This article covers the automated notification emails sent by GoCardless following an event taking place. The tables below are separated according to the recipient's relationship to GoCardless.
Please note, the tables below assume the following:
- GoCardless is responsible for all notifications (this is the case for all GoCardless users except Pro merchants and merchants using Partners who have custom notifications enabled)
- The User (merchants only) has not deselected the option to receive new customer emails or failure alerts (see here for more information)
Select from the following to jump straight to the respective section:
Notifications sent to merchants
| NOTIFICATION TYPE | EMAIL SUBJECT | EMAIL DESCRIPTION |
|---|---|---|
| Welcome | Getting started with GoCardless | Initial email sent following sign up to GoCardless. It provides a link to verify your account with links to help documentation to get started. |
| Welcome to GoCardless | Initial email sent to new customers that have signed up to GoCardless via a Partner application. It provides a link to verify your account with links to help documentation to get started. | |
| Thanks for choosing GoCardless Plus! | Email sent when you upgrade your account to the GoCardless Plus package. | |
| Upgrade complete - welcome to GoCardless Plus | Confirmation email sent once your account has been linked to it's own Scheme identifier, so that your name can appear on customer bank statements. | |
| Onboarding / Verification | Complete your GoCardless account setup to receive payouts | This email is sent following creation of a new GoCardless account, prompting you to complete our initial verification process. |
| Verifying your GoCardless account | You will receive this email if we were unable to verify your business/organisation automatically from the information you provided in the onboarding flow. | |
| Verify your GoCardless bank account | You have added a new payout bank account for an active Direct Debit scheme on your GoCardless account. You are required to verify the bank account before any collected funds can be released. | |
| Your account has been verified | Confirmation the verification of your GoCardless account has been completed and you will now be sent payouts when due. | |
| GoCardless - Verify your account | This is triggered when we are required to undergo further checks on your account. This occurs as part of ongoing checks we're required to perform in order to comply with certain regulations. | |
| GoCardless - Your account is under review | This is triggered on a random basis, but occurs when a payment is due to be collected from a given customer for the first time. This occurs as part of ongoing checks we're required to perform in order to comply with certain regulations. | |
| Direct Debit | 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. | |
| Payments | 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 as so was returned to GoCardless. Once received, these funds are returned to your account balance. | |
| Subscriptions / Plans | 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. |
| Payouts | 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. | |
| Users | [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 a 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. | |
| Account | 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. |
Notifications sent to payers (customers)
| NOTIFICATION TYPE | EMAIL SUBJECT | EMAIL DESCRIPTION |
|---|---|---|
| Direct Debit | [Business name] would like authorisation to take payment from you | Merchant has sent a request to a customer to set up a new Direct Debit. The email includes a link to the online authorisation page. |
| Reminder: [Business name] would like authorisation to take payment from you | Reminder email triggered by the merchant to request the set up of a new Direct Debit. | |
| [Business name] has invited you to join [Subscription name] | Merchant has sent a request to a customer to set up a Direct Debit for the subscription (payment plan) specified. Once the authorisation form is completed, the subscription will begin automatically. | |
| Reminder: [Business name] has invited you to join [Subscription name] | Reminder email triggered by the merchant to request the set up of the Direct Debit and combined subscription (payment plan). | |
| You've set up a Direct Debit | Confirmation email sent upon successful completion of the online authorisation form by the customer, or when the merchant has created the customer (Pro package only). This email applies to both unrestricted and restricted mandates. | |
| Action required: complete your mandate setup with [Business name] - *Bacs (UK) only | Sent when the customer has selected that more than one person is required to authorise a Direct Debit on the online authorisation form. This email contains a link to the final step, with instructions. | |
| Your Direct Debit mandate could not be set up | Sent upon receiving notification from the customer's bank that their Direct Debit was unable to be set up. (Often we see this when a Savings account was used rather than a Current account). | |
| Your Direct Debit mandate has expired | Email sent when GoCardless receives notification from the customer's bank advising that their Direct Debit mandate has expired due to inactivity. (This can happen anytime after 13 consecutive months of no payments being charged). | |
| Your Direct Debit mandate has been cancelled | Confirmation of cancellation of your Direct Debit mandate with the specified business/merchant. | |
| Payments | New Direct Debit payment to [Business name] | Advanced notice of a payment due to be collected. The timeframe this is sent varies between Direct Debit schemes. Please see the relevant scheme payment timings article for further information. |
| Approve a new payment to [Business name] | If the customer has a restricted mandate, they are required to approve each individual payment created for them. This email provides the link to approve. | |
| Your payment to [Business name] has failed | Sent once GoCardless receives notification of payment failure from customer's bank - most commonly sent 1 business day after charge date, but can take longer on occasion (see: late failures). | |
| Payment to [Business name] cancelled | This notification email is sent when the merchant has cancelled the customer's upcoming payment. | |
| Reattempted Direct Debit payment to [Business name] | The merchant has retried a payment that previously failed to be collected. | |
| [Business name] has sent you a refund of [X amount] | Email notifying the customer that the merchant they're paying has issued a refund for the amount specified. | |
| Payment to [Business name] charged back | Notification advising the customer that their payment to the merchant named has been charged back by their bank and returned to the customer's bank account. | |
| Chargeback cancelled | The customer has cancelled their request to chargeback a payment to the specified merchant. (The payment will be returned to the merchant via GoCardless). | |
| Subscriptions / Payment plans | You've set up a Direct Debit subscription | Sent to the customer upon creation of their new subscription. |
| Set up a new subscription to [Business name] | Request to approve a new subscription, sent to customers with a restricted mandate. | |
| Your subscription to [Business name] has been updated | Notification advising the customer that the merchant they're paying has updated the amount being charged for their subscription. | |
| Your subscription to [Business name] has been cancelled | Sent following the merchant's cancellation of the customer's subscription. | |
| Your subscription to [Business name] has finished | Sent to the customer upon expiration of their subscription. Only applies to subscriptions with a defined end date / fixed number of payments. |
Notifications sent to partners
| NOTIFICATION TYPE | EMAIL SUBJECT | EMAIL DESCRIPTION |
|---|---|---|
| Application build phase | Next steps to go live with your app [your App name] | Email provides a link to complete the self-assessment required before a new Partner application can go live. |
| Your app has been approved! | Confirmation that GoCardless has approved your Partner application. | |
| Payouts | Payout processed | A payout (of either your revenue share or collected integration fees) has been submitted to your payout bank account. |
| You earned [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 fees via multiple schemes. This email provides a link to view payouts in your GoCardless dashboard. |