N.B. all changes must be made more than 3 working days in advance of the collection date in order to take effect. 

Direct Debits:

If you are amending the amount or the payment date, go to the client’s account and select ‘Pay In’ from the Account Actions menu. Select regular payment and this will show you all existing regular collections in place. Make the relevant changes here and then review and submit. The client does not need to do anything but they will receive an email notification with the new direct debit instruction confirming the changes.

If you are amending the bank account a recurring payment is to be collected from, firstly remove the regular payment instruction via the 'Pay In' journey, and then go to the client record and select ‘Client details’. Amend the bank details here and then submit the changes. This automatically cancels the direct debit mandate, and the client will automatically receive an email prompting them to access their client portal, where they will be presented with a new direct debit mandate which they will need to accept electronically. A copy of the DDM can be found in the ‘Client Messages’ section of a client’s record. Finally, go back in to the 'Pay In' journey and set up a new regular collection instruction.

Bank Transfer/Standing Orders:

If you are amending the amount or the payment date, go to the client’s account and select ‘Pay In’ from the Account Actions menu. Select regular payment and this will show you all existing regular collections in place. Make the relevant changes here and then review and submit. Please ensure the client updates the standing order with their bank, as otherwise their next payment will not be auto-matched.

If a client’s bank details have changed and they wish to change their standing order to be paid from their new account, you will need to update their bank details in our system as again in order to auto-match, we will need the payment to come from the client's registered bank account. Go to the client record and then select ‘Client details’. Amend the bank details here and then submit the changes.