---
page_source: https://docs.juspay.io/card-mandates-sea/docs/card-mandate/troubleshooting--faqs
page_title: Troubleshooting & FAQs
---


# Troubleshooting



If you're experiencing issues with Card Mandate setup or execution, check the following:

## FAQs:

### 1. Gateway-Level Enablement

Ensure that the Card Mandate feature is enabled at the gateway level.

### 2. Dashboard Configuration

Confirm that the Card Mandate flag is enabled for the respective gateway in the Juspay Dashboard.

### 3. For Non-Juspay Checkout Implementations

If you're not using Juspay’s checkout page, make sure you follow the correct payload format as defined in the Integration Documentation.

### 4. Card BIN Eligibility

Not all card BINs are eligible for Card Mandates. Please verify BIN eligibility before initiating a mandate registration.




## FAQs



## FAQs:

### 1. UPI Autopay is enabled, but it's not working. What should we do?

First, check which **gateway**  processed the transaction. Then, make sure the **Card Mandate flag**  is enabled for that specific gateway in your configuration and payment method (as **UPI collect and UPI intent** ) under the **Mandates/Subscriptions**  section are enabled on that specific gateway. 

Also, review your **Priority Logic routing rules**  they may be affecting the flow.

### 2. Can a customer change mandate details after registration?

**No** . A mandate is bound to a specific merchant and issuer bank combination. If a customer wants to update any information such as the linked **bank account**  they must **register a new mandate.** 

### 3. How will we be notified if a customer revokes a mandate?

If the payment gateway notifies Juspay of the revocation, a **webhook notification**  is sent to your integration.

### 4. Who sends notifications to the customer?

Customer will be notified by the **issuing bank** . This flow is triggered when the Mandate execution API of Juspay is called.

### 5. Will mandate details be returned for failed or dropped transactions?

Yes. If a `mandate_id`is created at the payment gateway, the mandate details will be included in the API response even if the payment fails or is abandoned.

The mandate status may be:

* `CREATED`: Mandate initiated but not confirmed
* `FAILURE`: Mandate registration failed
* `ACTIVE`: Mandate successfully registered (only this status is valid for execution)

### 6. What if the mandate execution status remains in PENDING?

Execution status depends on the payment method, underlying PG and the customer’s bank.

* For C**ard Mandates** , execution is generally real-time.
* For**Netbanking** , the timing may vary based on the bank’s processing cycle.

### 7. How long to wait if the Recurring debit execution is in PENDING state?

It is recommended to wait for **72 hours**  period as the fulfilment window, considering some Banks have restrictions on non working days to trigger Pre-debit-notification or execute the recurring payment.

### 8. Can the payment succeed while the mandate registration fails, or vice versa?

**Yes** . There are edge cases where the transaction may be successful, but the mandate fails to register or vice versa. It is recommended to rely on the **mandate status**  parameter returned in the order status or webhook to determine the final outcome.

### 9. If the order amount of the mandate registration transaction is refunded, does the mandate remain active?

**Yes.**  Refunding the registration amount does not automatically cancel the mandate. The mandate remains in ACTIVE status **unless** **explicitly revoked by the customer or the merchant.**