allpayments | Client User Guide

Contents

Introducing the allpayments Mobile App

This guide will walk you through the key features of the allpayments mobile app, which your customers may be using to make electronic payments to you, if you have the option available. Customers can pay between £1 and £99,999 in one transaction, depending on your minimum and maximum payment limits agreed with allpay. 

Your customers can download the allpayments app from the Apple App Store and Google Play depending on their device.   

We've included screenshots of the allpayments app throughout this guide to show where your customers may need support. You'll also find quick links to help you skip to the section or additional guides you need.

Downloading the allpayments app 


Once your customer has downloaded the allpayments app to their device, to get started they will need to either: 

  • Create a new account, or 
  • Log into their existing account if they already have one. 

Creating a new allpayments app account

Registration 

To create a new allpayments account, your customer will need to tap the I'm new to allpay button, which will take them to the simple account set up process.  

Your customer will be prompted to enter their Title, First Name, Last Name and Email address. Once entered, tap Confirm email address.

Email address verification 

Your customer will need to verify their email address.  A 6-digit code will be sent to the email address they have provided*. They will need to check their email, find the code and enter it into the space provided, back in the allpayments app.  

Once the code is entered, tap Submit to verify the email address.  

TIP: 

If your customer does not receive an email with the verification code, they can tap ‘resend code’ to try again. The customer should also confirm that the email address they entered is correct. If there is a mistake, they can use the ‘back’ arrow at the top of the screen to go back and correct the email address on the previous screen.  

Setting up a password  

Your customer will need to enter a password, which will be used to access their allpayments account. The password will need to be entered into the field where indicated, and again in the ‘Confirm password’ field.  

Passwords must include at least: 

  • 12 characters  
  • one lower case letter 
  • one upper case letter 
  • one number 
  • one special character (@#$%^&*_+=-\[]{}|:,.?/~()!;<>'"`) 

Terms and Conditions 

Your customer will then be shown the allpayments app Terms and Conditions which they should read carefully and, if accepted, tick the I have read the terms and conditions box and tap I accept to move on.  

Privacy Policy 

Your customer will be shown the allpayments app Privacy Policy, which should again be read carefully and if accepted, tick the I have read and accept the privacy policy’box, and tap I accept to move on.  

Push notifications 

Your customer will then be given the option to set up push notifications for the allpayments app. 

Your customer can use the toggle to enable or disable push notifications.  

TIP:

The toggle being highlighted navy blue indicates that push notifications are ON.  

Once your customer has completed this step, tap Continue. 

Log in options 

Customers will log into the allpayments app with their password by default, however at this stage they can choose an additional security measure.  

  • If your customer wishes to log in with their password only, they should select ‘Continue with password only’ and tap Continue to complete registration.  
  • If your customer would like to add biometric (Face ID or Touch ID) log in, they should select ‘Biometrics’ and tap Continue*.  

*Biometric log in is only available to customers whose device supports Touch ID and Face ID features.  

Biometrics set up 

PLEASE NOTE: This option is only applicable to those who selected ‘Biometrics’ in the previous step. 

If your customer chose to add biometrics as an additional security measure, they will be presented with the option to set up Touch ID or Face ID (depending on the make and model of their device).  

To enable login via biometrics, your customer will need to allow the allpayments app access to use Touch ID or Face ID in their device settings. For guidance on this, please direct your customer to their device provider user guide.  

Once your customer has completed the biometric set up in their device settings, return to the allpayments app and tap Use biometrics to complete their account registration.  

Skipping Biometric set up 

If your customer decides they wish to skip this step, they can tap Maybe later to complete their account registration. Biometrics log in preferences can be amended in the allpayments app profile settings when logged into the app.  

Your customer is now ready to start using the allpayments app!  

New allpayments app users will be shown a new user checklist on their home screen to help them with finishing setting up their account, including Add a Payee, Add a Payment Method and Make your first payment.  

Signing into an existing account 

To get started they will need to tap I already have an account. 

Signing in

Your customer will be prompted to enter their email address in the field marked ‘Email address’. Tap Continue. 

Your customer will then be prompted to enter their password in the field marked ‘Password’. Once entered, tap Sign in. 

If you customer has forgotten the password, then can tap Forgot password? to update their password. For Guidance, please refer to Reset or Change my password

Migrating existing data 

If your customer is logging into the new allpayments app for the first time, and they previously had an allpay app account, they will be taken to the ‘We’re setting up your account’ screen’ as we migrate their data from the old app. This may take a few moments, please ensure your customer does not close the app.

Your customers data from their old account will be migrated across. This includes:

  • Transaction history
  • Payment cards
  • Payees (PRNS)
  • Profile details (name, email, phone number)

Having Trouble with Migration?

If your customer is directed to the ‘Sorry, something went wrong’ screen, they can either tap Try Again to attempt to migrate their data again or tap Contact Support to get in touch with our Client Support team. 

You can find a list of Migration FAQS here

Checking existing email address 

Once your customer’s data has been migrated, they will be asked to confirm if the email address on their account is up to date. At this stage, your customer can update their email address if they wish.  

If their email address displayed on screen is correct, tap Yes, this is my current email and move to email verification.  

If they would like to update their email address, they will need to tap No, I need to update my email.  

To update their email address, your customer will be prompted to enter their new email address in the field marked ‘Email address’ and tap Save to continue to email verification.  

Email address verification 

The customer will need to verify their email address.  A 6-digit code will be sent to the email address they have provided*. They need to check their email, find the code and enter it into the space provided, back in the allpayments app.  

Once the code is entered, tap Submit to verify the email address.  

TIP :

If the customer does not receive an email with the verification code, they can tap ‘resend code’ to try again. The customer should also confirm that the email address they entered is correct. If there is a mistake, they can use the ‘back’ arrow at the top of the screen to go back and correct the email address on the previous screen.  

Terms and Conditions 

The customer will then be shown the allpayments app Terms and Conditions which they should read and, if accepted, tick the ‘I have read the terms and conditions’ box and tap I accept to move on.  

Privacy Policy 

The customer will be shown the allpayments app Privacy Policy, which should again be read carefully and if accepted, tick the ‘I have read and accept the privacy policy’ box, and tap I accept to move on.  

Push notifications 

The customer will then be given the option to set up the push notifications for the allpayments app. The customer will need to use the toggle to confirm if they wish to enable push notifications.  

TIP :

The toggle being highlighted navy blue indicates that push notification is ON.  

Once the customer has completed this step, tap Continue. 

Securing access & Log in options 

Customers will log into the allpayments app with their password by default, however at this stage they can choose an additional security measure.  

  • If the customer wishes to log in with their password only, they should select ‘Continue with password only’ and tap Continue to complete registration.  
  • If the customer would like to add biometric (Face ID or Touch ID) log in, they should select ‘Biometrics’ and tap Continue. * 

*Biometric log in is only available to customers whose device supports Touch ID and Face ID features.  

Biometrics set up  

If the customer chose to add biometrics as an additional security measure, they will be presented with the option to set up Touch ID or Face ID (depending on the make and model of their device).  

To enable login via biometrics, the customer will need to allow the allpayments app access to use Touch ID or Face ID in their device settings. For guidance on this, please direct them to their device provider user guide.  

Once the customer has completed the biometric set up in their device settings, return to the allpayments app and tap Use biometrics to complete their account registration.  

Skipping Biometric set up 

If the customer decides they wish to skip this step, they can tap Maybe later to skip this step and complete their account registration. Biometrics log in preferences can be amended in the allpayments app profile settings when logged into the app.  

Your customer is now ready to start using the allpayments app! 

Navigating the allpayments Mobile App 

Adding a new Payee 

Before making a payment, your customer will need to add your organisation as a payee.  

Tap Payments on the bottom navigation bar and then Add New Payee 

Your customer will need to enter their Payment Reference Number (PRN), then enter it again in the ‘Confirm PRN’ field. Tap Continue.  

Your customer should then be presented with your organisation as an option to pay. If your customer gets the error PRN not recognised, they should tap Back and try entering their PRN again. 


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If your customer is finding it difficult to link their PRN within the allpayments app you can check their PRN number in the allpay Payment's hub using Customer Accounts Manager.  

Finally, your customer also has the option to add a nickname for your organisation, to help them easily recognise the payment, i.e. Rent.  

Tap Save.  

Adding a new payment method 

Once your customer has saved you organisation as a payee, they are ready to add a payment method.

To add a card, your customer should tap WalletProfile icon on the bottom navigation bar.

Once in Wallet, tap Add payment method. To complete this, your customer needs to enter their Card Number, Expiry date, CVV and Name on card into the indicated fields.  

They will also be required to enter their billing address as recorded by their bank. Tap Save new card.  

Making a payment 

To make a payment your customer should tap the Make a Payment button on their home screen. 

Your customer has the option to select an existing payee or add a new payee by tapping Add a Payee (for guidance, please navigate back to Adding a new Payee).  

They then select the payment method they want to use (for guidance on adding a payment method, please navigate back to Adding a new payment method). 

If your customer selects ‘Pay by card’, they will also need to select the card they wish to use, enter the CVV, and then tap Continue.  

Your customer should then enter the amount that they would like to pay, and then tap Review Payment. 

TIP :

Before completing the payment, it is worth reminding your customer to check they have selected the right Payee, payment method, and have entered the correct payment amount. 

Your customer can amend the payee or payment method details tapping the relevant pencil icon, and the payment amount details by tapping the back arrow at the top of the screen. 

Tap Pay securely to complete the payment.  

On successful completion of the payment, your customer will receive an onscreen receipt. They are also able to download a PDF version of the receipt by tapping Get PDF receipt.   

TIP:

It’s worth noting that your customer will be able to view all payment history by tapping Payments on the bottom navigation bar.

Changing Personal details in ‘My Account’  

Tap Profile on the bottom navigation bar. 

Under ‘My Account’, tap Personal details. 

Your customer can tap the pencil icon Profile icon to the right of the detail that they would like to change

Your customer can select their Title from the dropdown and enter their First name and Last name into the fields. To save the changes, tap Save. 

To add or change a phone number, your customer will need to add their new phone number in the ‘New phone number’ field, then again in the ‘Confirm new phone number’ field. Your customer will also need to enter their allpayments account password and tap Verify number to proceed. 

We'll text a 6-digit one time code to the phone number your customer has provided. Your customer will need to return to the allpayments app and enter this code into the boxes provided, then tap Save to confirm the change. 

To add or change their email address, your customer will enter your customer will need to add their new email address in the ‘New email address’ field, then again in the ‘Confirm new email address' field. Your customer will also need to enter their allpayments account password and tap Verify email to proceed. 

We'll send a 6-digit one time code to the email address your customer has provided. Your customer will need to return to the allpayments app and enter this code into the boxes provided, then tap Save to confirm the change. 

Changing an allpayments account password 

Tap Profile on the bottom navigation bar. 

Under ‘My Account’, select Security. 

Select Change password. 

Your customer will enter their new password in the ‘New password’ field, then again in the ‘Confirm new password’ field.  

Passwords must include at least: 

  • 12 characters  
  • one lower case letter 
  • one upper case letter 
  • one number 
  • one special character (@#$%^&*_+=-\[]{}|:,.?/~()!;<>'"`) 

Your customer will also need to enter their allpayments account password and tap Verify to proceed. 

We'll send a 6-digit one time code to your customer’s registered email address. Your customer will need to return to the allpayments app and enter this code into the boxes provided, then tap Save to confirm the change. 

Managing allpayments notification settings 


Tap Profile on the bottom navigation bar. 

Under ‘Manage Preferences’, tap Notifications. 

Your customer can use the toggles to customise receipt of email and/or push notifications for Account notifications or System updates. 

TIP:

The toggle being highlighted navy blue indicates that push notifications are ON.  

Reviewing Payments History 


To support your customer, the allpayments app provides a history of all payments made, if your customer is unsure whether they have made a payment or wants to check the details of a payment, then highlighting this functionality will really help.  

Your customer can access their historical payments by tapping History in the bottom navigation bar OR by tapping See more on the home screen under their three most recent payments.  

Customers will be taken to their Transaction history where they can scroll or search for payments using the search bar and filter the results by using the filter button  

The filter feature can be used to find transactions based on time period, payment method or payee. Once the customer has added the filters, tap Apply to start the filter search. 

Once your customer has identified the transaction they wish to review, they can tap on the transaction for full details, including whether the payment was successful/unsuccessful, the amount paid, the date and time of the payment, the payment method, and the payment reference number (PRN) their payment has been posted against. 

From here, your customer is also able to download a PDF receipt by tapping Get PDF receipt. 

Additional functionality 

Removing a Payee 

Tap Payments on the bottom navigation bar. 

Your customer selects the payee they would like to delete by tapping on them to open the Payee details. 

Tap Delete payee, to permanently delete the payee.  

Closing an allpayments app account 

In some instances, your customer may wish to close their allpayments app account. If your customer no longer wishes to use this electronic payment option, they can close their account by tapping Profile on the bottom navigation bar.   

Under ‘My Account’ tap Security and then tap Close account.  

Your customer will be taken to the ‘We’re sorry to see you go’ screen and will be given the options of Keep account  and Close account. To complete the account closing process, your customer will need to tap Close account. 

Before closing an allpayments account, please note:


  • Your customer will lose access to all account details
  • allpay are required by law to keep all transaction data for 6 years (we will not share this data externally) 
  • If your customer needs to use the service again they will need to create a new account 

Your customer will be presented with some information to be aware of ahead of closing the allpayments app account. As long as they are comfortable with the information highlighted, they should tick the box I would like to close my account, enter their password into the box and tap Close your account.

Contact Information

Whether you’ve got a question about our products, need support with a service, or just want to speak to someone who can point you in the right direction, we’re here to help.

Our team is on hand to support you across all areas of the business, so whatever you need, don’t hesitate to get in touch. You’ll find our contact details on the Contact Us page of our website.

For training enquiries, you can also reach our Training Team directly at training@allpay.net.

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