Autopay enrollment and change

How do we enroll a customer in autopay or change it on a secure screen with the authorization captured and the mandate stored?

Make autopay an authorized mandate the customer sets up themselves. Callvu prefills the account, the bill cycle, the current payment methods as tokens and any autopay discount from the billing system, presents the autopay terms (the amount charged, the date relative to the bill, how to change or cancel, the notice before a variable amount), takes the card or bank details on a process-controlled screen outside the agent's view, verifies a new bank account where the rules require it, captures the recurring authorization with its required content and the customer's signature or affirmative action, and writes the mandate to the billing system with the token, the authorization record and the confirmation, applying the discount where one applies.

In scopeSimpleCallvu moves: prefill, chase and verify, write back

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Last updated November 7, 2026.

The problem today

The autopay was set up by an agent from a card read over the phone, with no authorization on file, and the customer disputed the first debit.

Today, without Callvu

Autopay is the carrier's favorite payment method and the customer's most common complaint: enrolled without clear terms, charged a variable amount without notice, hard to cancel, set up from card details an agent keyed. When the customer disputes a debit, the carrier cannot produce the authorization the bank rules require, and the dispute is lost.

The rules are specific: a recurring debit from a bank account needs a written or similarly authenticated authorization with the amount or the range and the timing, a copy to the customer, and advance notice when the amount varies; card data must stay out of the agent's environment; the customer must be able to stop the payments. The mandate belongs in the billing system with the token and the authorization record, not in an agent's note.

An autopay the customer authorized on their own screen is one the bank will uphold.

How it runs

From the requestto the system of record.

A customer wants to enroll in autopay or change the method or the date, from the app, the website, a bill's offer, a call or an AI assistant. Callvu identifies them and prefills.

Customer: Reads the terms, enters the payment details on the secure screen, authorizes and receives the copy.
Agent: Sends the link on a call and sees the enrollment's status, never the details.
Callvu: Prefills, presents the terms, captures and tokenizes, verifies, captures the authorization and writes.

Prefill
The account, the bill cycle and the bill date, the current payment methods as tokens, any existing mandate, the autopay discount and the eligibility are prefilled from the billing system.
Present the terms
The autopay terms are shown in plain words: the amount charged (the full bill, or a fixed amount with the balance billed), the date relative to the bill (a set number of days after the bill date), the advance notice when the amount varies, the discount and its conditions, how to change or cancel, and the consequence of a failed debit.
Chase and verify
The card or bank account details are entered on a process-controlled screen outside the agent's view and tokenized; a new bank account is verified by the method the rules allow (an instant account verification or micro-deposits chased until confirmed); the recurring authorization with the required content is captured by the customer's signature or affirmative action, and a copy is sent to them.
Write back
The mandate (the token, the amount rule, the date, the authorization record with its time) is written to the billing system, the discount is applied where it applies, the confirmation goes to the customer, and the first debit's advance notice is scheduled.

Where it ends: The customer enrolled or changed autopay on their own screen with the terms read and the authorization captured, and the billing system, the system of record, holds the mandate with the token and the proof. The Decision Trace shows the terms and the verification; the Audit Trace shows the capture (tokenized), the authorization and the write.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.

Regulations

PCI DSS: Card details entered by the customer on a process-controlled screen served outside the contact center and tokenized at capture keep the agents, desktops and recordings out of the cardholder data environment; the stored token is not cardholder data, and the security code is never stored.
NACHA rules on recurring consumer debits: A recurring ACH debit requires the consumer's authorization in writing or similarly authenticated, stating the amount or the range and the timing, with a copy provided to the consumer, retained for two years after termination, and the originator must give notice before a debit that varies from the authorized amount or range; a new account may be validated under the account validation rule for web-initiated debits.
Reg E (12 CFR 1005.10): Preauthorized electronic fund transfers from a consumer account require the consumer's written authorization with a copy, advance notice of ten days where the amount varies (or a range the consumer accepts), and the consumer's right to stop payment up to three business days before the scheduled transfer by notifying the bank.

Company policies

The customer reads the terms and enters the details themselves; an agent never sets up autopay from spoken details.
The authorization with its required content is captured and a copy sent, every time.
A new bank account is verified before the first debit.
The billing system holds the mandate, the token and the authorization record.

Controls

Prefill from the billing system.
Plain-terms presentation.
Secure capture with tokenization.
Bank account verification.
Authorization capture with copy.
Billing write with discount and notice scheduling.

Clocks and deadlines

Advance notice: Before a debit that varies from the authorized amount, within the Reg E and NACHA periods.
Stop payment: A cancellation takes effect before the next scheduled debit, with the bank notified by the customer where they choose.
Authorization retention: Two years after the mandate ends.

Documents and checks

The terms as presented
The authorization record and the copy sent
The verification result
The mandate in the billing system and the confirmation

In the Decision Trace

The terms and the amount rule chosen.
The verification method and result.

In the Audit Trace

The capture (tokenized) with time.
The authorization with time and method.
The write and the confirmation.

The handoff

Between the front doorand the back office.

The front door

The app, the website, the bill's offer, a call with a link or an AI assistant; the customer completes on a secure screen.

The back office

Billing runs the mandate; the agent queue loses the setup calls and the disputes have an authorization to show.

The Decision Desk

A bank account that fails verification, an enrollment on an account in collections or a repeated failed debit goes to the billing desk in the Decision Desk with the account and only the allowed outcomes.

Proof

In scope.Proof at scale, not one process at a time.

The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

AT&T runs close to 100 processes on Callvu, used by 55,000 agents.

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Questions

What buyers ask next,answered plainly.

What is in the authorization?

The amount or the range, the timing relative to the bill, the advance notice for a variable amount, and how to cancel, captured by the customer's signature or affirmative action with a copy sent, as the bank rules require.

Can an agent set it up?

The agent sends a link; the customer enters the details and authorizes on their own screen, which keeps the card data away from the agent and the recording.

How does the customer stop it?

By cancelling on the same screen before the next scheduled debit, or by notifying their bank under Regulation E.

Related processes

Payments during agent calls Billing requests and changes Payment arrangements Refund and overpayment request Try it in the sandbox All telecom processes

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