Hi Ellie,

Thanks for using Sage City.

There’s an issue we’re aware of where, when you attempt to send pension data, the retrieving data from Pensions Data Exchange shows for longer than expected.

To resolve this, first try to restore Pension Data files: 

1. Click File, then click Restore.
2. Select the date that you last successfully sent pension data.
3. Click Next, then select Pension Data Files.
4. Clear the Data Files check box.
5. Click Next, then click Next.
6. Click Finish.
7. Attempt to send pension data again.

If the issue continues, refresh the pension provider accounts: 

1. Click Company, click Pensions Module Settings.
2. Click Management Centre.
3. Click Manage Pension Accounts.
4. Click the refresh button.
5. If any errors appear, resolve them.
6. Attempt to send pension data again.

If the issue still occurs after following the steps and it's at least 24 hours since you first tried to send pension data, please complete this form.

If this has answered your question please click More > Verify Answer.

Regards,

Paul
Sage UKI

Hi Paul,

I don't think it's an issue with spooling/anything being stuck on the data exchange etc, which is what we have used the above steps to fix.

We have to go onto the management centre every month and re-log into every single company individually. We do this by:

1. Selecting the company
2. Edit
3. Clicking drop down arrow to update login details
4. Entering the same Peoples Pension login details (they haven't changed since we set up the exchange)
5. Clicking save
6. Selecting the same company
7. Clicking refresh

If we don't do this, the error message we get when submitting is that the pension credentials are incorrect.

I get the feeling it won't be a local fix we can do at our end, rather something to do with how the credentials are stored in the management centre/data exchange, hence why I'm reporting the error on here rather than sitting on hold for an hour.

Is this something that can be looked into without me sitting on hold?

Thanks