Step 1 - Check the Opayo Credentials are correct in the Sage 50 Accounts software

In Settings > Company Preferences > Opayo by Elavon / Sage Pay, delete the contents within Credentials and enter them again to ensure they're correct.

NOTE: The credentials are case sensitive. 

Step 2 - Check there are transactions to download which don't appear as deferred on Opayo

If there are no transactions to download or the transactions appear as deferred this error message appears. If you don't have admin access this also prevents transactions from downloading.

You must login to your Opayo account and if the Settings tab doesn't appear then you don't have admin access. For further help, contact Opayo support.

If you do have the Settings tab select Transactions to view the information. Any transactions which don't have the transaction type of Payment won't download. 

If the transactions meet the following criteria, click Next:

• There are transactions available to download.
• The transactions Type doesn't appear as Deferred & Release, Authenticate, Authorise or Refund.
  
  TIP: Transaction types of Deferred & Release, Authenticate, Authorise or Refund don't download as they're not yet finalised transactions. Transactions are only downloaded once they're finalised and the transaction type is Payment.

Step 3 - Check the date the you last ran the My Sage Pay Download Wizard

NOTE: Before you follow these steps you should check the regional settings on your PC to ensure they're set to English (United Kingdom). Read more >

If the date you enter is more than 30 days from the current date, or the date you last ran the Opayo Download Wizard is more than 30 days prior to the current date, this can cause the error message to appear. You must check for payments before every 30 days to avoid this issue reoccurring.

To check the date the wizard was last run you must copy the setup.dta file to the desktop and check the date within this file.

1. Help > About > System Information > Directories > right-click the Data Directory > Open Folder.
2. Right-click the SETUP.DTA file > Copy > minimise all windows > right-click anywhere on the desktop > Paste.
3. Double-click the SETUP.DTA file > select to open with notepad > check the date at the bottom of this file.
   
   

   

   
   
   
   

If the date is within 30 days of the current date or there's no date, click Next.

If the date is not within 30 days of the current date, a data only backup should be submitted for repair. For further help, please contact support.

Step 4 - Check the Windows permissions and firewall settings on the PC

NOTE: If you need help checking these settings, please contact your IT support.

• Check the firewall settings to ensure ports 443 and 80 are open and it's allowed access to the https://live.sagepay.com domain.
• Check the Windows user has read permissions allowed for C:\WINDOWS\assembly and C:\WINDOWS\system32.