This article explains the steps involved if you wish to bulk change your customers’ active Direct Debit mandates from GoCardless to another Direct Debit provider.
The bulk change process usually takes around 3-5 weeks.
How to move existing mandates away from GoCardless
1. Contact our Support team
Send an email to help@gocardless.com to initiate the bulk change process. Please note that this email should be sent from the administrator email address of your GoCardless account.
2. Confirm the bulk change date
This is the date that you would like to move all existing mandates from GoCardless over to a new provider.
Please ensure that you stop creating any payments and cancel any active subscriptions at least 7 business days before the bulk change date.
3. GoCardless will send the bulk change documents to you via email
As of 2019, Bacs rules state that information regarding the bulk change process can be sent to you via email, rather than post.
Your new provider will then send these details to their sponsor bank to initiate the approval process. Our sponsor bank will then contact us so we can authorise the bulk change.
4. GoCardless will send you the customer data
Once we have authorised the bulk change and everything has been approved, we’ll send you a list of your customer data via an encrypted link. You will need to contact our Support team by phone to receive the password for the file.
The customer data will include the following:
- Customer name (first name, surname, company name)
- Customer reference
- Customer address
- Email address
- Sort code
- Account number
- IBAN
If your new provider requires any further details (for example, your customers’ payments dates and/or amounts), you can export this information via your GoCardless dashboard.
5. GoCardless will cancel your existing mandates
On the bulk change date, your customers’ mandates, that have been set up via GoCardless, will be cancelled. Any payments that have not been submitted to the bank will also be cancelled.
6. Your GoCardless account will be closed
Your GoCardless account will be closed 5 business days after the bulk change date. Alternatively, the account will be closed after your last payout, depending on which of these dates occurs first.
For Pro/Plus accounts, We will review the terms of your contract and advise of the next steps.