If you receive an error when trying to open a statement you downloaded from the Valpay Portal, it’s usually related to your user access settings.
What you might see
After requesting a statement and downloading it from the email link, the file won’t open and shows an “Access Denied” or similar error message.
Why this happens
Your portal user profile may not have all the required permissions to view statements. In some cases, access to transactions is also required in order to open statement files.
What to do next
Please contact Level 1 Support and let them know:
You are receiving an Access Denied error when opening a downloaded statement
You would like them to review and confirm your portal user permissions, including statement and transaction access
Once the correct permissions are enabled, you should be able to re-download and open the statement successfully.