Skip to content
logo Knowledgebase

Opayo (formerly Sage Pay) troubleshooting and known issues

Created on  | Last modified on 

Summary

How to troubleshoot any issues with Opayo (formerly Sage Pay) integrating with Sage 50 Accounts.

Description

To maintain compliance with mandatory Payment Card Industry (PCI) standards, you must be using Sage Accounts v24 or later to integrate with Opayo. You can check your version number in Sage Accounts. Click Help then click About.


If you're interested in upgrading Sage Accounts, submit your details and we'll call you back.

 

Resolution

Table of Contents

Pay by Card issues

Transaction aborted. Payment not taken

Opens a white window with only a Cancel button

I couldn’t create the pay by card link

Uninstall and reinstall Sage Accounts.

Pay Now issues

Sage downloads only the bank side of the transactions, which corrupts the data in Sage 50 Accounts.

Storing the data on a Network Attached Storage (NAS) drive can cause this issue.

Sage doesn't support NAS drives, so move the data to a supported server. Read more >

You can test if the server is causing the issue by moving the data locally to see if the issue still occurs. Read more >

Download Transactions issues

Sage increases the invoice value by a factor of 100.

This occurs when the basket on your website doesn’t include any decimal places.

The transaction appears in Opayo, the Payment Download Wizard and the Opayo receipt correctly.

However, when you download into Sage Accounts the value is multiplied by 100 in Invoicing.

Refer to your web developer to add decimal places on to your website.

When you click finish in the My Sage Pay download wizard Sage 50 Accounts closes

This occurs when the stock code on your website is more than 30 characters. Sage Accounts only accept stock codes up to 30 characters.

Check the stock codes in the Opayo admin area to see what the length of the stock codes are. If they're more than 30 characters, you must refer to your web developer to amend the stock codes on your website.

Carriage doesn’t download correctly from a shopping basket

This occurs when the format for the carriage value is incorrect on your website.

Refer to your web developer to amend the carriage values on your website. For example, If you want the value to be 0.00 you must enter 000 rather than ---

Transaction doesn’t download from Opayo into Sage 50 Accounts

This occurs when Sage has already downloaded the transaction.

You can check this by looking for the transaction with the same Sage Pay reference in Transactions or Financials in Sage Accounts.

When you download transactions, they don't appear in Transactions or Financials

This is because when you download transactions this creates an invoice in Invoicing not a transaction in Financials. Still update the invoices in Invoicing to create the SI and SR on your audit trail.

Not all address lines appear in Sage Accounts from the Download Payments Wizard

This occurs when there’s an issue downloading the address details into Opayo from your website.

Contact Opayo Support on 0191 479 5922. They can tell you what information your website imported into Opayo.

Error 'There are no transactions to download'

Email address is missing and Sage allocates transactions to the wrong customer accounts

This occurs when there’s corruption in the Accounts data. Run the Check data option in Sage Accounts. For help with fixing any errors, visit www.sage.co.uk/mydata. If My Data Check reports no errors, warnings or comments, check whether the transaction in Opayo includes an email address.
Log in to your Opayo account and open the transaction summary to check whether the transaction includes an email address. If the email address is present and My Data Check reports no issues, test for data corruption. Create a blank company using the same Opayo vendor name and password, then download the transactions again.

Transactions import with S1 and S2 item lines rather than the correct stock codes

Setting up issues

How to link a Pay Pal account to Opayo

For more information about this, visit https://www.opayo.co.uk/support/12/36/linking-paypal-to-your-live-account

Opayo receipt issues

Opayo receipt contains duplicate information

This can occur when there’s a mismatch in the file sizes, contact us to resolve this issue.

Other issues

Opayo wizard doesn’t start or error 'Couldn’t connect to Opayo service.  check your settings and internet connection'

Upgrade your licence

Growing business? Add more companies, users, or employees to your licence with ease. Leave your details and we’ll be in touch.

Image