Migration Portal FAQs

Chris Horroll
Chris Horroll
  • Updated

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When you migrate from Jupix to Alto, you'll use our new self serve migration portal which offers a new-and improved migration experience.

We've compiled a list of frequently asked questions below that should hopefully answer any queries you have as you progress through your migration.

Start your Alto journey

My login isn't working

If you've received the login email to Start your Alto journey but are unable to log in, in the first instance, please ensure that you click Create new account and follow the steps. Once you've done so, all future login attempts with your Email address and Password should prove successful.

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On the off chance you're still unable to login after following the Create new account steps, click Help in the bottom corner to contact Support and we will assist you.

I haven't received my password reset email 

If you've requested to reset your password and you haven't received the password reset email to your registered email address, we advise you check your email providers spam/junk folder in the first instance to see if the email is there.

We would also advise that you whitelist our email sender addresses to have a better chance of receiving our emails. Whitelisting is the practice of adding an email address to an approved sender list, so emails from that sender are never moved to the spam/junk folder.
For more information on how to whitelist Alto emails, click here

If after the above the password reset email still hasn't hit your inbox, click Help in the bottom corner to contact Support and we will assist you.

Alto configuration

I don't have a unique email for each of my staff members?

Unlike Jupix, each Alto user must have their own unique login Email address. This is important as not only does it enable access to Alto on a daily basis, but Alto’s user authentication system requires a working, unique email address to ensure the privacy and security of their Alto account.

We understand that not everyone will have their own email addresses, but each user will need to add an address that they can access the inbox of, to enable them to verify (once) and receive and action authentication requests, as well as password update information. In addition, Alto records change logs to help ensure the security of accounts. Having one Email per user enables Alto to know who did what and when.

 Note

Whilst it's not possible to use the same email address for all users, what you can do is create unique email addresses for all users by adding "+1" "+2" etc, to the end of a shared email address. For example, sales+8@zxyestate.co.uk.

This satisfies Alto’s need for unique, working email addresses to log in, whilst ensuring all emails sent land in your preferred central inbox.

If you have further queries regarding this, click Help in the bottom corner to contact Support and we will assist you.

I would like my staff to share their Alto logins, is this possible?

Unlike Jupix, each Alto user must have their own unique login Email address, rather than sharing one. This is important as not only does it enable access to Alto on a daily basis, but Alto’s user authentication system requires a working, unique email address to ensure the privacy and security of their Alto account.

 Note

Whilst it's not possible to use the same email address for all users and share Alto logins, what you can do is create unique email addresses for all users by adding "+1" "+2" etc, to the end of a shared email address. For example, sales+8@zxyestate.co.uk.

This satisfies Alto’s need for unique, working email addresses to log in, whilst ensuring all emails sent land in your preferred central inbox.

If you have further queries regarding this, click Help in the bottom corner to contact Support and we will assist you.

My Alto account information is incorrect, how do I make changes?

The information regarding your Alto configuration will have been taken from your Jupix account. It'll be broken down into Your companies, Your branches and Your users for you to review.

Our Support team can assist in making changes to your company and branch information, if required, but for any changes to your users' information, you can amend this yourself before proceeding.

 Note

It's your responsibility to make sure all this information is correct before migrating to Alto

I would like to add another company - Is this possible?

Our Support team can assist in adding an additional company to your group, if required, after the data migration has taken place.

Click Help in the bottom corner to contact Support and we will assist you. As a minimum, you'll need to supply the Company Name, the Company Number, and the VAT Registration Number (if applicable).

How do I add/remove a branch?

Our Support team can assist in adding/removing branches to your group, if required, after the data migration has taken place.

Click Help in the bottom corner to contact Support and we will assist you with the branch setup once you're up and running. As a minimum, you'll need to supply the Branch Name, Postcode, Branch Type (residential sales, residential lettings), Company Name, Brand Name and specify if the branch is the Primary branch, or just a new branch.

 Note

For any new user that is to be associated with a new branch, they should be added and assigned to an existing branch for the purpose of completing the migration. Once you're up and running with Alto, they can be re-assigned to the new branch

I would like to delete a user - How do I do this?

Users in Alto are the individuals who log into and use the Alto platform.

Due to your subscription fee being directly linked to how many users you have, you cannot delete users yourself via the migration portal, you can only amend their information. However, deleting users is something our Support team can assist with, if required.

If you've made any changes to Your users, i.e. their Name or Email, ensure you've saved them. Then, click Help in the bottom corner to contact Support and we will assist you. 

 Note

Please be aware that reducing your user numbers may increase the cost per user, resulting in you paying more for the Alto service. Our Support team will confirm this though if there's an increase when they're assisting you

I don't have a VAT number/My VAT number isn't showing?

Within Your companies, your company/companies will have their VAT number listed if it was entered within your Jupix account.

If your VAT number isn't listed and needs adding, or if it needs amending, click Help in the bottom corner to contact Support and we will assist you. As a minimum, you'll need to supply the new/amended VAT registration number, and once provided, Support can action this request quickly and have the Your companies section updated.

What does 'Brand' mean?

Within Alto, each of Your branches can have a default Brand assigned to them. This enables you to have different branches operating under different brands, if required. 

Each Brand in Alto enables you to store a variety of branding imagery to use for marketing, letters, brochures and other templates, i.e. unique brand stationery.

I would like to add another Brand, is this possible?

Our Support team can assist in adding an additional brand to your group, if required.

Click Help in the bottom corner to contact Support and we will assist you.

What are the assigned roles within Alto?

Within Your users, each user will have a Role assigned to them. This Role is determined based on the role the user held within Jupix.
For more information on each individual Role and the access each provides, click here.

If you would like to edit any of Your users, click the pencil icon to the right of the relevant users row. You can then edit the users Role, in addition to their other details. Click the tick icon to confirm. 

If you have further queries regarding assigning users the appropriate roles, click Help in the bottom corner to contact Support and we will assist you.

What is an Accounts User?

The Property Management and Accounts permissions within Alto are chargeable and require a Property Management licence for each user who needs them. Enabling Property Management activates the lettings side of Alto, whilst also giving users access to the Accounts functions within Property Management.

An Accounts user has access to the full Alto Accounts functionality. This includes the Accounts tab on the main toolbar for Opening Balances, Bank Reconciliation and Processing Payments. They'll be able to make payments, refund or receipt payments, and will also have access to all and anything financial on the Property Management Dashboard, i.e. the Landlords/Suppliers to Pay widgets.

Typically, these users are assigned the Property Manager with Accounts Role.
For more information on this Role and its access, click here

I would like to replace a user with another - How will this affect my billing?

Users in Alto are the individuals who log into and use the Alto platform. Your subscription fee is directly linked to how many users you have.

If you're replacing one user for another like for like, there will be no change to your billing.

However, if you're replacing one user with another and assigning them a different Role, there may be an increase to your subscription if it requires an additional license, i.e. needing a Property Management license.

We would advise you click Help in the bottom corner to contact Support in the first instance as they can provide billing clarification based on your group requirements.

Why do the users have red boxes around them?

Within Your users, if there's a red box outline around any of your users, this indicates that there are details missing from them.

Click the pencil icon to the right of the relevant users row to add or select details that are missing, then click the tick icon to confirm.

If you have further queries regarding this, click Help in the bottom corner to contact Support and we will assist you.

I cant click continue - Its greyed out. What do I do?

Please ensure all the information is correct before proceeding.

If you've made any changes to your users' information within Your users, please ensure you have clicked the tick icon to confirm these amendments.

If you have further queries regarding this, click Help in the bottom corner to contact Support and we will assist you.

Marketing materials

What do the Marketing Packs contain?

There are a total of 10 marketing packs to choose from, each providing a choice of modern designs. Each pack contains a selection of brochures and window cards at differing sizes, plus a browse sheet.

A letterhead template is included by default.

Within the portal, you can click on the thumbnail to view a detailed overview of each pack and what it contains.

What do I need to supply?

Within the migration portal, you will be asked to supply the following, where it is not already available;

  1. Logo: 300dpi print quality .eps or transparent .png file. Other formats such as .jpg, .jpeg will be accepted
  2. Letterhead: 300dpi print quality .pdf file, no less than 21cm wide, for an A4 document
  3. Primary Hex Colour: The primary colour from your company branding
  4. Secondary Hex Colour: The secondary colour from your company branding
  5. Font: Choose from a selection of fonts

What are my brand colours 'hex codes'?

A hex code is a hexadecimal way to represent a colour in RGB format by combining three values - the amounts of red, green and blue in a particular shade of colour.

It's important you supply us with the correct Hex code to match your branding. Your company will likely have brand guidelines supplied by your designers which specify the colour codes (the primary and secondary colours) used.

However, in the event they don't have brand guidelines, there are websites which can help you to identify any colour code from a website or image.
For more information on Capturing your brands colour codes, click here

How do I convert existing images from .jpg to .png?

You may need to convert the format of your images in order for them to upload successfully, i.e. from .jpg to .png. To do so:

  1. Locate the image on your computer or network (on Windows, it may be within your Pictures folder, or on a shared drive)
  2. Right click the image, hover over Open with and click Paint
  3. With the image open, click File
  4. Hover over Save as and click PNG Picture
  5. Give the copy of the image a new File name and click Save

I'm currently creating my new logo/rebranding - Am I able to replace these later?

Ideally, all final artwork should be supplied prior to template creation. However, if you do need to rebrand the templates at a later date, this is possible (via the request form here) but would be chargeable at an hourly rate and would need to be scheduled into our design pipeline.

Should you need to upload a better quality copy of your logo (i.e. if a high resolution copy of your logo was not available when your templates were first created), you can do so from within Alto.
For more information on Updating your publisher templates logo, click here

I'm unable to upload my Logo or Letterhead?

Downloading a Letterhead from Jupix and converting it to a .pdf format

  1. Click Admin on the main homebar
  2. In the dropdown menu, click Edit Documents
  3. Alongside the relevant letterhead document Template Name, click Edit 
  4. Click the word icon to open your letterhead document template
  5. If a popup message appears, click Ok
  6. Click the letterhead document template download at the bottom of your browser, to open it in Microsoft Word
  7. With the Microsoft Word document open, click File
  8. Click Save As
  9. Give the letterhead document a new File Name
  10. In the Save as type list, click .pdf
  11. Click Save

Supplying a Letterhead

Within the Brand details section, you'll need to supply:

  1. a copy of your Logo in a high resolution 300 dpi, in one of the following formats; .ai, .eps, .png, .jpeg, or .jpg
  2. a copy of your Letterhead in a high resolution 300 dpi .pdf format for use in the master letterhead template

If you have further queries regarding this, click Help in the bottom corner to contact Support and we will assist you.

How do you rebrand the marketing packs?

Once you've supplied us with your logo and the two colours associated with your branding, we can rebrand your selected template pack.

Where the Alto logo appears on our demo templates, we will replace it with your logo. Colours will be changed to match your brand, sometimes using other resources as a point of reference for consistency, such as your website.

Please see an example below of how one of our pre-designed templates might look once the branding and logo have been applied.

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The above example features Notting Hill Estates who supplied us with their logo and brand colours. They selected the Edge template pack.

The brand colours have been used throughout the design to create a strong sense of brand identity, whilst elegantly displaying the property on sale.

How many templates can I have?

During your initial migration to Alto, you’re able to choose 1 Marketing Pack per brand within the migration portal. Each Marketing Pack contains a selection of brochures and window cards at differing sizes, plus a browse sheet.

A letterhead template is included by default.

How will my letterhead be created?

We will create you a master letterhead template incorporating the supplied artwork you have supplied, i.e. a header, footer and any other design elements it may contain, such as watermarks etc.

Upon go-live, you will have the following selection available to use;

  • 1 branded letterhead template
  • 1 blank letterhead template
  • 1 continuation letterhead template

Can I have extra letterheads?

If after go-live you require additional letterhead templates to be created, please provide us with a 300dpi .pdf copy of each letterhead design you need converted into a template and our Design team can review this for you.

I would like my own set of standard letters added - Is this possible?

Alto has a fully functional letter editor, and comes with a set of standard letters for you to use at various stages through the property lifecycle. These letters can be edited ad hoc when you create them, or the main master template changed for all future occasions, to suit your own requirements.

One of your 'Post-Migration Tasks' once you're live on Alto is to tailor your letter templates. This is where you either create new templates from scratch should there not be a suitable template available, or, amend existing letter templates (where you remove or overwrite existing content).

 Best practice

If there are specific letters you used frequently on Jupix, you'll still have access to them for 30 days. During this time you can transfer them to Alto and simply copy and paste the content into new or existing letter templates.
If you're approaching the end of the 30 day access window and you haven't transferred all of your letters over, we recommend that you download and save copies of those letters as Microsoft Word files. You'll then be able to access them at your convenience and copy and paste the content into new or existing letter templates

Will I be able to request template changes before we go live?

Each Marketing Pack is delivered containing its default selection of templates.

The following permitted changes can be made to templates following proof;

  • Change of logo file (which doesn't require a rebrand)
  • Change of merge code (which doesn't require a change of layout or design)
  • Change of company contact information (address, telephone, email etc)

If you require a change that sits outside of the above, such as those listed below, an additional charge may apply. 

  • A rebrand, i.e. a change of logo that requires a new colour scheme throughout
  • A change of brochure layout/design
  • Additional brochures, packs or a change of pack
  • Bespoke brochures

If you have further queries regarding this, click Help in the bottom corner to contact Support and we will assist you.

 Note

Bespoke designs or amendments such as those above may not be possible within the standard 3 week migration period, and as such may not be available in Alto by your chosen migration date

What control do I have over template edits going forward?

One of your 'Post-Migration Tasks' once you're live on Alto is to tailor your letter templates with the fully functional letter editor. This is where you either create new templates from scratch should there not be a suitable template available, or, amend existing letter templates (where you remove or overwrite existing content).

Below are some Help Centre articles that you might find useful:

Creating a new stationery template
Creating an ad hoc letter template
Creating a new event driven letter template
Amending a letter template

We advise caution when editing any master templates that the Design team have originally created for you. Any breakages would not be covered without a potential charge to resolve.

If you are unsure and would prefer to avoid any mishaps, it's usually best to contact the Design or Support teams for their advice first.

If you have a broken template, please contact the Design team who will be happy to take a look and advise.

 Note

If you are aware your templates are currently being worked on by our design team, please refrain from editing the templates to avoid file conflicts

Can I change my template pack?

Once you have completed your migration request within the migration portal, the chosen template pack will be escalated over to the Design team for creation and it will not be possible to change your selection after this point.
Please think carefully about the design you choose alongside your business needs and property portfolio.

Can I create my own templates?

If you have completed Alto Brochure training, you may feel confident to create your own templates and this is an option available to you using the online Help Centre articles.

You’re also able to make one-off adjustments to a properties generated template without saving over the master template file.

However, we do strongly advise caution when editing any master templates that the Design team have originally created for you, because any breakages would not be covered without a potential charge to resolve.

If you are unsure and would prefer to avoid any mishaps, it's usually best to contact the Design or Support teams for their advice first.

I'm not ready to decide - am I able to come back later?

Up until the point of signing the contract, you'll be able to go back within the migration portal to change the selection on the Choose marketing materials page.

Training options

I want more information on the e-Learning training

The Alto migration experience includes comprehensive, mandatory, free of charge e-Learning and Video-style training via the Alto Learning Hub

The e-Learning consists of bite-sized interactive courses alongside on-demand Video content, which you can work through at your own pace. Fully responsive, our learning allows you to step through the training at a time and place that suits you with no time limit, and revisit the content at any stage to refresh your knowledge.

The training available and the completion time is as follows:

e-Learning Description Completion time
Foundation 1 This covers the basics of using Alto, from initial log-in through to creating a contact or property record and progressing a sale or let. 2 hours
Foundation 2 2 hours 15 minutes
Property Management This is recommended for lettings negotiators and property managers, and covers how to create and manage a tenancy. 2 hours
Accounts This is recommended for property and/or accounts managers, and covers how to use the accounting functions in Alto including setting up overseas landlord tax, processing deposits, receipting and reconciling payments and paying landlords 2 hours
Alto Extras - System Admin Essentials This is recommended for group administrators and senior managers, and covers how to configure company and branch settings, user roles and permissions, and the set up of standard paragraphs. 1 hour 30 minutes
Alto Extras - System Admin Property Management & Accounts This is recommended for group administrators and senior accounts managers, and covers how to configure NRL settings, statement and invoice remarks, and the sending of accounting documents 1 hour

In addition to the above, you also have access to the Alto Help Centre at any time to search for information.

Should you have any training queries, you can email us at altotraining@houseful.co.uk
For more information on the Alto Learning Hub, including FAQs, click here.

Can I enrol my whole team onto training?

All users can have access to the content on the Alto Learning Hub. It's free to register and enrol on all the content.

If we're notified of users who are decision makers, they'll be given manager permissions. This gives them access to My Team via the menu in the top left on the platform. From here, they can:

  • Add their team members
  • Enrol their team members on learning content
  • View an overview of their teams activity (course progress, last sign in etc)
  • Run training reports on their teams training enrolments and attendance


Should you have any training queries, you can email us at altotraining@houseful.co.uk
For more information on the Alto Learning Hub, including FAQs, click here.

Review and sign contract

Why have I got all these postcode licenses?

These are the amount of postcode licences we believe you currently need as each user will need one postcode licence each.

If you believe these aren't correct, or, if you have further queries regarding this, click Help in the bottom corner to contact Support and we will assist you.

The Total monthly fee is different to what we are paying?

We advise that you consider how many full Accounts licences you are using in Jupix against how many you are actually paying for. If you are using more, these costs will be reflected in the Total monthly fee amount moving forwards. As such, you may want to reduce the number of Accounts licences used. To do this, click Help in the bottom corner to contact Support and we will assist you.

When will my first and ongoing billing date be and can I change it?

The contract start date (billing date) is the date of your Alto activation.

Billing is scheduled for the 1st of every month - with the exception that, if your go live date falls in the second half of the month i.e. 26th August, the ongoing billing date would be 1st of the following month i.e. 1st October.

As we bill all customers on the same day each month, unfortunately we cannot amend your billing date.

Once I sign the contract, what happens next?

Once you click Sign your Contract, you will go on to Secure your data migration date. This is where you select the date for us to start transferring your data from Jupix to Alto. The process will usually take 24 hours, and once complete, you'll receive an email with your Alto login details.

Once you have used the calendar to select your chosen migration date, you'll move to the 'Progress Tracker' and be able to track your migration from there.

The e-sign page isn't working?

If you're experiencing difficulties using the e-sign page, please close the e-sign document window and re-open it.

If you encounter further difficulties, click Help in the bottom corner to contact Support and we will assist you.

Migration date

How do I plan my Accounts Opening Balances?

Opening Balances are the breakdown of ALL the monies you hold in your client account and, if applicable, deposit account. These will need adding into Alto to give you starting balances which reconcile precisely with these accounts.

One of your 'Pre-Migration Tasks' is to plan your Accounts start date and data. This is where you prepare some information from Jupix for when you are ready to start using the Alto Accounts functionality.

In preparation for adding your Opening Balances to Landlord, Property, Tenancy and Supplier records, you will need to:

  1. Choose a date shortly after your migration to close down your Jupix accounts to establish what your closing balance is
  2. Clear down your client account to its lowest possible balance to reduce the number of entries that you need to manually add into Alto
  3. Run Jupix reports in advance of using the Alto Accounts functionality

For more information on running Jupix reports in advance of using the Alto Accounts functionality, click here
For more information on Getting started entering your opening balances, click here

Can I add my agency account?

Once you're up and running with Alto, you're able to add bank details for your agency bank account.
For more information on how to do this, click here.

What are BACS payments​ and what format do I need?

BACS payments allow a file to be created within Alto which can be saved locally, and then be uploaded to your bank. Your bank will draw information from the uploaded file such as the Payee Name, Sort Code and Account Number, Payment Reference and Amount Payable. This will then transfer the payments for you with the clearance days agreed by your bank.

Alto contains a list of available file formats. Your bank will be able to advise you which BACS file format they require.
For more information on setting up BACS against your client account and making payments, click here.

Is there a charge for changing my website feed/api?

With Alto we include one free API feed. Therefore, a changeover of your website is not chargeable from an Alto perspective.

I have commercial properties - Will these be migrated?

Although Alto deals with commercial properties in a different manner to Jupix, the commercial properties will still be migrated over as commercial records. However, it's likely they'll sit within a commercial branch and be separate to your residential data.

How long will I continue to have access to Jupix for?

You will be able to retain access to Jupix for 30 days from the date of migration.

We cannot retain your data on the Jupix system for a period longer than 30 days from termination of the contract because, as a data processor of your data, we are obliged to comply with UK data protection laws which includes Principle (e) and Article 28 of the UK General Data Protection Regulation ("GDPR"). Pursuant to GDPR, Jupix Ltd ("Jupix") is obliged to: (i) adhere to the principle of "Storage Limitation"; and (ii) on termination of a contract we must return or delete all personal data (uploaded by the Client to their account) to the Client within a reasonable time frame. This means that we can only retain personal data for as long as it is required to provide the services to the Client and then to return it to them after termination - once a contract has terminated, Jupix no longer has a lawful basis to retain this data and we must action its return or deletion onto the Client's systems or a new provider's systems i.e. Alto. Accordingly, the Jupix Terms and Conditions (clause 13.4(c)) requires that following termination of the contract, Jupix is obligated to action the return or deletion of the data and we must do this within a relatively short period of time (ICO guidance is clear this should be weeks or months, not longer). In addition, as data controllers, our Clients are also subject to the above requirements and GDPR requires that data controllers must have a valid and binding contract in place with its data processors - clearly this is not the case after the Jupix agreement has terminated so by continuing to grant access to Jupix for a prolonged period runs the risk of our Clients breaching the Storage Limitation principle and Article 28 requirements.

To clarify, the Jupix and Alto systems are owned by different legal entities and the data uploaded to each of these platforms is stored on different servers meaning they are each independent data processors and so the fact they are part of the same Group does not get round the GDPR requirements listed above.

Track your migration

When and how can I access Alto?

Once we have migrated your data on your chosen date and tested it to ensure its accuracy, you will be emailed your login details to Alto. This is normally around 24 hours after the migration begins.

The first of your 'Post-Migration Tasks' once you're live on Alto is to Check your new Alto login details.

We haven't received our training logins?

If you haven't received your training logins, we advise you check your email providers spam/junk folder in the first instance to see if the email is there.

We would also advise that you whitelist our email sender addresses to have a better chance of receiving our emails. Whitelisting is the practice of adding an email address to an approved sender list, so emails from that sender are never moved to the spam/junk folder.
For more information on how to whitelist Alto emails, click here

If after the above the training logins still haven't hit your inbox, please contact our training team directly via email at altotraining@houseful.co.uk and they will be able to assist you.