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 has not been set to Expired.
Once restarted, the status in Access PaySuite will automatically update to Pending to Activate and it will move to Active once the instruction is received from Bacs.
📌Note: Before restarting a cancelled DDI or reinstating a contract, ensure you have the customer’s authority. If re‑signing is required, the method does not need to be the same as the original DDI setup. Reinstatement will resume scheduled payments and update the contract status to Active.
📌Note: Restarting a DDI after it has been cancelled follows the same processing timeline as setting up a new DDI. You must allow the minimum required working days before the next scheduled payment can be collected. If you are unsure of your organisation’s delay days, please reach out to our support team and request to speak to an agent.
Restart a cancelled contract within the customer panel
If the customer has cancelled their Direct Debit Instruction (DDI) with their bank but has since confirmed that they are happy for payments to resume, you are able to restart the DDI. To do this correctly and ensure collections can begin again, please follow the steps outlined below:
Click the Direct Debits tab on the left hand side.
Locate the relevant customer from the Customers/Contracts table.
Click the customer’s record to view their details.
Within the Contracts table, click the pencil icon for the relevant contract.
Under Amendment Type, select Reinstate Contract.
Click Reinstate Contact.
Restart a cancelled contract via Amend Contract
Click the Direct Debits tab on the left hand side.
From the Quick Actions panel, select Amend Contract.
Click Choose a customer and search by name, email address or reference.
Click Choose a contract and select the cancelled contract you wish to reinstate.
Under Amendment Type, select Reinstate Contract.
Enter the Reinstate Date.
Add a comment in the Reason for Reinstatement box.
Click Reinstate Contract.
Confirm the contract is reinstated
Once the contract has been reinstated, a confirmation message will be displayed to confirm that the reinstatement was successful. You can then verify the reinstatement by following the steps below:
Click the Direct Debits tab on the left hand side.
Locate the relevant customer from the Customers/Contracts table.
Click the customer’s record to view their details.
In the Contracts table, the status will be reflected as Pending to Activate.
Once the contract is showing as Pending to Activate, the DDI has been re‑submitted to the bank and will update to Active once processed.