Trouble shooting Questions:

• I’m unable to find my file to authorise it. I up-loaded my file via Business On Line File Gateway but it is not displayed when I log onto Business On Line Payments Plus?

  There are three scenarios where your file has not reached Business On Line Payments Plus for Authorisation.

  A. If your file is not listed in the Authorisation screen on Business On Line Payment Plus; it may have failed pre-processing validation. For further details, please click here to review the File rejections report section of the Direct Debit Creditor Reports Guide.

  B. If your file has left Business On Line File Gateway successfully but is not listed in the File Rejection Report, there maybe an issue with the Creditor ID (CID). Please contact us to resolve.

  C. The file may not have left Business On Line File Gateway and has failed upload. There are a number of reasons why this may have happened. Please see the Business On Line File Gateway Guide for details on why files may fail up-load.
  

• I authorised my file on Business On Line Payment Plus, though I am unable to view it?

  Once your file has been authorised on Business On Line Payments Plus it is sent for processing and is no longer available to view in Business On Line Payments Plus.

  Best practice: Once you authorise your file in Business On Line Payments Plus, ensure to print the ‘Authorise File – Confirmation’ screen for your records each time you authorise a file. In this way you will be able to track your authorised files.

• I up-loaded the file with the incorrect date, can I change it / cancel it.

  You cannot amend/delete a file which has been uploaded to Business On Line Payments Plus. Uploaded files that have not been authorised will not be sent for processing.

  If there are errors with a file that has been uploaded & not authorised, simply correct the errors, upload the corrected file again through Business On Line File Gateway and proceed to authorise the corrected file in Business On Line Payments Plus.

  For further information on file upload, please click here to review the Business On Line File Gateway Guide or discuss with Admin 1 who will be uploading the files.

  Important information: It is vital the two administrators liaise with each other to ensure the correct file is being authorised.

• How do I recall a payment?
  If you wish to recall a payment, please contact us.
  
• I locked myself out of Business On Line File Gateway, what do I do?

  You will be locked out of BOL File Gateway if you enter your User ID and/or password incorrectly 5 times. To resolve, please contact us.

• I received an error message in BOL File Gateway, what does it mean?

  Error Message	Action
  ‘A timeout has occurred while trying to communicate with the server’	Check internet connection.
  ‘Transport error – HTTP code: 12007 for URL: ./logout.do?uniqueID= -1qo8ni8s0ylg4’	Check internet connection.
  ‘This mailbox is unmonitored. Files Uploaded to this mailbox will not be processed’	This error message is displayed if an incorrect mailbox path is selected while uploading a file. Select the ‘/’ mailbox path.