The PAIN format is used for messages relating to payment orders that you send to your bank.

What do I do if my payment file in PAIN format isn’t sending? 

To send the payment file, make sure that:

• the file name does not contain any special characters or accents, and that it does not exceed 25 characters
• the IBAN does not have any spaces
• the execution date is no more than 90 days in the future.

If your payment file meets these criteria but is still not sending, please call us at 0844 228 228.

What do I need to do to update my software? Is there a phone number I can call for help?

If you use standard software for offline payments:

• Update your payment software and/or change the settings according to the software developer’s instructions
• If you have any questions, contact the software developer 
• View the list of software developers or visit their webpages on the new payment system (in French only):
  • Winbiz: Comment configurer la norme ISO 20022 pour mes ordres de paiements électroniques?
  • Cresus: Comment transférer des paiements au format PAIN?
  • Abacus: Harmonisation du trafic des paiements en Suisse – répercussions sur la planification de mise à jour d'ABACUS
  • SAGE: Nouveau trafic des paiements: êtes-vous prêt?
  • Crealogix: To switch over, you will need to change your settings. Go to General settings > Program settings > Online update. Then, choose to search for program updates every time you start the program. If you have an older version of the software and can’t change these settings, you can get the new version on the Crealogix website

If you use customized payment software:

• Contact your IT department or software developer
• Once you have the updated version, you can test it on the official payment standards website
• If you cannot update your software, you can switch to off-the-shelf software or enter your payments directly in BCV-net

How do I update my BCV CLX.NetBanking software?

To get the updated version, you will need to change your software settings as follows:

• Go to  General settings/Program settings
• Under Online update, it asks when you want to search for program updates. Select “Every time you start the program.”

If you can't change these settings in your current version, you can get the latest version of the software program on the Crealogix website.

I’ve sent a payment file but haven’t received confirmation that it went through. Is that normal?

If the file goes through, you will not receive a confirmation message. If there is a problem, however, you will receive a payment refusal message, but this can take several minutes. Be sure to refresh the page after a few minutes. You will see a pain.002 file next to your pain.001 file if your payment was executed correctly.

What do I do if I can’t update my software?

You can still enter payments directly on BCV-net. BCV-net offers a number of e-banking features and a highly secure platform. You can set up standing orders and save beneficiary details for future payments. You can also view all of the movements on your account from the past 24 months and access your electronic account statements for 36 months. If you don’t process a large volume of payments, BCV-net is the ideal solution to meet all of your needs.

Can I continue using my Paypen?

Yes, but if your Paypen is linked to your payment software, either make sure your software is up to date or link your Paypen directly to your BCV-net account.

However, please note that once the new QR bills start being used in mid-2019, your Paypen will no longer work and you will need to switch to a scanner that can read QR codes. Crealogix, for example, offers various scanners that work for QR codes. You can also use a smartphone or tablet to scan payment slips and QR bills instead of a specific optical payment slip reader. Please visit our website regularly to stay up to date on all the upcoming changes.

Can BCV update my software for me?

No. Every software developer is responsible for seeing to it that their clients can easily switch over to the new system. Quite often, all you have to do is update your software with the click of a button.

Who has to pay for the software update?

That depends on the maintenance contract you entered into with your software developer, so we suggest you go back and read through your contract again.

If you don’t have a maintenance contract, you should contact your software developer and see what price they propose.

I saw that with the new PAIN format, I will no longer be able to modify my payments. Why is that and what should I do?

It’s true that once you update your software, your payment files will change to the new PAIN format and you will no longer be able to modify payments after they have been submitted. However, you can always delete an incorrect payment and then enter the information again. This new process offers you greater security.