Sage 100

If they are upgrading from a much older version, they need new keys from Repay (per company / payment type).

If you do get new Repay keys, post test transactions... I've been given bad keys from them in the past.

They are just installing a PU4 from PU1.  Additional information from client indicates CC's processing.  The one in question has a billing address in Mexico.  They last processed a CC to this account on July 30th.

I get the impression based on the lame axxed customer service responses that we are dealing with an AI bot for level one support.

If they are upgrading from a much older version, they need new keys from Repay (per company / payment type).

If you do get new Repay keys, post test transactions... I've been given bad keys from them in the past.

They are just installing a PU4 from PU1.  Additional information from client indicates CC's processing.  The one in question has a billing address in Mexico.  They last processed a CC to this account on July 30th.

I get the impression based on the lame axxed customer service responses that we are dealing with an AI bot for level one support.

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

Original Message:
Sent: 8/22/2024 10:17:00 AM
From: Jeff Schwenk
Subject: RE: V2023 PU 4 Repay Issues

They are just installing a PU4 from PU1.  Additional information from client indicates CC's processing.  The one in question has a billing address in Mexico.  They last processed a CC to this account on July 30th.

I get the impression based on the lame axxed customer service responses that we are dealing with an AI bot for level one support.

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


Original Message:
Sent: 08-21-2024 13:14
From: Kevin Moyes
Subject: V2023 PU 4 Repay Issues

If they are upgrading from a much older version, they need new keys from Repay (per company / payment type).

If you do get new Repay keys, post test transactions... I've been given bad keys from them in the past.

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

Day three - STILL no human interaction.  Such piss poor performance in customer Disservice.

Please allow us 24-48 business hours to review and provide an update

Why does it take two days for a review of the situation?

Another company seeking to improve its bottom line by cutting back on customer support.

A winning strategy!

Original Message:
Sent: 8/22/2024 10:17:00 AM
From: Jeff Schwenk
Subject: RE: V2023 PU 4 Repay Issues

They are just installing a PU4 from PU1.  Additional information from client indicates CC's processing.  The one in question has a billing address in Mexico.  They last processed a CC to this account on July 30th.

I get the impression based on the lame axxed customer service responses that we are dealing with an AI bot for level one support.

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


Original Message:
Sent: 08-21-2024 13:14
From: Kevin Moyes
Subject: V2023 PU 4 Repay Issues

If they are upgrading from a much older version, they need new keys from Repay (per company / payment type).

If you do get new Repay keys, post test transactions... I've been given bad keys from them in the past.

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

Day three - STILL no human interaction.  Such piss poor performance in customer Disservice.

Please allow us 24-48 business hours to review and provide an update

Why does it take two days for a review of the situation?

Another company seeking to improve its bottom line by cutting back on customer support.

A winning strategy!

Original Message:
Sent: 8/22/2024 10:17:00 AM
From: Jeff Schwenk
Subject: RE: V2023 PU 4 Repay Issues

They are just installing a PU4 from PU1.  Additional information from client indicates CC's processing.  The one in question has a billing address in Mexico.  They last processed a CC to this account on July 30th.

I get the impression based on the lame axxed customer service responses that we are dealing with an AI bot for level one support.

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


Original Message:
Sent: 08-21-2024 13:14
From: Kevin Moyes
Subject: V2023 PU 4 Repay Issues

If they are upgrading from a much older version, they need new keys from Repay (per company / payment type).

If you do get new Repay keys, post test transactions... I've been given bad keys from them in the past.

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

I noticed on LinkedIn that Brittany Dudman is no longer showing at Repay as of Aug 2024. She was a primary contact for technical information for many years. I've also used Integrations@Repay.com to report issues though I haven't used it in probably a year or two so cannot say if it's still an option.

I keep hearing that more payment providers are selling directly and moving away from using channel partners. I don't know if this is just a rumor based on the frequent turnover in those positions, or if there is some truth to it. Does anyone have any insights on this?

Day three - STILL no human interaction.  Such piss poor performance in customer Disservice.

Please allow us 24-48 business hours to review and provide an update

Why does it take two days for a review of the situation?

Another company seeking to improve its bottom line by cutting back on customer support.

A winning strategy!

Original Message:
Sent: 8/22/2024 10:17:00 AM
From: Jeff Schwenk
Subject: RE: V2023 PU 4 Repay Issues

They are just installing a PU4 from PU1.  Additional information from client indicates CC's processing.  The one in question has a billing address in Mexico.  They last processed a CC to this account on July 30th.

I get the impression based on the lame axxed customer service responses that we are dealing with an AI bot for level one support.

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


Original Message:
Sent: 08-21-2024 13:14
From: Kevin Moyes
Subject: V2023 PU 4 Repay Issues

If they are upgrading from a much older version, they need new keys from Repay (per company / payment type).

If you do get new Repay keys, post test transactions... I've been given bad keys from them in the past.

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

The only response we got from Integrations@REPAY.com was an AI robot.

We called 888-685-1900 for assistance for assistance this AM.

Per the client - 

I just spoke with Garrett at Repay and he was able to actually help me.  He said with the update in sage that was recently done the international transaction for Mexico was trying to go through the click to pay portal that we do not use so it was blocking it.  We went online to their website and he walked me through how to do the transaction online and it worked. 

VERY poor experience.  I would give them one finger out of five!

I noticed on LinkedIn that Brittany Dudman is no longer showing at Repay as of Aug 2024. She was a primary contact for technical information for many years. I've also used Integrations@Repay.com to report issues though I haven't used it in probably a year or two so cannot say if it's still an option.

I keep hearing that more payment providers are selling directly and moving away from using channel partners. I don't know if this is just a rumor based on the frequent turnover in those positions, or if there is some truth to it. Does anyone have any insights on this?

Day three - STILL no human interaction.  Such piss poor performance in customer Disservice.

Please allow us 24-48 business hours to review and provide an update

Why does it take two days for a review of the situation?

Another company seeking to improve its bottom line by cutting back on customer support.

A winning strategy!

Original Message:
Sent: 8/22/2024 10:17:00 AM
From: Jeff Schwenk
Subject: RE: V2023 PU 4 Repay Issues

They are just installing a PU4 from PU1.  Additional information from client indicates CC's processing.  The one in question has a billing address in Mexico.  They last processed a CC to this account on July 30th.

I get the impression based on the lame axxed customer service responses that we are dealing with an AI bot for level one support.

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


Original Message:
Sent: 08-21-2024 13:14
From: Kevin Moyes
Subject: V2023 PU 4 Repay Issues

If they are upgrading from a much older version, they need new keys from Repay (per company / payment type).

If you do get new Repay keys, post test transactions... I've been given bad keys from them in the past.

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

The only response we got from Integrations@REPAY.com was an AI robot.

We called 888-685-1900 for assistance for assistance this AM.

Per the client - 

I just spoke with Garrett at Repay and he was able to actually help me.  He said with the update in sage that was recently done the international transaction for Mexico was trying to go through the click to pay portal that we do not use so it was blocking it.  We went online to their website and he walked me through how to do the transaction online and it worked. 

VERY poor experience.  I would give them one finger out of five!

I noticed on LinkedIn that Brittany Dudman is no longer showing at Repay as of Aug 2024. She was a primary contact for technical information for many years. I've also used Integrations@Repay.com to report issues though I haven't used it in probably a year or two so cannot say if it's still an option.

I keep hearing that more payment providers are selling directly and moving away from using channel partners. I don't know if this is just a rumor based on the frequent turnover in those positions, or if there is some truth to it. Does anyone have any insights on this?

Day three - STILL no human interaction.  Such piss poor performance in customer Disservice.

Please allow us 24-48 business hours to review and provide an update

Why does it take two days for a review of the situation?

Another company seeking to improve its bottom line by cutting back on customer support.

A winning strategy!

Original Message:
Sent: 8/22/2024 10:17:00 AM
From: Jeff Schwenk
Subject: RE: V2023 PU 4 Repay Issues

They are just installing a PU4 from PU1.  Additional information from client indicates CC's processing.  The one in question has a billing address in Mexico.  They last processed a CC to this account on July 30th.

I get the impression based on the lame axxed customer service responses that we are dealing with an AI bot for level one support.

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


Original Message:
Sent: 08-21-2024 13:14
From: Kevin Moyes
Subject: V2023 PU 4 Repay Issues

If they are upgrading from a much older version, they need new keys from Repay (per company / payment type).

If you do get new Repay keys, post test transactions... I've been given bad keys from them in the past.

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

Jeff - Please specify which finger.

The only response we got from Integrations@REPAY.com was an AI robot.

We called 888-685-1900 for assistance for assistance this AM.

Per the client - 

I just spoke with Garrett at Repay and he was able to actually help me.  He said with the update in sage that was recently done the international transaction for Mexico was trying to go through the click to pay portal that we do not use so it was blocking it.  We went online to their website and he walked me through how to do the transaction online and it worked. 

VERY poor experience.  I would give them one finger out of five!

I noticed on LinkedIn that Brittany Dudman is no longer showing at Repay as of Aug 2024. She was a primary contact for technical information for many years. I've also used Integrations@Repay.com to report issues though I haven't used it in probably a year or two so cannot say if it's still an option.

I keep hearing that more payment providers are selling directly and moving away from using channel partners. I don't know if this is just a rumor based on the frequent turnover in those positions, or if there is some truth to it. Does anyone have any insights on this?

Day three - STILL no human interaction.  Such piss poor performance in customer Disservice.

Please allow us 24-48 business hours to review and provide an update

Why does it take two days for a review of the situation?

Another company seeking to improve its bottom line by cutting back on customer support.

A winning strategy!

Original Message:
Sent: 8/22/2024 10:17:00 AM
From: Jeff Schwenk
Subject: RE: V2023 PU 4 Repay Issues

They are just installing a PU4 from PU1.  Additional information from client indicates CC's processing.  The one in question has a billing address in Mexico.  They last processed a CC to this account on July 30th.

I get the impression based on the lame axxed customer service responses that we are dealing with an AI bot for level one support.

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


Original Message:
Sent: 08-21-2024 13:14
From: Kevin Moyes
Subject: V2023 PU 4 Repay Issues

If they are upgrading from a much older version, they need new keys from Repay (per company / payment type).

If you do get new Repay keys, post test transactions... I've been given bad keys from them in the past.

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

I am upgrading a client from v2021 to 2024.1.  It took me 3.5 days to talk to a human after begging and pleading in emails to talk with someone.  That only happened because I called the number @Jeff Schwenk posted above (Thank you Jeff!) and used the Dial by Name directory to reach Garret Pittario at extension 460 directly. He ended up pulling in a programmer and I came away with these two main takeaways:

1. Repay does not presently work with 64-bit Sage. They have an open case with Sage on this issue.
2. Paya Connect is no longer required for installing Repay and if you, like me, installed Paya, you'll need to uninstall it.

When I inquired about the Customer Service policy, Garret told me that the Payments department/division is undergoing restructuring, which apparently is related to their horrible customer service.  In addition, there are apparently only 3 people who know what they are doing in supporting the product (don't know if that's specifically for Sage 100).  But they're training others!

Never mind the fact that their documentation is out-of-date (I could rant about this fact and how it contributed to experience).  Yeah, they're working on it.

If there isn't a public announcement that the issue is resolved, I'll update this post if/when I am alerted.

Jeff - Please specify which finger.

The only response we got from Integrations@REPAY.com was an AI robot.

We called 888-685-1900 for assistance for assistance this AM.

Per the client - 

I just spoke with Garrett at Repay and he was able to actually help me.  He said with the update in sage that was recently done the international transaction for Mexico was trying to go through the click to pay portal that we do not use so it was blocking it.  We went online to their website and he walked me through how to do the transaction online and it worked. 

VERY poor experience.  I would give them one finger out of five!

I noticed on LinkedIn that Brittany Dudman is no longer showing at Repay as of Aug 2024. She was a primary contact for technical information for many years. I've also used Integrations@Repay.com to report issues though I haven't used it in probably a year or two so cannot say if it's still an option.

I keep hearing that more payment providers are selling directly and moving away from using channel partners. I don't know if this is just a rumor based on the frequent turnover in those positions, or if there is some truth to it. Does anyone have any insights on this?

Day three - STILL no human interaction.  Such piss poor performance in customer Disservice.

Please allow us 24-48 business hours to review and provide an update

Why does it take two days for a review of the situation?

Another company seeking to improve its bottom line by cutting back on customer support.

A winning strategy!

Original Message:
Sent: 8/22/2024 10:17:00 AM
From: Jeff Schwenk
Subject: RE: V2023 PU 4 Repay Issues

They are just installing a PU4 from PU1.  Additional information from client indicates CC's processing.  The one in question has a billing address in Mexico.  They last processed a CC to this account on July 30th.

I get the impression based on the lame axxed customer service responses that we are dealing with an AI bot for level one support.

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


Original Message:
Sent: 08-21-2024 13:14
From: Kevin Moyes
Subject: V2023 PU 4 Repay Issues

If they are upgrading from a much older version, they need new keys from Repay (per company / payment type).

If you do get new Repay keys, post test transactions... I've been given bad keys from them in the past.

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

@Barbara Goldstein If Paya Connect isn't required anymore but the customer is upgrading on the same server - at what point do you remove Paya Connect (assuming the customer was using Repay prior to the upgrade and their older version of Repay needed Paya Connect).

This seems like a pretty big requirement that Repay should have publicized.

I am upgrading a client from v2021 to 2024.1.  It took me 3.5 days to talk to a human after begging and pleading in emails to talk with someone.  That only happened because I called the number @Jeff Schwenk posted above (Thank you Jeff!) and used the Dial by Name directory to reach Garret Pittario at extension 460 directly. He ended up pulling in a programmer and I came away with these two main takeaways:

1. Repay does not presently work with 64-bit Sage. They have an open case with Sage on this issue.
2. Paya Connect is no longer required for installing Repay and if you, like me, installed Paya, you'll need to uninstall it.

When I inquired about the Customer Service policy, Garret told me that the Payments department/division is undergoing restructuring, which apparently is related to their horrible customer service.  In addition, there are apparently only 3 people who know what they are doing in supporting the product (don't know if that's specifically for Sage 100).  But they're training others!

Never mind the fact that their documentation is out-of-date (I could rant about this fact and how it contributed to experience).  Yeah, they're working on it.

If there isn't a public announcement that the issue is resolved, I'll update this post if/when I am alerted.

Jeff - Please specify which finger.

The only response we got from Integrations@REPAY.com was an AI robot.

We called 888-685-1900 for assistance for assistance this AM.

Per the client - 

I just spoke with Garrett at Repay and he was able to actually help me.  He said with the update in sage that was recently done the international transaction for Mexico was trying to go through the click to pay portal that we do not use so it was blocking it.  We went online to their website and he walked me through how to do the transaction online and it worked. 

VERY poor experience.  I would give them one finger out of five!

I noticed on LinkedIn that Brittany Dudman is no longer showing at Repay as of Aug 2024. She was a primary contact for technical information for many years. I've also used Integrations@Repay.com to report issues though I haven't used it in probably a year or two so cannot say if it's still an option.

I keep hearing that more payment providers are selling directly and moving away from using channel partners. I don't know if this is just a rumor based on the frequent turnover in those positions, or if there is some truth to it. Does anyone have any insights on this?

Day three - STILL no human interaction.  Such piss poor performance in customer Disservice.

Please allow us 24-48 business hours to review and provide an update

Why does it take two days for a review of the situation?

Another company seeking to improve its bottom line by cutting back on customer support.

A winning strategy!

Original Message:
Sent: 8/22/2024 10:17:00 AM
From: Jeff Schwenk
Subject: RE: V2023 PU 4 Repay Issues

They are just installing a PU4 from PU1.  Additional information from client indicates CC's processing.  The one in question has a billing address in Mexico.  They last processed a CC to this account on July 30th.

I get the impression based on the lame axxed customer service responses that we are dealing with an AI bot for level one support.

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


Original Message:
Sent: 08-21-2024 13:14
From: Kevin Moyes
Subject: V2023 PU 4 Repay Issues

If they are upgrading from a much older version, they need new keys from Repay (per company / payment type).

If you do get new Repay keys, post test transactions... I've been given bad keys from them in the past.

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

Good question.  I'm fortunate to be installing on a new server.  I'll ask the question in my email chain and see what they say.

@Barbara Goldstein If Paya Connect isn't required anymore but the customer is upgrading on the same server - at what point do you remove Paya Connect (assuming the customer was using Repay prior to the upgrade and their older version of Repay needed Paya Connect).

This seems like a pretty big requirement that Repay should have publicized.

I am upgrading a client from v2021 to 2024.1.  It took me 3.5 days to talk to a human after begging and pleading in emails to talk with someone.  That only happened because I called the number @Jeff Schwenk posted above (Thank you Jeff!) and used the Dial by Name directory to reach Garret Pittario at extension 460 directly. He ended up pulling in a programmer and I came away with these two main takeaways:

1. Repay does not presently work with 64-bit Sage. They have an open case with Sage on this issue.
2. Paya Connect is no longer required for installing Repay and if you, like me, installed Paya, you'll need to uninstall it.

When I inquired about the Customer Service policy, Garret told me that the Payments department/division is undergoing restructuring, which apparently is related to their horrible customer service.  In addition, there are apparently only 3 people who know what they are doing in supporting the product (don't know if that's specifically for Sage 100).  But they're training others!

Never mind the fact that their documentation is out-of-date (I could rant about this fact and how it contributed to experience).  Yeah, they're working on it.

If there isn't a public announcement that the issue is resolved, I'll update this post if/when I am alerted.

Jeff - Please specify which finger.

The only response we got from Integrations@REPAY.com was an AI robot.

We called 888-685-1900 for assistance for assistance this AM.

Per the client - 

I just spoke with Garrett at Repay and he was able to actually help me.  He said with the update in sage that was recently done the international transaction for Mexico was trying to go through the click to pay portal that we do not use so it was blocking it.  We went online to their website and he walked me through how to do the transaction online and it worked. 

VERY poor experience.  I would give them one finger out of five!

I noticed on LinkedIn that Brittany Dudman is no longer showing at Repay as of Aug 2024. She was a primary contact for technical information for many years. I've also used Integrations@Repay.com to report issues though I haven't used it in probably a year or two so cannot say if it's still an option.

I keep hearing that more payment providers are selling directly and moving away from using channel partners. I don't know if this is just a rumor based on the frequent turnover in those positions, or if there is some truth to it. Does anyone have any insights on this?

Day three - STILL no human interaction.  Such piss poor performance in customer Disservice.

Please allow us 24-48 business hours to review and provide an update

Why does it take two days for a review of the situation?

Another company seeking to improve its bottom line by cutting back on customer support.

A winning strategy!

Original Message:
Sent: 8/22/2024 10:17:00 AM
From: Jeff Schwenk
Subject: RE: V2023 PU 4 Repay Issues

They are just installing a PU4 from PU1.  Additional information from client indicates CC's processing.  The one in question has a billing address in Mexico.  They last processed a CC to this account on July 30th.

I get the impression based on the lame axxed customer service responses that we are dealing with an AI bot for level one support.

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


Original Message:
Sent: 08-21-2024 13:14
From: Kevin Moyes
Subject: V2023 PU 4 Repay Issues

If they are upgrading from a much older version, they need new keys from Repay (per company / payment type).

If you do get new Repay keys, post test transactions... I've been given bad keys from them in the past.

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

I am upgrading a client from v2021 to 2024.1.  It took me 3.5 days to talk to a human after begging and pleading in emails to talk with someone.  That only happened because I called the number @Jeff Schwenk posted above (Thank you Jeff!) and used the Dial by Name directory to reach Garret Pittario at extension 460 directly. He ended up pulling in a programmer and I came away with these two main takeaways:

1. Repay does not presently work with 64-bit Sage. They have an open case with Sage on this issue.
2. Paya Connect is no longer required for installing Repay and if you, like me, installed Paya, you'll need to uninstall it.

When I inquired about the Customer Service policy, Garret told me that the Payments department/division is undergoing restructuring, which apparently is related to their horrible customer service.  In addition, there are apparently only 3 people who know what they are doing in supporting the product (don't know if that's specifically for Sage 100).  But they're training others!

Never mind the fact that their documentation is out-of-date (I could rant about this fact and how it contributed to experience).  Yeah, they're working on it.

If there isn't a public announcement that the issue is resolved, I'll update this post if/when I am alerted.

Jeff - Please specify which finger.

The only response we got from Integrations@REPAY.com was an AI robot.

We called 888-685-1900 for assistance for assistance this AM.

Per the client - 

I just spoke with Garrett at Repay and he was able to actually help me.  He said with the update in sage that was recently done the international transaction for Mexico was trying to go through the click to pay portal that we do not use so it was blocking it.  We went online to their website and he walked me through how to do the transaction online and it worked. 

VERY poor experience.  I would give them one finger out of five!

I noticed on LinkedIn that Brittany Dudman is no longer showing at Repay as of Aug 2024. She was a primary contact for technical information for many years. I've also used Integrations@Repay.com to report issues though I haven't used it in probably a year or two so cannot say if it's still an option.

I keep hearing that more payment providers are selling directly and moving away from using channel partners. I don't know if this is just a rumor based on the frequent turnover in those positions, or if there is some truth to it. Does anyone have any insights on this?

Day three - STILL no human interaction.  Such piss poor performance in customer Disservice.

Please allow us 24-48 business hours to review and provide an update

Why does it take two days for a review of the situation?

Another company seeking to improve its bottom line by cutting back on customer support.

A winning strategy!

Original Message:
Sent: 8/22/2024 10:17:00 AM
From: Jeff Schwenk
Subject: RE: V2023 PU 4 Repay Issues

They are just installing a PU4 from PU1.  Additional information from client indicates CC's processing.  The one in question has a billing address in Mexico.  They last processed a CC to this account on July 30th.

I get the impression based on the lame axxed customer service responses that we are dealing with an AI bot for level one support.

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


Original Message:
Sent: 08-21-2024 13:14
From: Kevin Moyes
Subject: V2023 PU 4 Repay Issues

If they are upgrading from a much older version, they need new keys from Repay (per company / payment type).

If you do get new Repay keys, post test transactions... I've been given bad keys from them in the past.

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

This is so sad.  APS was fantastic, with a great team.  Repay purchased, then basically destroyed an excellent solution.

I am upgrading a client from v2021 to 2024.1.  It took me 3.5 days to talk to a human after begging and pleading in emails to talk with someone.  That only happened because I called the number @Jeff Schwenk posted above (Thank you Jeff!) and used the Dial by Name directory to reach Garret Pittario at extension 460 directly. He ended up pulling in a programmer and I came away with these two main takeaways:

1. Repay does not presently work with 64-bit Sage. They have an open case with Sage on this issue.
2. Paya Connect is no longer required for installing Repay and if you, like me, installed Paya, you'll need to uninstall it.

When I inquired about the Customer Service policy, Garret told me that the Payments department/division is undergoing restructuring, which apparently is related to their horrible customer service.  In addition, there are apparently only 3 people who know what they are doing in supporting the product (don't know if that's specifically for Sage 100).  But they're training others!

Never mind the fact that their documentation is out-of-date (I could rant about this fact and how it contributed to experience).  Yeah, they're working on it.

If there isn't a public announcement that the issue is resolved, I'll update this post if/when I am alerted.

Jeff - Please specify which finger.

The only response we got from Integrations@REPAY.com was an AI robot.

We called 888-685-1900 for assistance for assistance this AM.

Per the client - 

I just spoke with Garrett at Repay and he was able to actually help me.  He said with the update in sage that was recently done the international transaction for Mexico was trying to go through the click to pay portal that we do not use so it was blocking it.  We went online to their website and he walked me through how to do the transaction online and it worked. 

VERY poor experience.  I would give them one finger out of five!

I noticed on LinkedIn that Brittany Dudman is no longer showing at Repay as of Aug 2024. She was a primary contact for technical information for many years. I've also used Integrations@Repay.com to report issues though I haven't used it in probably a year or two so cannot say if it's still an option.

I keep hearing that more payment providers are selling directly and moving away from using channel partners. I don't know if this is just a rumor based on the frequent turnover in those positions, or if there is some truth to it. Does anyone have any insights on this?

Day three - STILL no human interaction.  Such piss poor performance in customer Disservice.

Please allow us 24-48 business hours to review and provide an update

Why does it take two days for a review of the situation?

Another company seeking to improve its bottom line by cutting back on customer support.

A winning strategy!

Original Message:
Sent: 8/22/2024 10:17:00 AM
From: Jeff Schwenk
Subject: RE: V2023 PU 4 Repay Issues

They are just installing a PU4 from PU1.  Additional information from client indicates CC's processing.  The one in question has a billing address in Mexico.  They last processed a CC to this account on July 30th.

I get the impression based on the lame axxed customer service responses that we are dealing with an AI bot for level one support.

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


Original Message:
Sent: 08-21-2024 13:14
From: Kevin Moyes
Subject: V2023 PU 4 Repay Issues

If they are upgrading from a much older version, they need new keys from Repay (per company / payment type).

If you do get new Repay keys, post test transactions... I've been given bad keys from them in the past.

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