The Payments Hub User Guide

1. Getting Started in the Hub
2. Logging in
3. User Profile
4. Dashboard

5. User Management

   5.1 Client Code Groups

   5.2 Payments Hub

   5.3 Callpay User Management

   5.4 Direct Debit User Management

6. Contact Information

Introduction to the allpay Payments Hub

Welcome to the allpay Payments Hub. This is a central hub to manage all your payment products in one place saving you both time and money.

The allpay Payments Hub brings together accessibility, sleek interface, and access to a range of allpay products.

1. Getting Started in the Hub

To get started in the Payments Hub, you will need to be invited by one of your organisation’s administrators, or allpay. In both scenarios you will receive an invite via email as pictured below. Select Create a Payments Hub account to progress to the next stage.

Upon selecting the Create a Payments Hub account you will be prompted to confirm your email address, as well as enter and confirm your choice of password.

1.1 Setting up Your User ID

Your email address will now become your User ID when logging into the Payments Hub. Enter your email address into the required field as shown in the image below and select Send code to receive your authentication code:

1.2 Multi-factor Authentication

An extra layer of security is required at the login stage to verify your email address so when you select Send code, you will receive your authentication code via email:

Enter the code into the Email verification code field and select Verify code to continue:

1.3 Setting up Your Password

Setting up your password could not be easier. Create a password for your login using this criteria:

• Passwords must be a minimum of 10 and a maximum of 64 characters in length
• Passwords must contain at least one number, one lower case and one uppercase letter, and a special character @ # $ % ^ & * - _ + = [ ] { } | \ : ' , . ? / ` ~ " ( ) ; ! < > (3 out of these 4 criteria must be used)
• All passwords are case sensitive
• Do not use group, shared or generic passwords

• Passwords should not be written down

  As an additional layer of security, your password will expire every 90 days.

1.4 Setting up Your Name

Enter your first and last name in the boxes, to confirm select Continue:

Congratulations you are now successfully set up in the allpay Payments Hub.

2. Logging in

To access the allpay Payments Hub, please enter your email address as your User ID and your password.

Select Log in to complete the process.

You will have 6 attempts to log in correctly over a 10-minute period, if unsuccessful your account will belocked. Your account will automatically unlock after a few minutes. If you need further assistance, please raise a support ticket with our Client Services team on the contact address at the end of the guide, or by telephone as listed on our website.

2.1 Multi-factor Authentication

Once you have entered your email address and password, the following multi-factor authentication screen will be displayed:

If your user profile only contains an email address a one-time passcode (OTP) code will automatically be sent via email. See section 3.1.1.

If your user profile contains a mobile number, you can select your OTP code to be sent via SMS. See section 4.3 of this guide for details of how to add a mobile number to your user profile.

2.1.1 Retrieve the OTP from your email inbox or mobile phone

This is an example of the email you will receive containing your OTP code.

This is an example of the SMS you will receive containing your OTP code.

Please note: The OTP is a 6-digit code that is valid for 15 minutes from the time it was requested. If your code expires, please request a new code.

2.1.2 Enter the OTP Code

Enter authentication code into the OTP box and press Verify OTP.

Multifactor authentication will only be required the first time you log into the allpay Payments Hub for that day, however if you log out of the Payments Hub or login using a different device on the same day you will be required to enter an OTP again.

2.2 Forgotten Password

If you have forgotten your password during the login process, you can reset your password using the forgotten your password link on the login page:

1. Enter your email address and select Send code to get a verification code via email.

2. You will receive an email containing a verification code.

3. Enter this code into the Email verification code box and select Verify code.

4. You can now reset your password and select Submit to save

3. User Profile

You can select the user icon in the top right at any point while using the Payments Hub to access your account information, your organisation information as well as Help and Support.

Use Manage Account for your user information such as your name, phone number and email address. If you have permission, you will also have the Manage Organisation button. Here you can check your business information, check your business contact information, and manage users in the Payments Hub.

For more information regarding managing users please refer to section 6. Help & Support is available to all users and acts as a quick link to the Payments Hub training library available on the allpay website.

3.1 Manage Account

3.1.1 Change Password

To change your password, in your user profile under Manage Account, select the Security option, and Password.

You are required to enter your current password and then enter a new password twice to confirm.

3.1.2 Add a mobile number

To add your mobile number to your user profile, click Manage Account, Personal Information, and select Phone.

To add your mobile number click Edit, add your mobile number, then click Save.

3.1.3 Organisation Invites

In certain circumstances it may be required for users to access data from multiple Payments Hub organisations, for example when two organisations merge.

At the top of the Organisation Invites page you will find any pending invitations outlined in a blue box. To accept an invitation, select Accept on the right of the corresponding row. Once a user is a member of another organisation they can switch to that organisation at any time as outlined in 4.3 Switch Organisation.

Also available on this page is a list of organisations which you currently have access to. On the right of each row, you can find a quick reference to the user roles which you hold within an organisation.

Invitations last for 30 days or until they are accepted. Once an invitation has expired you will no longer be able to join the organisation until a new invitation is sent.

Upon accepting an invitation to an organisation, the system will log you out.

3.2 Manage Organisation

Here organisation administers can access business information including Name, Addresses and Contacts.

For more information on Manage Users and Client Code Groups please refer to section 6 User Management

3.2.1 Client Codes

Client Codes are used to separate revenue streams and support different technical solutions. All the allpay collections offering of products and services utilise client codes. 

From this page you can view a list of all your current client codes alongside their current description. Select Edit and you can modify the client code description. When you have made the changes to the client code description select Save Changes.  

Please Note: A client code description can only contain letters, numbers, spaces and limited special characters (.,'-!()?;:'"/,). There is a limit of 75 characters and client code description cannot be empty. 

3.3 Switch Organisation

If you are registered for multiple organisations, you will have a further option to Switch Organisation.

When selecting this option, you will be presented with a menu of all organisations you are currently a member of, click the one you would like to access, and the Payments Hub will reload your account for that organisation.

Please Note: Users will require separate permissions and client code access for every organisation that they are a member of.

3.4 Logout

To log out of your account, click on the user icon and click Log Out

4. Dashboard

Once you are logged into the allpay Payments Hub, you will be taken to the Dashboard where you can access your payment products.

You will only be able to access products that your organisation has signed up for. If any are greyed out (as with the Direct Debit product below) your user does not have permission to access this product. To enable products greyed out in this way please refer to section 6.

4.1 Navigation

To navigate around the Payments Hub you have two options. The first option is to use the quick navigation side bar available most of the time that you are using the hub, all of your products and services are available quickly here and are organised into groups such as Data & Analytics and Payments. You can use the quick navigation side bar to get between different products quickly. You can also choose to hide the text on the quick navigation side bar using the hide icon near the bottom.

The other way you can navigate around the Payments Hub is using the Dashboard, after you log-in or after you select Home on the quick navigation side bar you will be returned to the Dashboard. The dashboard displays all of your products and services in a collage of tiles in the centre of the screen. To access any product using the dashboard, simply click on the corresponding tile.

On the dashboard you will see each product and service that your account is enabled for, select to access the respective product or service.

5. User Management

If you are an Organisation Administrator, you will be able to invite and manage users in the Payments Hub. This includes determining which users can access the following products:

• Customer Account Manager
• File Manager
• Pay by Link
• Messaging
• Totalconnect

5.1 Client Code Groups

Client code groups allow you to segregate access to certain client codes for different users.

5.1.1 Create New Client Code Group

1. Log into the Payments Hub and select Manage Organisation.

2. Select Client Code Groups tab.

3. Under Add a New Client Code Group, enter the Client Code Group Name and Group description. Select Create New Group. The new group will now be shown under Client Code Groups.

Once you have created your client code groups, you will need to add your selected client codes as outlined below.

5.1.2 Manage Existing Client Code Group

1. Find your desired client code group, the list will appear in order of creation. Alternatively use the search functionality.
2. Select Edit group.

3. Use the select a scheme box to find the relevant client code, then select Add Client Code to add the selected code to the client code group.

5.2 Payments Hub

You can invite users to the Payments Hub using Invite New User. If a user requires use of Callpay or the Direct Debit portal, please create the user separately within each product and use 6.2.1 Create a New User on Callpay and 6.3.1 Create a New User for Direct Debits. It is important to ensure that you use the same email address during registration. This will activate the respective products for a user’s Payments Hub account.

5.2.1 Invite New User

To invite a new user on Payments Hub, please follow the steps below:

1. Log into Payments Hub and navigate to the user icon in the top right hand of the screen. Select Manage Organisation.

2. Select the Manage users tab.

3. Select Invite users tab.

4. Enter the email address into the Email addresses box. To invite multiple users to the Payments Hub use the enter key after each new email address. All users invited in this batch will share the permissions that you select below.

5. Select and customise permissions for the user(s) accordingly. Please note that if no permissions are enabled in the File Manager category, the product will appear greyed out and the user(s) will be unable to access it.

6. Select Send Invite at the bottom of the page. The user will receive an invitation email as described in section 2 Getting Started in the Hub. If a user’s email address is already registered with the Payments Hub, they can alternatively join an organisation through Organisation Invites.

Please note: Users will only be able to download payment information files associated with client codes in client code groups that they are members of.6.

5.2.2 Manage Existing Users

1. Log into the payments hub and select Manage Organisation.

2. Select Manage Users tab.

3. Select View Users tab.

4. Your users will be listed in creation order. Find the user that you would like to modify and select Edit.

5. Here you can change a user’s First Name, Last Name and Email Address. Additionally, you can adjust a user’s assigned Roles. It is important to note that disabling a user will temporarily suspend their ability to log in, while deleting a user will permanently revoke their access privileges.

6. Select Save to confirm any changes.

Please Note: Users will only be able to download payment information files associated with client codes in client code groups that they are members of.

5.3 Callpay User Management

5.3.1 Create a New User on Callpay

To create a new user on Callpay, please follow the steps below:

1. Log into the Payments Hub and navigate to the Callpay product. a
2. Select the Admin tab and click Create New User.

3. Enter the first name, surname, and email address for the user.

Please note: For existing Payments Hub users, please use the same email address for all products.

4. Select the appropriate user permissions from the list.
5. Click Create to add the new account.

5.3.2 Manage Existing Users Within Callpay

To manage existing users within Callpay, follow the steps below:

1. Log into the Payments Hub and navigate to the Callpay product.
2. Select the Admin tab and click View Users.
3. Your users will be listed alphabetically by first name then surname.

4. Find the user you want to manage, and select Edit in the first column next to the user.

5. You can now edit their permissions or delete them as required.
6. Select Update to save the changes, Cancel to cancel any editing, or Delete to remove the user from the system.

5.4 Direct Debit User Management

5.4.1 Create a New Direct Debits User

1. Any users with the User Management permission can set up new users, as well as amend or delete them
2. Log into the Payments Hub and navigate to the Direct Debits product.
3. From the navigation bar, select Manage users.

4. Select Create new user.

5. Enter a username, first name, surname and email address for the new user and select Create user.

Please note: For existing Payments Hub users, please use the same email address used for the other products.

6. Select the appropriate permissions. Manage DD permissions include creating and amending DDs, Senior DD permissions include admin permissions such as Manage Settings and User Management. Hover your cursor over the information icon for each permission to find out more.

7. Select Save user access to save the permissions.

5.4.2 Manage Existing Direct Debit Users

You can manage the permissions and/or delete existing users using the following steps:

1. Login to the Payments Hub and navigate to the Direct Debits product.
2. From the navigation bar, select Manage users.
3. Enter details to filter your search for existing users and select Search.

4. Based on your search results, select Edit or Delete next to the user you want to edit.

5. Changes made need to be saved. For changes made to the User, select the Save user changes button. For changes made to the user access (permissions), select the Save user access button.

6. Contact Information

allpay provides a wide range of support services which cover all aspects of the business and its products and services. Normal office hours are 8:00am to 6:00pm Monday to Friday.

You can email us on: enquiries@allpay.net or contact your Account Manager directly.

For all contact details please refer to our contact page on our website: www.allpay.net