Troubleshooting: Customer didn't opt in to Autocharge

For: Front office teams and Prommt account administrators managing Autocharge plans.

The customer received the Autocharge activation request, completed the payment — but didn't tick the Autocharge consent box at checkout. The payment went through correctly, but because consent wasn't given, no card has been stored and no Autocharge plan was created.

This is the most common Autocharge issue and is straightforward to resolve.

Go to View Payments and confirm the payment status shows as Paid. If it does, the payment is fine — the only missing piece is the card consent. No refund or adjustment is needed.

Go to Autocharge Plans and confirm there is no plan showing for this customer. If there is a plan showing as Pending, see Troubleshooting: Autocharge plan not activating instead.

You'll need to send the customer a new Autocharge activation request to capture their card. Choose the right plan type based on your situation:

If no further payment is needed right now — use a Zero Value plan Send a £0 / €0 Autocharge request. The customer enters their card details and consents to Autocharge — no charge is taken at this stage. Their card is stored for future use.

See How to create a Zero Value Autocharge plan for step-by-step instructions.

If a further payment is also due — use a Standard plan Send a Standard Autocharge activation request for the amount owed. The customer pays and consents to Autocharge in one step.

See How to create a Standard Autocharge plan for step-by-step instructions.

A few simple steps that significantly reduce missed consent:

Include a clear instruction in the payment description When creating the Autocharge request, use the description field to prompt the customer — for example:

"Please tick the card authorisation box at checkout to store your card for future charges."

Enable Make Autocharge Mandatory If Autocharge consent is always required on your account, go to Settings → Autocharge Plans and enable Make Autocharge Mandatory. When this is on, customers cannot complete checkout without consenting — the opt-out option is removed entirely.

See Autocharge Plans: settings and configuration for full details on this setting.

Send via both SMS and email Customers who receive the request on two channels are more likely to open it promptly and read the checkout page carefully. Select Both under Send Via when creating the request.

After the customer completes the new request and consents, the plan appears under Autocharge Plans with a status of Active. The Create Autocharge Payment option is available from the ... menu next to the plan when you're ready to charge.

The customer is reluctant to complete a second request. Reassure them the first payment is confirmed and nothing has changed on that transaction. The new request is solely to store their card — if using a Zero Value plan, make clear that no money will be taken at this stage.

The customer completed the new request but still didn't tick the consent box. Consider enabling Make Autocharge Mandatory in Settings → Autocharge Plans — this removes the opt-out option and ensures all future customers must consent before completing checkout.

I've sent multiple requests and the customer keeps missing the consent box. Try calling the customer and walking them through the checkout process in real time — ask them to open the link while on the call so you can guide them to the consent step.