This article helps you troubleshoot issues with Mass Payment and covers the following topics:

• You're unable to login to the Mass Payments Portal
• You don’t see the Mass Payments Homepage when you login
• You don’t have the ability to upload a file
• You don’t have the ability to get a quote
• Payment File is stuck in the uploading state
• Payment File is stuck in Authorising state
• Error reported when uploading a payment file
• IBAN number in the payment file has zeros after the 15th digit (Excel only)
• The Target Payment Date does not match the date provided in the payment file
• Target Payment Date is reported to be not achievable
• Retrieving a quote returns an error

You are unable to login to the Mass Payments Portal

Assuming you have provided your correct username and password then please contact customer
support if you continue to have problems logging in.

You don’t see the Mass Payments Homepage when you login

If you have multiple Xe accounts please make sure that you have logged into your Mass Payments
account.
Otherwise please contact customer support.

You don’t have the ability to upload a file?

You may not have been granted permission to upload a file. Please contact your account administrator
to confirm what permissions have been requested for you.

You don’t have the ability to get a quote?

You may not have been granted permission to get a quote. Please contact your account administrator to
confirm what permissions have been requested for you.

Payment File is stuck in uploading state

Please contact customer support if the file has been stuck in uploading state for several minutes.

The payment File is stuck in Authorising state

Please contact customer support if the file has been stuck in the uploading state for several minutes.

Error reported when uploading a payment file

Is the uploaded file in the correct format? (refer to step Error! Reference source not found.)
Is there a validation error in the upload file? Make sure that the upload file conforms to the ‘Mass
Payments – Standard File Format Guide’
Note: Excel files can be problematic due to formatting being accidentally overridden with common
functions such as copy/paste.

IBAN number in the payment file has zeros after the 15th digit (Excel only)

For cells in Number format, Excel can’t handle more than 15 digits per cell, and so when these numbers
are entered, Excel stores the first 15 digits and replaces all remaining digits with zeros.
For example; the number 1234567891234567 is stored as 1234567891234560
But the Recipient Account Number/IBAN cells in the payment file template are in Text format, this
format can handle long numbers.
Please check that you have not inadvertently copied the IBAN from a spreadsheet where the number
was already incorrectly formatted.

Target Payment Date does not match the date provided in the payment file

Make sure that the date in the upload file is in YYYMMDD format.

Target Payment Date is reported to be not achievable

This can occur when the Target Payment Date provided in the upload file cannot be met. You can either:

• Ignore the warning and continue, the payment will automatically go out on the next available
  payment date
• Change the Target Payment Date to a later date in the payment file and upload the file again.

Retrieving a quote returns an error

• Is the quote been requested outside of the FX Market Hours? (Note: The FX market closes at 5pm
  NY time on a Friday for the weekend)
• Is there a same currency payment in the upload file (e.g. USD/USD)? If you have not specified that
  you will be processing same currency payments during the registration process, then you will need
  to contact customer support.