Frequently Asked Questions
Where are the Apxium servers hosted?
We only use highly reputable server providers that only host in Australia. We do not host any servers outside of Australia for Australian clients.
What browsers/operating systems are supported?
Apxium is a cloud based software solution and it works on all the major browsers in the market.
Is Apxium mobile enabled?
You are able to log into the accounts receivable dashboard from a mobile device and also your clients can access their dashboard on mobile devices. In fact, with the increased use of mobile devices we are finding increasing numbers of clients paying via the Apxium payment portal on mobile devices.
Do you have instructions available for how to use the system?
Yes, we have many instructional videos available for you to watch and learn. Additionally, you are always able to call our client service team for any specific questions you may have.
What is the process for setting up a sandbox environment to test out Apxium on Xero?
In order to set up your sandbox we need a few things from you. The process is very quick and can be done in a few minutes.
- We send you a few simple questions requesting information about your business. When you send the information to us we also ask that you send us a logo. Ideally this logo will be a vector graphic such as EPS. However a JPG or PNG would be fine initially.
- We build the sandbox server for you
- We send you a request to give your Apxium instance Long Term Token Access to your Xero instance.
- Once this is done we then populate your Apxium dashboard with your debtor data.
- We send you the logon details to your Apxium dashboard along with instructions on how to use the system. Play to your hearts content!
Can I use the full functionality of the Apxium system in the sandbox environment?
You will be able to use the full functionality of the system including putting yourself in your clients’ shoes, simulating payments in order to see what their experience is like.
How long does it take me to give Apxium the Long Term Access Token?
The process takes no more than one minute.
What is the process for turning on Apxium to go live?
We will send you detailed instructions of the process. Broadly:
- You will need to sign the Apxium service agreement and bank merchant facility application form
- You will need to inform us of the communication rules you wish to implement
- Inform us via the sandbox of any clients you wish to suspend from communications when the system is turned on
- Get your staff to watch the instructional videos available to you via here
- You might wish to inform your clients of the new and exciting payment system you are implementing, we can provide you with pro-forma communications for this
- You will need to change your invoice to remove other payment types and refer your clients to their dashboard for making payments
- We turn on the system
- We can also then turn on the “Pay My Bill” website widget.
The Apxium Dashboard
Can I filter my dashboard?
Each column has a filter button enabling you to view your debtors in various ways.
Do I see all my debtors in the dashboard?
The default view is for the dashboard to only show you the current outstanding debtors. You are able to go to the ‘Filter’ button and uncheck the box ‘Debtors with- An outstanding amount’. This will then show you all your current and past debtors even if they are not currently outstanding.
Does the Apxium dashboard time out?
Yes, the dashboard does have a timeout setting, and if left unattended for a long time you will need to log in again. This has been done to protect your data.
Can we customise the traffic light report on the Apxium dashboard?
The traffic light report is set to green when a debtor is current, yellow when the debtor is overdue and red for serious arrears that are based on the time frame you ask us.
Can I search debtor/s through invoice number?
No, we have advanced search functionality, however, that enables you to choose by debtor name or client codes.
Is there a limit to the number of users we can have set up for Apxium?
You can set up as many users as you wish. You can also edit and delete existing users if you wish.
Does Apxium synchronise every change made in Xero?
Please see below what we do and do not synchronise with Xero:
We synchronise the following things that affect the balance of an invoice:
- Payments to invoices (including from Bulk Payments)
- Over-payments applied to invoices
- Prepayments applied to invoices
- Credit Notes applied to invoices
- Voiding an invoice (becomes cancelled in our system)
- We synchronise invoice removals.
- We support changes in the outstanding amount (caused by line items being edited, added or removed or GST added or removed etc)
We synchronise a number of fields in the contact section of your debtor:
- Email addresses
- Mobile numbers
We Do Not support invoices being moved between debtors. If this is necessary, then the old debtor invoice needs to be Voided/Cancelled in Xero and a new invoice created for the new debtor.
If I approve an invoice when will it appear in Apxium?
Apxium connects to your invoicing software on a nightly basis. Hence if you approve an invoice, Apxium will pick it up overnight where it will immediately appear on your dashboard.
How often does Apxium update the dashboard?
Apxium runs the main processor on a nightly basis, commencing at midnight.
What occurs when the Apxium main processor runs?
At this time, we update your dashboard with all new invoices you have approved. Additionally, we update any information that has changed in Xero, such as email addresses and mobile numbers. We also update the dashboard with any external payments that were noted in Xero and any credit notes that were created in Xero. It is also at this time that we create the notifications to your clients based on the rules that you have set up.
Can we have client codes displayed on the Apxium dashboard?
When we set up Apxium, we can display client codes if you wish.
We run multiple companies in our business. Do I need to log into each Apxium instance separately?
If you have access to all instances of Apxium for your business you can switch between Apxium dashboards merely by refreshing your browser and choosing the appropriate company from the drop-down menu.
The Client Dashboard
How can my customers see their invoices in their dashboard?
Via the ‘View’ menu in their dashboard.
Can my customers see past receipts sent by the system?
Your customers can see all previous communications sent by Apxium via the ‘Notifications’ menu.
Invoices / Payments
What payment forms can Apxium process?
The Apxium payment portal can process Visa/MasterCard credit card transactions. Additionally, the portal can also process both ad-hoc and periodic direct debits of your client’s bank accounts. If you already have an American Express merchant ID, we are able to input this into your system and allow your clients to use American Express. The cost of any American Express transactions will be whatever you have agreed with your provider.
What if a customer wishes to make cash payment?
Apxium is able to process payments via credit cards and bank accounts. Apxium does not process cash payments. Any payments outside of the Apxium payment portal, such as EFT, Cash and cheque will need to be processed by you via your system.
What does Apxium do in Xero once a client makes a payment?
Once a payment is taken through the Apxium portal we will settle the funds to you overnight. Additionally, we will receipt the payment against the invoice in Xero and also complete your bank reconciliations. Instructions on how to set all this up in Xero will be sent to you once your Apxium instance goes live.
Can I remove a payment in Xero once Apxium has receipted it in Xero?
Apxium has made a journal entry. The reason for this is that Apxium took a real payment from your client and hence your Xero needs to reflect this. You cannot reverse a real payment that has been taken and deposited into your bank account.
Does Apxium need to be manually updated of any external payments or credit notes?
Apxium is fully synchronised with your Xero instance and hence if you mark an invoice in Xero as paid, will update the debtor dashboard automatically.
Can I take manual payments through the built in VPOS terminal? (virtual point of sale terminal)
Yes, you can use the VPOS to take payments from your clients via credit cards or bank accounts. We strongly advise you do this as opposed to using any other POS terminals you might have access to. Generally, the transaction cost of the Apxium VPOS is lower than other POS terminals. Additionally, when you use the Apxium VPOS you get all the other benefits of the Apxium system, such as the payment is instantly receipted to your client, the payment is deposited to your bank account overnight, the invoice is receipted in Xero and your bank reconciliations are completed for you automatically
When will Xero reflect any payments my clients make?
Currently, Apxium writes back into your Xero instance every hour. That means that your Xero will reflect any payments your clients have made very shortly after the payment is made. This is only relevant for credit cards. Direct debits need to clear by the relevant institutions prior to us receipting the payment in Xero.
If a regular direct debit of a customer’s credit card or bank account is rejected will Apxium try and process the payment again?
Apxium will send the client an email informing them of the rejection and that we will re-try the debit in seven days. If the debit fails again we will run through this process on more time. If on the third try the debit fails again, we will cancel the direct debit and inform the client.
If an ad-hoc debit from a customer’s bank account is rejected will Apxium try and process the payment again?
If the payment is rejected the system informs your client but does not try and debit again.
How does my client know if a payment has been rejected?
With credit cards, the system notifies them instantly of the payment failure. With direct debit payments from bank accounts, initially, the payment is marked as ‘Pending’ by the system until the bank clears the transaction. If subsequently the payment is rejected, your customer will receive an email notification informing them of the payment failure.
Can I see my customers banking details?
As the Apxium payment portal is fully PCI compliant all payment communications are done through token exchange. As such, Apxium does not know the details that your client has entered. The information is not available to Apxium and is not saved by Apxium.
Are the customers payment details protected?
The Apxium payment portal is fully PCI compliant and hence all transactions are protected as per the banking regulations.
Does Apxium act as intermediary to the payments made by my clients?
Apxium is the facilitator of the transaction but the funds go directly to you from the bank and not through Apxium
How long does Apxium take to deposit the funds into our bank account?
Your transactions with your clients are settled to you directly by the bank. Generally, the bank will settle all credit card transactions overnight and direct debits once they have cleared.
Can the client make errors in payments when using Apxium, such as incorrect reference or overpayment of invoice?
The system has been configured to assure all payments reconcile to the invoice and no invoices can be overpaid.
What will our clients see on their bank statements once a payment is made?
The client’s statement will have the name of your business on it, hence your clients will not confused by the payment when they review their bank statements.
What is the difference between an ad-hoc direct debit and a regular direct debit?
An ad-hoc direct debit is a one-off payment the client makes from their bank account via the Apxium payment gateway. A regular direct debit is a periodic payment established to make automatic withdrawals from a customer’s credit card or bank account.
Email /SMS Communications
What are the system generated automatic notifications?
The system has a robust communications module that can be customised by you. All communications are sent via email and also SMS if you choose. The system sends communications to all email addresses listed in your Xero.
Invoice – invoices are sent to your clients via email the following day after you approve them in Xero. The sending of the invoice can be delayed any number of days.
Statement – the statement is sent to your clients one day after the invoice goes overdue. Hence if you run 14 day terms, then the Statement is sent out on the 15th day.
Overdue Invoice Reminder- is sent out at regular intervals based on the interval you request. Most of our clients send the Overdue Reminder to their overdue clients every 14 days.
Are my original communications configurations editable?
Yes, you can change your communications rules at any time by letting us know the changes you wish to make. We will then update the system for you.
Can I change the notification rules that I have set up in Apxium?
All communication rules are fully configurable, however you are not able to do this yourself. Please let us know what you wish to change and we will do it for you.
Can I send SMS reminders with any of my notifications to my clients?
If you wish, Apxium can send SMS messages to your clients with any communications you have established. We have found the most popular notices to send SMSs are the Overdue Reminder Notices.
When does Apxium send SMS notices to my clients?
SMS messages are sent to your clients between 1 – 2 PM AEST on daily basis.
Can I make notes of communications had with clients?
We provide the ability to take notes and set reminders to ensure payment promises are followed up. All notes are time and date stamped and fully auditable.
Can I see who left note?
When looking at a note the user that made the note is marked on the note.
Can I set reminders for notes?
You are able to set reminders for notes. When you set a reminder, the black note symbol will turn red when it has come due. Just click on the ‘Reminder’ button in the note that you are creating and set the date in the drop-down date UI.
Can notes be deleted or changed once saved?
We have intentionally built this functionality to ensure the communications are auditable.
Data and Payment Flow
* Real money payments are taken in Apxium and the money deposited to the your bank account. Invoices are paid in Xero from the Apxium clearing account and you allocate the bank deposit to the Apxium Clearing Account which balances it. Any payment you allocate to an invoice in Xero (from credit notes etc.) will be synchronised and reflected in Apxium.
Still have questions?
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