Looking for something?

You will find your answers here!

    Sorry, we didn't find any relevant articles for you.

    Send us your queries using the form below and we will get back to you with a solution.

    Maintenance and Service Interruption Alerts

    Funding Delay for Credit Card Batches settled on Thursday, October 11, 2018

    Paya has experienced a delay in our funding process that has caused a small percentage of settlements from Thursday, October 11, 2018, to be delayed in being repaid to merchants. The expected deposit date of these settlements was Monday, October 15, 2018; funding will now be completed on Tuesday, October 16, 2018. If you do not see an expected credit card settlement deposited into your bank, please check again on Tuesday; we expect all funding to be completed then. We apologize for any inconvenience.

    Paya Services and Hurricane Michael October 10th , 2018

    Please be advised that Paya Services has made the decision to close our Ft. Walton Beach office Wednesday October 10th due to Hurricane Michael. This is to ensure the safety of our employees.

    Our current plan is to reopen the office on Thursday October 11th, however assessments will be made as the storm passes and we can be certain that our employees can arrive to work safely. We will send updates if needed.

    Processing functions are being handled remotely to insure no impact to transaction activity. If you have any urgent needs please see below:

    Please be advised that the Paya Services office will reopen as of Thursday, October 11th with normal operating hours. We will operate with a smaller staff so customers and partners may experience delays in response times.

    Scheduled Gateway Maintenance October 18, 2018 between 1:00 and 6:00 am ET

    We will be performing scheduled maintenance on the morning of October 18. Users attempting to submit transactions or settlements during the maintenance window may experience brief and intermittent losses of connection. We apologize for any inconvenience and thank you for your patience as we continue to enhance our services.

    Settlement Reports may not be displayed in Sage Exchange under Settled Batch Reports -September 29 through October 3, 2018

    We are investigating an issue where some settlements are not displayed in Sage Exchange under Settled Batch Reports. This is a reporting issue only; settlement and funding processes are not impacted. If you are not able to locate a batch that settled after between September 29 and October 3, please try searching on our reporting site, My Virtual Reports, for now. We are working to update our reporting in Sage Exchange as quickly as possible.

    How do I access My Virtual Reports?

    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 09-24-2018.pdf

    Was this article helpful?

    Still can't find
    what you are looking for?

    Our award-winning customer care team is here for you.

    Contact Support

    Powered by