Below you will find details of specific error codes and solutions to resolve them
Error Details
This error code will normally be prompted when signing or submitting a file to BACS. As the name implies it means the smart card is not able to connect to Bacstel-IP. This could be due to either a new smart card, the smart card has expired or because the card reader has not detected the smart card properly. Here’s an example of this error code:
Solution
1. Restart your computer, often rebooting your machine can resolve this issue.
2. Login to the BACS payments services website: https://paymentservices.bacs.co.uk using your smart card and enter your pin to login when prompted. This will be the same pin you use when submitting a file to BACS.
Note: If you are presented with a login screen requiring to enter a contact ID and password, please ignore this as the purpose is to use the smart card to access the payment services website using pin to check if smart card is activated.
3. If you fail to login to the BACS payment services, then please contact your sponsoring bank to check status of your smart card.
Note: Failing to connect to BACS payment services website could be due to the smart card not being registered with BACS – check for registration email if using a new card. Replacement cards will need to be activated with your bank. Please refer to Appendix B for sponsoring bank’s Bacs helpdesk contact numbers.
4. If your sponsoring bank confirms the smart card is active and has the correct privileges, then please contact Paygate support for further assistance by emailing support@paygate.uk and provide us with any useful screen shots to help us investigate the issue more quickly and efficiently.
Error details
This error code will appear when a user is trying to sign and approve a payment file which prevents a submission from being made. The error code can also occur when downloading BACS reports. Here’s an example of the error message.
Solution
1. Update gemalto e-signer to the latest version.
2. Request your IT administrator to check the version installed on your machine by searching for ‘Add or Remove’ programs from your computer.
3. If the e-signer version is not the latest, then contact your sponsoring bank’s Bacs helpdesk to obtain latest version. See Appendix B – bank contact numbers.
4. If the e-signer version is the latest, then please refer to Appendix A – Common Smart Card Issues.
5. If the above steps fail to work then please contact paygate support for further assistance by emailing support@paygate.uk and provide us with any useful screen shots to help us investigate the issue more quickly and efficiently.
Error details
This error code happens during the signing/submitting a file to BACS and usually points to a problem in reading the smart card certificate, or the certificate is un-trusted. Here’s an example of how this error message appears:
Solution
1. Restart your computer as rebooting your machine can resolve this issue.
2. Check the version of E-Signer installed. Please check with your sponsoring bank what the latest version is. This can be done by searching for ‘Add or Remove’ programs on your computer.
3. If the e-signer version is not the latest, then contact your sponsoring bank’s Bacs helpdesk to obtain the latest version, and request your IT admin to install it. Refer to Appendix B.
Note: If you do have the latest E-Signer version, then proceed to step 4.
4. Open your E-Signer toolbox on your computer and check to see if this is showing as trusted or not. An untrusted certificate would indicate that the root certificate needs to be installed from the smart card. Please refer to Appendix C – Installing a Smartcard Root Certificate.
5. If the above steps fail to work then please contact paygate support for further assistance by emailing support@paygate.uk and provide us with any useful screenshots to help us investigate the issue more quickly and efficiently.
Error details
These two error codes will usually be prompted during the signing/submitting a file to BACS. The screen shot below gives an example how this appears within paygate:
The reasons for the errors can be caused by following:
Reason A: There’s a problem with the smart card used for signing, or permissions set on the smart card (this would have been set by your sponsoring bank).
Solution
1. Ensure you are using the correct smart card and it has not expired.
2. Login to the Bacs payments services website: https://paymentservices.bacs.co.uk using your smart card and enter your pin to login. This will be the same pin you use when submitting a file to BACS.
Note: If you are presented with a login screen requiring to enter a contact ID and password, please ignore this as the purpose is to use the smart card to access the payment services website using pin to check if smart card is activated.
3. If you can successfully login to Bacs payment services, then check your privileges assigned to smart card from the left-hand menu. Click on ‘My Details’ and scroll down to where it states ‘Bacs 3-day licence privileges’. See below example screen shot. If the privileges to sign and submit live submissions is not shown as highlighted below, then you must contact your sponsoring bank to have the correct permissions assigned. Refer to Appendix B.
4. In the scenario you cannot login to BACS payment services, this will indicate the smart card is not active, due to a newly issued or expired smart card. In this instance you will need to contact your sponsoring bank to activate the smart card. Refer to Appendix B.
5. Please attempt using another smart card to make the required submission.
6. If the above steps do not work then please contact paygate support for further assistance by emailing support@paygate.uk and provide us with any useful screenshots to help us investigate the issue more quickly and efficiently.
Note: If you have two smart cards, it is important to check both cards within the submission process. If the first smart card is new and not activated, or does not have correct permissions assigned, then the T800 error will only appear during the final part of the process.
Reason B: The file did not import correctly into paygate
1. First double check that the file has not appeared in paygate. If the file is not in paygate then try to upload the file again.
2. If the file still does not upload, then try uploading with an alternative file that has worked previously.
Note: once a previous file has been uploaded you can cancel/stop from being submitted.
3. If the above has not worked, then please contact paygate support for further assistance by emailing support@paygate.uk and provide us with any useful screenshots to help us investigate the issue more quickly and efficiently.
Common smart card issues
Most smart card issues can be resolved by following the steps below.
1. Make sure that you have added the paygate URL and Bacs payments services URL https://paymentservices.bacs.co.uk to your list of trusted sites. Contact your IT department to help you add this. For payment services you will have to use MS Edge in Internet Explorer mode.
2. Check that you can use your card and pin to login to BACS at https://paymentservices.bacs.co.uk.
Note: Newly issued or expired cards may not work, so please check with the issuing bank that the smart card is active. The smart card will show the expiry date.
3. If the e-signer pin box does not appear, check that you have the latest version of e-signer installed on your PC. This software will be available from your sponsoring bank.
Note: If you have used two smart cards during the submission process, you will need to make sure that you have gone through above checklist for both cards.
Sponsoring banks Bacs helpdesk contact numbers:
Sponsoring banks Bacs helpdesk contact numbers:
Step 1 : Open Gemalto Toolbox & select Certificates. Expand the tree & double click the Root Certificate
Step 2: The certificate should look like the one below, but if it is un-trusted, it will say so & you can try to install the certificate by clicking the install button.
Step 3: If step 2 fails, click the details tab & click the “copy to file” button.
Step 4 : Click Next and then Next again. Now browse to a location where you will save the certificate file and enter a name for the file, e.g. ‘Card Root Cert’ and hit Save . Now that the file is saved, you will need to install it using the following method:
1. Click the Windows Start button.
2. Type mmc & hit enter.
3. Click File => Add/Remove Snap-in.
4. Add Certificates from the list, then click Finish and OK.
5. Expand the tree on the left & find Trusted Root Certificate Authorities. Right Click=>All Tasks=>Import.
6. Select the saved Root Certificate and then select “Place all certificates in the following store”.
7. Select “Trusted Root Certificate Authorities”, click Next and Finish.
If this was successful, you should now be able to sign submissions in paygate.
If you have any queries, contact our friendly support team using the button below:
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