Merchant notifications

Your email to [customer’s email address] couldn’t be delivered

Direct Debit authorisation request email has bounced i.e. unable to be received by the customer's email provider.

[Customer name] just signed up as a new customer!

Customer has completed and submitted the online Direct Debit authorisation form.

[X number] Mandates cancelled

One or more customers’ Direct Debit mandates have been cancelled. You will need to click the link to view the customer name (s). Note: This could be actioned by the customer with their bank, the merchant they’re paying, or by GoCardless at the request of the customer.

A customer has created a mandate using your payout bank account details

We have detected that an online Direct Debit authorisation form has been completed to your merchant account using the same bank account details as your payout account.

You have exceeded the amount you are authorised to collect from [customer name] this month

You (the merchant) have tried creating a payment for a customer that exceeds the maximum amount that can be collected from that customer in a single month.

[X number] payment(s) failed

GoCardless has received notification from the customer's bank advising that their payment could not be charged. This usually happens 1 working day after the charge date.

[X number] payment(s) cancelled

Customer's payment has been cancelled. This can only be actioned when a payment is 'pending submission', and can be actioned by the merchant, or by the customer cancelling their Direct Debit.

[X number] payment(s) charged back

Customer has charged back one or more payments with their bank. GoCardless receives notification of this following the event, at which point the notification email is triggered.

Refund failed

A customer’s refund bounced and was returned to GoCardless. Once received, these funds are returned to your account balance.

Moving your GoCardless subscriptions to [Partner application].

Your GoCardless account has been connected to a Partner application. This email will only be sent if you have existing subscriptions assigned to active customers that were set up via the GoCardless dashboard, and provides a link to a guide for further information.

GoCardless has paid you [X amount]

A payout has been processed to you from GoCardless for the amount specified in the title of the email. This email provides a link to view the payout breakdown in your GoCardless dashboard.

You collected [X amount] in [Month]

Monthly payout summary (single scheme). This email provides a link to view payouts in your GoCardless dashboard. 

Your total payouts for [Month] are below

Monthly payout summary when collecting payments through multiple schemes. This email provides a link to view payouts in your GoCardless dashboard.

Payout bounced (manual notification)

Your payout was unable to be processed and the funds were subsequently returned to GoCardless. This could occur, for example, if your bank account has been closed.

[Admin name] has added you to the GoCardless account "[GoCardless account name]"

This notification is sent to the new user once they have been added by an existing account admin. They are required to create a password from a link within this email.

Reset your password

A password reset link has been requested for your User account email address. This email provides the link to create a new password.

Password reset (Your GoCardless account is disabled)

Notification sent when someone has requested a link to change your password but your GoCardless account is disabled. (An active admin of the account would need to re-activate your account before you can reset your password).

Your password has been updated

Confirmation that the password on your User account has been updated.

Your two-step sign in settings have been changed

Sent when the two-step sign in on your user account has been enabled, disabled, or the phone number has been updated.

Your email address has been updated

Confirmation that your User account email address has been updated.

We couldn’t find your account

You requested a link to reset your password but we couldn't find an account registered to the email address you provided.

Your GoCardless fees have changed

This email is sent in two instances:

1. Once you connect your GoCardless account to a Partner application that has a custom fee/transaction structure.

2. When you revoke access to the Partner application, resulting in your fee structure reverting back the usual GoCardless structure.