AccessPay common issues


90% of cases issues are related to user unable to use BACS card.

Basic Check

  1. Users uses Chrome when accessing AccessPay.
  2. Check if Meta4 ClickOnce add-on is installed on Chrome
    • Remove extension and install back. Then try signing BACS again.
  3. Check if other users can Sign Challenge

 

Other issues

If user is unable to sing submission by clicking on Sign Challenge button:


  1. Getting message when trying to submit payment.
    •  
    • To resolve it remove Meta4 OneClick chrome extensions and re-add it back. 
    • You may also need to perform below steps too.
  2. Click on Sign Submission and page re-loads or opens new tab then closes.
  • Perform 2.0 folder fix (Attached)

      3. Message: Cannot read card details. Do you want to try again?

           

  • Perform 2.0 folder fix (Attached)
  • If not successful, check if card can be unlocked via Gemalto
  • Check if certificates are valid
  • Check in Chrome -> Settings ->Security -> Manage Certificates if under tab Personal two certificates are installed. They MUST be located under Personal tab.
    1. If not there try to install under current user
    2. If still not working install under local machine and then restart PC.

           


           

 

        4. Message of File Log path not found.

            Follow attached guide steps: log file path - if Gemalto is updated and you sign submission

           


         5. Authentication Error - Certificate issue message

  • If user gets below message - remove Meta4 ClickOnce chrome extension and install back. Then try signing BACS again. 
  • If you have new card you MUST first activate it. Call Barclays to confirm if you card is active.




       6. Error when accessing https://paymentservices.bacs.co.uk/online/newbacs/loginBrowser.do or sending BACS in AccessPay.

If you receive below error update your Gemalto software. April 2022 - Software centre holds version 7.0 but you need 7.0.2. Ask Derek to assist.
 


   7. Select right certificate when signing challenge




4. https://chrome.google.com/webstore/detail/meta4-clickonce-launcher/jkncabbipkgbconhaajbapbhokpbgkdc - Meta4 Click Once Link

For NBS users if they connect first time and if the Sign In application does not run you have to do the following steps:
In start type: inetcpl.cpl -> Connection" -> Settings and try:
a) remove the check-boxes
b) tick the second checkbox ( Let Alex know about that)