How do I manage GoCardless / SEPA mandates?

Viewing Mandates
Accounts >> Mandates (German interface: Konten >> Mandate)

Re-sending an Onboarding Link for an Inactive Mandate
If a member's SEPA mandate is inactive or was rejected:

1. Navigate to Accounts >> Mandates.
2. Find the member.
3. Click Actions >> Delete to remove the inactive mandate.
4. Then click Actions >> Send Onboarding Link.
5. The member will receive an email prompting them to accept the new mandate.

⚠ The mandate must be deleted before a new onboarding link can be sent. Inactive mandates will block SEPA billing for that member.

SEPA + 4-Week Billing Cycle
SEPA direct debit mandates can be used with 4-week (28-day) billing cycles in Octiv. 
See Debit Order Subscriptions for setup details.

Options When a SEPA Payment Fails

• Send a payment link to the member to pay the outstanding amount directly.
• Cancel the invoice for this period and add the outstanding amount to the next month's invoice.
• Cancel the invoice, create a new invoice, and add it to an upcoming debit batch.

GoCardless Batch Fails on Public Holidays
GoCardless batches submitted on or spanning a public holiday (including Christmas Day) will fail silently. Check the batch status after the holiday and resubmit manually if needed.

Migrating from GoCardless to Stripe (Bulk SEPA Change)
To migrate all existing SEPA mandates, request a Non-Bacs Bulk Change from GoCardless support. GoCardless will upload a payer data file to Stripe's SFTP server and cancel all active mandates on the specified date. Export your payment history from GoCardless Dashboard before migration. Payer data files are retained for 90 days only.

Converting an Existing Debit Order Member to Debit Order Subscription
If a member is already on a standard debit order, you can move them to Debit Order Subscription. This requires GoCardless or Stripe Connect to be enabled as your payment gateway.

1. Open the member's profile
2. Select Debit Order Subscription as the new payment type
3. Choose the billing date (match their existing billing date to avoid confusion)
4. Click Submit

Their existing mandate will be converted and carried over — the member does not need to sign a new mandate.

Debit Subscription FAQ
Does this affect my existing debit order members?
No. Existing debit orders are not changed. You can choose to convert individual members to Debit Order Subscription at your own pace, or leave them as they are.

What's the difference between Debit Order and Debit Order Subscription?
Standard Debit Order works on its own fixed billing cycle. Debit Order Subscription ties billing to the member's individual billing anchor date, just like card subscriptions — allowing it to work with billing-linked packages.

Which payment providers are supported?
Debit Order Subscription works with Stripe Connect direct debit options (SEPA, Bacs, BECS) and GoCardless.

Do members need to sign a new mandate when converted?
If the member already has a signed mandate, it carries over. If they don't, they'll receive an email to sign one.

What happens if a member hasn't signed their mandate?
They won't be able to book classes — the same as the current debit order workflow.

Why was the Card Status column removed from Subscriptions?
Card statuses have moved to their own dedicated page (Accounts > Cards) to improve page performance and make it easier to manage card expiries separately.

Can I use Debit Order Subscription for non-billing-linked packages?
Yes. It works for regular weekly and monthly recurring packages as well as billing-linked packages.

Will my mandates page change?
No. All mandates continue to appear on the Accounts > Mandates page, regardless of whether the member is on a standard debit order or Debit Order Subscription.