Dual signature authorisation
Please note: This step is only applicable to UK customers paying through the Bacs Direct Debit scheme and customers based in Republic of Ireland paying through the SEPA Direct Debit scheme.
Some customers may require more than one person to authorise a Direct Debit mandate to be set up on their bank account.
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How does a customer select a dual signature mandate?
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How does a customer complete the dual signature mandate process?
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How can a customer revert a dual signature mandate back to a single mandate?
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How can I check if a customer's mandate is pending customer approval due to a dual signature mandate?
How does a customer select a dual signature mandate?
Customers can deselect the option that I can authorise Direct Debits on this account myself when they complete the online mandate form.
If this box is unchecked, the next page will load step-by-step instructions on how to authorise the Direct Debit.
The customer will also be sent an email with a link to get back to this page should they close it or need to get back to it later.
How does a customer complete the dual signature mandate process?
1. Print paper agreement
This will allow them to download and then print the mandate form.
2. Sign and upload
The customer will then need to get the mandate form signed with all the relevant signatures and upload a scanned copy to this page.
3. Preview your upload, then submit
The scan that they uploaded will be previewed so that they can check it has uploaded successfully. The customer can then click Submit signed agreement to complete the mandate setup, after which point payments can be successfully processed.
If the customer has not yet completed this set-up you can send them a reminder email. Click here for further information on sending a reminder email to your customer.
The dual signature mandate page looks like this:
Please note: Once the customer’s mandate becomes active, all pending customer approval payments will process as normal. If payments have built up over a period of time, these payments will all be submitted at once.
We usually advise cancelling any outstanding payments prior to sending a mandate authorisation reminder in case this might cause an issue.
How can a customer revert a dual signature mandate back to a single mandate?
If the customer has chosen this option in error and more than one signature is not required to authorise payments, they will still need to follow the link - they can then choose to skip this step to complete the mandate setup.
The mandate will then revert back to a single mandate form, and their mandate will automatically be submitted once this option is selected.
How can I check if a customer's mandate is pending customer approval due to a dual signature mandate?
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Navigate to the customer's page in your dashboard and click on their bank account
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You will find the mandate beneath the details section. The mandate will a grey dot beside it. This shows that it requires further action before it can reach an active status.
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Click on the mandate reference to view in more detail
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You can confirm the current status of the mandate in the details section. (This can also be confirmed in the mandate history timeline beneath).