As part of your move to our new Xplor Pay Platform, you will have access to a new customer interface designed to support the day-to-day management of your memberships and related activities.
The new product has been designed to make managing memberships and your customers’ payment experience easier and more efficient with new features; however the look-and-feel is still in a basic format. The functionality available from Day 1 will provide the core features you need to manage your day-to-day activities, with an enhanced version already planned for release in early 2027, which will look much more modern and align to the enhanced functionality and infrastructure of the Xplor Pay platform.
To help you prepare for the move, we have provided training materials (DDMS Login Guide and DDMS User Guide), and video demonstrations to familiarise you with the new interface and its functionality.
In addition, your customers will benefit from an updated payment experience. The new PayFlex consumer interface has a refreshed look and feel, making it easier and more intuitive for your customers to make payments.
Closer to your migration date, you will receive your new Xplor Pay login details.
We will provide your confirmed migration date and new login information in advance, together with any instructions you need to access the platform.
Where possible, we will use your existing administrator users when setting up your new access. If you need to make any changes to your administrator users, please let us know before your migration date.
Once your initial access has been set up, you will be able to manage your own users through the administration functionality within Xplor Pay. This will allow you to add, remove and manage user access as required without the need of a customer support ticket.
Please ensure that all relevant users within your organisation:
Further information and guidance will be provided ahead of your migration to help ensure you are fully prepared for the move to Xplor Pay.
If you are using our Bureau (through an Xplor SUN), there is no action required.
If you manage your own Direct Debit Bureau, please ensure a Credit Service User Number (SUN) is in place before your confirmed move date. Your Credit SUN is required for refund processing on our new platform. Please contact your bank directly to arrange this if you do not already have one. Until we have confirmation of your Credit SUN, we will be unable to process refunds following your migration to Xplor Pay.
As part of your migration to Xplor Pay, daily net settlement will become our standard settlement arrangement.
You will also have the option from the 1st February 2027 to request a different settlement schedule if required. Please contact Customer support (Here) to arrange this.
If you have already requested a change to your settlement arrangement as part of the Card Migration completed earlier this year, your existing arrangement will remain unchanged. You will continue to receive your Card and Direct Debit settlements according to your previously agreed schedule. In this case the information above regarding the move to daily settlement will not apply to you.
If you operate your own Direct Debit Bureau (using your own SUN), there will be no changes to your Card settlement arrangements as part of the migration.
Monthly collections will be the preferred payment frequency. If you have members who pay on alternative schedules, such a quarterly, or annually, we can continue to collect payments on this basis. Please note that Full Services Billing will not be available for these collection frequencies. Full Services Billing includes failed payment recovery, member customer service support, and the chasing and recovery of missed payments. If you have members who pay on a Fortnightly basis, we will no longer be able to support this, and we will reach out to you separately to make alternative arrangements.
For most customers, there will be no change to your current collection dates following migration.
However, the new platform supports collection dates from the 1st to the 28th of each month. This means that if you currently collect payments on the 29th, 30th or 31st of the month, your collection date will need to change to the last working day.
If you are non-Bureau (using our SUN), we will be writing to the affected members to inform them of this change in collection date.
If you are a Bureau customer and would like us to notify your members of this change on your behalf, we can do so at no additional charge. Please let us know 6 weeks before your migration date if you would like us to manage this communication with your members.
There will be some changes to how fees are charged and invoiced. We want to make sure you are aware of these in advance.
Transaction Fees
Currently, we charge a fee for each submission. Following migration to Xplor Pay, fees will be separated into:
This should not affect the total you are charged per transactions, we are just separating the fees to increase transparency.
VAS Fees
VAS (Value Added Services) for Contact Centre Services will be charged separately to your transaction fee following migration.
Non-Transactional Fees
Some of the non-transactional fee names will also change as part of the migration. The current ‘SNAP’ will be renamed as a ‘Hosting Fee’.
Changes to Invoicing for Bureau Customers
If you are using your own SUN, the frequency and date of invoicing will be issued once per month on the 1st.
As part of the migration, there will be some changes to the reports available to you. We have attached examples for you to familiarise yourself ahead of the move.
Some of the reports you currently receive will be replaced or updated, and the format and content of the new reports may differ from those you receive today.
We have provided examples of the new reports that will be available from Day 1, including details of what each report contains, how it will be presented and whether it will be emailed or available to download from the new platform.
If you use our reports or data to support your own reconciliation processes, reporting, or system uploads, we recommend reviewing these processes ahead of the migration. The changes to report formats and data may require you to update your existing processes or system configurations.
Please review the Day 1 report examples carefully and consider whether any changes are required within your organisation to ensure your reconciliation and reporting processes continue to operate as expected following migration.
Once you have migrated to the new platform, you will no longer have access to the current data retrieval service or your existing client login.
Before your migration date, please ensure you download and save any previous reports or historical data that you may need to access in the future and ensure that any historical reports or data required for your own records, reconciliation or reporting purposes are downloaded before your migration takes place.
If you require historical data or reports after your migration, you can contact our Customer Support Team.
Following your migration, your existing SNAP Portal will be rebranded to Xplor Pay. There will be no change to the functionality or how you access and use the portal, so you can continue to use it as normal after migration.
If we have a third-party integration with a Business Management Software (BMS) that you use, we expect there to be minimal impact if the BMS providers provide us with some new credentials, which we have requested directly. This solution means there should be minimal, if any, requirement for development at their end and will maintain continuity of service for you and your customers.
We will contact you separately prior to the migration date if there are any actions required from you regarding this integration.
However, as a minimum, you should discuss this with your BMS provider directly to ensure this action has been completed.