We're upgrading customers to the Access PaySuite platform and we want to make sure you have everything you need to feel confident and prepared ahead of your switch.
Here, are the most common questions we've heard from customers, so you know exactly what to expect.
It's free and simple, and everything you rely on today will still be available.
Frequently Asked Questions
When will I be moved over to the new platform?
Your switch date will be communicated to you directly by email ahead of time, so you'll always know exactly when your move is happening. You won't be switched over without notice.
If you haven't received any communication yet, don't worry. Your switch date is on its way. In the meantime, feel free to get in touch if you have any questions.
Will it cost me anything?
No. The switch to the new Access PaySuite platform is completely free. There are no setup fees, no additional charges and nothing you need to action on your end to make it happen.
Is this a migration?
No. We want to be clear - this is not a migration. The back-end system that powers your payments is exactly the same product you have been using and trusting. Nothing about the way your payments are processed, collected or managed is changing.
What you are getting is a modern, uplifted and unified front end sitting on top of that same trusted back-end. Think of it as a significant upgrade to the experience, not a change to the foundations.
Why are we switching to the new platform?
The new platform has been built to make managing your payments simpler, smarter and more powerful.
Here's what it brings:
All your PaySuite products in one dashboard.
Whether you use one product or several, everything is available in one place. No more switching between views or logging into separate systems.
Less admin, more time.
Automated reconciliation, seamlessly connected workflows and a consistent interface your whole team can use from day one.
AI-powered insights.
Understand payment behaviours, spot failed-payment patterns early and forecast your revenue with confidence.
Real-time visibility.
See exactly who has paid, what is pending and what needs attention, whenever you need it.
Built-in compliance you can rely on.
FCA regulated, Bacs approved, PCI DSS compliant, ISO 27001 certified and backed by industry-standard encryption. Your payments are in safe hands.
It's the same reliable system with a better, faster and more intuitive experience.
Will I still have access to my current platform after the switch?
Once you have been switched over to the new platform, you will no longer have access to the previous front end. However, there is nothing to worry about. You are not losing anything. All of your data, payment history, customer records and settings are held in the same back-end system and all of that carries over seamlessly to the new platform.
Who do I contact if I have a question?
If you have an account manager, your account manager is your first point of contact for any questions about your account or the switch. You can reach out to them directly by replying to any email they have sent you, or by contacting the team inbox: [email protected]
If you don't have an account manager, the support team is here to help. You can get in touch through the Access Digital Assistant at any time and a member of the team will get back to you.
What if something goes wrong after the switch?
We don't anticipate any issues, but if anything comes up after your switch, our support team is on hand to help. Get in touch through your account manager if you have one or via the Access Digital Assistant and we will work with you towards a resolution.
Is my data safe during the switch?
Yes, absolutely. Because this is not a migration, it is a front-end upgrade to the same underlying system, your data does not move anywhere. Everything stays exactly where it is. There is no data transfer, no risk of data loss and no disruption to your payment schedules.
Access PaySuite is FCA regulated, Bacs approved, PCI DSS compliant and ISO 27001 certified. Your data is protected to the highest industry standards throughout.
Will my payments be affected?
No. Your Direct Debits, card payments and any other payment schedules will continue to run as normal throughout and after the switch. There will be no interruption to your collections or any impact on your payers.
đNote: This article will be updated as we move through the switch programme. If you have a question that isn't covered here, please get in touch through your account manager or the Access Digital Assistant.