Updating customer bank details
Payer bank details can be updated from the dashboard only if you have the appropriate features enabled.
For merchants that signed up after the 6th July 2023 or that have already been migrated to our new pricing plans, you will need to have the offline mandate feature enabled. This feature is accessible to all accounts on our new pricing plans, you’ll just need to request the feature be enabled for your account.
For merchants who signed up before the 6th July 2023 and are on our previous pricing plans, you will need to be on the Pro or Custom package and will also need to have custom payment pages enabled. Please see here for more on the process of enabling custom payment pages.
To determine your current pricing plan, kindly refer to this page. Further details about our new packages can be found on our Pricing page.
Once you have the required features enabled, you can update a customer’s bank details by cancelling their current mandate and creating a new mandate with their new bank details.
Please note: Cancelling a customer's mandate will cancel any associated subscriptions (created individually or by adding them to a subscription template). Once you have set up their new mandate, you will need to create a new subscription for them or add them to a subscription template again.
Cancel former mandate
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Click Customers or locate your customer via the search bar
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Select the customer
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Click on their bank account
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Click on the relevant mandate
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Click Cancel
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Confirm by clicking Cancel mandate
Create bank account
You should remain on the mandate page after cancelling their mandate. From there:
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Click on the customer name, and in the drop-down, select "Customer"
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Click the three vertical dots in the top right and click the Create Bank Account option
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Enter your customer’s updated bank account information
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Click Add bank account
Create mandate
You should remain on the individual customer's page after adding their bank account. From there:
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Click the three vertical dots in the top right and click the Create mandate option
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Ensure the correct bank account is selected and click Create mandate
Now that your customer is active, you can continue collecting payments from them.
Note: If you do not have the required features, you have a few options to update a customer’s bank details:
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You can cancel the Direct Debit mandate for the customer and get them to fill out a new Direct Debit form with their new bank details.
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For BACS (UK) payments only, the customer can contact us directly by dialling 020 8338 9540, and we will update their bank details over the phone.