Customer portal
View, cancel, or change bank details on an existing Direct Debit mandate
The customer portal is where the customer manages an existing mandate. It does not send a new invitation and it does not start a collection.
Management, not collection
Portal actions change the authority, not the next invoice. After cancel or change of bank, wait for the replacement mandate to become Active and give advance notice before collecting again.
What the customer can do
| Action | What it does | What it does not do |
|---|---|---|
| View mandates | Shows status and mandate reference | Does not take a payment |
| Cancel | Ends the Direct Debit authority | Does not refund a collection already taken |
| Change of bank | Starts a replacement mandate after a one-time passcode | Does not keep collecting on the old account |
Completing Direct Debit on checkout or an invoice does not log the customer into the portal. Confirmation emails may include an optional portal link for later status.
Cancel
The customer can cancel in the portal, or through their bank. If they cancel at the bank, RevKeen records the cancelled status when the bureau reports it. Do not collect on a cancelled mandate. Ask them to set up a new mandate only with their agreement.
Change of bank
Change of bank is a replacement instruction, not an edit of the old account number.
- The customer signs in to the portal.
- They start change of bank and complete the one-time passcode.
- They enter the new account on the hosted mandate page. RevKeen never prefills bank details.
- The new mandate must become Active before you collect against it.
- Do not collect on the cancelled or replaced mandate.
If another person must also sign the new account, the customer stops the online journey and contacts you for the paper route approved for your arrangement.
After a portal change
Give a new advance notice before the next collection. A change of account, amount, date, or frequency is a new schedule — do not rely on an earlier combined letter.
See Emails and notices for cancelled and active messages.