FAQs for customers paying through LotusPay

LotusPay helps merchants to collect recurring payments from your bank account via NACH Debit mandates

NACH Debit

What is NACH Debit?

NACH Debit enables businesses to collect recurring payments directly from their customers' bank accounts. This is done by asking customers to authorise direct debit mandates. These mandates can be physical or electronic (also known as eMandates). NACH Debit has replaced ECS Debit.

How do I set up NACH Debit

The merchant you wish to pay through LotusPay will need to provide you with an authorisation link, most commonly via email. Clicking this link will open a payment page for you to fill in with your details and submit.

Once active, we will then be able to charge your account according to the payment parameters set for you by the merchant.

Can I set up an eMandate on a joint account?

To set up an eMandate, you should be able to operate your bank account without requiring anyone else's authorisation. This means the mode of operation should be 'Either or survivor' or similar.

Can I set up an eMandate on a company/organisation account?

eMandates that are authorised by Aadhaar eSign are suitable for individuals. Most banks allow them for non-individuals too, but there is no hard and fast rule. Click here for more information.

How do I cancel an NACH Debit mandate?

You can cancel a mandate in one of the following ways:

  • Directly with your bank. Your bank will require written authorisation, although some banks may allow cancellation via their internet banking.
  • By contacting the merchant you're paying and request that they cancel it.

Making payments

How do I make a payment?

LotusPay processes payments through NACH Debit. This means you do not need to take any further action after authorising a mandate. Your merchant will take the payment directly from your bank account via LotusPay. You should ensure that adequate funds are in your bank account on the day of the payment.

How long does it take to process my payment?

Payments are created in our system at 12pm (noon) one working day prior to the charge date. If you need to cancel a payment, you should notify your merchant so that they can cancel it in our system. The cutoff time for cancelling payments is midnight of the night before the charge date. Providing your payment is not part of an ongoing subscription, we will notify you of the payment via email when it is created.

Your payment will be paid out to the merchant on the same day that the money is collected from your account.

I did not authorise a payment. How do I get a refund?

Please contact your merchant to get a refund.

Can I pay by credit card, debit card, netbanking or UPI?

LotusPay processes payments through NACH Debit only. If you want to use another payment method, please contact your merchant.

Identifying Payments

LotusPay is appearing on my bank statement. Who are you?

We help businesses and organisations to collect payments from customers like you. We do this through NACH Debit, a payment system created by the National Payments Corporation of India (NPCI) and regulated by the Reserve Bank of India (RBI).

Merchants use LotusPay to take authorisation from you for NACH Debit, and then to take payments against that authorisation.

Email notifications

What emails will you send me?

You will receive the following emails:

  • To confirm the setup of your NACH Debit mandate, or if the mandate should fail or is cancelled.
  • Payment notification, the day before a
  • If a payment is cancelled or fails.
  • When a failed payment is retried.
  • When a new subscription is set up. This will contain the frequency and amount. You will not receive an email notification before each subscription payment is collected.
  • If your subscription amount is changed or when a subscription expires or is cancelled.