Troubleshooting

Error number:

2000

Error message:

2000: Notauthed: The authorisation was declined by the bank.

Explanation:

When this error message is received/displayed it is due to the transaction having been declined by the bank.
This error can be caused due to a number of reasons and can also be issued by either the card Issuing bank (the shoppers bank) or the Merchant Bank (your own bank).

When this error message is displayed from the card issuing bank it is usually due to:

• Insufficient funds in the shoppers account.
• Spending limit has been reached by the card holder.
• Bank account has been closed for the shopper.
• Funds unavailable.

Also when encountered from the merchant bank the usual cause is - Issue with the merchant account. Authorisation could not be performed.

Solution:

If you get this error message, and you are using protocol minimum of 3.00 for your transactions we will return a 2 digit code that has been issued by the bank to explain the reason for the decline.

For businesses using older versions of the Opayo protocols you can perform a reporting and admin API command that will enable you to obtain the decline code and then raise this with the bank.

Although Opayo does not know the descriptions of these codes they can be taken to the bank who will be able to provide the reason for the transaction being declined. You may then be able to process another transaction for the shopper that will be authorised, and approved without issue.

Error number:

2001

Error message:

2001: Rejected: The authorisation was rejected by the vendor rule-base.

Explanation:

This error message is received when your transaction has not passed either your AVS/CV2 (address including postcode verification, and card security code) or 3-D Secure rule base.

Alternatively, the customer can also get this error if they incorrectly enter their card details three times.

Every Opayo account that is provided gives vendors the option to add and apply their own fraud prevention rules. Each of these rules can be used to restrict transactions from being processed through their account if the criteria is not met.

You can apply rules on your account for both the AVS/CV2 fraud screening or the 3D Secure fraud prevention tool.

Any transaction that does not pass the requirements in your rules the error message 2001 will be displayed.

Solution:

The only way to avoid this error completely would be to either relax or remove your current rulebase.

This will enable transactions to be processed through your account however this will apply to all transactions and will greatly increase the risk your business is exposed too for fraudulent activity.

The rules and checks that are in place are there to protect your business. No rules are applied to your account when set-up meaning you exclusively define your own levels of risk, and limits to what will be accepted or rejected based on the results of the fraud prevention checks.

Opayo will not force you to adhere to any pre-set rules or validations, that decision is completely up to yourself and your business.

More information on the fraud prevention tools can be found below:
AVS/CV2 and ​adding AVS/CV2 rules
3-D Secure and adding 3-D Secure rules

Error number:

2003

Error message:

2003: Error: An error has occurred.

Explanation:

This error message is usually caused by two possible reasons:

Terminal ID's – terminal ID numbers are assigned to every merchant number on every account that uses Opayo. These numbers control the traffic of transactions between Opayo and the merchant banks. If the terminal ID's have not been allocated correctly transactions will not be able to be processed through the account and the error 2003 will be generated.

Authorisation issues – if the Opayo system is experiencing authorisation issues, error message 2003 will be displayed. The disruption can be caused by our system, or any 3rd party platform that works in concert with Opayo when processing transactions. Any disruptions to the Opayo system will be displayed, and updated on our system monitor page.

This error message can also be displayed on a transaction by transaction basis if any type of communication issue is encountered.
Rephrase: 'experiencing authorisation issues, error message 2003 will be displayed'.

Solution:

When seeing this error message we would always advise checking our system monitor page first to see if there are any disruptions being encountered during the transactional process.

If the Opayo system monitor page is showing no disruption to the service please contact our support team so they can look into your account for you.

When the error is received for a single transaction please attempt to process the transaction again as this may resolve the error. If not please contact our support team with the vendor tx code for the transaction attempt and we will be able to investigate this further and provide a resolution for you.

Error number:

3069

Error message:

3069: Invalid: The payment system is not supported on the account.

Explanation:

The card type you have sent in the card type field is not currently active on your Opayo account. As a result everytime this value is received by our system the error will be generated.

The cards types accepted in this field are:

• Visa (Visa credit)
• MC (Mastercard credit)
  
• MCDEBIT (Mastercard debit)
• Delta (Visa debit)
• UKE (Visa Electron)
• Maestro (domestic & internationally issued Maestro)
• AMEX (American Express)
• DC (Diners Club)
• JCB (Japan Credit Bureau cards)
• Laser (Laser cards - withdrawn 28th Feb 2014)
• Paypal (Paypal transactions)

As standard Visa, Visa Debit, Visa Delta, Visa Electron, Mastercard, UK Maestro, and Mastercard Debit are enabled on all Opayo accounts.

American Express, JCB, and Diners all require a merchant number to be obtained directly from the card issuing bank before it can be enabled on your Opayo account.

Solution:

To check the card types that are active on your Opayo account all you need to do is log into your MyOpayo admin panel, select settings from the menu along the top of the page. From here you can then select "pay methods" from the menu on the left of the screen.

All card types that are accepted through your Opayo account will be displayed for you.

If you would like to add another card type to your account you will first need to speak with your merchant bank to ensure the card type can be accepted before adding this to your account. Any card types that are added to your account that are not set-up on your merchant account will generate further errors.

To add American Express, JCB, or Diners you will need to contact these merchant banks directly to obtain a new merchant number.

Once you have obtained your new merchant number you simply need to complete the merchant number addition form and send this back to us. We will then add the merchant number on your account and the card type will be accepted.

Error number:

3189

Error message:

3189: The vendor data is invalid.

Explanation:

When you have passed your transaction through to Opayo to be processed the content in the vendor data field is not in line with the Opayo protocols.

The vendor data field is a value that can be passed with a transaction to be used a reference field to capture further information.

Details such as:

• Internal reference.
• Member of staff who captured the goods.
• Customer information - length of time etc.
• Further description of items or products.

Can all be captured by your site and included in the vendor data field. The field is only available for vendors who are using Opayo protocol version 3.00 or higher and will not be verified or stored by our system if you are using an older version of the protocol.

Along with the vendordata= field that is used as part of website transaction being posted to our system the field is also passed when using the Opayo virtual terminal. On the advanced tab within the virtual terminal there is a field called description. This field is the vendordata field and is restricted by the same validation and size limitations as the field when processing a website transaction.

Any information included in the description field, that is also included in the vendordata field (website transaction) will generate the same error message on the screen for you.

The field is Alphanumeric and can contain up to 200 additional characters that can be captured with the transaction.

Solution:

To rectify the vendor data field you will need to compare the information you have included in the post for the transaction with the parameters of the field in the Opayo protocol guides.

If the contents of the field include any characters that are not supported in the field (alphanumeric) then they will need to be removed in order for the transaction to be accepted and the error message prevented.

After checking the characters are all acceptable you should also check the length of the information included in the field. The limit for the field is 200 characters total (including spaces). If the string is longer than the field allows you will have to trim the data to match that of the field limit.

This also applies to any transactions processed through your virtual terminal within MyOpayo when you are populating the description field.

Error number:

4019

Error message:

4019: Client IP address is restricted by the vendor.
 

Explanation:

This error is generated when the IP being used by the shopper to process the transaction has been blocked by your Opayo account.

Alternatively, this can also be generated if you have blocked your own IP address - and you process the transactions yourself through a back-end office platform.

Transactions that encounter this error are not able to complete because the IP address will not be accepted at all.

Solution:

When this error is generated you will first need to check the IP address that has been used for the transaction.

You can do this by logging into MyOpayo and selecting the transaction that has been processed - once open you are able to see the "client IP" that has been used when the transaction has been submitted.

Next, select settings followed by restrictions. You can then see the IP addresses that have been blocked.

To resolve this error you will need to remove the block - if this is something you are happy to do, or advise the customer that you have blocked the IP address and the transaction will not be able to be processed.

Alternatively, if you have blocked your own IP address (back end office system) this will need to be removed in order for the transaction to then be accepted.

Error number:

4020

Error message:

4020: INVALID: Information received from an invalid IP address.

Explanation:

If your website is integrated with Opayo using either the server or direct method we must have a valid IP address from your platform or web hosting company in order to accept transactions.

The 4020 error message indicates that the transactional post that is coming from your site/hosting company is not being made using the valid IP addresses that you have entered into your Opayo account - via MyOpayo.

All transactions that are posted from your website/server must be sent via one of the IP addresses that you have provided to Opayo. If your IP address is not entered within MyOpayo, or is coming from a dynamic IP range then you will always encounter this error.
 

Solution:

The 4020 error message is an easy fix, the first thing you will need to do to prevent this error is obtain the IP address that is being used to post the information through to Opayo.

You are able to locate the IP address that you are using by:
Process a transaction using the Opayo simulator – you can then obtain the IP address that is being used for the transaction.
Contact your server administrator – if your Server is being hosted internally - they will then be able to provide you with the IP directly.
Contact your hosting company – if your site is being externally hosted by a 3rd party - they will be able to provide you with the IP directly.
Perform a "ping" test – open your start menu, type CMD, this will then load up the DOS screen where you can then type PING followed by the URL you are trying to reach - your own website - this will then provide you with the IP address of the site that is making the post to Opayo.

Once you have the IP address you will then be able to enter this into your MyOpayo admin account, to do this see our adding IP article here.

Error number:

4021

Error message:

4021: Card range not supported

Explanation:

The card number you have entered is not supported as a card type on the Opayo system.

All cards issued are part of a range - this is defined by the first 9 digits of the card number. When the card number is entered into the Opayo system we use the range to identify the card type, and validity of the number before processing the transaction.

When you get this error message the card number and range cannot be validated as the card range is not on our platform and because of this is not supported and will not allow transactions to be processed.

Alongside this the error can be caused by the card number being entered incorrectly thus creating a completely new card number that is recognised or registered as a range.

Solution:

The first step to resolving this issue is to identify if the shopper has made an error when they have entered the card number when making the payment. If the shopper has made an error with the card number then simply have the customer.

If the card being used is a newly issued card it is likely yet to have been added to our systems.

Opayo regularly received updated card ranges that are added to our systems for mainstream card types - if the card being used for the transaction falls into this category it will be updated when the new ranges are provided to Opayo by the card issuers.

If however the card being used for the transaction is not new the number is simply not supported on our system and another card will need to be used to complete the transaction.

Error number:

4026

Error message:

4026: 3D-authentication failed. This vendor's rules require a successful 3D-authentication.
 

Explanation:

You have received this error because your Opayo account requires a successful 3-D Secure authentication before the transaction can be processed through your account.

When activating 3-D Secure on your account, you have the option to implement a rule that requires 3-D Secure to be completed successfully. Any transactions that do not complete 3-D Secure will encounter this error.

The error can be caused due to the following:

• If the shopper has entered the wrong 3-D Secure details and failed authentication.
  Shoppers who enter the wrong password will fail 3-D Secure and, therefore will fail the authentication completely, which will compromise the rules that you have in place.
• If the shopper has used a card that is not registered as part of the 3-D Secure scheme.
  Some customers who have VISA or Mastercards have not yet registered the card with 3-D Secure and this does not mean the scheme is unavailable simply that the shopper has not signed up. Customers who have not registered will encounter the error as the rule requires 3-D Secure to be completed.
• If the shopper that has used a card that is not part of 3-D Secure - Diners, JCB.
  When the 3-D Secure rule is in place where it requires a full authentication in order to process, it does not differentiate between issuers that are registered as part of 3-D Secure and those that are not.
• If there is an error with the 3-D Secure scheme at the time authentication is attempted.
  As 3-D Secure is not completely controlled by Opayo, we cannot ensure that the scheme is always available without disruption. When this happens, and your rules require 3-D Secure to be completed, this will generate the error - 4026.

Each instance will generate the same error message based on the requirements of your rules.

Solution:

Although this error message is inconvenient for your customers, it is only generated when they have failed to successfully complete a fraud prevention check on your system. This is due to the scheme either not being available, the card not being registered as part of the 3-D Secure scheme, or the issuer not supporting 3-D Secure as a process.

In each instance, there are steps you can take to avoid this error. Some changes will increase the level of risk your business is exposed too.

Amend your rule base (allow 3-D Secure failures) – by changing your rule base to allow customers to complete their transaction when they have entered the incorrect details you will prevent customers from encountering the error.

To do this you will need to add a 3-D Secure rule that allows – “accept 3-D Secure failures to continue for authorisation”.

You are however, increasing the level of risk your business is exposed too substantially by doing so. Allowing 3-D Secure failures to process will remove the added protection offered by 3-D Secure increasing the potential of fraudulent transactions.

Advise shoppers to register their cards with 3-D Secure – if your shopper has not registered their card for 3-D Secure when the scheme is available, you can prompt them to do so.

Alternatively, you can change your rule base to allow VISA and Mastercards that are not signed up for 3-D Secure to process without doing so. You will need to enable a rule that allows - "Accept non-3-D Secure cards to be authorised"

Again, this will increase the level of risk you are exposed too. By allowing customers to not complete the step you are removing the protection for VISA and Mastercards offered by 3-D Secure.

Amend your rule base (non-3-D Secure issuers) – if your Opayo account accepts transactions from issuers such as JCB and Diners then 3-D Secure will never be available for these card types, resulting in this error for every single transactional attempt.

To resolve this you will need to change your rule base to allow - "Accept cards from non-3-D Secure issuers to be authorised".

This will not increase the risk to your business as 3-D Secure is not actively available or supported for these card types. If you do not accept these card types you will not need to change any of the rules on your account.

Amend your rule base (allow MPI errors) – as we do not control 3-D Secure we cannot ensure it is active for every transaction attempt. When this occurs you can allow customers to progress with their transaction without completing 3-D Secure.
This will allow your customers to continue with their transaction when the scheme is having any kind of disruption resulting in limited availability.

To do this you will need to change your rules to allow - "Accept authorisations when MPI errors occur".
By doing this you are again increasing the risk to your business. By allowing transactions to process without 3-D Secure you are removing the protection offered.

Alternatively there is one final option available to you – do nothing – If you would like all of your transactions to process with a full 3-D Secure authentication any of the above steps will remove this from your account. By doing nothing you are forcing your customers to complete 3-D Secure and offer your business the protection that 3-D Secure provides.

Error number:

4043

Error message:

4043: The vendor rule bases disallow this card range.
 

Explanation:

The card range used for this transaction has been prevented by your own rule base.

What this means is that within your MyOpayo account you have added a block that prevents cards with this range from processing transactions through your account.

A range is the first 9 digits of a card number – by adding a block for a card range you are preventing any cards from processing through your account that begin with those 9 digits.

For more information on card ranges and adding blocks to your account click here.

You must remember when you block a card range you are blocking all cards that share that range. Currently there is no option to block individual cards on the Opayo system.
 

Solution:

To resolve this error message you have 2 options – the first is to do nothing.

The card has been blocked by you for a reason – to unblock it will open your account to the risks you wanted to protect it from. By doing nothing your account will remain safe and transactions using cards with the ranges you have blocked will not be able to process through your account.

The 2nd option is to remove the block. By doing this you will allow the transaction to be processed, but you will no longer have the restriction in place blocking other cards with the same 9 digits.

Error number:

5004

Error message:

5004: INVALID: The transaction state is invalid.
 

Explanation:

This error occurs if the Opayo system attempts to do something to a transaction that is not in a state where such an action is acceptable. For example, it cannot archive an incomplete transaction into the reporting tables.
 

Solution:

You will need to contact the Opayo support team to notify them how you generated this error message to enable them to look into the cause further and escalate to their live development team. This error normally occurs when an action is not acceptable if the Opayo system attempts to do something to a transaction.

Error number:

5006

Error message:

5006: Unable to redirect to vendors web site. The vendor failed to provide a redirection URL.
 

Explanation:

As part of the server integration transactional process Opayo send a post to your notification URL with the status, and outcome of the transaction.

We then need a response to the notification post from your system that includes a redirect URL. This redirect URL is used by Opayo to redirect the shopper back from our payment pages to your website where they will be presented with either a success or failure page.

If you have received this error it is due to the response to the notification post not including a re-direct URL, or the URL is not in the correct format.

When this error is generated the transaction may not be visible within your MyOpayo admin panel. Also the transaction may not be visible within your successful, failed, or invalid logs.

This is due to the transaction not being archived on our systems and still in an active state.

We will attempt to notify your system of all transactions processed through your account, as the transaction is still active Opayo will attempt multiple times to notify you of the status of the transaction until it times out.

Once the transaction has "timed out" it will then appear in your logs, and on the MyOpayo transaction list.
 

Solution:

To resolve this error you must first ensure that:

• You are supplying a redirect URL to Opayo in the response to the notification post.
• Your redirect URL is in the correct format when it is returned to Opayo.
• Check your server logs to ensure the notification post from Opayo has been received and a response including the redirect URL has been sent.

Ensure your response is in line with the Opayo server protocol - section B2.

This will enable you to check that your platform is reacting to the Opayo notification post in the correct way. Normally the exclusion or format of the redirect URL is the cause of this error. Your server logs will identify if the notification post is being received by Opayo and a response is being sent by your system.

If the above has been checked, or unable to be checked look to the server for possible restrictions that could cause the transaction to encounter errors:

1. Ensure you have opened ports 80 and 443 on your servers to allow posts from Opayo.
2. Ensure all Opayo IP Addresses have been added to your server.
3. Check any additional firewall or security measures will allow contact from the Opayo systems.
4. After checking, and validating all of the above you are still encountering this error you can change the notification URL to another link on your server that can be tracked to ensure contact is being made by the Opayo system and a response is being generated.

For information on the server integration process, and the response that must be sent from your system please download a copy of our protocol guide.

Error number:

5080

Error message:

5080: Error: form transaction registration failed.
 

Explanation:

When you are posting your form transaction through to our system, this error indicates there is a problem with the format of the post, or the encryption of it.
 

Solution:

You will need to log into your Opayo account. Once you have logged-in select the transactions tab, and then the invalid subscreen from the options on the left.

Your invalid transaction should be showing here with an explanation and a further error code to look up.

In certain circumstances the transaction will not show up in this screen, indicating a problem with the encryption used on your post.

Encryption Password
Please ensure that the encryption password that you are using is correct. If your encryption password is incorrect your crypt string will be incorrectly built resulting in error 5080.

You can obtain your encryption password by logging into your MyOpayo admin panel as the main administrative user. Alternatively, if this is correct please check your encryption method and process to ensure it is in line with the Opayo requirements found in our protocol guide.

Important – The encryption passwords for both test and live are different. If you are using the encryption password for test on your live system, or vice versa, this could generate an error. You can get your separate encryption passwords from within test MyOpayo and live MyOpayo.

Cause – If the customer has at any stage disrupted the transactional process, or clicked back on the browser this will generate the status “An error occurred at Opayo which cancelled this transaction”.

This is commonly caused when the transaction is taking longer than normal to process, or the customer would like to make a change to their order and have clicked back to go back through to your website.

Solution – unfortunately there is not much you can do to prevent this specific cause. As this is generated by customers disrupting the transactional process you can only advise customers to stay on the payment pages until the transaction has completed.
Alternatively customers who would like to change their order should click “cancel” on the transaction. This will take your shopper back through to your website, whilst cancelling the transaction and generating the correct status on your Opayo system.

Cause – alongside customers disrupting the transactional process there are other factors that can also cause the transaction to fail and this status to appear. These causes are more “environmental” than being driven by a person.

The most common environmental problems are:

• Browser problems
• Internet connection
• Computer crashing

Any of these problems will prevent the transaction from completing and an error will be returned.

Solution – simply advise the customer to attempt the transaction again if they have encountered any environmental issues.
Commonly if they are having internet or browser problems they may need to speak with their internet service provider (ISP) to resolve the problem, or move to another machine/device.

Cause – when any transaction is processed through the Opayo system it is sent to the bank for authorisation. The bank will then authorise the transaction and earmark the funds to be taken.

Authorisations usually take a matter of seconds to be granted however it can take longer. If the authorisation takes too long to be granted it will be timed-out and the transaction will fail.

Customers who are having this specific problem will see the transaction hang on the authorisation screen of the payment process. The transaction will not complete and they will be presented with the message “An error occurred at Opayo which cancelled this transaction.”

If you are a high volume processor and this issue impacts all transactions processed through your account it is likely related to the amount of TIDs currently active on your Opayo account – in this instance contact the Opayo support team and they will be able to advise if this is the cause. For individual transactions however, try the transaction again and this will remove the need to contact us.

Solution – the solution to this error is to get the customer to attempt the transaction again.

As the error was generated due to a problem with the authorisation another attempt will allow the customer to reach the payment pages and allow authorisation to be attempted again.

Authorisation time-outs are a one off and not a consistent problem, by trying again the customer should be able to process the transaction without any further disruption.

Cause – as Paypal is a standalone platform that links with the Opayo system we cannot control the performance of that system. If for any reason there is a problem with either your own Paypal account or the platform when processing transactions this status will be generated.

Solution – if this status persists for your Paypal only transactions you will need to contact the Opayo support team who will be able to provide more information on the cause. The team may advise you to also contact Paypal to verify there is no issue with your own account, or that there are no problems elsewhere.

Cause – this status can be generated for a number of reasons specific to your merchant number on your Opayo account.

These are:

• TIDs not confirmed/added onto your merchant account
• Merchant account closed – no longer active and able to process transactions.
• Merchant number set-up – account type
  
  When an issue with your merchant account is the cause of this issue all transactions attempted through your Opayo account will be impacted. Your merchant account is used to process all transactions – with the exception of Paypal.
  
  Alternatively, if you have recently added 3-D Secure onto your account the cause may be that as opposed to your merchant account. To verify this please read the 3-D Secure section below.
  
  Solution – when all transactions processed through your account are impacted and you are not able to process any successfully you will need to contact the Opayo support team.
  
  Our team will be able to look into your account and verify the cause of the status and advise you of the steps needed to resolve. This could include advising you to speak with your merchant bank.

Cause – if you have recently activated 3-D Secure on your Opayo and now are unable to process any transactions this is commonly down to the information stored on your account for 3-D Secure.

You can identify this as the cause by disabling 3-D Secure on your account and attempting to process a transaction. If you are able to process transactions without any issues when 3-D Secure is disabled the cause relates directly to the scheme.

All transactions will be impacted by this, it will not be individually specific.

Solution – the only way to resolve this is to disable 3-D Secure on your Opayo account and contact our support teams. We will then be able to re-send your 3-D Secure details for registration or re-add the information onto your account.

When a customer leaves the Opayo payment pages before the transaction has completed, the system cannot archive the transaction and mark it as successful.

With the customer leaving the pages the transaction remains “active” for 15 minutes. After the 15 minutes of inactivity have passed and the transaction has not progressed it will time out and be marked as a failed transaction on our systems.

The transaction will then be archived and added to your MyOpayo admin panel as failed. Transactions that have not yet timed out will not appear in MyOpayo as failed transactions.

The most common cause for this transaction status is:

Transaction taking longer than normal to process – if the transaction is taking longer than normal to process customers will close the page to start the transaction again.

Customer changes their mind – the customer does not want to process the order and simply navigates away from the page.

Customer wants to change their order – if a customer would like to change the details of the order – address details, product, volume and navigate back through to your website.

There is nothing you can do as a business to prevent this error. Customers need to stay on the payment pages until the transaction has completed – either successful or failed.

The only thing possible is to place a notification on your own pages advising customers to stay on the payment pages throughout and not to close the browser.

This type of error is out of your control as a business.

To confirm what rule the transaction has triggered you will need to check the fraud results for the transaction and then compare them with the rules you currently have active on your account.

You can do this by clicking settings within MyOpayo and then selecting either – AVS/CV2 or 3-D Secure.

Alongside the fraud rules that you have applied to your account there is a further, internal Opayo rule that can cause a transaction to fail and generate this message.

Before any payment, authorise or deferred transaction can be successfully processed through the Opayo system we must connect to the bank in order to obtain authorisation.

Each transaction is allowed up to 3 attempts to connect to the bank. If a connection is unable to be established within 3 attempts the transaction will fail and this message will be displayed.

You can see this message within MyOpayo by clicking on the transaction and choosing authorisation details from the list of options on the left of the pop-up.

You will then see the number of attempts that have been made to connect with the bank. If the number is 3 and the transaction is failed due to being rejected by the rules you have in place this is due to the transaction exceeding more than 3 attempts to contact the bank for authorisation.

In order to obtain the authorisation code for the transaction you will first need to log into your MyOpayo panel.

You can do this by going to live MyOpayo.

Once logged in you will need to locate the transaction that you would like the authorisation code for.

To do this select the transaction tab, select the date of the transaction and the results will appear below the search criteria.

If you are not able to locate the transaction you can refine your report by clicking on the advanced button to the right of the date ranges.

Now that you have located the transaction you will simply need to click on the customer name, this will then bring up the transaction detail screen.

By selecting authorisation Details from the list on the left of the pop-up you will be able to see the authorisation codes for the transaction.

You will be given both the Bank authorisation code and the VPS authorisation code for the transaction:

• Bank authorisation code – is the authorisation code provided by the bank for the transaction.
• VPS authorisation code – is the authorisation code assigned to the transaction by Opayo.

If your shoppers are having any issues with the transaction and they would like the authorisation code you will only need to provide them with the bank authorisation code and not the VPS authorisation code.

Some transactions that are processed through our systems are not always authorised.

Most failed transactions will not have an authorisation code.

For successful transactions you will only see the transaction types authenticated, and refunds without authorisation codes.

If a transaction does not have an authorisation code it has not been authorised by the bank. As it has not been authorised by the bank no funds will be taken from your shoppers.

Logging into MyOpayo

Finding a transaction

Refunding a transaction - full or partial

After logging into your MyOpayo panel select the search tab to be taken to main search screen.

You are able to search for any transaction processed through our account by simply using the surname of the shopper that has made the purchase.

If you are unable to locate the transaction based on the name of the shopper, you are able to refine your search, by selecting the advanced button you will be able to narrow your search further.

You are able to search by the transaction type, account type (ecommerce, mail order, or continuous authority), the authorisation code, transaction type, the vendor tx code (your reference for the transaction), the amount of the transaction, or the last 4 digits of the card that was used to process the transaction.

Alongside this you are also able to expand or limit the date range you would like to search for.

Once you are happy with the criteria you have entered you will simply need to select the search button to bring back the results of your search.

You are also able to search for transactions on your account by using the transactions tab within MyOpayo.

This is commonly used when you are searching for all transactions on any given day, or for a specific value.

To do this, select the transaction tab to be taken to the main transaction management page.

From the main transaction screen you will be able to define if you are looking for successful or failed transactions, and the date range you would like to search.

All transactions that meet your criteria will then be displayed on screen for you.

If you do not find what you are looking for you can refine your search further by selecting the advanced button.

You will then be given options to narrow your search filters.

You are able to search by the transaction type, account type (ecommerce, mail order, or continuous authority), the authorisation code, transaction type, the vendor tx code (your reference for the transaction), the amount of the transaction, or the last 4 digits of the card that was used to process the transaction.

Alongside this you are also able to expand or limit the date range you would like to search for.

Once you are happy with the criteria you have entered you will simply need to select the search button to bring back the results of your search.

Login into MyOpayo

Finding an authorisation code

Refunding a transaction - full or partial