> ## Documentation Index
> Fetch the complete documentation index at: https://docs.clickpesa.com/llms.txt
> Use this file to discover all available pages before exploring further.

# CRDB Direct Debit FAQ

> Common questions about CRDB Direct Debit, Payment Plans, and mandates

## Activation

**Why can't I turn on CRDB Direct Debit?**

Complete [KYC](/dashboard/settings/kyc) first. Direct Debit also requires a one-time activation fee of **250,000 TZS**. See [Set Up CRDB Direct Debit](/crdb-direct-debit/setup).

## Mandates and accounts

**Can one CRDB account have multiple mandates?**

No. A debit account can have only **one mandate at a time**. Cancel or complete the existing mandate before requesting another.

**What phone number should I use?**

Use the customer's **CRDB SimBanking** mobile number for the debit account: 12 digits starting with the country code (for example `2557…`), without a `+`.

**What do REQUESTED, ACTIVE, REJECTED, and CANCELLED mean?**

See [mandate statuses](/crdb-direct-debit/crdb-direct-debit-overview#mandate-statuses) in the overview.

## Payment Plans

**Where do I create a plan in the dashboard?**

Open **Payment Plans** in the sidebar, or open a customer and use the **Payment Plans** tab. Guide: [Payment Plans](/crdb-direct-debit/payment-plans).

**What happens if a mandate is rejected?**

The related plan will not collect installments. Create a new plan only after resolving the rejection (and ensuring no conflicting mandate remains on the account).

**Can I cancel collections mid-plan?**

Yes, if the mandate is **ACTIVE**. Cancel from the plan details in the dashboard or via [Cancel Mandate](/api-reference/collection/crdb-direct-debit/cancel-mandate).

## API and webhooks

**Which application feature do I need?**

The application must have the **Collection API** feature enabled.

**How do I match installment payments to a mandate?**

Use `mandateReference` from the mandate status callback. On `PAYMENT RECEIVED` / `PAYMENT FAILED` webhooks, `orderReference` is that mandate reference, and `channel` is `CRDB DIRECT DEBIT MANDATE`.

**Are mandate status updates sent on the same webhook as payments?**

No. Mandate status changes go to the **`mandateCallbackUrl`** you supply when requesting mandate approval. Payment success/failure uses your configured [application or merchant webhooks](/home/webhooks).

## Notifications

**Will I get notified in the dashboard?**

Yes. Merchants receive notifications when a mandate is requested, approved, rejected, or cancelled. See [Notifications](/dashboard/notifications).

## Need more help?

Contact [support@clickpesa.com](mailto:support@clickpesa.com).