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.
Card payments in the portal are instant. Direct Debit is a scheduled Bacs collection: no money leaves the customer's account today, the mandate usually becomes active in about 3 working days, and collections are protected by the Direct Debit Guarantee. When a collection is already scheduled, the portal invoice does not offer Pay now by card — the customer should contact you if they need to settle by card before the collection date.
In the portal, Direct Debit is a section of Payment methods rather than a separate tab. The older /mandates address redirects there.
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 (Payment methods → Direct Debit) | Shows status, mandate reference, next collection date, and bank statement name when configured | 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 |
| Pay by card instead (on a subscription) | Moves the subscription to a saved card from the next payment, after the customer agrees the card can be charged for future payments | Does not charge anything now, does not cancel a Direct Debit payment already scheduled, and does not cancel the mandate |
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.
Pay by card instead
On a subscription paid by Direct Debit, the customer can choose Pay by card instead, pick one of their saved cards and tick that it can be charged for future payments. RevKeen records that agreement.
- Nothing is charged at the moment of switching.
- A Direct Debit payment already scheduled (the customer has had its advance notice) still goes ahead. The card is never also charged for that payment.
- Later payments are taken from the card.
- The Direct Debit mandate stays in place, so the customer can switch back. They cancel it separately if they want to.
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.
Developer route map
Merchant mandate and collection operations use merchant server credentials. Customer self-service uses a customer-scoped bearer session under /v2/customer-portal/*. The customer routes list/cancel mandates and perform re-authorisation through send-OTP, verify-OTP, and the action-bound verification token. They do not schedule a collection.
See Portal API integration for the exact sequence and token lifetime. Never bypass customer verification by replacing the portal token with a merchant key in browser code.
Owner: david · Reviewed 10 Sep 2026