Description
Paya has identified a primary cause as to why email notifications from the Legacy Virtual Terminal gateway, including transaction confirmations sent on your behalf, to your customers are not received consistently. As our current mail exchanges utilize Sendgrid and Mailgun services with the listed IP Addresses, it is likely that the primary domain within our ‘Send’ request are failing policies to the recipient mail server’s DMARC rules, which may also prevent distribution to Inbox or Spam/Junk Mail folders.
Primary Mail Domain: paya.com
IP addresses:
- 149.72.173.59
- 149.72.166.67
- 159.183.150.229
- 69.72.44.226
Resolution
For an accurate SPF record, we will ask for the Merchant Account/Business Owner or Registrar Owner of your domain to submit us a written message, authorizing permission to Paya/Nuvei to include the domain as a Sender with our mail exchanges. In return, we’ll also arrange & provide DNS records along with help from our Security Operations team that can provide guidance with publishing to the recipient’s mail host.
If you do not use an SPF Record or do not have access to it, please log in to the Payment Center, Paya Exchange Management System, or your Virtual Terminal and update your e-mail templates so that the FROM address is noreply@paya.com.
Please follow these instructions to update the e-mail address:
How do I change the address that my Order Confirmation emails are sent from in Virtual Terminal?
How do I change the address that my Order Confirmation emails are sent from in the Sage Exchange Management System?
How do I change the address that my Order Confirmation emails are sent from in the Payment Center?
If you have questions or require additional information, please submit a ticket and we will be in touch with you shortly.
