Opayo (formerly Sage Pay) troubleshooting and known issues

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.

Pay by Card issues

Error - 'Failed to download payment from Opayo'

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Transaction aborted. Payment not taken!

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Opens a white window with only a Cancel button

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Could not create the pay by card link

Uninstall and reinstall Sage Accounts.

Pay Now issues

Only the bank side of transactions are downloaded and this causes data corruption in Sage 50 Accounts

This issue can be caused by storing the data on a Network Access Storage (NAS) drive. Sage is not tested and therefore not supported on NAS drives, therefore the data should be moved to another server. Read more >

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

Download Transactions issues

Invoice value is increased by 100 times

This occurs when the basket on your website does not 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.

You must 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 accepts stock codes up to 30 characters.

You must 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.

For transactions which have already been entered on the website, Opayo can amend the stock code in Opayo so you can download the transactions into Sage Accounts.

Carriage does not download correctly from shopping basket

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

You must 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 does not download from Opayo into Sage 50 Accounts

This occurs when the transaction has already been downloaded.

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. You must 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 is an issue downloading the address details into Opayo from your website.

Contact Opayo support on 0191 479 5922 who can advise what information has been imported into Opayo from your website.

Error 'There are no transactions to download'

• If the transactions are dated with today's date >
• If the transactions are not dated today >

Email address does not appear and transactions are allocated to random customer accounts

This occurs when there is corruption in the Accounts data. Run the Check data option in Sage Accounts. For help fixing any errors, please visit www.sage.co.uk/mydata

If there are no errors, warnings or comments this may also occur when the email address is not included on the transaction in Opayo. To check this you must log in to your Opayo account and click on the transaction to see if the email address is in the transaction summary.

If the email address is on the transaction and there are no errors, warnings or comments you should test for underlying corruption by creating a blank company with the same Opayo vendor name and password and download the transactions again.

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

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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 is a mismatch in the file sizes, please contact us to resolve this issue.

Other issues

Opayo wizard does not start or error 'Could not connect to Opayo service. Please check your settings and internet connection'

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Upgrading your licence

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