UdioPay

Setup Guide

This guide explains how to set up Udio Pay for your organisation. Udio Pay is our integrated payment processing solution that allows you to accept payments from customers securely and efficiently.

Table of Contents

1. What is Udio Pay?
2. Prerequisites
3. Setup Overview
4. Step 1: Create a Legal Entity
5. Step 2: Complete Legal Entity Onboarding
6. Step 3: Create a Trading Location
7. Step 4: Enable Udio Pay for Your Facilities
8. Verification and Going Live
9. Understanding Status Indicators
10. Troubleshooting
11. Recurring Payment Terms of Service

What is Udio Pay?

Udio Pay is an integrated payment solution that enables you to:

• Accept credit and debit card payments from customers
• Process payments securely in real-time
• Receive automatic payouts to your bank account
• Manage payment processing fees and surcharges
• View detailed payment reporting and analytics

Behind the scenes, Udio Pay is powered by a global payment provider, but we've simplified the setup process to make it easy for you to get started.

Prerequisites

Before you begin, make sure you have:

• Administrative access to your Udio account
• Your business registration documents (ABN, company registration, etc.)
• Identification documents for key business personnel
• Bank account details for receiving payouts
• Your business website URL
• Contact information for your trading location(s)

Setup Overview

Setting up Udio Pay involves four main steps:

1. Create a Legal Entity – Register your business entity
2. Complete Onboarding – Provide KYC documents, verification details, and bank account information
3. Create Trading Location – Set up your physical or virtual trading locations
4. Enable for Facilities – Connect Udio Pay to specific facilities

The entire process typically takes 30-60 minutes to complete initially. Verification can take up to 1-3 business days.

Step 1: Create a Legal Entity

A Legal Entity represents your organisation in the payment system. This is the entity that will receive payments and be liable for transactions.

Navigation: Settings → Payment Providers → Udio Pay → Legal Entities

Steps:

1. Click the Add Legal Entity button
2. Fill in the legal entity form:

Form Fields:

• Entity Name (required)
• The legal name of your organisation
• Must match official business registration documents
• Examples: "ABC Swimming School Pty Ltd", "John Smith"
• Type (required)
• Choose Organization for companies, trusts with corporate trustees, and similar entities
• Choose Individual for sole traders
• If you're unsure which type to select, contact support
• Industry Code (required)
• Select the code that best describes your business activity
• Options include:
  • Elementary and Secondary Schools
  • Dance Schools
  • Sports and Recreation Instruction
  • Fitness and Recreational Sports Centers
  • All Other Schools and Instruction
• If no exact match exists, select the closest option and contact support
• Website URL (required)
• Your business website address
• Must include http:// or https://
• Example: https://www.yourschool.com
• Click Confirm

What happens:

• The legal entity is created in the payment system
• A unique Legal Entity ID is generated
• You'll be automatically redirected to complete the onboarding process
• The entity will initially show as "Pending Verification"

Important Notes:

• You can create multiple legal entities if your business operates through multiple legal structures
• For trusts with a corporate trustee, create the trustee entity as an Organization
• Once created, you cannot change the entity name or type
• Each legal entity is associated with your account's currency

Step 2: Complete Legal Entity Onboarding

After creating a legal entity, you must complete the onboarding process to verify your identity, business details, and bank account information.

It is possible to interrupt and continue onboarding process at any time.

Navigation: Settings → Udio Pay → Legal Entities → Select Entity → Complete Onboarding

Steps:

1. From the Legal Entities list, click Complete Onboarding next to your entity
2. You'll be redirected to a secure onboarding portal
3. Follow the on-screen instructions to provide:

Required Information:

• Business Details
• Legal business name
• Business registration number (ABN, ACN, etc.)
• Tax identification numbers
• Business type and structure
• Registered business address
• Trading address (if different)
• Key Personnel
• Directors, officers, or owners
• Beneficial owners (anyone owning 25% or more)
• Authorized signatories
• For each person, provide:
  • Full legal name
  • Date of birth
  • Residential address
  • Identification documents
• Documents to Upload
• Business registration certificate
• Tax registration documents
• Proof of business address
• Identification for key personnel (driver's licence, passport)
• Proof of industry (optional, may be requested)

• Bank Account Details

During the onboarding process, you'll be asked to provide bank account details for receiving payouts.

For Australian accounts:

• Bank Name (optional)
  • The name of your bank

  • Example: "Commonwealth Bank"

    Bank Account Number (required)

  • Your account number
  • 5-9 digits

  • Example: 12345678

    BSB Code (required)

  • Your BSB (Bank State Branch) code
  • Must be exactly 6 digits
  • Example: 062-000 (enter as 062000)

Important:

• The account must be able to receive electronic deposits
• You can only add one bank account per legal entity initially
• Payouts will be automatically transferred to this account

Tips for Successful Onboarding:

• Have all documents ready before starting
• Use clear, legible copies or photos
• Ensure document details match exactly what you enter
• Complete all sections in one session if possible
• You can save and return to complete later if needed

What happens:

• Documents are submitted for verification
• Verification typically takes 1-3 business days
• You'll receive email notifications about verification status
• Bank account details are verified to ensure they're valid
• Status will update in your Legal Entities list

Step 3: Create a Trading Location

A Trading Location represents a physical or virtual location where you conduct business. You need at least one Trading Location to process payments.

Navigation: Settings → Udio Pay → Trading Locations

Steps:

1. Click the Add Trading Location button
2. Fill in the trading location form:

Form Fields:

• Legal Entity (required, cannot be changed later)
• Select the legal entity this location operates under
• Must be a verified legal entity
• Each trading location is permanently linked to one legal entity
• Description (required)
• A descriptive name for this location
• Example: "Main Street Branch", "Online Store", "City Swimming Centre"
• Credit Card Statement (required, cannot be changed later)
• Text that appears on customers' credit card statements
• Maximum 22 characters
• Must contain at least one non-numeric character
• Example: "ABC Swim School" or "ABC*Main St"
• Choose carefully – customers will see this on their statements
• Location Phone Number (required)
• Contact phone number for this location
• Must be in international format
• Example: +61412345678

Address Fields:

• Street (required)
• Street address of the trading location
• Example: "123 Main Street"
• City (required)
• City or suburb
• Example: "Melbourne"
• State (required)
• State or territory
• Select from dropdown list
• Postcode (required)
• Postal code
• Example: 3000
• Click Confirm

What happens:

• The trading location is created and linked to the legal entity
• Payment methods (Visa, Mastercard) are automatically requested
• The system creates a store configuration in the background
• Status indicators show verification progress

Important Notes:

• Create separate trading locations for different physical locations or business divisions
• Each facility can be linked to one trading location
• The credit card statement text cannot be changed after creation
• Most facilities will need only one trading location

Step 4: Enable Udio Pay for Your Facilities

After your legal entity is verified and trading location is set up, you can enable Udio Pay for specific facilities.

Navigation: Settings → Facilities → [Select Facility] → Payment Providers

Steps:

1. Open Settings → Payment Providers section
2. Find correct facility in the list of facilities
3. Click Enable next to it

Configure Udio Pay settings for this facility

Configuration Fields:

• Process Payments
• Enable this to allow payment processing through Udio Pay
• Typically should be checked
• Allow Customers to Add Payment Methods
• Allow customers to save cards for future use
• Recommended for recurring payments
• Trading Location (required)
• Select the trading location this facility should use
• All payments from this facility will be processed through this trading location
• Payouts will go to the bank account associated with the trading location's legal entity
• Payment Type (required)
• Select the payment type to use for Udio Pay transactions
• Usually "Udio Pay" or similar
• If you want to use a different create it beforehand in Settings → Payment Types

Surcharge Settings:

Configure surcharges to recover payment processing costs:

• Domestic Cards Surcharge
• Surcharge Type: Choose Percentage or Fixed Amount
• Surcharge Amount: Enter the surcharge value
• Applies to cards issued in your country
• Premium Cards Surcharge
• Applies to premium card types (Amex, premium Visa/Mastercard)
• Typically higher than domestic cards
• International Cards Surcharge
• Applies to cards issued outside your country
• Typically higher than domestic cards

Click Proceed

What happens:

• Udio Pay is enabled for the facility
• Customers can now make payments through this facility using Udio Pay
• Payments are processed through the selected trading location
• Funds are automatically transferred to the associated bank account

Important:

• You can change the trading location later if needed (e.g., if ownership changes)
• Surcharge settings can be adjusted at any time
• Ensure you comply with local regulations regarding surcharge disclosure

Verification and Going Live

After completing all setup steps, verification happens automatically:

Verification Process:

1. Legal Entity Verification (1-3 business days)

• Business documents are reviewed
• Identity documents are checked
• Bank account is verified
• You'll receive email notifications about the status

1. Payment Methods Approval (1-2 business days)

• Visa and Mastercard processing capabilities are requested
• Payment provider reviews your application
• Methods are enabled once approved

Status Indicators:

• Legal Entity Status:
• Red (Error): Requires attention – check issues list
• Amber (Pending): Verification in progress
• Green (OK): Verified and ready
• Trading Location Status:
• Red (Error): Configuration issue – check details
• Amber (Pending): Payment methods being set up
• Green (OK): Ready to process payments

[screenshot of status indicators]

Going Live Checklist:

Before processing real payments, verify:

• Legal entity shows green "Status Okay"
• Trading location shows green "Status Okay"
• Bank account is verified
• Udio Pay is enabled on desired facilities
• Payment type is configured correctly
• Surcharge settings are configured (if applicable)
• Test payment successfully processed

Understanding Status Indicators

Throughout the Udio Pay interface, you'll see status indicators that show the health of your configuration.

Legal Entity Statuses:

• Status Okay (Green)
• Fully verified and operational
• Can receive payments and process payouts
• Legal Entity requires updating (Amber)
• Verification documents need attention
• Payments may still work, but action required
• Legal Entity requires verification (Red)
• Critical verification issue
• Cannot process payments
• Check the onboarding link for required actions
• Bank Account Check Pending (Amber)
• Bank account verification in progress
• Payments can be received but not yet paid out
• Payout is blocked (Red)
• Cannot transfer funds to bank account
• Check bank account details and verification status
• Currency mismatch (Red)
• Account currency changed since entity creation
• Contact support to resolve

Trading Location Statuses:

• Status Okay (Green)
• Fully configured
• Payment methods enabled
• Ready to process transactions
• Visa method pending / Mastercard method pending (Amber)
• Payment method approval in progress
• Usually resolves within 1-2 business days
• Store is not active (Red)
• Configuration issue with trading location
• Contact support if this persists

Next to Each Entity:

• Click Complete Onboarding to resume or update verification
• Click Edit to update changeable details (website URL, industry code)
• Status text appears showing current state

Troubleshooting

Legal entity stuck on "Requires Verification"

Problem: Legal entity status remains amber or red after submitting documents.

Solution: - Click Complete Onboarding next to the entity - Check for error messages or missing information - Look for verification issues listed in the onboarding portal - Ensure all documents are clear and match entered details - Common issues: - Missing director or beneficial owner information - Unclear or expired identification documents - Business registration number doesn't match - Missing tax information - Terms of Service not accepted

"Can't create Trading Location"

Problem: Unable to create a new trading location.

Solution: - Ensure at least one legal entity is created - Legal entity must have completed initial onboarding - Check that all required fields are filled - Credit card statement text must not be all numbers - Phone number must be in international format (+61...) - If error persists, check that legal entity has a business line ID

Payments not appearing in bank account

Problem: Payments are being processed but funds aren't arriving.

Solution: - Check legal entity status – must show "Status Okay" - Verify bank account details are correct - Check if bank account verification is complete - Payments are typically transferred daily - There may be a 2-3 day initial delay for first payouts - Check trading location status for payout issues - Review any holds or issues flagged in the legal entity

"This facility is not accepting payments"

Problem: Customers can't make payments through Udio Pay.

Solution: - Verify Udio Pay is enabled for the facility - Check that a trading location is selected - Ensure trading location status is "Status Okay" - Verify legal entity status is "Status Okay" - Confirm payment methods (Visa, Mastercard) are enabled - Check that "Process Payments" is enabled in facility settings

Need to change business structure

Problem: Business structure changed (e.g., sole trader to company).

Solution: - Create a new legal entity with the correct type - Complete onboarding for the new entity - Create new trading location under the new entity - Switch facilities to use the new trading location - Old entity can be left in the system (no payments will be processed through it)

Questions about fees or rates

Problem: Uncertain about payment processing fees.

Solution: - Payment processing fees are charged by the payment provider - You can recover these costs using surcharges in facility settings - Contact us for clarification on your fee structure and how to configure surcharges appropriately

Getting support

If you continue to experience issues:

1. Check this guide first for common solutions
2. Review status indicators for specific error messages
3. Try clicking Complete Onboarding to see detailed requirements
4. Contact Udio support with:

• Your account name
• Legal entity name
• Specific error messages
• Screenshots of issues
• Steps you've already tried

Summary

You've successfully set up Udio Pay when:

• Udio Pay is connected to your account
• Legal entity is created and showing "Status Okay"
• Onboarding is complete with all documents verified
• Bank account is added and verified
• Trading location is created and showing "Status Okay"
• Udio Pay is enabled on your facilities
• Payment types and surcharges are configured
• Test payment processes successfully

Your customers can now make payments through Udio Pay, and you'll receive automatic payouts to your bank account.

For ongoing management:

• Monitor legal entity status indicators
• Keep business and bank details up to date
• Adjust surcharge settings as needed
• Review payment reports regularly
• Respond promptly to verification requests

You must update Udio - Customer Account Settings - with these Terms and Conditions. Please ensure you have updated all the bolded sections.

UdioPay – Recurring Payment Terms of Service (Template)

Last updated: [Insert Date]

These Terms of Service apply to customers who choose to make payments using UdioPay’s Recurring Payment facility. By authorising a Recurring Payment request, you agree to the terms outlined below.

1. Use of Recurring Payments

1.1 You may use a Recurring Payment agreement to pay for lesson fees and any associated charges.

1.2 By authorising a Recurring Payment arrangement, [Business Name] will automatically debit invoice amounts when the invoice is raised.

2. Variations to a Recurring Payment Arrangement

2.1 If you wish to defer or vary a scheduled recurring debit, you must contact [Business Name / the School].

2.2 Please allow at least three (3) business days for us to process any agreed variations.

3. Cancellation of Recurring Payments

3.1 A Recurring Payment request remains active until cancelled by you.

3.2 The account holder must provide at least seven (7) business days notice to cancel a Recurring Payment request or to stop an individual invoice payment.

3.3 Notice may be provided by phone or in writing to [Business Name].

4. Liability for Debits

4.1 You are liable only for debit items made in accordance with your authorised Recurring Payment request.

5. Notification of Amount Changes

5.1 If the recurring payment amount is increased, we will provide at least fourteen (14) days prior notice.

5.2 Paid amounts may vary if lesson closures occur due to public holidays or other operational adjustments.

6. Sufficient Funds

6.1 It is your responsibility (or the account holder’s, if different) to ensure sufficient cleared funds are available on the due date to cover all invoice payments under your Recurring Payment request.

7. Surcharges

7.1 At the time of payment, a surcharge amount of [insert amount] will be added to your payment.

8. Dishonour Fees

8.1 You may be charged a dishonour fee by your financial institution if a debit attempt is unsuccessful.

9. Changes to Account Details

9.1 If your bank or card details change and you wish to continue with Recurring Payments, you must submit a new Recurring Payment authorisation.

9.2 This can be completed by phone or by submitting a new Recurring Payment request form.

10. Disputes

10.1 If you wish to dispute a debit, you may contact your financial institution or lodge a dispute directly with [Business Name].

10.2 We will make every reasonable effort to resolve disputes within five (5) business days.

11. Privacy and Information Handling

11.1 In the event of a dispute or verification process, we may share relevant information with your financial institution.

11.2 Otherwise, all personal and payment information remains confidential and is handled in accordance with our Privacy Policy.

12. Eligibility

12.1 Recurring Payments may not be available on all account types. If unsure, please check your bank statement or contact your financial institution.

13. Test Transactions

13.1 When registering a card for Recurring Payments, the payment provider may conduct a small test transaction (typically $1) to verify card details.

13.2 This amount will be automatically refunded within a few days.

13.3 The test transaction may appear from “UDIO” or “UDIO Systems”.