Changing customer bank details
When a payer wants to update their bank details, there are several different options available depending on the location of the payer's bank account.
- Changing customer bank details for payers with a GBP bank account
- Updating customer bank details via the dashboard
- Additional options for updating customer bank details
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 use one of the options listed below 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 mandate and set up a new one, using one of the options listed below.
Updating customer bank details via the dashboard
You can update payer bank details directly from the dashboard (only if you have the appropriate features enabled).
Please note: 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.
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
- Click Customers or locate your customer via the search bar
- Select the customer
- Click on their bank account
- Click on the relevant mandate
- Click on the three dots in the top right corner and then on Cancel
- Confirm by clicking Cancel mandate
Once you have cancelled the mandate, you can now input the new details you’ve collected via the paper mandate or over the phone (Offline Mandates).
Please follow the instructions in this article on how to do this.
Additional option for updating customer bank details
If your customer does not have a GBP bank account or you don’t have the Offline Mandates feature enabled on your account, you can cancel the Direct Debit mandate for the customer and invite them to set up a new mandate.
Please note: If you have the “Changing customer bank details” feature enabled, we recommend that for payers with GBP bank accounts, you use this option.