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Welcome to Bottomline Customer Support

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Ask your question by entering it here, or choose from the list of frequently asked questions below.

When trying to submit, it is saying ‘Unable to Authenticate’?

This is often down to the permission linked to your card or HSM, please ensure that your HSM/Smart Card certificates are valid and in date.

If you are a Smart Card user, please log into by entering your Smart Card PIN in the esigner box when prompted.

If you are greeted with an ‘Unable to log on using your Digital Certificate then you would need to speak with your sponsoring bank and request that they activate your smart card.

If you can access the Payment Services webpage successfully, please navigate to ‘My Details’, then scroll to the bottom of the page and check the privileges and ensure you have ‘Sign and Submit live submission’. If this is not available, then please contact your sponsoring bank and request that you have this privilege added to the card.

If you have tried these steps and are still unable to submit, please contact Bottomline Support by dialling +44 (0) 870 081 8250 and choosing option 2 for Technical Support.

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