If you’re already charging your customers via another Direct Debit provider, we may be able to move your existing customers’ mandates over to GoCardless for you.
Please note: This request is taken on a case-by-case basis and it is not guaranteed that you will be able to move your existing mandates over to GoCardless from a previous provider.
GoCardless must confirm details of payments taken via the previous provider. Such information may include:
- Your current Direct Debit provider
- Number of active mandates
- Average transaction size
- Payment frequency (e.g. monthly/annual)
- If you have valid email addresses for all customers
1. Create a GoCardless account (if you have not done so already)
2. Complete the verification process
Your details will need to be fully verified before you’re able to upload the bulk change file to import your customers’ details. If you would like more information on completing the verification process, please click here.
3. Contact GoCardless to request a bulk change
Once you have confirmed the information from step 1, please send an email to firstname.lastname@example.org letting us know you wish to begin the bulk change process.
4. Notify your customers
You will then need to send the notification email to all customers whose mandates you wish to move over to GoCardless.
This must be actioned no later than 10 working days prior to the transfer date.
You can see more information on notifying your customers here.
5. Confirm notification with GoCardless
Once all customers have been notified, please confirm this with GoCardless via your existing email thread. This email should include the following:
- Confirmation that all customers have been notified
- A copy of any notification emails or letters sent to your customers
6. Import PAD customer data
We will provide you with access to our bulk change import tool, and confirm the deadline that you will need to have completed the import process by. We will also confirm the date that we will create new mandates for your customers in our system.
You can see a step-by-step guide on how to import this information here.
GoCardless will verify and approve the uploaded details, before processing the creation of your customers' new mandates on the date agreed (and specified in the previous step). You will receive confirmation from GoCardless once completed.
7. Cancel mandates with previous provider
You will need to ensure that all previous (transferred) customer mandates are cancelled. If you're moving to GoCardless from another provider/bureau, they will need to perform this action on your behalf.
We recommend that this action is performed on the same date as the new mandates being created.
Here’s a checklist you can use to help keep track of where you are in the
🔲 GoCardless account has been fully verified
🔲 Requested a bulk change from GoCardless
🔲 Notified customers
🔲 Requested customer information from previous provider
🔲 Imported customer data to GoCardless dashboard
🔲 Cancelled mandates with previous provider