Troubleshooting
Browse help resources and frequently asked questions.
By Charlotte and 2 others3 authors14 articles
Payment file fixes
Resolve payment file submissions and missed deadlines.
- Correct validation warningsThe system flags any validation warnings and provides guidance to help you correct and resubmit your file.
- Duplicate payments collectedPotential reasons for duplicate payments being collected from a customer.
- Missed payment file submission deadlineMissing your payment submission deadline prevents your collection from being processed on the scheduled date.
File upload fixes
Fix validation and formatting in your upload files.
- Customer file upload fixesTroubleshoot your customer file upload and resolve common rejections.
- Field length and format validation fixesCovers fixes for upload issues caused by incorrect field lengths or invalid numeric and alphanumeric formatting.
- Invalid data type fixesResolve upload failures caused by values that cannot be recognised as valid Boolean, date, time or expected data types.
- Name and character set validation fixesFix name and company field problems caused by unsupported characters or incorrect use of uppercase and lowercase letters.
- Date rule and schedule fixesResolve upload problems related to date rules, lead times and invalid or missing schedule names.
- Direct Debit reference fixesFix Direct Debit reference validation issues during upload.
- Contract status fixesResolve upload validation issues resulting from contracts that are inactive or not yet fully created.
- System and platform upload fixesGuidance on resolving system and backend upload processing.
Bacs fixes
Understand and resolve common Bacs messages and rejections.
- Troubleshoot common Bacs messagesReview common Bacs messages encountered during Direct Debit processing and the actions needed to resolve them.
- Bacs Input Rejection messagesInput Rejection report Bacs messages and what they mean.
- Troubleshoot Configurable RepresentsGuidance on retry settings and failed payment retries.