Support Guide
Verified: 2026-05-28100% complete

Mandate activation failed

Verified: 2026-05-28% complete
Customer's problem
The customer's mandate (auto-debit permission) is not activating and is stuck in Pending.
Quick fix
Ask the customer to approve the mandate in their bank app or through the bank's link. If it is more than 48 hours old, set up a new mandate.
đŸ—Ŗī¸ Say this to the customer
To activate the mandate, please approve it in your bank app or through the link your bank sent. For UPI Autopay, approve the pending request in your UPI app. If it has been more than 48 hours, you will need to set up a new mandate. No money is debited when a mandate is being set up.
ℹī¸ Mandate limits — remember

UPI Autopay mandates cap at ₹1 lakh (NPCI rule). eNACH (electronic NACH mandate) can go up to ₹1 crore, and is typically set to 5× the SIP amount. No money is debited when the mandate is set up — it is only a permission for future auto-debits.

👂 What the customer says

"My mandate isn't getting activated." / "Auto-debit setup failed." / "Bank mandate is still pending."

⚙ī¸ Background (agent reference — do not read to customer)

Mandate lifecycle: Create → Authorize → Poll → Active or Rejected. The user must authorize the mandate in their bank app or through a bank redirect. Two types: eNACH (bank portal redirect) and UPI Autopay (approval via UPI app). Authorization requests can expire if not acted on promptly.

đŸ—Ŗī¸ What to do & say
  1. After setting up the mandate in Perccent, you need to approve it in your bank app or through the link your bank sent you.
  2. For UPI Autopay: open your UPI app (Google Pay, PhonePe, etc.) and look for a pending mandate request to approve.
  3. For eNACH: you would have been redirected to your bank's website — if that page timed out or you closed it, you'll need to retry.
  4. Mandate authorization requests can expire. If it's been more than 48 hours, set up a new mandate through the app.
🔴 Escalation

Escalate to L2 if: the user has authorized the mandate in their bank app but it still shows as "Pending" in Perccent. L2 will check the mandate polling status and sync with BSE Star MF.