This is usually caused by a communication issue between the client and the ePay service located on the ePay server. To resolve this ensure the ePay service has started, please use the following instructions:
We recommend that this is done by somebody in your IT department who has full access to the server and is familiar with your IT infrastructure.
- Log onto the ePay server. If you are unsure which is your ePay server see article: How can I locate my ePay server?
- 2. Start the ePay service by browisng to:
If using XP or widows 2003 click to 'Start' > 'Run' > Type 'Services.msc' and press 'Enter'.
If using Windows Vista, Windows 7, Server 2008 or higher click 'Start' > Search > 'Services.msc' and press 'Enter'.
Right click on 'Albany ePay' > Click 'Start'.
If you are using ePay 2.0, please note the service will be called 'Bottomline ePay'.
Please Note: If the service fails to start please See article Unable to start the ePay Service.
- Once you have started the service try restarting the client. If you are still experiencing the same error message it is important to identify if anything is preventing your machine or network communicating with the ePay server.
If the issues persist please contact Technical Support on Tel: +44 (0)118 9258 250 (option 2) and provide the steps you have taken so far.