Solution Properties
Solution ID:
200427112457687
Last Modified Date:
Tue Aug 18 09:45:35 UTC 2026
Taxonomy Path:
Case category//How do I...//processing
Author:
[email protected]
Error: 'Could not connect to Opayo\Sage Pay service. Please check your settings and Internet connection' when downloading transactions'
Description
Cause
Resolution
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.

If the Settings tab is available, select Transactions to view the transaction details. Sage only downloads transactions with a transaction type of Payment.

If the transactions meet the following criteria, click Next:

  • There are transactions available to download.
  • The transactions Type doesn't appear as Deferred and Release, Authenticate, Authorise or Refund.

    TIP:

    Opayo classifies Deferred and Release, Authenticate, Authorise and Refund transactions as unfinalised, so Sage doesn't download them. Sage only downloads transactions when Opayo classifies them as Payment transactions.
      
Step 3 - Check the date you last ran the My Sage Pay Download Wizard

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

This error can occur if the date you enter, or the last date you ran the Opayo Download Wizard, is more than 30 days ago. Check for payments every 30 days to avoid this issue recurring.

To check the date the wizard was last ran, 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 isn’t within 30 days of the current date, submit a data only files backup for repair. For further help, contact support.

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

NOTE: If you need help with checking these settings, 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 that the Windows user has read permissions allowed for C:\WINDOWS\assembly and C:\WINDOWS\system32.

 

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