Why is TopsPay Not Working for Me?

If you are not able to use TopsPay on your workstation, here are some things to check:


Workstation macOS

• TopsPay requires a minimum macOS v10.15.7 (Catalina) or higher to process payments within Tops using TopsPay.

• TopsPay requires a minimum macOS v13.x.x (Ventura) to utilize the features available in the TopsPay portal.

• To check your workstation's macOS, go to Apple Menu > About This Mac.

• If your workstation is on an older macOS, consult your office tech to see if your workstation can handle an upgrade.


System Encryption Key

• The workstation must have the System Encryption Key installed to enter credit card/bank account information in TopsPay.

• To check if your workstation has the System Encryption Key installed, go to TopsOrtho > Workstation Preferences > Workstation Security.

• Note the red text. If it states No Key Installed, see the related article below, Install the System Encryption Key on a New Workstation.


Correct location/doctor combinations

  • Sometimes when you cannot activate a TopsPay autopay plan or process a one-time TopsPay payment, it's because the patient's assigned office is not enrolled as a TopsPay merchant.
  • Similarly, sometimes you cannot activate a TopsPay autopay plan or process a one-time TopsPay payment because the patient's assigned doctor is not enrolled in TopsPay.
  • Double-check the patient's assigned office and doctor; if both are not enrolled in TopsPay, you will have to edit this information before reattempting the autopay plan activation or one-time payment.


Max Attempts Error

Did you receive the error:

“This transaction exceeds the number of times the same payment method can be charged in succession. Please contact support if you would like to increase your limit.”?

This error occurs when a payment method has been attempted more than 6 times within a 12-hour period.

  • A rolling 12-hour window is used to track attempts
  • Once the limit is reached, the payment method is temporarily locked
  • The lock remains in place for 12 hours from the first attempt-not the most recent attempt

Example:

If 6 attempts are made within 1 hour, the limit is reached and the payment method is locked. Since the 12-hour window started with the first attempt, the payment method will become available again in 11 hours.

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