India's new regulations for recurring payments

What is happening?

On October 1st, 2021, an e-Mandate went into effect, introducing new payment regulations that require additional authentication to protect customers’ automatic credit and debit card payment transactions.

Any recurring payments made on cards from non-compliant banks are automatically declined.

Who is affected?

All customers, including 3D Secure (3DS) customers, using Indian-issued bank debit or credit cards may be affected.

What action do you need to take?

You first must enroll with your bank according to the bank’s specific enrollment process.

After that, visit your Account Management page from your desktop. Navigate to the Billing tab and edit your payment method. Update your current payment to a debit or credit card that supports recurring payments with one-time password (OTP) authentication. The following cards are supported:

  • Axis Bank - Visa credit, Visa debit, Mastercard credit, Mastercard debit

  • Citibank - Visa credit, Mastercard debit Mastercard credit

  • HDFC Bank - Visa credit, Visa debit, Mastercard credit, Mastercard debit

  • ICICI Bank - Visa credit, Visa debit, Mastercard debit

  • SBI Bank - Visa credit

  • Kotak Bank - Visa credit, Visa debit

  • Bank of Baroda - Visa debit

  • IDFC Bank - Visa credit

  • Yes Bank - Mastercard credit

  • RBL Bank - Mastercard debit

Once you complete those actions, you should receive an email or SMS communication from the bank. A single OTP authorization is needed for all auto-payment transactions.

If you're having trouble finding the OTP notification or with the authorization process, contact the support team of your card-issuing bank.

Will you need to authorize the payment every month for monthly subscriptions?

After your Webex authorization is complete (see What action do you need to take?), all charges up to ₹15,000 will be charged to your card automatically every month. For charges over ₹15,000 monthly, an explicit authorization is required each month. This usually comes in the form of an OTP from your bank. Please follow your bank’s guidelines for more clarification. You can also contact us for further information.

Annual/yearly plans follow the same requirements as monthly plans. After enrolling in auto-pay, for charges up to ₹15000, you will be notified by your bank before the next charge. All annual plans of more than ₹15,000 per charge will be renewed only with an explicit OTP authorization.

How long do you have to update your card before your services are disrupted?

You have 15 days from your last renewal date to start using a card that supports the new e-Mandate. If the correct payment method is not updated in Account Management within 15 days from your last renewal date, your account will be downgraded to the Free Plan.

What happens if you try to use cards from banks that aren’t compliant with the e-Mandate?

Currently, any payments by credit cards from non-compliant banks display an error and fail. If you do not use a payment method from a compliant bank within 15 days from your last renewal date, your account will be downgraded to the Free Plan. We are currently working on additional solutions and will make any relevant announcements when ready.