The Old School, School Lane, Stratford St Mary, CO7 6LZ, Colchester, GB
Pay360, part of The Access Group, is a complete payments eco-system – the only one in the market to offer the breadth of payment options that we do, from direct debits, to point of sale, telephony payments, mobile payments and new payment methods such as open banking. We’ve been serving our private and public sector clients for more than three decades and as such our offer is based on years of experience focused exclusively on payments. We are proud to be the market leader for public sector payments and are used by more than 60% of Local Authorities. Security underpins our offering: Pay360 has been at the forefront of card security for many years – we achieved PCI Level 1 compliance in 2005 and PA-DSS compliance in 2009. We were among the first Payment Service Providers to release 3DSecure in 2005.
Have been a Pay360 customer for many years now and have recently had more contact with the team in order to get enhancements such as PaybyLink and Version 2 of 3DS live. The team have been extremely helpful throughout the process and would highly recommend if you are looking for a PSP solution.
This company is truely terrible. There support is the worst I've ever come across in 30 years in the industry. They simply do not pick the phone up and rairly respond to tickets. I have had a issue now for over 2 months and whilst there has been a little correspondance back in that period, the issue is still not resolved and for the last 2 weeks have not even had the curtosy to reply to the ticket. Terrible company.
Not accepting payments saying address and postcode are not checked when the customer has input correct info. Customer services are NO EXISTENT. Nobody replies to emails or picks up phone. Avoid like the plague!
We have been forced to use this so called website / portal to pay school costs, this has to be hands down the worst website I have ever come across, simply not fit for purpose, every time a registered user logs on there is no re-direction to a payments page, it simply sits on the welcome page with no option to progress to payment. I have tried everything to resolve this with no success. The help sections are also garbage, what good does referring you to the school help when you are already registered? Absolutely terrible functionality, anyone would think they are trying to help you avoid payment! Yours, a frustrated user.
We used Pay360 as the payment gateway for our website and from start to finish of the integration process they were fantastic. It didn’t matter that we were not experienced in the field because their support team, in particular Dan and Phil, could not have been more helpful. They put in countless hours for us and the end product was exactly what we had been looking for. I highly recommend choosing Pay360.
I feel so sorry for the schools that use this. They're already overworked and to add the terrible user experience that many parents have when trying to login to this platform is painful. Yesterday I witnessed a line of mums, including myself, trying to login to Pay360 to pay £3 for a school trip. Each inquiry the school administrator tried to deal with was taking around 5 minutes. It's taken me hours to pay £3!!!! I'm only persevering because the school says it will make it easier for them in the end. The user journey is just appalling - for example, when you click 'Register' you're directed to the login form for people who already have accounts - that's just one of many many issues that could be resolved if customers were listened to.
For over 15 years, we have used Capitas payment solutions to deliver great business benefits to our organisation. We have found the Pay360 solution to be reliable, flexible, scalable and is continually developing to meet our changing business requirements.
Our Account Manager James Hewson keeps us up to date on all the latest developments and trends. Really helpful. When looking at new products he always takes our own unique set up into account to recommend the best fit for our organisation.
I always receive good, prompt support from the Pay360 Support Team and our Account Manager is always on hand to answer questions and progress account related issues and questions
James Hewson our Account Manager is quick to respond to any queries, was very patient when we were waiting for approval for our upgrade to V13 and very helpful The staff at the helpdesk are always helpful and friendly
Specific feedback on our Project Manager Ben C; Ben has been an excellent project manager on our Pay360 upgrade. He has worked tirelessly to get issues addressed, advocate for us internally, and secure the necessary specialists to get our project delivered on time. He took the time to learn & understand what we do and why we do it that way, and that meant he could understand the project from our perspective. Capita please take note; this is how project management should be, and we will be wanting Ben C as our project manager for any future work.
I contacted out account manager, James Hewson, regarding the possibility of automating the daily upload of our balance file. James was extremely helpful, making enquiries to provide the utility and advising on the command line syntax.
Professional and friendly staff. Great service and excellent products.
Nothing exciting to report, but if/when we do have an issue it is always responded to quickly and resolved promptly
You emailed me a few hours before to let me know my daughter's lunch money had run too low for her to buy anything that day. I know some Mum's don't work, but I do, so any emails that come to me are read in the evenings. Surely the reminder is better sent the day before?
Impossible for this platform to be worse. I am a parent being forced to use it to pay for school items. Log on is a nightmare-- they ask security questions that I have not provided the information for which seems like a massive security risk. When I finally get on the platform, there is no obvious way to make a payment- which is surely the point of the whole thing? Help function is terrible-- no help. What an awful platform
The meeting was constructive covering both follow up of recent issues and how to move forward with new projects.
Our Account Manager Richard Marks has seen us through many mile stones recently and would like to leave feedback on the help he has given with these matters. From a new contract, cloud migration project, the upgrade we are engaged in now, the creation of new exports for BID, advice on managed DD, timely quotes when requested - to name a few. Every communication is helpful, prompt and professional. The two councils are grateful to have him onboard. Recently we have also had some very good advice from Wayne Campbell regarding PCI. The advice he gave was professionally, expert, complete and encouraging.
This platform is a joke. We are forced to use it by the school and every single time it is a nightmare. Always problems with the login, endless problems with registering, no support from the administration of this website. It is definitely not easier than cash and far more of a headache.
My son's school forces us to use this (previously Sims Pay). It is very poor on the login side and impossible to recover without contacting the school for help. It is a worse option than cash.
