FAQ

I have blocked myself from accessing iConnect. What should I do?

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.

I have a problem on the software. How long will it take for an engineer to contact me?

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.

My software administrator is not available, and I need my account unblocked. What should I do?

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 support@aptbacs.co.uk for further assistance.

I have an emergency file that needs to be sent to Bacs however, we do not have any signatories available. What should I do?

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).

What is the latest time I can submit a file to BACS through our software?

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.

Why can I not select weekend and bank holidays as processing days at BACS?

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.

Need help finding the correct banks Bacs liason team contact number?

Find the correct contact number for most banks Bacs liason teams below.

Bacs

If you have an issue relating directly to Bacs, you can contact them on the number below.

Bacs Contact Number

0370 165 0018

Banks

If you need to contact your bank, you can find the contact number for the Bacs liason team here.

Bank Contact Number

0345 266 0085

0370 156 6688

0370 240 5544

0345 982 5325

0345 604 0000

0344 847 6718

0330 156 0083

0207 601 4717

0345 603 4615

0141 242 3120

Don’t see the bank you need? Give us a call and we will be happy to help.

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