allpayments | Migration FAQ
These questions are designed to help you guide your customers through the app migration process smoothly. From what to expect during the transition to how their information will carry over, you’ll find everything you need to support them with confidence.
Why is there a new allpay bill payments app?
We're launching the new allpayments app to provide an improved, streamlined bill payment experience with easier navigation, enhanced security and new features on the way.
When will the old app be discontinued?
The old allpay mobile app will be discontinued in late autumn 2025, depending on how the migration progresses. We'll keep you updated on specific dates closer to the time.
Will existing customer account and payment information be automatically transferred to the new app?
Yes, All account details, payees, payment cards, and transaction history will carry over automatically once customers log into the new app for the first time.
Will customers need to create a new account?
No, customers who currently use the old allpay mobile app can log into the allpayments app using their existing email address and password.
Will customers need to re-link their credit/debit cards in the new app?
No. Their saved cards will be available in the new app once their migration is complete.
What if I my customer has problems migrating their account and/or data?
If your customer is having trouble migrating their account or data to the allpayments app, please contact our support team at 0330 135 9512 or enquiries@allpay.net for assistance.
Will customers still be able to see their previous payment history?
Yes, once their account is migrated, they’ll have full access to their past transactions from the old allpay mobile app.
How long will the migration process take?
Migration usually takes between 1–5 minutes, depending on how much data is being transferred.
What are the benefits of the new app?
- Faster and easier payments with improved performance and smoother navigation
- Quick repeat payments using the new ‘Pay again’ feature to easily repeat recent transactions without re-entering details.
- Clear feedback on transaction successes and failures
- Push and email notifications for payment alerts and updates
- Enhanced security and additional log in options, including Face and Touch ID
- Modern design for better usability
- Integrated help and support resources within the app
- Easy access to view and download transaction history
- Apple Pay and Google Pay supported (if enabled by your organisation)
My customer has the old allpay app on multiple devices. Do they need to migrate on each device?
No. Migration only needs to happen once. After that, they can log in on any device that has the allpayments app installed, or the web portal, using their existing credentials.
What happens if my customer doesn't migrate before the old app is discontinued?
If a customer hasn't migrated by the time the old app is retired, their account will be migrated to allpayments automatically. They’ll then be able to log in to the new allpayments app and web portal.
Will the new app have all the same features as the old app?
Yes, the new app includes all of the features your customers are familiar with, so they can continue managing their payments without disruption. It also comes with whole host of new enhancements (see above for the benefits of the new app), and we’ll be adding further improvements over time to ensure the app continues to evolve with their needs.
How do you provide feedback or report issues during the migration?
Feedback can be submitted directly through the new app or web portal. For any issues, pleasecontact our support teams for any issues via 0330 135 9512 or enquiries@allpay.net.
My customer has only used the allpayments web portal. Do they need to create a new account for the allpayments app?
No, if your customer has previously used the allpayments web portal, they already have an account and don’t need to set up a new one.
When they first open the allpayments app, they should tap I already have an account and log in using the same email address and password they use for the web portal.
If they’re completely new to allpayments, they should tap I'm new to allpay to create an account.