Issue
A user logs into the ValPay portal, accesses the Statement Manager, selects a statement, and clicks the envelope icon to send it by email.
The email is received successfully and the file downloads without issue. However, when the user attempts to open the downloaded file, the following error message appears:
<Error> <Code>AccessDenied</Code> <Message>Request has expired</Message> </Error>
Cause
This issue is typically caused by incomplete user permissions.
Although the user has access to the Statement Manager, they must also have the appropriate Transaction permissions to view and open downloaded statements.
Without these permissions, the system blocks access to the file contents and returns the AccessDenied error.
Resolution
Verify the User's Permissions
Sign in to the ValPay portal using an administrator account.
Navigate to User Management.
Locate the affected user.
Verify that the following permissions are enabled:
✅ Statement Access
✅ Transaction Access
If the Transaction permission is missing:
Enable the permission.
Save the changes.
Then ask the user to:
download the statement again using the link received by email, or
generate and resend a new statement.
Don't have access to User Management?
Open a support ticket by emailing serviceclient@progressionlive.com and our team will be happy to assist you.
Expected Result
Once both Statement and Transaction permissions have been granted, the user should be able to open the downloaded statement without receiving the following error:
<Error> <Code>AccessDenied</Code> <Message>Request has expired</Message> </Error>
Additional Information
This error is often interpreted as an expired download link issue, when it is most commonly caused by missing user permissions.
If the required permissions are already assigned and the problem persists, resend the statement to generate a new download link and test again.