Moving subscriptions to another Payreq Group account

Portfolios change hands. A rent roll is sold, two agencies merge, a business changes its name, or a group customer ends up with more Mailboxes than it wants and needs them brought together.

Payreq can move subscriptions between accounts, but not everything moves, and none of it is self-service. Contact Payreq Support before you start.

What can and cannot move

Subscriptions can move. They are removed from the old Mailbox and created in the new one.

Documents cannot. Anything already delivered stays in the Mailbox it was delivered to. There is no way to move it or make it visible from another account.

In most cases that is the right outcome. An incoming agency was not entitled to see notices delivered before they took over. It becomes a problem only when those records still need to be accessible.

Why you cannot do it yourself

You can subscribe properties in bulk, but there is no way to remove them in bulk. On a portfolio of any size, removing subscriptions one at a time is not practical, and asking the issuing organisation to remove them at their end can also remove a property owner's own direct subscription.

That is why Payreq Support does this with you rather than leaving it to a self-service step.

What to do

1. Contact Payreq Support through the Help Centre and describe the change: the source Mailbox, the destination Mailbox and the properties or accounts involved. See Contacting Payreq Support.
2. Tell each issuing organisation. Councils and utilities keep their own records of who is authorised for each property. If their records still list the old account, subscriptions can be re-created there after the move. This step is what makes the move hold.
3. Decide what happens to the old Mailbox. See below.
4. Check the new Mailbox once the move is done: confirm the expected properties are present and active, and that documents start arriving.

Keeping access to past documents

If you still need the documents in the old Mailbox, keep it open. Do not close it and expect the documents to follow.

Payreq Support can rename it so it is obvious what it is, for example by adding the word historical or similar to the display name. Only Payreq Support can change a Mailbox display name, so ask for it as part of the same request.

Documents issued before your account existed

Payreq does not hold notices issued before your Mailbox was subscribed, and cannot supply them retrospectively. If you need documents from before you took over a property, request them from the council, utility or other issuing organisation directly.

If the previous group customer still has access

When a property moves between group customers, access for the outgoing one has to be removed as well as granted to the incoming one. Those are two separate actions and the first is easy to overlook.

If you believe another business still has access to documents for a property you now manage, tell the issuing organisation and contact Payreq Support.

Related guides

• Getting started with Payreq Group
• Adding, updating and removing properties
• Contacting Payreq Support