The error message is generated because the SelectPay Client couldn't connect to the SelectPay Service. To resolve this, follow the relevant section below.
Hosted
Raise a case with our support team referencing the title of this article, including a screenshot of the error message.
On-premise
Recently upgraded
If you have recently upgraded your SelectPay version, it can be caused by a different port number being used. To update this, follow the sections below.
Find the port number
📌Note: If you already know the new port number, move on to the next section.
Using an administrator account, log in to the server hosting SelectPay.
Press the Windows key, then click File Explorer.
Navigate to the SelectPay service folder.
📌Note: C:\Program Files (x86)\Access Applications\SelectPay v20XXr1\SelectPay Service\Service
Open the file AccessAccounts.Payroll.Server.exe.config.
Find line 137, it will look like '<add key="tcpPort" value="65200" />'.
Note down the port number value.
Update the SelectPay Client
Press the Windows key, then search for SelectPay.
Click SelectPay, then click the double arrows >>.
Select the checkbox, Change Connection Details.
Enter the port number into the TCP Server Port field.
🤓Tip: The connection details will save after a successful login.
No recent changes
If no recent changes have taken place, you will need to ensure the SelectPay Service is running.
If you are still experiencing issues after carrying out these steps, raise a case with our support team detailing the steps already carried out.