional outages that you are experiencing.
Update 8:30 am EDT (7/23) - Some users are continuing to experience issues with being automatically returned to the login page after clicking on links within Virtual Terminal and Paya Exchange websites. We are still recommending that users clear browser data and try using Chrome or Firefox.
Update 1:00 pm EDT (7/20) - We have seen consistent results with users remaining logged in to our applications in both Chrome and Firefox. We can reliably reproduce a user being logged out with the following scenarios in Internet Explorer and Edge:
1. After a successful login, after approximately 1-3 minutes of inactivity, the next link or button clicked returns a user to the login page.
2. Any action that opens a new tab, such as clicking "View Receipt," returns a user to the login page.
Update 10:15 am EDT (7/20) - We have deployed an update, and our testing has shown the majority of the issues with users being returned to the login page have been resolved. Please contact Support if you continue to experience difficulty remaining logged in to My Virtual Reports, Virtual Terminal or Sage Exchange.
Update 4:15 pm EDT (7/19) - We are in the process of testing a possible solution. Once we have completed testing, if all goes well, we will deploy a fix to production. Additional updates will be published as they become available.
We can suggest a workaround that is allowing many users to remain connected to Virtual Terminal and run business normally. Launch Mozilla Firefox, then press CTRL+SHIFT+P. You'll see a new window/tab with a mask icon next to the Minimize button, and the words "Private Browsing" in the tab. From here, navigate to https://www.sagepayments.net/virtualterminal or https://www.sageexchange.com/sep and log in normally. This is not a guaranteed workaround, but we have seen many successful cases using this option.
Update 12:30 pm EDT (7/19) - Some merchants may still be experiencing issues as we continue to work towards a solution. We will continue to share updates here.
Update 6:00 pm EDT - We have completed the deployment of updates, and the frequency and number of issues have diminished significantly. We are continuing to monitor for any further problems.
Update 3:50 pm EDT - We are deploying updates at 4:00 and 4:30 pm EDT to attempt to resolve the ongoing login issues.
Update 12:50 pm EDT - We have deployed an update to reduce the frequency of issues being experienced. We are continuing to work towards a complete resolution.
Users are experiencing an issue in which they are sporadically returned to the My Virtual Reports, Virtual Terminal or Sage Exchange login pages when clicking any link/button within each site. We are investigating the cause of the issue. If you experience this issue, please try to clear your browser cache and restart the browser. Users seem to have the most success using Google Chrome, so please use that browser if it is an option.
Sage Exchange Virtual Desktop returning "Runtime Error" -July 18, 2018, 8:00 am EDT - August 8th, 2018 - (Resolved)
UPDATE 8:00 am EDT (8/02) - The patch deployed 8/01/2018 has resolved all session "Runtime Errors" affecting users integrated to this solution. We have tested extensively and can confirm the issue is resolved.
UPDATE 9:00 am EDT (7/26) - The patch released on 7/23/2018 has not fully resolved the "Runtime Error;" merchants affected by this will need to clear browsing data and attempt to run again in Google Chrome or Mozilla Firefox.
UPDATE 10:30 pm EDT (7/23) - We are reporting that a patch was released on Saturday to address the "Runtime Error" in Sage Exchange Virtual Desktop (SEVD) after swiping a card and submitting payment. We are still testing to ensure that this issue is resolved, please report any additional outages that you or your customers are experiencing.
UPDATE 4:15 pm EDT (7/20) - We can reliably reproduce a "Runtime Error" in Sage Exchange Virtual Desktop (SEVD) after swiping a card and submitting payment. Launching the SEVD application in Chrome or Firefox seems to prevent the issue from occurring. We are working towards a resolution.
UPDATE 6:45 pm EDT (7/19) - A few users are reporting that they received this error again today. We are investigating the cause. We apologize for this inconvenience.
This issue has been resolved.
We are investigating an issue in which some users receive a "Runtime Error" when submitting a transaction over https://www.sageexchange.com/sevd. In most cases, continual attempts will eventually return a successful transaction. We apologize for this inconvenience and appreciate your patience as we work towards a resolution.
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."
