If you are blocked from accessing the software, you will need to ask one of your software administrators to unblock you, they can do this by logging in and clicking Unblock User on your user account.
We endeavour to call back any support call lodged within an hour. Out of office emergency support will be answered as soon as possible. Please ensure you leave a voicemail if you cannot get through to the help desk.
In the case that all your software administrators are not available to reset your account, APT can do this for you providing you answer security questions. Email email@example.com for further assistance.
If you're a direct submitter (i.e. have a direct service user number), APT can send the file on your behalf up until 21:00 Monday - Friday through our bureau. This service is covered in your annual maintenance by your contingency cover. To be able to use this service, your SUN must be linked to our Bureau Number (B41022).
The operating hours for Bacs are 07:00 – 22:30 Monday to Friday, excluding Bank Holidays. APT would always advise that any files are sent through our software by 21:00, to avoid missing the 22:30 deadline, should support be required.
As Bacs does not operate on weekends or bank holidays, you will not be able to choose these dates as processing dates. Bacs Processing dates can be found in the Processing Calendar.