Frequently asked questions

My customers had a price change last year/in 2021, will they be impacted by this migration as well?

Any customers that have had a price change triggered by GoCardless in or after December 2021 are not in scope for this change at the moment and they will be one of the last groups to be migrated. You will receive communication from us prior to any of your customers being contacted and migrated to new plans. 

What plan will my customers be on?

Each GoCardless merchant migrating to the new pricing plans will be made aware at least 60 days before the migration of their account as well as to which plan they will be moving to. We currently don't expose an endpoint or a way to check what plan a customer is on, however, they will be made aware via the communication.

Can this price change be delayed? 

We are not able to delay the move to new pricing plans. However, we will have a phased approach to migrating different customers and we will contact you before any of your customers are due to be moved onto a new plan.

How will I know which plan my customers are being moved to?

GoCardless will suggest a plan to each customer based on their current usage of the products and features. When GoCardless communicates the pricing and/or plan change to the customers, they will have the opportunity to opt-out of our suggestion and choose a different plan. Please note that customers will still be able to upgrade/downgrade their plan before each monthly billing cycle.

Can I choose what plan my customers will be on?

No, we will pre-select a bundle for your customers and they will have the option to choose a different one before they are moved to the new pricing plan.  Please note that, after the move,  customers will still be able to easily change their plan at any point in time providing that they do so before their next billing cycle.

Will my newest customers be impacted by this price change?

Any customer who has signed-up to GoCardless services after the 1st April 2023 will not be in scope for this price change until further notice. However, any customer who has signed up after 3 July 2023, will already be on the new pricing plans.

How will the plan assigned to my customers be selected by GoCardless?

We are assigning plans to customers based on the features they currently have access to and utilise, either through your integration or through GoCardless directly. 

How are we presenting the plans to our merchants?

We have prepared an attachment which will give your customers the full details of each plan we are rolling out. You can read this attachment along with the email explaining the changes in the follow-up email that we sent you on the 18th July. 

Will my merchants be able to choose which plan they move to?

We will assign a pre-selected plan to all customers which will be communicated to them 60-days prior to any changes, with reminders also sent to ensure they are fully aware of the updates. However,  they will have the option to choose a different plan before they are moved via a form in their official communication. Note that, after the move,  customers will still be able to easily change their plan at any point in time providing that they do so before their next billing cycle.

Can Merchants have a schedule of Direct Debit reminders?

For all notification queries, please head to the Customer Hub here.

Merchants can also review their payment timings by consulting the GoCardless dashboard to see when a payment is due to be charged. Please note that the timing of the payment will depend on the scheme involved. Bank holidays may also delay the charge date.