Add, change and delete client payment methods

Discover how to add, change or delete a payment method after a proposal has been signed!

Pat Kuo avatar
Written by Pat Kuo
Updated over a week ago

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 Use for all future invoices OR Replace payment method.

  • Use for all future invoices will apply the selected payment method to ALL 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.

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.

Otherwise, contact Ignition support.

Credit Card Expired

Enter a new valid credit card

Bank account invalid details

Double check your client’s account details and retry.

Otherwise, contact Ignition support.

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 your proposals

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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