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How do I import my client mandates from another provider?

  • Updated

Switching SEPA Direct Debit providers doesn't mean starting from scratch with your client mandates. Qonto allows you to import your existing SEPA client mandates in bulk, so you can continue collecting payments without interruption.

When you transfer your mandates, Qonto automatically updates them with the required new information – such as your SEPA Creditor Identifier – during the first collection. Your clients won't need to sign new mandates, though you'll need to recreate any ongoing payment schedules manually in Qonto.

This feature is available to all Qonto users who have activated SEPA Direct Debit on their account, accessible via 💻 web app.

 

What do I need to know before importing my mandates?

Before starting the important process, ensure you have:

  • Your existing mandate data from your previous provider in a structured format. If you don't have this file, contact your previous provider's customer service and request a file to migrate your mandates.
  • Agreement on the transition date with your previous provider for when mandates will be transferred
  • Your new SEPA Creditor Identifier from Qonto (found in your Direct Debit settings)

☝️ Important: Ongoing payment schedules or subscriptions won't transfers automatically. You'll need to recreate these in Qonto manually after importing your mandates, but your clients won't need to sign new mandates.

⚠️ Migration note: When migrating from another provider, the mandate migration and SCI amendment becomes effective after you create your first collection with the migrated mandate on Qonto.

 

How do I inform my customers about the provider change?

SEPA Direct Debit rules require you to notify customers before switching providers.

Your communication must include:

  • The name of your new provider (Qonto)
  • Any updates to their mandate reference
  • Both your old and new SEPA Creditor Identifier
  • The effective date of the transition

Use your usual communication channels (email, newsletter, postal mail) to reach customers. Here's a template you can adapt:

Hello [Customer_name],

We're writing to let you know that [merchant_name] will now process SEPA Direct Debits through Qonto.

Your existing mandate remains valid, and no action is required from you.

Starting [effective_date], your future debits will appear with:

  • Creditor Name: [merchant_name]
  • Creditor Identifier: [new_creditor_identifier]
  • Mandate Reference: [mandate_reference]

Your SEPA Direct Debit rights remain unchanged.

If you have any questions, please contact [merchant_name] at [support_email].

 

How do I prepare my CSV file for import?

Download the CSV template directly from your Qonto app:

  1. Go to Business account → Incoming direct debit
  2. Click Manage client mandates
  3. Select Import and download the template

Your CSV file must meet these requirements:

  • File format: Valid CSV file, UTF-8 encoded, with all required column headers
  • File size: Maximum 15MB
  • Data quality: No duplicate clients (same name and email) or duplicate mandate references
  • Client type: Each row must represent either an individual or a company, not both

☝️ Important: Uploading this file will create clients and mandates. If you already have existing clients, make sure to use the same names and email addresses to avoid creating duplicates.

 

What information is required for each mandate?

Each mandate in your CSV must include specific client and mandate information.

For individual clients:

  • first_name and last_name – required
  • company_name – must be empty
  • email – required, valid format, max 256 characters
  • country_code – required, 2 uppercase letters (e.g., FR, DE, ES), must be a SEPA country
  • city – required, max 35 characters
  • locale – required, 2 lowercase letters (e.g., fr, de, en, es, pt, it, nl)
  • iban – required, must pass IBAN validation

For company clients:

  • company_name – required
  • first_name and last_name – must be empty
  • All other fields follow the same requirements as individual clients

Mandate details:

  • signature_date – required, accepted formats: YYYY-MM-DD or DD/MM/YYYY, must be a valid past date
  • unique_mandate_reference – required, max 35 characters, must be unique in your file and Qonto account
  • creditor_identifier – required, must follow SEPA Creditor Identifier format

⚠️ If you're amending the SCI (migrating from another provider): Use your previous provider's creditor_identifier in this field, as well as the original mandate.creditor_name. The migration to your new Qonto SCI will be processed automatically during the first collection.

 

What happens if my file contains errors?

After uploading your CSV file, Qonto validates all entries and processes the import.

If your file contains errors, you'll receive an email with a CSV listing any issues found. All successfully imported mandates will immediately appear in your Client mandates section.

Error codes and explanations:

  • csv_header_read: The CSV header could not be read. Ensure you are using the official template and that the file is a valid UTF-8 CSV.
  • csv_row_malformed: A row is malformed or contains invalid characters. Check for missing quotes, extra commas, or unsupported characters.
  • csv_invalid_columns: The row does not contain the expected number of columns. Ensure all required columns are present and correctly ordered.
  • invalid_email_format: Email format is invalid (example: name@example.com).
  • invalid_country_code: Country code must be 2 letters (e.g. FR, DE, ES).
  • invalid_locale: Locale must be a 2-letter code (e.g. FR, DE, EN).
  • city_too_long: City exceeds the maximum length of 35 characters.
  • umr_too_long: Unique mandate reference exceeds 35 characters.
  • invalid_creditor_id: Creditor identifier does not follow the SEPA Creditor Identifier format.
  • missing_client_name: Client name is required (either first/last name or company name).
  • both_individual_and_company: A client cannot be both an individual and a company. Fill either personal names or company name, not both.
  • invalid_iban: IBAN format is invalid.
  • country_not_sepa: The country code is not part of the SEPA zone.
  • sdd_not_enabled: The IBAN does not support SEPA Direct Debit.
  • invalid_date: Signature date is not a valid date.
  • future_date: Signature date cannot be in the future.
  • duplicate_umr: The unique mandate reference already exists in your Qonto account.
  • client_creation_failed: The client could not be created. Verify client information and try again.
  • internal_error: An internal error occurred while processing the row. Please contact support if the issue persists.

To fix errors:

  1. Download the error report CSV from the email
  2. Correct the issues in your original file
  3. Re-upload the corrected file

Your successfully imported mandates are already active—you only need to re-upload the rows that had errors.

If you need help during the import process, our support team is here to assist you : support@qonto.com.