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Americas

United States
Puerto Rico

Europe

Denmark
Germany
Ireland
Norway
Poland
Sweden
United Kingdom
Spain
Elavon customer service: 0345 850 0195 Opayo product support: 0191 313 0299
For support in Ireland, click here
 

Customer Resource Centre

Troubleshooting

Error codes

Sometimes things don't go to plan and transactions can populate error codes.
Identify what the error codes means and learn how to fix it.

An error occurred at Opayo which cancelled this transaction

This status message can appear for a number of reasons when attempting to process transactions through your account.

It is important to look at the transaction, the volume of overall transactions impacted and the experience your customer has had to identify the cause of the issue and ultimately the resolution.

Individual transactions

The first thing we advise is to check whether the issue is impacting individual transactions or many. By identifying the level of impact you will be able to narrow down the cause of the issue.


The most common causes of this transaction status for individual transactions are:

All transactions

The first thing we advise is to check whether the issue is impacting individual transactions or many. By identifying the level of impact you will be able to narrow down the cause of the issue.

Transaction cancelled by Opayo after 15 minutes of inactivity

This message will be displayed when your customer (shopper) has disrupted the Opayo transactional process. This is normally because the customer closed their browser 
 
When a transaction is processed through the Opayo system the customer will need to remain on the pages for the transaction to complete. 
 
If at any stage during the transaction your shopper leaves the Opayo pages then the transaction will time out and not be processed through the account.

However if you are seeing more of these than successful transactions on multiple customers then speak with your developer to check customer redirection URL's or ACSURL is being passed across properly, as this could be due to website issues.

Transaction rejected by the fraud rules you have in place

Every transaction that is processed through your Opayo account will be screened by your fraud prevention tools - if you have them active on your account.

This includes checks on the:

  • Address
  • Postcode
  • Security code – 3 digits on the reverse of the card
  • 3-D Secure

You have the ability to apply rules on your account that will either accept or reject transactions based on the results.

If the transaction does not pass the rules you have in place the transaction will not be processed and this message will be displayed.

Finding an authorisation code

If you are looking to get an authorisation code for a transaction that has been processed through your account we are able to help you find this.

Finding a transaction

There are 2 ways to look for a transaction within your MyOpayo panel. You can either:

  • Use the search tab
  • Use the transaction tab, and filter the criteria

Elavon terms of service UK (CCA)

(Sole trader, or partnership with 3 or less partners)

Elavon terms of service UK (non-CCA)

(All other customers)

Elavon terms of service (Multi-national customer)

(Multi-national customers)

Opayo Merchant Terms & Conditions

(Opayo gateway only)

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