Sagepay issues

[meltedmedia]

Hi,

Anyone using SagePay as their PSP seeing all orders go into PSP Pending this morning? The same thing happened for a small time one morning last week as well.

After card authorisation, when customer is normally bounced back to the site, they are instead seeing a generic 'An error has occurred at Sage Pay' message.

I have been on the phone to them despite initially suggesting no problems at there end, it transpires that they are in the process of integrating a new data centre for extra redundancy and are flicking between the two during testing.

Actinic (or SellerDeck) has a pretty unique integration with SagePay in that they host part of the integration on their server at https://live.sagepay.com/vps2Form/ActSuccess.asp

This is what the customer is bounced to (instead of a page hosted on your site itself) and is then bounced back to your site. However, it isn't working when the switch over to the other data centre. No ETA on a fix at the moment, although I am told they are working on it.

Is this affecting anyone else? I am seeing it on two different SellerDeck sites, hosted on completely different infrastructure.

Thanks,
Paul

[hutch]

Yup got same issues here..

Been on to sagepay and they are looking into it.

Transactions are authorised but then customers get an "Error occurred at sagepay" message.

Will keep this thread updated.

Hutch

[saucysal]

Same Here

We are getting the same. Unfortunately some customers are placing the order/paying twice because of the Sage Pay error message.

It took me a while to realise - thought it was just a very quiet morning. Luckily checked SagePay and found the payments there.

Relieved in the way that it is not just us.

Sarah

[toner-store]

Same Here

Just spent 20 minutes on the phone to sagepay who are adamantly saying it SellerDeck (or Actinic as they are referring to it as).

They seem to be struggling to take responsibility, I am back on the phone with them now and have just explained my previous call with them and the below post.... I am currently on hold

[toner-store]

20 Minutes on

Just finished a call with a very nice Heather, unfortunately no further forward.

I have confirmation that YES there is some datacentre testing and upgrading being done, HOWEVER, this seems to only be affecting users of Actinic and therefore the datacentre and understandably reluctant to call it a 'problem/fault' as its confined to just Actinic/Sellerdeck.

We are currently having to log in to sagepay to cancel extra orders and then find the order in Sellerdeck under [ORDERS] [Pending Payment Service Provider] and the adding a new payment so it moves it to the pending section and can be processed.

Hope this helps as an interim

[itc]

Same problems here, reported to them this morning, they had no issues reported but as I was on the phone to them their call queue volume increased significantly.

Getting an error -2147483638 now, a different error message than I'd got earlier.

[meltedmedia]

They are clearly working on it because it is now intermittently working. Looks like they're using one my sites to test as well.

On the point above "HOWEVER, this seems to only be affecting users of Actinic and therefore the datacentre and understandably reluctant to call it a 'problem/fault' as its confined to just Actinic/Sellerdeck.", they might say this but they actually host part of the integration for Actinic... it is very much a special case. So although it is not affecting other vendors on different platforms, ultimately it is their fault and they're the only ones that can fix it.

As it happens whilst I started writing this, they SagePay agent I originally reported this to, rang me back with an update. They have not fixed (although I wonder whether they have at the time of writing) but they are still working on it and have but a 'special confirmation' page up instead of the error, which basically asks customers to check with the vendor to see if their order went through... this hopefully stops duplicate payments.

Update no.2... he just rang again. Now fixed!

[hutch]

Had mail back from SagePay

"Hi Hutch,
This was part of a wider issue, but I have just been informed it has been resolved.
The problem was related to vendors shoppers being unable to be directed to their respective success pages.
This should no longer be causing you any problems but as always, if you experience any please let us know."

[toner-store]

All OK

Everything up again for me also - concern is however that everyone is still saying its someone else who caused the fault - my money is on SagePay

[pmsupport]

Hi all,

We have had a number of reports of this problem in support. We are aware of this problem and are trying to establish contact with our SagePay contact regarding this.

Looking at this thread, it appears the problem may have now been resolved, but we will wait to hear back from SagePay also.

I will post any further information here.

Paul

[pmsupport]

Hi all,

Just to give you an update, we have had confirmation from SagePay that this has been fixed. At present we do not have an explanation of what happened.

Thanks

Paul

[Neil Bayton]

SellerDeck Payments

Hi,

I hope the frustration has lifted from the outage caused by SagePay.

Now might be a good time to switch to newly re-branded SellerDeck Payments. SellerDeck Payments is fully compatible and supported by telephone by SellerDeck technical support.

When third party integrations fall over, we get as frustrated as our customers as we cant directly help, apart from applying pressure to the supplier, this is when having our own services really pays dividend, as we can directly help. To this end I am willing to waive the sign up fee for SagePay customers who want to sign up for SellerDeck payments.

Call the sales team today on 0845 1891859.

Tip of the day:-
Why not choose SellerDeck Payments as a back up to SagePay, this can be quickly added to your site, should SagePay go down again, our packages start at £10 per month.

[toner-store]

Neil - Cheap Trick

Sorry Neil - its a cheap trick to bum on the back of a problem to push your own solution, it was only recently that Actinic / Sellerdeck was promoting SagePay as THE solution, only to now use a problem to push your own.

More appreciated would be for you to offer an answer as to why it was only Actinic/Sellerdeck customers that experienced the problem and what is being done to ensure it is resolved.

[Jan]

We spoke to Sagepay this morning before 10am and they confirmed that an upgrade they made to their software last night was causing problems for Actinic / Sellerdeck users and they were in the process of fixing it. I think that somewhere else in this thread it was mentioned that solutions that used a bounce back to a completed page was experiencing problems. While it would have been better for it not to have had any problems, I think that they dealt with the issue (when dealing with us at least) very well and resolved the problem quickly.

Regards,

[Neil Bayton]

Shoot me im a salesman

Gareth

Ok admit I may have come on a bit strong, however having a back solution that costs just £10 a month is certainly something worth considering.

We have not pushed SagePay for at least 4-5 years, our SellerDeck integration is far better integrated and has some offline payment features some of our customers cannot live without.

I believe this is not the first time SagePay have had problems this year so was suggesting an alternative, that I feel would benefit the our customers.
.