---
title: How do I manage direct debit mandates for my customers?
description: If your payment provider is London & Zurich or GoCardless, payments will be processed via customer direct debit mandates
---

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# How do I manage direct debit mandates for my customers?

## A Direct Debit Mandate is an authorisation from your customer for your organisation to collect payments from their bank account

When a user chooses to make payments through GoCardless or London & Zurich via the shop checkout or their online Thrive4 member account, they will need to set up a direct debit mandate (also known as a direct debit instruction or DDI). This mandate is necessary whether they want to make repeated payments or a single one-off payment.

*Example of an email confirmation your customers will receive when a new Direct Debit mandate has been created:*

![](https://help.thrive4.com/hs-fs/hubfs/image-png-Jun-23-2026-08-04-59-5564-AM.png?width=670&height=556&name=image-png-Jun-23-2026-08-04-59-5564-AM.png)

### Advance notice to customers

Every time a request is submitted from your organisation to collect a payment from your contact’s direct debit mandate, your payment provider will issue an advance notice to the customer to provide notice of the collection; an example of the notice emailed to customers is below.

Typically this notice will be sent to the customer 3 working days before the collection. The advance notice is a legal requirement and cannot be disabled.

![](https://help.thrive4.com/hs-fs/hubfs/undefined-Jun-23-2026-08-01-19-3181-AM.jpeg?width=670&height=516&name=undefined-Jun-23-2026-08-01-19-3181-AM.jpeg)

### Cancelling a mandate

GoCardless direct debit mandates can be cancelled via the GoCardless portal - more information is available [here](https://support.gocardless.com/hc/en-gb/articles/360034513833-Cancelling-a-customer).

It is not possible to cancel a London & Zurich mandate on behalf of a contact. The contact will need to do this through their Thrive4 MemberHub app or [online portal](https://member.thrive4.com) under **Account \> Settings \> Payment Settings.**

More information on how your customers can cancel their mandates can be followed [here](https://help.thrive4.com/joinin-user-guide-managing-your-saved-payment-methods?hsLang=en).

 

### Viewing active mandates

**Contacts page and timetable**

In **Contact management \> Contacts**, click ‘Manage columns’ and add ‘Active pre-authorisation’ to filter by who does or does not have an active direct debit mandate

This column can also be added in the ‘Advanced’ or ‘Manage’ tabs of a specific session within the **Timetable**.

**Invoices page**

In **Sales admin \> Invoices**, you can use ‘Manage columns’ to add the ‘Has pre-authorisation’ column.

### Customer mandate report

For an overview of your contacts’ active mandates, navigate to **Reporting \> Financial reports \> Pre-authorised payments**.

![](https://help.thrive4.com/hs-fs/hubfs/image-png-Jun-29-2026-11-11-12-9543-AM.png?width=670&height=134&name=image-png-Jun-29-2026-11-11-12-9543-AM.png)

You can export this report to Excel or send an email/SMS to the account owner using the 'Actions' button in the top-right corner.

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