FAQ
1. Has BACS received my file?
Check on your BACS compact acceptance advice, which should be received immediately following a submission, this will give confirmation as to whether your file has been successfully completed.
2. How can I be sure that it is BACS that has received my file for processing?
The BACS Online Report not only gives you details of the data transmitted by you. The submission serial number on the file you create will be needed as a reference. BACS then quotes this back to you on the BACS Online Report for checking.
3. I haven't received a BACS Compacted File Acceptance Advice after transmission.
Visit https://paymentservices.bacs.co.uk making sure you have a smart card in the reader. Sign the data then when logged in go to Reports and download the live input report. This will confirm that BACS have received the file ok.
4. I've got an error on my file or am having problems connecting to BACS.
If everything seems in order, phone the APT Help Desk on 020 8760 9898. Depending on the nature of the problem, we will be able to provide you with various options to try to resolve the issue. Should these prove unsuccessful, we will discuss alternatives for transmitting your file to BACS. Remember, by using APT, not only are we a Software Supplier, but also a BACS Bureau.
5. What time does BACS close?
BACS is open 24 hours a day Monday to Friday, although your transmission must be complete by 22:30 hours (excluding English Public/Bank Holidays) for processing on the next working day.
6. Can BACS process my file quicker?
BACS operates on a three-day cycle: File transmission by user (day 1), file processing by BACS (day 2) and fund transfer (day 3).
BACS is introducing a Faster Payments program. Please contact us on 020 8760 9898 for further information.
7. How can I be sure when my file will be processed at Easter and/or Christmas?
Check your BACS Processing Calendar. This will show you the days on which BACS is closed. If you don't already have a current BACS calendar, use the Downloads link in support to download the BACS Processing Calendar.
8. Can BACS stop any single payments or files?
The BACS system only allows the reversion of whole files - not individual items. In all cases you must contact your Sponsoring Bank who will advise you of the best course of action. A file can only be stopped up to and including Day 1 (Input Day) of the BACS processing cycle, usually the day on which the file is transmitted.
9. Can I use my smart card as soon as I receive it?
No. Before you can use it, you must change the transport PIN and export your certificates onto your PC. Then click on the URL link that BACS has emailed you. after you have confrimed and signed the data it should take about half an hour for your card to go live. You will also need to change your certificate in Connect-iP. Please call us to install on 020 8760 9898 for further assistance.
10. If I need to move Connect-iP to another PC, what should I do?
APT will need to assist you, otherwise you might lose your data. Please contact us on 0208 760 9898 before moving Connect-iP.
11. Does Connect-iP need to be backed up?
If you have Connect-iP installed on your C Drive, we recommend that you back this up on a regular basis, for example, once a week.
This is especially important if you are running our Bureau Software as the customer profiles and account data could be lost should your pc crash. APT may need to charge to re-input this data.