When authorizing a mandate, some errors may come up at different stages of the process. These are the possible error messages, the reason for the error, and the action(s) to take.
Error Message | Meaning | Action |
The link is already used, and the mandate setup is complete. | The mandate setup link has already been used to complete the mandate setup. | No further action is required. If a new mandate needs to be created, generate a new link. |
The start date is already in use for an existing mandate. | There is an existing mandate on the account with the same start date that has not yet been approved. | Select a different start date and try again. |
Mono Sweep could not be set up because no supported linked accounts were found. | There are no eligible linked accounts available to set up the Sweep mandate. | Ensure the customer has a supported linked account and try again; If none, create an e-mandate |
Unable to fetch BVN details. | We were unable to retrieve the BVN details. This may be due to a temporary service issue. | Try again later. |
RC number does not match the account name, please check and try again. | The RC number provided does not match the business name associated with the account. | Check the RC number and account details, then try again. |
We couldn't find any matching records based on the information you provided. Please double-check the parameters you passed and try again. | The RC number provided is either invalid or does not belong to the business. | Enter the correct RC number registered to the business and try again. |
We couldn't find any matching records based on the information you provided. | No business records were found that match the information provided. | Double-check the RC number and other business details, then try again. |
BVN name mismatch with business shareholders | For mandates created on a business account, the authorizer's BVN details must match an active shareholder of the business. | Ensure the authorizer is an active shareholder of the business and try again. |
Additionally, please note that if a customer makes the DirectDebit authorization transfer via any means outside of Internet Banking, Mobile Banking, and Bank Teller, the mandate will not be approved, and it will eventually change to cancelled.
For clarity, mandates should not be approved using USSD, POS, or ATM channels.
NB: If you get an error that doesn't match any of the ones stated above, or still need some clarification, please reach out to [email protected].