Troubleshooting Payment Errors on Opayo/SagePay

If you encounter an error code while processing payments through Opayo (formerly SagePay), follow the steps below to identify and resolve the issue.

Step 1: Understand the Error Code

Visit the Opayo support page for error codes:
Opayo Error Codes
This page provides detailed explanations of each error code and possible resolutions.

Step 2: Common Causes of Errors

In most cases, payment errors occur due to an invalid character submitted to the Opayo gateway. Opayo’s payment processing system has strict requirements for the fields it accepts, and any unsupported characters can result in an error.

Step 3: Verify Paytia-Opayo Field Configuration

For Opayo, Paytia is configured to pass;

VendorData in the Paytia Account Number field 

VendorTxCode in the Paytia Reference number field

Paytia is pre-configured to pass the following fields to Opayo:

1. VendorData

   • Mapped from Paytia: Account Number field
   • Valid Characters: Letters, digits, and spaces
   • Max Length: 200 characters
   • Purpose: Used optionally to pass data for display against the transaction in MySagePay.

2. VendorTxCode

   • Mapped from Paytia: Reference Number field
   • Valid Characters: Letters, digits, hyphens, periods, underscores, and curly brackets
   • Max Length: 40 characters
   • Purpose: A unique transaction reference for each payment. Every transaction must have a unique VendorTxCode to ensure it processes correctly.

Opayo field	Valid characters	Max characters	Notes
VendorData	Letters, digits, and spaces	200	This is optionally used to pass any data you want displayed against the transaction in MySagePay.
VendorTxCode	Letters, digits, hyphens, periods, underscores, and curly brackets	40	Your unique transaction reference. You must use a new and unique VendorTxCode for each transaction.

Step 4: Check Field Data for Errors

Ensure that the data passed into these fields conforms to Opayo’s character and length requirements. Common issues include:

• Including unsupported special characters.
• Exceeding the maximum character limit.
• Using a previously used VendorTxCode for a new transaction.

Step 5: Correct the Issue

1. If the error is related to VendorData:

   • Remove unsupported characters such as punctuation marks, special symbols, or extra spaces.
   • Ensure the total character count does not exceed 200.

2. If the error is related to VendorTxCode:

   • Ensure the transaction reference is unique and does not duplicate a previously used code.
   • Verify that only valid characters (letters, digits, hyphens, periods, underscores, curly brackets) are used.

Step 6: Retry the Transaction

Once the error is identified and corrected:

• Resubmit the transaction through Paytia.
• Monitor the response to confirm successful processing.

Additional Assistance

If the issue persists, contact:

• Paytia Technical Support: techsupport@paytia.com
• Opayo Support Team: Use the contact details available on Opayo’s website.

By ensuring the correct data format and unique references, you can prevent errors and ensure smooth payment processing.