Sage 100

Installed 2021 PU4 with Repay700.PU0-4.06.12.25 update over the weekend.

Now getting this error.

I did not see any specific areas that needed to be activated.  I probably missed something.

Thoughts?  Waiting on Repay tech support.



------------------------------
Jeff Schwenk
Bottomline Software, Inc.
(540) 221-4444
------------------------------

Depending on the start version of Repay (i.e. they were using the version with ASI's developer code), there may be a change in the registration.  Read the instructions carefully because they bury (instead of highlighting) the steps.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
------------------------------

Thanks.  That change was done already.  But I wonder if the data has to be reentered again.  The registration information is missing after the upgrade, but I got the second error message trying to reregister.  Starting to think the process could be a bit more user friendly.

------------------------------
Jeff Schwenk
Bottomline Software, Inc.
(540) 221-4444
------------------------------

Original Message:
Sent: 08-22-2022 10:44
From: Kevin Moyes
Subject: Repay error after Installing v2021 PU with latest Repay release

Depending on the start version of Repay (i.e. they were using the version with ASI's developer code), there may be a change in the registration.  Read the instructions carefully because they bury (instead of highlighting) the steps.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
------------------------------

Too true.  Repay is nowhere near as technically proficient (in the Sage 100 world) as APS was before the acquisition.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
------------------------------

Original Message:
Sent: 08-22-2022 10:50
From: Jeff Schwenk
Subject: Repay error after Installing v2021 PU with latest Repay release

Thanks.  That change was done already.  But I wonder if the data has to be reentered again.  The registration information is missing after the upgrade, but I got the second error message trying to reregister.  Starting to think the process could be a bit more user friendly.

------------------------------
Jeff Schwenk
Bottomline Software, Inc.
(540) 221-4444
------------------------------


Original Message:
Sent: 08-22-2022 10:44
From: Kevin Moyes
Subject: Repay error after Installing v2021 PU with latest Repay release

Depending on the start version of Repay (i.e. they were using the version with ASI's developer code), there may be a change in the registration.  Read the instructions carefully because they bury (instead of highlighting) the steps.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.

Very frustrating.  I am appalled that installing an update wipes out the activation code.  The update Kevin references about was done in June.  I reentered the activation code supplied months ago and was able to move the ball closer.  Now getting an address validation match error. 



------------------------------
Jeff Schwenk
Bottomline Software, Inc.
(540) 221-4444
------------------------------

Original Message:
Sent: 08-22-2022 10:55
From: Kevin Moyes
Subject: Repay error after Installing v2021 PU with latest Repay release

Too true.  Repay is nowhere near as technically proficient (in the Sage 100 world) as APS was before the acquisition.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
------------------------------


Original Message:
Sent: 08-22-2022 10:50
From: Jeff Schwenk
Subject: Repay error after Installing v2021 PU with latest Repay release

Thanks.  That change was done already.  But I wonder if the data has to be reentered again.  The registration information is missing after the upgrade, but I got the second error message trying to reregister.  Starting to think the process could be a bit more user friendly.

------------------------------
Jeff Schwenk
Bottomline Software, Inc.
(540) 221-4444


Original Message:
Sent: 08-22-2022 10:44
From: Kevin Moyes
Subject: Repay error after Installing v2021 PU with latest Repay release

Depending on the start version of Repay (i.e. they were using the version with ASI's developer code), there may be a change in the registration.  Read the instructions carefully because they bury (instead of highlighting) the steps.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.

We've seen Repay update/upgrade issues too. We just finished a screenshare with 2nd-level tech Bladimir. (He seemed pretty competent.)

I think the root of the tech problems is that Repay finally cut completely over from aps.com servers. The APS servers used in credit card usage would still work after barking once at you during a batch. The old servers still worked in July; this month they do not.

In July we applied a Repay patch (20206.12.24, dated May, the most recent at the time) to a customer installation for other reasons; very straightforward with now obvious hiccups. But the customer later discovered that when someone else charges the credit card AFTER the Sales Order has been created the system will CHANGE the user ID of the SO creator.  It doesn't change the ID of the last user who modified the order.  

We use our internal system monthly in a small batch; its last Repay update was Nov. It worked fine last month. Last week our credit card process ran a debug script and ultimately failed with "Unable to communicate with Sage Exchange. Try again or contact a Sage 100 customer support rep." We had made NO change to our system between the successful run and the failed one. 

We reported the failure to Repay, and they told us to apply the latest update; this made no sense to us because we had changed NOTHING on the system. We did apply the latest patch (July) with no good news. They then told us to run "Convert Cards and Activate Repay." We objected because we had not changed anything on the system and figured the problem was elsewhere. and forced a screenshare.

While Bladimir did not know the details of what changed or why, Chuck and I figured out that the May updates change to where the the system points and some further code integration (resulting in the incorrect update field) and the July update changes much more (it makes Custom Office changes to screens) resulting in a need to convert credit cards.

So, the July update is effectively a complete Repay reinstall which also requires input of Merchant Key. the documentation of the reinstallation is good, but it does NOT mention that just applying the update software is enough, and that we must treat this as a full reinstallation. 

It is probably wise to be proactive with our Repay customers on this.

------------------------------
Jerry Norman
At-Large BOD Member, 90 Minds
Smartbridge Partners
(512) 653-7498
------------------------------

Pretty much matches my experience.  Brittany was the one who suggested the Convert cards and Activate repay.  I suspect all of the other set up fields were wiped out.  The EMV readers configurations were saved.

Communication of this is woefully week.

------------------------------
Jeff Schwenk
Bottomline Software, Inc.
(540) 221-4444
------------------------------

Original Message:
Sent: 08-23-2022 13:01
From: Jerry Norman
Subject: Repay error after Installing v2021 PU with latest Repay release

We've seen Repay update/upgrade issues too. We just finished a screenshare with 2nd-level tech Bladimir. (He seemed pretty competent.)

I think the root of the tech problems is that Repay finally cut completely over from aps.com servers. The APS servers used in credit card usage would still work after barking once at you during a batch. The old servers still worked in July; this month they do not.

In July we applied a Repay patch (20206.12.24, dated May, the most recent at the time) to a customer installation for other reasons; very straightforward with now obvious hiccups. But the customer later discovered that when someone else charges the credit card AFTER the Sales Order has been created the system will CHANGE the user ID of the SO creator.  It doesn't change the ID of the last user who modified the order.

We use our internal system monthly in a small batch; its last Repay update was Nov. It worked fine last month. Last week our credit card process ran a debug script and ultimately failed with "Unable to communicate with Sage Exchange. Try again or contact a Sage 100 customer support rep." We had made NO change to our system between the successful run and the failed one.

We reported the failure to Repay, and they told us to apply the latest update; this made no sense to us because we had changed NOTHING on the system. We did apply the latest patch (July) with no good news. They then told us to run "Convert Cards and Activate Repay." We objected because we had not changed anything on the system and figured the problem was elsewhere. and forced a screenshare.

While Bladimir did not know the details of what changed or why, Chuck and I figured out that the May updates change to where the the system points and some further code integration (resulting in the incorrect update field) and the July update changes much more (it makes Custom Office changes to screens) resulting in a need to convert credit cards.

So, the July update is effectively a complete Repay reinstall which also requires input of Merchant Key. the documentation of the reinstallation is good, but it does NOT mention that just applying the update software is enough, and that we must treat this as a full reinstallation.

It is probably wise to be proactive with our Repay customers on this.

------------------------------
Jerry Norman
At-Large BOD Member, 90 Minds
Smartbridge Partners
(512) 653-7498
------------------------------

The part of this especially frustrating for me is that this problem can happen without making any changes to the Sage 100 system. It just stops processing credit cards!

I understand why they must eventually cut off access to legacy websites, but with NO explanation or warning? 

Also, in our journey, we discovered that we also had to rebuild to restore custom lookups.

------------------------------
Jerry Norman
At-Large BOD Member, 90 Minds
Smartbridge Partners
(512) 653-7498
------------------------------

Original Message:
Sent: 08-23-2022 14:38
From: Jeff Schwenk
Subject: Repay error after Installing v2021 PU with latest Repay release

Pretty much matches my experience.  Brittany was the one who suggested the Convert cards and Activate repay.  I suspect all of the other set up fields were wiped out.  The EMV readers configurations were saved.

Communication of this is woefully week.

------------------------------
Jeff Schwenk
Bottomline Software, Inc.
(540) 221-4444
------------------------------


Original Message:
Sent: 08-23-2022 13:01
From: Jerry Norman
Subject: Repay error after Installing v2021 PU with latest Repay release

We've seen Repay update/upgrade issues too. We just finished a screenshare with 2nd-level tech Bladimir. (He seemed pretty competent.)

I think the root of the tech problems is that Repay finally cut completely over from aps.com servers. The APS servers used in credit card usage would still work after barking once at you during a batch. The old servers still worked in July; this month they do not.

In July we applied a Repay patch (20206.12.24, dated May, the most recent at the time) to a customer installation for other reasons; very straightforward with now obvious hiccups. But the customer later discovered that when someone else charges the credit card AFTER the Sales Order has been created the system will CHANGE the user ID of the SO creator.  It doesn't change the ID of the last user who modified the order.

We use our internal system monthly in a small batch; its last Repay update was Nov. It worked fine last month. Last week our credit card process ran a debug script and ultimately failed with "Unable to communicate with Sage Exchange. Try again or contact a Sage 100 customer support rep." We had made NO change to our system between the successful run and the failed one.

We reported the failure to Repay, and they told us to apply the latest update; this made no sense to us because we had changed NOTHING on the system. We did apply the latest patch (July) with no good news. They then told us to run "Convert Cards and Activate Repay." We objected because we had not changed anything on the system and figured the problem was elsewhere. and forced a screenshare.

While Bladimir did not know the details of what changed or why, Chuck and I figured out that the May updates change to where the the system points and some further code integration (resulting in the incorrect update field) and the July update changes much more (it makes Custom Office changes to screens) resulting in a need to convert credit cards.

So, the July update is effectively a complete Repay reinstall which also requires input of Merchant Key. the documentation of the reinstallation is good, but it does NOT mention that just applying the update software is enough, and that we must treat this as a full reinstallation.

It is probably wise to be proactive with our Repay customers on this.

------------------------------
Jerry Norman
At-Large BOD Member, 90 Minds
Smartbridge Partners
(512) 653-7498

I had some really terse words for Repay during an upgrade last year, where we were just installing an update (during the license change...), and the button on the screen literally said I was about to convert Paya data ("Convert Cards and Activate Repay", after being forced to install Paya Exchange...), which I absolutely 100% did not want to do.  (The client had old Paya data from before they switched to APS, years earlier).
What I was told at the time is that the function "Convert Cards and Activate Repay" is connecting to the Repay vault, and only does a conversion when appropriate.  In no uncertain terms I made it clear this was bad UI design and needs to be changed.  Of course they have done nothing.

Does 90-Minds have a current insider connection with Repay, to get some attention to these technical issues (for everyone's benefit)?

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
------------------------------

Original Message:
Sent: 08-23-2022 15:13
From: Jerry Norman
Subject: Repay error after Installing v2021 PU with latest Repay release

The part of this especially frustrating for me is that this problem can happen without making any changes to the Sage 100 system. It just stops processing credit cards!

I understand why they must eventually cut off access to legacy websites, but with NO explanation or warning?

Also, in our journey, we discovered that we also had to rebuild to restore custom lookups.

------------------------------
Jerry Norman
At-Large BOD Member, 90 Minds
Smartbridge Partners
(512) 653-7498
------------------------------


Original Message:
Sent: 08-23-2022 14:38
From: Jeff Schwenk
Subject: Repay error after Installing v2021 PU with latest Repay release

Pretty much matches my experience.  Brittany was the one who suggested the Convert cards and Activate repay.  I suspect all of the other set up fields were wiped out.  The EMV readers configurations were saved.

Communication of this is woefully week.

------------------------------
Jeff Schwenk
Bottomline Software, Inc.
(540) 221-4444


Original Message:
Sent: 08-23-2022 13:01
From: Jerry Norman
Subject: Repay error after Installing v2021 PU with latest Repay release

We've seen Repay update/upgrade issues too. We just finished a screenshare with 2nd-level tech Bladimir. (He seemed pretty competent.)

I think the root of the tech problems is that Repay finally cut completely over from aps.com servers. The APS servers used in credit card usage would still work after barking once at you during a batch. The old servers still worked in July; this month they do not.

In July we applied a Repay patch (20206.12.24, dated May, the most recent at the time) to a customer installation for other reasons; very straightforward with now obvious hiccups. But the customer later discovered that when someone else charges the credit card AFTER the Sales Order has been created the system will CHANGE the user ID of the SO creator.  It doesn't change the ID of the last user who modified the order.

We use our internal system monthly in a small batch; its last Repay update was Nov. It worked fine last month. Last week our credit card process ran a debug script and ultimately failed with "Unable to communicate with Sage Exchange. Try again or contact a Sage 100 customer support rep." We had made NO change to our system between the successful run and the failed one.

We reported the failure to Repay, and they told us to apply the latest update; this made no sense to us because we had changed NOTHING on the system. We did apply the latest patch (July) with no good news. They then told us to run "Convert Cards and Activate Repay." We objected because we had not changed anything on the system and figured the problem was elsewhere. and forced a screenshare.

While Bladimir did not know the details of what changed or why, Chuck and I figured out that the May updates change to where the the system points and some further code integration (resulting in the incorrect update field) and the July update changes much more (it makes Custom Office changes to screens) resulting in a need to convert credit cards.

So, the July update is effectively a complete Repay reinstall which also requires input of Merchant Key. the documentation of the reinstallation is good, but it does NOT mention that just applying the update software is enough, and that we must treat this as a full reinstallation.

It is probably wise to be proactive with our Repay customers on this.

------------------------------
Jerry Norman
At-Large BOD Member, 90 Minds
Smartbridge Partners
(512) 653-7498

Good question @Kevin Moyes - does 90 Minds have an insider with Repay @Anne Sawyer?​​

------------------------------
Therese Logeais, Technology Integrators
------------------------------

Original Message:
Sent: 08-23-2022 16:35
From: Kevin Moyes
Subject: Repay error after Installing v2021 PU with latest Repay release

I had some really terse words for Repay during an upgrade last year, where we were just installing an update (during the license change...), and the button on the screen literally said I was about to convert Paya data ("Convert Cards and Activate Repay", after being forced to install Paya Exchange...), which I absolutely 100% did not want to do.  (The client had old Paya data from before they switched to APS, years earlier).
What I was told at the time is that the function "Convert Cards and Activate Repay" is connecting to the Repay vault, and only does a conversion when appropriate.  In no uncertain terms I made it clear this was bad UI design and needs to be changed.  Of course they have done nothing.

Does 90-Minds have a current insider connection with Repay, to get some attention to these technical issues (for everyone's benefit)?

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
------------------------------


Original Message:
Sent: 08-23-2022 15:13
From: Jerry Norman
Subject: Repay error after Installing v2021 PU with latest Repay release

The part of this especially frustrating for me is that this problem can happen without making any changes to the Sage 100 system. It just stops processing credit cards!

I understand why they must eventually cut off access to legacy websites, but with NO explanation or warning?

Also, in our journey, we discovered that we also had to rebuild to restore custom lookups.

------------------------------
Jerry Norman
At-Large BOD Member, 90 Minds
Smartbridge Partners
(512) 653-7498


Original Message:
Sent: 08-23-2022 14:38
From: Jeff Schwenk
Subject: Repay error after Installing v2021 PU with latest Repay release

Pretty much matches my experience.  Brittany was the one who suggested the Convert cards and Activate repay.  I suspect all of the other set up fields were wiped out.  The EMV readers configurations were saved.

Communication of this is woefully week.

------------------------------
Jeff Schwenk
Bottomline Software, Inc.
(540) 221-4444


Original Message:
Sent: 08-23-2022 13:01
From: Jerry Norman
Subject: Repay error after Installing v2021 PU with latest Repay release

We've seen Repay update/upgrade issues too. We just finished a screenshare with 2nd-level tech Bladimir. (He seemed pretty competent.)

I think the root of the tech problems is that Repay finally cut completely over from aps.com servers. The APS servers used in credit card usage would still work after barking once at you during a batch. The old servers still worked in July; this month they do not.

In July we applied a Repay patch (20206.12.24, dated May, the most recent at the time) to a customer installation for other reasons; very straightforward with now obvious hiccups. But the customer later discovered that when someone else charges the credit card AFTER the Sales Order has been created the system will CHANGE the user ID of the SO creator.  It doesn't change the ID of the last user who modified the order.

We use our internal system monthly in a small batch; its last Repay update was Nov. It worked fine last month. Last week our credit card process ran a debug script and ultimately failed with "Unable to communicate with Sage Exchange. Try again or contact a Sage 100 customer support rep." We had made NO change to our system between the successful run and the failed one.

We reported the failure to Repay, and they told us to apply the latest update; this made no sense to us because we had changed NOTHING on the system. We did apply the latest patch (July) with no good news. They then told us to run "Convert Cards and Activate Repay." We objected because we had not changed anything on the system and figured the problem was elsewhere. and forced a screenshare.

While Bladimir did not know the details of what changed or why, Chuck and I figured out that the May updates change to where the the system points and some further code integration (resulting in the incorrect update field) and the July update changes much more (it makes Custom Office changes to screens) resulting in a need to convert credit cards.

So, the July update is effectively a complete Repay reinstall which also requires input of Merchant Key. the documentation of the reinstallation is good, but it does NOT mention that just applying the update software is enough, and that we must treat this as a full reinstallation.

It is probably wise to be proactive with our Repay customers on this.

------------------------------
Jerry Norman
At-Large BOD Member, 90 Minds
Smartbridge Partners
(512) 653-7498

They are an affiliate so they have access to one of the forums.  Not sure which one.  Maybe post a gentle "Our customers/resellers" deserve better note??

------------------------------
Jeff Schwenk
Bottomline Software, Inc.
(540) 221-4444
------------------------------

Original Message:
Sent: 08-23-2022 17:58
From: Therese Logeais
Subject: Repay error after Installing v2021 PU with latest Repay release

Good question @Kevin Moyes - does 90 Minds have an insider with Repay @Anne Sawyer?​​

------------------------------
Therese Logeais, Technology Integrators
------------------------------


Original Message:
Sent: 08-23-2022 16:35
From: Kevin Moyes
Subject: Repay error after Installing v2021 PU with latest Repay release

I had some really terse words for Repay during an upgrade last year, where we were just installing an update (during the license change...), and the button on the screen literally said I was about to convert Paya data ("Convert Cards and Activate Repay", after being forced to install Paya Exchange...), which I absolutely 100% did not want to do.  (The client had old Paya data from before they switched to APS, years earlier).
What I was told at the time is that the function "Convert Cards and Activate Repay" is connecting to the Repay vault, and only does a conversion when appropriate.  In no uncertain terms I made it clear this was bad UI design and needs to be changed.  Of course they have done nothing.

Does 90-Minds have a current insider connection with Repay, to get some attention to these technical issues (for everyone's benefit)?

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.


Original Message:
Sent: 08-23-2022 15:13
From: Jerry Norman
Subject: Repay error after Installing v2021 PU with latest Repay release

The part of this especially frustrating for me is that this problem can happen without making any changes to the Sage 100 system. It just stops processing credit cards!

I understand why they must eventually cut off access to legacy websites, but with NO explanation or warning?

Also, in our journey, we discovered that we also had to rebuild to restore custom lookups.

------------------------------
Jerry Norman
At-Large BOD Member, 90 Minds
Smartbridge Partners
(512) 653-7498


Original Message:
Sent: 08-23-2022 14:38
From: Jeff Schwenk
Subject: Repay error after Installing v2021 PU with latest Repay release

Pretty much matches my experience.  Brittany was the one who suggested the Convert cards and Activate repay.  I suspect all of the other set up fields were wiped out.  The EMV readers configurations were saved.

Communication of this is woefully week.

------------------------------
Jeff Schwenk
Bottomline Software, Inc.
(540) 221-4444


Original Message:
Sent: 08-23-2022 13:01
From: Jerry Norman
Subject: Repay error after Installing v2021 PU with latest Repay release

We've seen Repay update/upgrade issues too. We just finished a screenshare with 2nd-level tech Bladimir. (He seemed pretty competent.)

I think the root of the tech problems is that Repay finally cut completely over from aps.com servers. The APS servers used in credit card usage would still work after barking once at you during a batch. The old servers still worked in July; this month they do not.

In July we applied a Repay patch (20206.12.24, dated May, the most recent at the time) to a customer installation for other reasons; very straightforward with now obvious hiccups. But the customer later discovered that when someone else charges the credit card AFTER the Sales Order has been created the system will CHANGE the user ID of the SO creator.  It doesn't change the ID of the last user who modified the order.

We use our internal system monthly in a small batch; its last Repay update was Nov. It worked fine last month. Last week our credit card process ran a debug script and ultimately failed with "Unable to communicate with Sage Exchange. Try again or contact a Sage 100 customer support rep." We had made NO change to our system between the successful run and the failed one.

We reported the failure to Repay, and they told us to apply the latest update; this made no sense to us because we had changed NOTHING on the system. We did apply the latest patch (July) with no good news. They then told us to run "Convert Cards and Activate Repay." We objected because we had not changed anything on the system and figured the problem was elsewhere. and forced a screenshare.

While Bladimir did not know the details of what changed or why, Chuck and I figured out that the May updates change to where the the system points and some further code integration (resulting in the incorrect update field) and the July update changes much more (it makes Custom Office changes to screens) resulting in a need to convert credit cards.

So, the July update is effectively a complete Repay reinstall which also requires input of Merchant Key. the documentation of the reinstallation is good, but it does NOT mention that just applying the update software is enough, and that we must treat this as a full reinstallation.

It is probably wise to be proactive with our Repay customers on this.

------------------------------
Jerry Norman
At-Large BOD Member, 90 Minds
Smartbridge Partners
(512) 653-7498

Hi Therese - I am reaching out on this.  Stay tuned.

------------------------------
Anne Sawyer
Executive Director
90 Minds, Inc. 1
------------------------------

Original Message:
Sent: 08-23-2022 17:58
From: Therese Logeais
Subject: Repay error after Installing v2021 PU with latest Repay release

Good question @Kevin Moyes - does 90 Minds have an insider with Repay @Anne Sawyer?​​

------------------------------
Therese Logeais, Technology Integrators
------------------------------


Original Message:
Sent: 08-23-2022 16:35
From: Kevin Moyes
Subject: Repay error after Installing v2021 PU with latest Repay release

I had some really terse words for Repay during an upgrade last year, where we were just installing an update (during the license change...), and the button on the screen literally said I was about to convert Paya data ("Convert Cards and Activate Repay", after being forced to install Paya Exchange...), which I absolutely 100% did not want to do.  (The client had old Paya data from before they switched to APS, years earlier).
What I was told at the time is that the function "Convert Cards and Activate Repay" is connecting to the Repay vault, and only does a conversion when appropriate.  In no uncertain terms I made it clear this was bad UI design and needs to be changed.  Of course they have done nothing.

Does 90-Minds have a current insider connection with Repay, to get some attention to these technical issues (for everyone's benefit)?

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.


Original Message:
Sent: 08-23-2022 15:13
From: Jerry Norman
Subject: Repay error after Installing v2021 PU with latest Repay release

The part of this especially frustrating for me is that this problem can happen without making any changes to the Sage 100 system. It just stops processing credit cards!

I understand why they must eventually cut off access to legacy websites, but with NO explanation or warning?

Also, in our journey, we discovered that we also had to rebuild to restore custom lookups.

------------------------------
Jerry Norman
At-Large BOD Member, 90 Minds
Smartbridge Partners
(512) 653-7498


Original Message:
Sent: 08-23-2022 14:38
From: Jeff Schwenk
Subject: Repay error after Installing v2021 PU with latest Repay release

Pretty much matches my experience.  Brittany was the one who suggested the Convert cards and Activate repay.  I suspect all of the other set up fields were wiped out.  The EMV readers configurations were saved.

Communication of this is woefully week.

------------------------------
Jeff Schwenk
Bottomline Software, Inc.
(540) 221-4444


Original Message:
Sent: 08-23-2022 13:01
From: Jerry Norman
Subject: Repay error after Installing v2021 PU with latest Repay release

We've seen Repay update/upgrade issues too. We just finished a screenshare with 2nd-level tech Bladimir. (He seemed pretty competent.)

I think the root of the tech problems is that Repay finally cut completely over from aps.com servers. The APS servers used in credit card usage would still work after barking once at you during a batch. The old servers still worked in July; this month they do not.

In July we applied a Repay patch (20206.12.24, dated May, the most recent at the time) to a customer installation for other reasons; very straightforward with now obvious hiccups. But the customer later discovered that when someone else charges the credit card AFTER the Sales Order has been created the system will CHANGE the user ID of the SO creator.  It doesn't change the ID of the last user who modified the order.

We use our internal system monthly in a small batch; its last Repay update was Nov. It worked fine last month. Last week our credit card process ran a debug script and ultimately failed with "Unable to communicate with Sage Exchange. Try again or contact a Sage 100 customer support rep." We had made NO change to our system between the successful run and the failed one.

We reported the failure to Repay, and they told us to apply the latest update; this made no sense to us because we had changed NOTHING on the system. We did apply the latest patch (July) with no good news. They then told us to run "Convert Cards and Activate Repay." We objected because we had not changed anything on the system and figured the problem was elsewhere. and forced a screenshare.

While Bladimir did not know the details of what changed or why, Chuck and I figured out that the May updates change to where the the system points and some further code integration (resulting in the incorrect update field) and the July update changes much more (it makes Custom Office changes to screens) resulting in a need to convert credit cards.

So, the July update is effectively a complete Repay reinstall which also requires input of Merchant Key. the documentation of the reinstallation is good, but it does NOT mention that just applying the update software is enough, and that we must treat this as a full reinstallation.

It is probably wise to be proactive with our Repay customers on this.

------------------------------
Jerry Norman
At-Large BOD Member, 90 Minds
Smartbridge Partners
(512) 653-7498

Hi everyone

I have a call set up with Repay tomorrow including their support team. 

I need to hear what you would like from Repay specific to these issues. I have these posts, which I will provide an overview for their team.   

Please feel free to add additional questions to this post.

------------------------------
Anne Sawyer
Executive Director
90 Minds, Inc. 1
------------------------------

Thanks Anne,

• First, the provided documentation serves only one use case: a new install for a new Repay customer, which happens once.  Upgrades are not covered.  Product updates are not covered.  Repay updates (without Sage upgrade / update) are not covered.  This leaves us (and customers) struggling to understand what is the right process for each of these kinds of efforts, which happen repeatedly for every system, and seems to change constantly.
• Second, when significant changes are being made to the Repay integration (eg. the license restructuring), be proactive and clear in communicating that to the client, the Sage consultant, and your own support staff.  Updating a single document is better than nothing, but in order to be proactive advocates in protecting our mutual customer's systems, we need Repay's assistance in knowing something important has changed (or is about to change).  Repay support flippantly advising a customer to install the latest version, without due diligence in understanding what the scope of that update involves (eg. changing to the updated licensing / configuration...) is less than an optimal practice.
• Third, programmed warnings and confirmations within the Repay screens / functions should be accurate and applicable to what is happening in that moment.  I should never be prompted to "convert" credit cards if that is not what the program will do.  I've been repeatedly instructed to click a button (during upgrades / updates) which (to me) is literally asking if I want to corrupt the customer's current CC vault with old data from Paya.  I will never be comfortable with that.  Nobody should be.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
------------------------------

Original Message:
Sent: 08-24-2022 13:47
From: Anne Sawyer
Subject: Repay error after Installing v2021 PU with latest Repay release

Hi everyone

I have a call set up with Repay tomorrow including their support team.

I need to hear what you would like from Repay specific to these issues. I have these posts, which I will provide an overview for their team.

Please feel free to add additional questions to this post.

------------------------------
Anne Sawyer
Executive Director
90 Minds, Inc. 1
------------------------------

Everything Kevin said. And a triple dose of communication. They are a black hole.

When they post something new on the download site, send a notification to all customers at least. Somebody there tried to tell me they don't do that because too many of the notices land in Spam filters. So what? Some are better than none.

I have deduced that they made big changes to their web infrastructure in the past several months. For a while this as producing squirrelly results when using the customer portal. Instead of hiding the fact they are changing things, they really must share with us roughly what is going on, and if there are known issues then post them so we don't waste time running down known problems. This is where trust is built; I, for one, no longer trust Repay where I trusted APS more than I had any other 3rd party before. 

It appears they have changed the timing of cash deposits from credit cards, although I do not recall ever getting notifications of this. If true, then they are once again hiding bad news, just like they did the extra fees for PCI Non-Compliance. Stop That.

------------------------------
Jerry Norman
At-Large BOD Member, 90 Minds
Smartbridge Partners
(512) 653-7498
------------------------------

Original Message:
Sent: 08-24-2022 14:57
From: Kevin Moyes
Subject: Repay error after Installing v2021 PU with latest Repay release

Thanks Anne,

• First, the provided documentation serves only one use case: a new install for a new Repay customer, which happens once.  Upgrades are not covered.  Product updates are not covered.  Repay updates (without Sage upgrade / update) are not covered.  This leaves us (and customers) struggling to understand what is the right process for each of these kinds of efforts, which happen repeatedly for every system, and seems to change constantly.
• Second, when significant changes are being made to the Repay integration (eg. the license restructuring), be proactive and clear in communicating that to the client, the Sage consultant, and your own support staff.  Updating a single document is better than nothing, but in order to be proactive advocates in protecting our mutual customer's systems, we need Repay's assistance in knowing something important has changed (or is about to change).  Repay support flippantly advising a customer to install the latest version, without due diligence in understanding what the scope of that update involves (eg. changing to the updated licensing / configuration...) is less than an optimal practice.
• Third, programmed warnings and confirmations within the Repay screens / functions should be accurate and applicable to what is happening in that moment.  I should never be prompted to "convert" credit cards if that is not what the program will do.  I've been repeatedly instructed to click a button (during upgrades / updates) which (to me) is literally asking if I want to corrupt the customer's current CC vault with old data from Paya.  I will never be comfortable with that.  Nobody should be.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
------------------------------


Original Message:
Sent: 08-24-2022 13:47
From: Anne Sawyer
Subject: Repay error after Installing v2021 PU with latest Repay release

Hi everyone

I have a call set up with Repay tomorrow including their support team.

I need to hear what you would like from Repay specific to these issues. I have these posts, which I will provide an overview for their team.

Please feel free to add additional questions to this post.

------------------------------
Anne Sawyer
Executive Director
90 Minds, Inc. 1

"I, for one, no longer trust Repay where I trusted APS more than I had any other 3rd party before."
This.
When our customers used to ask about CC alternatives, APS was easy to recommend.  Now, it's practically impossible to recommend Repay because of all these issues.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.
------------------------------

Original Message:
Sent: 08-25-2022 09:00
From: Jerry Norman
Subject: Repay error after Installing v2021 PU with latest Repay release

Everything Kevin said. And a triple dose of communication. They are a black hole.

When they post something new on the download site, send a notification to all customers at least. Somebody there tried to tell me they don't do that because too many of the notices land in Spam filters. So what? Some are better than none.

I have deduced that they made big changes to their web infrastructure in the past several months. For a while this as producing squirrelly results when using the customer portal. Instead of hiding the fact they are changing things, they really must share with us roughly what is going on, and if there are known issues then post them so we don't waste time running down known problems. This is where trust is built; I, for one, no longer trust Repay where I trusted APS more than I had any other 3rd party before.

It appears they have changed the timing of cash deposits from credit cards, although I do not recall ever getting notifications of this. If true, then they are once again hiding bad news, just like they did the extra fees for PCI Non-Compliance. Stop That.

------------------------------
Jerry Norman
At-Large BOD Member, 90 Minds
Smartbridge Partners
(512) 653-7498
------------------------------


Original Message:
Sent: 08-24-2022 14:57
From: Kevin Moyes
Subject: Repay error after Installing v2021 PU with latest Repay release

Thanks Anne,

• First, the provided documentation serves only one use case: a new install for a new Repay customer, which happens once.  Upgrades are not covered.  Product updates are not covered.  Repay updates (without Sage upgrade / update) are not covered.  This leaves us (and customers) struggling to understand what is the right process for each of these kinds of efforts, which happen repeatedly for every system, and seems to change constantly.
• Second, when significant changes are being made to the Repay integration (eg. the license restructuring), be proactive and clear in communicating that to the client, the Sage consultant, and your own support staff.  Updating a single document is better than nothing, but in order to be proactive advocates in protecting our mutual customer's systems, we need Repay's assistance in knowing something important has changed (or is about to change).  Repay support flippantly advising a customer to install the latest version, without due diligence in understanding what the scope of that update involves (eg. changing to the updated licensing / configuration...) is less than an optimal practice.
• Third, programmed warnings and confirmations within the Repay screens / functions should be accurate and applicable to what is happening in that moment.  I should never be prompted to "convert" credit cards if that is not what the program will do.  I've been repeatedly instructed to click a button (during upgrades / updates) which (to me) is literally asking if I want to corrupt the customer's current CC vault with old data from Paya.  I will never be comfortable with that.  Nobody should be.

------------------------------
Kevin Moyes
Technical Systems Analyst
Munjal White Consulting Co.


Original Message:
Sent: 08-24-2022 13:47
From: Anne Sawyer
Subject: Repay error after Installing v2021 PU with latest Repay release

Hi everyone

I have a call set up with Repay tomorrow including their support team.

I need to hear what you would like from Repay specific to these issues. I have these posts, which I will provide an overview for their team.

Please feel free to add additional questions to this post.

------------------------------
Anne Sawyer
Executive Director
90 Minds, Inc. 1