How Your Customer Changes Their Payment Details for an Active Direct Debit

If your customer needs to update the bank account or card details linked to their active Direct Debit schedule, you can send them a Change of Account link via the Direct Debit page.

To do this, open the relevant Direct Debit:
Direct Debits > Search tab > search for the customer > click Apply > open their Direct Debit.

Next to the existing payment details, click Change.

From here, you can send the customer a Change of Account link via email or SMS.

Please note: A Change of Account link will be automatically sent to customers if an error occurs on their account or card (for example, payment stopped, lost or stolen card, or expired card).

Once the customer receives and opens the link, they will be prompted to update their payment details. They can enter either their BSB and account number or their credit or debit card details.

The customer will be required to review and sign to authorise the change. Once authorised, the new payment details will automatically update in the system.

The Direct Debit schedule will then continue as normal, with future payments deducted from the new account or card.