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ALERT! - Paya Virtual Terminal and Paya Exchange Recurring Schedules Have Not Processed

  • 1.  ALERT! - Paya Virtual Terminal and Paya Exchange Recurring Schedules Have Not Processed

    Posted 01-20-2020 15:39

    ALERT! - Paya Virtual Terminal and Paya Exchange Recurring Schedules Have Not Processed

    Paya is investigating an issue that has resulted in Recurring Schedules not processing beginning on September 14, 2019. Impacted users can log in to Virtual Terminal or Paya Exchange and go to their Recurring Schedules to validate whether they have processed. If the Next Run Date is still listed as 09/14/2019, 09/15/2019 or 09/16/2019, then that schedule was not processed, which means customers have not been charged and funds have not been collected.

    We are working to re-run the Recurring Schedules for these three dates as quickly as possible. We ask that you refrain from manually charging any of your impacted recurring customers for now.

    Please note that if your recurring payments are maintained through a third-party integration, then you are not impacted.

    Updates will be published online at https://support.paya.com/44510-knowledgebase/308786

    We apologize for any inconvenience and thank you for your patience.

     

    Best Regards,

    The Paya Team



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    - Brett
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  • 2.  RE: ALERT! - Paya Virtual Terminal and Paya Exchange Recurring Schedules Have Not Processed

    Posted 01-20-2020 16:57
    Edited by Brett Zimmerman 01-20-2020 16:57
    Looks like this one (above) may have originally been from Sep '19, and may have gotten sent out again today in error.

    from 9-17-19:

    ALERT! - Recurring Transactions Not Processed After September 13, 2019

     

    Paya identified an issue that prevented recurring transactions scheduled for September 14-17, 2019 from being processed as expected. We are making corrections to the recurring system and are currently in the process of re-running the recurring payments scheduled for September 17.

     

    Once the 17th is processed; we'll implement an adjustment in our system that will allow us to re-process the recurring payments scheduled for September 14-16. We expect to have this completed today.

     

    If you have already processed your recurring payments manually, please be sure to sign in to Virtual Terminal or Paya Exchange and edit your recurring schedule's Next Run Date. Set it to the next date it would normally process so that it is not included in Paya's reprocessing efforts and to ensure the next run occurs as usual.

     

    To edit a schedule in Paya Exchange, follow these steps: https://support.paya.com/44618-sage-exchange-not-done/310613

     

    To edit a schedule in Virtual Terminal, follow these steps: https://support.paya.com/44616-paya-virtual-terminal-all-articles/310120

     

    We apologize for this inconvenience, and thank you for your understanding.

     

    Best Regards,

    The Paya Team



    ------------------------------
    - Brett
    ------------------------------



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