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ProFile Help

Unable to connect to the OnePay site or experiencing an empty shopping cart


When attempting to purchase a OnePay return, the transaction results in either an "Unable to connect to the OnePay" error or the user experiences an empty shopping cart.

These issue may result from ant-virus settings blocking a transaction, an existing firewall set to strong protections, or a change in Internet settings following a Windows software update.

Anti-virus settings

Ensure that ProFile has been added as an exception to the anti-virus software running on the machine. Visit the software's website for instructions on how to create program exceptions for the particular anti-virus software and version being used.

Note: ensure that the anti-virus software is up-to-date before creating exceptions, and always reboot the computer after creating exceptions.

Internet settings changed with Windows update

Internet settings can change with a Windows update, which may result in the issues being experienced.

Note: The following displays the example for Windows 10 operating system.

1. Open the Windows Control Panel.

2. Select the Network and Internet option:


3. Select Internet Options; the Internet Properties window displays:


4. Select the Connections tab:


5. Click LAN Settings; the Local Area Network (LAN) Settings window displays.

6. Uncheck the Automatically detect settings box:


7. Check the Use a proxy server for your LAN box.

8. Click OK.

9. Select the Advanced tab on the Internet Options window:


10. Scroll down and check the following boxes:

Use SSL 3.0
Use TLS 1.0
Use TLS 1.1
Use TLS 1.2


11. Click the OK button.

12. Select the Privacy tab:


13. Click the Advanced button; the Advanced Privacy Settings window displays:


14. Select the Accept option under the First-party Cookies and Third-party Cookies sections, and check the Always allow session cookies box:


15. Click OK.

Adding Permissions in Windows firewall

Review our support article Creating an exception in Windows Firewall for ProFile to add a permission for ProFile to your Windows firewall.

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