allpayments | Frequently Asked Questions

Here are some frequently asked questions you and your customers might have about using the allpayments app. For even more details and helpful guidance, be sure to visit allpayments | Client User Guide.

Who can your customer pay using the allpayments app? 

Your customers can use the allpayments app to pay a wide range of bills to organisations using allpay's bill payment solutions, including yours.

To help raise awareness and make it easy for your customers get started, we recommend sharing our Download the allpayments app promotional poster with them online or via email, making it simple for them to start using the app.

How much can your customer pay using the allpayments app?

Customers using the allpayments app can make payments between £1 and £99,999 in a single transaction, depending on the minimum and maximum payment limits agreed between your organisation and allpay. 

How do your customers change their allpayments app password? 

If your customer needs to change their password, they can follow these steps in the app:

  1. Tap Profile on the navigation bar at the bottom of the screen
  2. Tap Security
  3. Tap Change password
  4. Enter and confirm their new password, then enter their current password and tap Verify
  5. A 6-digit one time code will be sent to their registered account email. They'll need to enter this code in the app and tap Save

Password criteria: Passwords must contain at least 12 characters, at least one lower case letter, at least one upper case letter, at least one special character and at least one number 

How do your customers reset their password if they have forgotten it? 

If your customer forgets their password, they can follow these steps to reset their password in the app:

  1. Tap I already have an account when they launch the app 
  2. Tap Forgot password? 
  3. Enter the email address on their account and tap Continue
  4. If the entered email address matches an existing allpayments account, we will send your customer a 6-digit one time code to the registered account email. They'll need to enter this code in the app and tap Submit
  5. Enter this into the app, tap ContinuSubmit

My customer's PRN is not recognised 

If a customer's PRN (Payment Reference Number) isn't working, you can check their details in the Payments Hub by following this path: Customer Account Manager > Manage Accounts

Ensure the PRN matches the one you've provided to the customer.

If everything looks correct and the issue still persists, please contact our support team via 0330 135 9512 or email us at enquiries@allpay.net.

What is the 'duplicate payments' screen? 

If this screen appears when a customer is trying to make a payment within the app, it means that we've detected the customer has made an identical payment within the past 24 hours.

  • If the payment was made in error, they can cancel or adjust the details
  • If the payment is intentional, they can tap Continue to proceed. 

How can customers change the default amount for a payee? 

If your customer needs to change the default amount for a payee, they can follow these steps in the app:

  1. Tap Payments on the navigation bar at the bottom of the screen
  2. Select the payee whose default amount they would like to change 
  3. Tap on the pencil icon next to Default amount to make the change

How can customers delete a payee? 

If your customer needs to delete a payee from their allpayments account, they can follow these steps in the app:

  1. Tap Payments on the navigation bar at the bottom of the screen
  2. Select the payee they would like to delete
  3. Tap Delete payee

How can customers change the name of a payee? 

If your customer wants to change the nickname of a payee, they can follow these steps in the app:

  1. Tap Payments on the navigation bar at the bottom of the screen
  2. Select the payee whose nickname they would like to change 
  3. Tap on the pencil icon next to Set nickname to make the changes

How can a customer close their allpayments account? 

If a customer no longer wishes to use the allpayments app, they can close their account directly within the app by following these simple steps:

  1. Tap Profile on the navigation bar at the bottom of the screen
  2. Tap Security
  3. Tap Close account and follow the prompts

What happens to customer data after they close their account? 

Where possible, we will anonymise all customer data. However, we are legally required to retain transaction data for 6 years. This data will not be shared externally.

Where can customers view their payment history? 

Customers can check their payment history in two ways:

  1. Tap History on the navigation bar at the bottom of the screen to view all transactions

OR

  1. Tap Payments
  2. Select a payee
  3. Tap See more under their latest transactions

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