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Merchant Migration FAQs
Integration
Q: Will merchants lose access to historical data?
A: Historical data will sit in the Merchant’s old processor. This will not be moved to Worldpay. The Merchant should request reporting before closing their old account with their previous processor.
Q: What happens to API keys and credentials?
A: New API credentials are issued as part of your account setup. Credentials are sent securely to authorised contacts via 2FA‑protected channels.
Q: Will sandbox and test environments be available?
A: Sandbox access is available for testing ahead of production cutover. Test credentials and documentation are provided. Partners can validate transaction flows, settlements, and edge cases before go‑live.
Q: What happens to stored cards and payment tokens?
A: Where technically supported:
Payment tokens are securely migrated
Merchants can continue charging existing customers without re‑entry of details
Where token migration is not possible:
Merchants receive guidance for customer re‑authentication
Best‑practice capture and messaging flows are provided to minimise churn
Q: Will there be any downtime during migration?
A: The migration is designed to be zero-downtime or near‑zero‑downtime.
Cutovers are scheduled outside peak processing periods
Transactions in flight are protected
Monitoring is in place during migration windows
Bulk upload merchant leads
Q: What is a bulk upload of merchant leads?
A: A bulk upload is when merchant details (Trading Name, Contact Name, Email & Phone etc) are securely imported in one batch rather than submitted individually. This speeds up the migration process.
Q: Is my data secure during the upload?
A: Yes. All uploads are handled via secure channels and in line with data protection and PCI obligations.
Payment consultant contact + agreement
Q: Who will be reaching out to my Merchants?
A: We have a payment consultant who will drive the application process.
Onboarding application
Q: How long does onboarding a new Merchant take?
A: Once the Merchant has submitted their completed digital application form, set up can take up to 2 business days.
Q: What happens if onboarding stalls?
A: If onboarding stalls, our dedicated payment consultant will proactively contact the merchant to move the digital application forward. Your Partner Manager will also provide regular updates and work with you to determine the best path to completion.
Onboarding Journey
Q: What is the onboarding journey for my Merchants?
A: Leads uploaded > Sales Team make contact > Digital Application form sent > Sales Team Drive progress > Application Form completed and reviewed by Risk/Underwriting > Approved > Account Set Up
Q: Can Merchants track where they are in the process/ can I check where they are?
A: The Merchant can see their progress via their digital application (insert snapshot)
A: Via your Partner Portal you can track in flight applications
Merchant payer details + schedules upload
Q: How are errors or failed transactions handled during migration?
A: Real‑time monitoring is active during migration windows.
Transactions processed by our platform are logged with results and available via reports; failed transactions can be reviewed and retried where applicable.
Support teams are on standby for rapid remediation.
Q: What is the rollback strategy if something goes wrong?
A: Rollback plans are defined per migration cohort. While migrations cannot be paused, any impacted imported payers can be set to inactive to prevent debits. This enables a targeted rollback without requiring an all‑or‑nothing cutover
Migrated
Q: How do I get new Merchant API Details?
A: Worldpay will send these via an authorised email address. The email link is protected by 2FA.
Q: What is the Partner Portal for?
A: Adding leads, sending applications, monitoring inflight applications, review processing volumes, running reports.
Q: How do I send through a lead/application?
A: Leads/Applications can be submitted via your Partner Portal or your custom landing page.
Q: Who will be my key contact?
A: You will have a dedicated Partner Manager as your primary point of contact, while your merchants will be supported by our payment consultants. Our payment consultants will be formally introduced during onboarding and will work closely with your merchants to coordinate support.
Migrated: Merchant Facing
Q: What are the Payrix Processing Times & Direct Debit Cut-Off times?
A: Australia: There are two debit runs processed each business day 11am & 3pm AEST, with cut-off times at 10.30 AM and 2:30 PM AEST.
A: New Zealand: Debit run is processed at 2.30PM NZT. The cut-off time for scheduled Direct Debits is 2:00 PM NZST.
Q: How long does it take for my transaction to settle?
A: 2 business days. Worldpay have a 2-business day processing period, meaning that funds for successful transactions settle to your account 2-business days after the transaction begins processing. This is to allow for a transaction response from the payers’ bank, advising whether the transaction will be successful or rejected.
Q: Who has access to my Merchant Account?
Role | Level of Control | Key Action |
User | Low | Access the system / service |
Authorised Contact | Medium | Handle administration / support |
Account Controller | High | Full authority on account to manage Users & Authorised contacts |
Authorised Signatory | High | Assign log ins with different levels of access |
Q: Who can help me with support
A: Our Client Success Team can assist you with any queries. They are available from 7.30am – 5pm Monday to Friday AEST.
AU: 1300 592 283
NZ: 0800 480 054
Q: How soon can I start transacting?
A: Once your application has been reviewed and approved, Worldpay for Platforms will set your account up within 2 business days. We will then share API details with your software platform to link your account.