Occasionally, a client may wish to change their payment method if you are using Ignition Payments to collect for their generated invoices.
Whatever the reason may be, this is very easy to do in Ignition!
Manually adding new payment details
If your client has provided their new payment details, you can add their payment method in manually.
Navigate to any client and the Payment methods section will show in the Summary tab and the Billing Schedule tab.
Click + Add payment method → I'll add myself. Here, you will be able to enter and save either Direct Debit (if available in your region) or Credit Card details.
It's crucial to remember to update your payment methods accordingly once the new payment details have been registered.
Request payment details from your client
Alternatively, send payment method requests directly to any client or multiple clients at once. Ignition will send a branded email that directs the client to a customer-branded portal to provide their payment details. You will then be able to use that payment method to collect for current and future active services.
To send an individual request payment method notification, in the Clients tab select the client → click + Add Payment Method in the Summary or Billing Schedule tab → click Request from client → customize the payment settings and message → click Preview to view a preview of the client email → click Send request to send the notification to the client.
To send a request payment method notifications in bulk, in the Clients tab select client(s) → click Request payment method → customize the payment settings and message → click Preview to view a preview of the client email → click Send request to send the notification to the selected client(s).
Note: Clients that are sent a request for payment details will receive 3 email reminders, with 3 days between each reminder. These reminders will stop automatically when the client provides new payment details.
Payment retry email
If your client's payment method has failed, they will receive an automated email from Ignition notifying them of this.
Your client can then click View payment details to navigate to a page allowing them to add new payment details and use the new method instead.
Managing and changing client payment methods
You will be able to see what payment methods are currently being used in the Payments section within a client’s Summary tab or Billing Schedule tab.
Click Manage to view all payment methods on file, make changes and view activity.
The active payment methods are indicated by a blue In Use badge.
If a client wishes to update their payment details (e.g. an expiring credit card or a new bank account), you will first need to capture their new payment details by either adding it manually or sending the payment portal link.
Once this has been completed, remember to change the payment method to the new one that was recently added.
Changing payment method
To change a client payment method, click Manage → Click the three dots on a payment method → Select Set as default OR Replace payment method.
Set as default will apply the selected payment method to current and future invoices (i.e. all items in the client's Billing Schedule)
Replace payment method will replace invoices using that particular payment method with a new payment method of your choice.
Please note: If you set a default payment method, this will override all current and future invoices. If you want to maintain flexibility with different payment methods, you can still select different payment methods for specific transactions/services.
Once you are ready, remember to click Confirm to save the payment method changes!
Pro tip: If your client needs to update their credit card details, use "Replace payment method" to update their payment information!
Checking payment method logs
If you wanted to check a history of changes to a payment method, navigate to a specific client. Then, click Manage (under the Payment methods section) → Activity to check.
Ignition currently tracks payment method changes from users in your Ignition account and your clients.
The payment method activity log is a history of all changes relating to adding, replacing and deleting payment methods as well as any micro-deposit verification.
If you ever come across any errors in this activity log, please refer to the suggested action in the table below.
Payment method errors and how to fix them
Error | Suggested action |
Failed to setup bank account in stripe | Contact Ignition support for more information |
Unspecified reason for failure | Contact Ignition support for more information |
Direct Debit has been cancelled by the account holder | Contact your client and ask if they have cancelled their payment method. |
ACH Direct Debit has been cancelled by the account holder | Contact your client and ask if they have cancelled their payment method. |
Pre-Authorized Debit has been cancelled by the account holder | Contact your client and ask if they have cancelled their payment method. |
The account number specified does not have the correct number structure | Double check the account number is correct and doesn’t have any typos. |
Credit Card Expired | Enter a new valid credit card |
Bank account invalid details | Double check your client’s account details and retry. |
The customer’s bank account could not be located | Double check your client’s account details and retry.
Otherwise, contact Ignition support. |
Bank account closed | Enter new bank account details |
Bank account frozen | Enter new bank account details |
The customer’s bank account has been closed | Enter new bank account details |
Debit not authorized | Check with your client about authorizing their direct debit details |
The customer has notified their bank that this payment was unauthorized | Check with your client about authorizing their direct debit details |
Bank account restricted | Contact Ignition support for more information |
How do I delete an old payment method that's "in use"?
If your existing payment method shows "In use" and you'd like to delete it, you’ll be prompted to switch to an existing payment method or add a new payment method for the client.
Simply follow the steps outlined on the screen to replace it with a different payment method or you can add new payment details. Click Replace & delete when you’re done.
If a payment is currently being processed using that payment method, you will have to wait until that payment has been fully processed.
Changing specific payment methods on an active service
If you or your client would like to change payment methods for certain services (instead of all future invoices), follow these steps below depending on which proposal editing experience you are using!
Navigate to the specific client in Ignition → Services tab → Change → Select the new payment details as the preferred method.
Remember to update ALL the services that need to be on the new payment method!
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