Technical Advice
Frequently Asked Questions
Q. How can I view my transactions?
A. Protx provides a comprehensive online administration tool called VSP Admin where you can view your transaction history and administer your Protx account. You can access VSP Admin by using the following link below:
VSP Admin: https://ukvps.protx.com/vspadmin
Q. Where do I get the VSP Admin User Guide from?
A. Click here to download the VSP Admin User Guide.
Q. I have received an error message when trying to submit a payment through Sage Payment Solutions, what does it mean?
A. Please find a list of system messages and their meaning below
Data entry system messages
The following messages can occur if card data is entered incorrectly. These scenarios can generally be avoided by entering card details exactly as they appear on the card
- Card number length is invalid
Card numbers have various formats depending on the issuing bank. Ensure that the card number is entered exactly as it appears on the card. - Start date format is invalid
If the card has a start date then the format entered should be MM/YY. - Expiry date format is invalid
The format entered should be MM/YY. - Card number is required
The card number field cannot be empty. - Expiry date is required
The expiry date is required. - Issue number format is invalid
Issue numbers can be one or two digits in length and must only contain digits. - Invalid amount format
The amount field must contain digits only and carry two decimal places - CV2 format is invalid
The CV2 value entered must only contain digits and can be two or three digits in length. - Card holder value is required
The card holder field cannot be empty - Card holder value is too long
The card holder field cannot be longer than 50 characters
Account related system messages
- Vendor Name is invalid or account is not set up
There is a problem with your Protx account and it may not be set up correctly. Please contact our Support Team at support@protx.com
Authorisation system messages
- Authorisation has been declined by the bank, please try a different card.
This may be due to insufficient cleared funds or the card has been blocked. - The card issuing bank has declined the transaction.
This may be due to insufficient cleared funds or the card has been blocked, for example if it has been stolen or if there has been a high velocity of transactions on the card over a short time period. - Authorisation process time out. Bank did not respond within the time limit.
A problem has occurred in the bank communication process. Please try the transaction again. - Authorisation rejected by the vendor rules.
The AVS/CV2 rules set up on the Protx account have resulted in the transaction being disallowed. For further information on AVS/CV2 rules please see our fraud prevention section - The network connection to the bank is currently unavailable. Please try a different card type or try later.
The bank is experiencing problems with its authorisation systems. Please try again later.
Q. How can I refund a transaction?
A. You can refund a transaction through VSP Admin.
Q. What does it mean to Void a transaction and how can I do this?
A. Voiding a transaction means that it will not be processed for payment. You can only void a transaction on the same day as it was submitted. Read further information on voiding a transaction.
Q: How do I take a payment if I am unable to access Sage 50 Accounts?
A: If you need to take a payment outside of Sage 50 Accounts you can do so by logging into VSP Admin and using the VSP Terminal. Please read our VSP Admin User Guide for further information on how this can be done.