If a customer cancels their Direct Debit Instruction (DDI) directly with their bank, the related contract may still be eligible to be restarted. A DDI can be reactivated within 60 days of cancellation, provided the payer’s status in Access PaySuite DDCMS has not been set to Expired.
Once restarted, the status in Access PaySuite DDCMS will automatically update to Pending to Activate and it will move to Active once the instruction is received from Bacs.
📌Note: When restarting a cancelled DDI, please ensure you have authority from the customer to do this. When re-signing up the customer, this does not have to be using the same method as the initial DDI.
📌Note: Restarting a DDI for a contract after it has been cancelled requires the same timeline as initially setting up the DDI. This means that you must allow the minimum required working days before the next payment collection date. If you are unsure of your set delay days, please contact the Access Digital Assistant and request to speak to a member of the Support team.
Restart a cancelled Direct Debit
If the customer has cancelled their DDI with the bank but you've subsequently received authorisation to start collecting payments again, you can restart the DDI by following the steps below:
Within the CUSTOMERS tab, find the customer by searching any of the fields.
Click View Customer the eye icon, this takes you to the customer’s PROFILE tab.
Click on the CONTRACTS tab.
On the contract row under Actions, click the green cog icon.
Select Reinstate from the dropdown.
Click Reinstate the Direct Debit.
Click OK.
The Contract Status changes to Pending to activate (0N in the queue to be sent) and the DDI is re‐submitted to the bank.