When a creditor admin changes the bank account on an active case, 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 a creditor admin has changed the bank account on an active case.
How you'll know
When a creditor admin changes the bank account on an Active, Paused, or Needs Additional Details case, you receive notifications in two places:
A task titled "Bank account updated on [Reference] - verify payment instructions" appears in your task list under the Case Updates tab
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 Received.
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.
Tips and additional context
Bank account changes only happen on Active, Paused, or Needs Additional Details cases. Closed and Pending Verification cases are unaffected.
Only creditor admins can change the bank account. Non-admin creditor users see it as read-only.
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.
The Payment Details modal is also accessible at any time from the Actions menu on the case page.
For background on the client-side flow that triggers this task, see Clients: How to add, update, and archive bank accounts.