Issue with Novatti payments not working

Anita_8363986
Anita_8363986 Member Posts: 41 Reckoner Reckoner
in Reckon One

Hi,

As of yesterday, the Novatti payments have not been working.

I'm getting the error message "Oops. Something went wrong. We couldn't load the payment page. Please try again"

I tried again this morning and it's still not working.

When will this be fixed please?

Comments

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Hi @Anita_8363986

    Does this error message appear when an invoice recipient attempts to make payment via the Pay Now button on the invoice itself?

    Is it occurring on all invoices?


    Can you post a screenshot of the full error screen here please.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Anita_8363986
    Anita_8363986 Member Posts: 41 Reckoner Reckoner
    edited November 2023

    Hi, yes it appears when an invoice recipient attempts to make payment. I've tested it by sending an invoice to myself and trying to pay. I've also created an invoice for a different customer and it doesn't work, so it's across the board. I've had notification from 2 customers now.

    The problem only started to occur late yesterday evening as I had been receiving payments throughout the day.

    I've just done end of month so I'm expecting lots of payments so this is quite annoying.

    Please find attached the screenshot.

    Thanks

    image.png


  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Thanks @Anita_8363986, yes definitely a frustrating problem there and my sincere apologies for that.

    I'm going to get this over to the Novatti team to investigate further however I just need one more bit of detail. Can you please go into one of the invoices, click on the Pay Now button and then copy the full URL that appears in the address bar in your browser when the error message screen appears.

    Send that to me in a private message along with the invoice number for that specific invoice.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Anita_8363986
    Anita_8363986 Member Posts: 41 Reckoner Reckoner

    Just private messaged you now.

    Thanks

  • Anita_8363986
    Anita_8363986 Member Posts: 41 Reckoner Reckoner

    hi @Rav any update on the Novatti payments?


    Anita

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Hey @Anita_8363986

    Apologies for not getting back to you sooner. There was a fair bit of discussion going on about your case yesterday between the teams. From what I understand, I believe the path forward they're looking at is to reauthenticate the connection from your Reckon One book to the Reckon Payments (Novatti) and I believe doing so will enable you on Novatti's 'new platform' however I'm just waiting to hear confirmation on that and also how the teams are going to go action it.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Hi @Anita_8363986

    Another quick update. It looks like the teams have narrowed down the cause of the issue and are in the process of getting a solution together.

    A tentative timeframe at this stage is end of day Monday but I'll keep you posted with more info as soon as I have it.

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager

    Morning @Anita_8363986

    This should now be resolved. Can you please give it a go when you have a chance and let me know if its all ok on your end.

    Let me know when you can

    Cheers

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Anita_8363986
    Anita_8363986 Member Posts: 41 Reckoner Reckoner

    Hi Rav,

    It's up and running again. Thanks

  • Anita_8363986
    Anita_8363986 Member Posts: 41 Reckoner Reckoner

    Hi @Rav thanks for that.

    They did move me to the new payment platform a few months back but I didn't like it at all. I didn't receive payment notifications and there was also some other reason now that I can't remember. They put me back on the old platform and there have been no issues at all.

    I would prefer to stay on the current platform.

    Anita

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