A mandate (also known as a "Direct Debit Instruction" or "Direct Debit Request") is set up on a customer's bank account when a Direct Debit is authorised for a specific merchant. This is usually done via the GoCardless online form. An active mandate needs to be in place before any Direct Debit payments can be collected.
When will payments be taken?
Payments will usually be taken from your bank account on the 15th day of the month, or the next working day if this falls on a weekend. Your first payment may be taken on a different schedule, however you will be notified in advance of the date of this payment. No payments will be taken until after you have received your first invoice from us.
What will happen if I add additional products or users to my Virtual Cabinet Subscription or request additional services, will I need to sign up again or make a payment via bank transfer?
You won’t need to do anything. When you agree any additional services with us, this will be reflected in your invoicing and we will automatically make any changes needed to your upcoming GoCardless payments. You will be notified as soon as any changes are made to your Direct Debit monthly payment so that you know the payments that will be taken well before they leave your bank account.
How will I be notified of payments that will be taken from my account?
You will receive an email from GoCardless to confirm the initial set up of your Direct Debit mandate and, after your first invoice has been received, also the amount of your initial subscription payments. You will also receive a notification if any changes are made to your regular monthly payments, no less than 3 days before those payments are taken. If any payments will be taken outside of your usual payment schedule for any reason, you will receive a notification from GoCardless of this payment no less than 3 days before the payment is taken from your account.
Why am I not receiving any notification emails?
If you have not received a confirmation email after setting up your mandate it is worth first checking your Spam or Junk folder to make sure it has not been diverted there. We would advise you to add ‘firstname.lastname@example.org’ as a contact to make sure the emails are not blocked.
If you have still not received these emails, please contact us on email@example.com or call us on 0845 166 1165 and select option 3 for finance.
I will be using Cloud4VC to host my Virtual Cabinet System. Will I be invoiced and pay for both services together?
Our partner, Cloud2Me will invoice and collect payment separately from your Virtual Cabinet subscription. As a Cloud4VC customer paying by Direct Debit you will therefore need to set up two separate direct debit mandates, one for Virtual Cabinet and one for Cloud4VC. The Cloud4VC mandate is separate from the Virtual Cabinet GoCardless mandate and Cloud2Me will contact you directly to organise this.
I have a query about my invoice and would like to discuss it before payment is taken – what should I do?
You will receive your Virtual Cabinet invoices on or shortly after the first working day of each month. If you have any queries at all about your invoice, please contact us as soon as possible on firstname.lastname@example.org or call us on 0845 166 1165 and select option 3 for finance.