Changing customer bank details
Please note:
- This feature is not yet enabled for all merchants. If you do not see the "update bank account" option, please follow the guide here to update your customer's bank details.
- Once enabled for your account, the feature will only be available for payers with a UK (GBP) bank account
- Joint accounts (that require two signatures) are currently not supported.
- This feature is not available for merchants who have Verified Mandates enabled.
When a payer wants to update their bank details, you can initiate the update directly from within your dashboard:
- Navigate to the Customers tab and click on their name
- On the customer’s individual page, click on the bank account listed under Bank accounts
- Click on the three dots in the top right corner and then click the update bank account option. A new window will open, asking you to confirm the action.
- Once confirmed, the customer receives an email with a unique link to update their bank details. Please note that the link is for one-time use only and expires after 24 hours.
- Once the link is clicked, the customer is directed to a page where they can enter and confirm their new bank details.
- Once confirmed, our system captures the new details and:
- Creates a new bank account
- Moves the mandate(s) to the new bank account
- Deactivates the old bank account
- The customer will receive an update via email to confirm that their bank details have been updated.
IMPORTANT: If your customer does not have a UK (GBP) bank account or has a joint account that requires two signatures, you will need to cancel their existing mandate and ask them to set up a new one.