Support Guide
Verified: 2026-05-28100% complete

SIP not debited

Verified: 2026-05-28% complete
Customer's problem
The customer's SIP did not debit this month.
Quick fix
Check the mandate (the bank's auto-debit permission). If the mandate is not Active, the SIP will not debit.
❓ First ask

"What is the mandate status in the app — Active, Pending, or Rejected?" — A SIP can only debit when the mandate is Active.

Steps — what to do

  1. Ask the customer to open the app and check the mandate status. A mandate is the bank's auto-debit permission.
  2. If the status is Active or Approved, the mandate is fine.
  3. If the status is Pending, ask the customer to approve it in their bank app or through the link the bank sent.
  4. If the status is Rejected, ask them to set up a new mandate from the app.
  5. If this is the first SIP installment, the customer may have to pay it separately as a one-time payment — confirm whether that first payment went through.
🗣️ Say this to the customer
Your SIP needs an Active mandate to auto-debit. Please check the mandate status in the app. If it is Pending, approve it in your bank app and the SIP will start.
✅ Do
Ask the customer to check the mandate status in the app themselves. If it is Pending, walk them through approving it in their bank app.
⛔ Don't
Never ask for UPI PIN, OTP, or bank login. Do not claim the mandate will activate on its own — it requires the customer's approval.
🔴 Escalate when

The app shows the mandate as Active / Approved but the SIP still did not debit. Escalate to L2 — they will check the SIP schedule and the BSE Star MF mandate integration.

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

SIP auto-debit requires an active mandate (eNACH (electronic NACH mandate) or UPI Autopay). If the mandate is in pending or rejected state, the SIP installment cannot be debited. Also check the FoT (First of Transaction) flag — if generateFirstInstallmentNow=true, the first installment uses a separate one-time payment path instead of the mandate.