When a creditor admin changes the bank account on an active case - or a managing partner sets or replaces it on a case it manages - you receive a "Bank account updated" task and a matching action item on the case detail page. This guide walks through verifying the new account, reissuing payment instructions to the debtor, and marking the task done.
Goal
Verify the new bank account and reissue payment instructions to your debtor so payments reach the correct destination after the bank account has been changed on an active case.
How you'll know
When a creditor admin, or a managing partner handling the case for a client, changes the bank account on an Active, Paused, or Needs Additional Details case to a different account, you receive notifications in two places:
A Bank account changed on case task appears in your task list
A matching action item appears on the case detail page in the Action Items panel (open by default)
Both have a See new bank account button that opens the Payment Details modal with the updated account. The task has a 7-business-day deadline.
Steps
Step 1: Open the case
Open the task from your task list, or open the case directly from Cases.
The case detail page opens with the action item visible in the Action Items panel at the top.
Step 2: View the new bank account
Click See new bank account on the action item (or open the task and click the same button).
The Payment Details modal opens with the updated account: account holder, IBAN/SWIFT/local identifier, currency, and (for US accounts) the ABA routing number.
Compare the new details against any payment instructions you have already shared with the debtor.
Step 3: Reissue payment instructions to the debtor
This step is your responsibility. The creditor cannot update the debtor on your behalf.
If you have already sent the debtor payment instructions (in a demand letter, payment plan email, SMS, or any other communication), reach out to them with the new bank details.
Use whatever channel the debtor was last contacted on (email, SMS, postal mail, or your usual outreach method as appropriate).
If a payment plan is already in place, confirm the debtor will route future installments to the new account.
Tip: log this contact attempt as a call or note on the case so the audit trail reflects what you did. See How to log notes and call records on a case.
Step 4: Mark the task as done
From the action item on the case page, click Mark as done.
The task is closed in your task list automatically.
Result
The task is closed, the case continues with the new bank account, and the debtor has the correct payment information for any future payments.
If the case has no bank account yet
When an Active or Paused case has no bank account, request one from the case chat instead of asking for the details in a message:
In the case chat, click + in the message box and select Request bank account. The same option is suggested when you write a message that asks for the account.
Check the preview of the request and click Request bank account.
The request is posted in the case chat as a Bank account card marked Awaiting client admin. The client's admins get an email and a task to choose the account, whoever is assigned to the case. When an admin chooses it, the card shows Bank account chosen and you receive the "Bank account updated" task this guide covers.
Only one request can be open on a case at a time. If no admin can be reached for the client, the request is not sent and you are asked to contact Debitura support. The request never contains account details, and the client is asked not to send them in the chat.
If the case already has a bank account, the same option reads View account details and opens the account. No request is sent.
Tips and additional context
This task is only created for Active, Paused, or Needs Additional Details cases. A bank account change on a closed or Pending Verification case does not create it.
On the client side, only creditor admins can change the bank account; non-admin creditor users see it as read-only. On a case run by a managing partner, the managing partner can also set or replace the account, using the Set bank account action in Cases in Submitting mode.
Use the case chat to coordinate with the creditor if you need to clarify why the change happened or coordinate timing. See How to communicate with clients in Debitura.
You can also see the account at any time: select View account details in the Client bank account card in the case page sidebar.
For background on the client-side flow that can trigger this task, see Clients: How to add, update, and archive bank accounts.