There are two possible scenarios where a mandate could not be terminated:

  1. The mandate has recently been created (within 5 days)

    • Although the mandate can be seen in the customer account, the enrolment report has not been received - the mandate is not active, therefore cannot be terminated.

  2. There are rules set against the mandate

    • The “Date Period” rule sets the period from the effective date in which the mandate cannot be terminated.

    • To change the rules set for a specific mandate, follow the steps here.