Setting up/cancelling automatic debit orders
1. I am having problems trying to set up an automatic debit order for an application. Why is this?
This could be because
- an automatic debit order has already been set up for this application
- the application is not recognised by the EPO's computer system
- you are trying to set up the debit order outside the EPO's opening hours, which are Monday to Friday, 08.00-18.00 hrs CET.
2. I am having problems cancelling an automatic debit order. Why is this?
Automatic debit orders can only be cancelled within the EPO's opening hours, which are Monday to Friday, 08.00-18.00 hrs CET.
3. How can I set up an automatic debit order for an application?
Go to the My.epoline portal -> Login -> Online Fee Payment -> Payment Plan -> New order -> enter application number -> check your order details -> confirm -> download/print PDF confirmation.
4. Is it possible to accidentally set up an automatic debit order twice for the same application?
No, this is not possible.
5. How can I cancel the automatic debit order for an application?
Go to the My.epoline portal -> Login -> Online Fee Payment -> Payment Plan -> select application number -> revoke order -> check your order details -> confirm -> download/print PDF confirmation.
6. Is it possible to cancel the same debit order twice?
No, the application will disappear from the list once the debit order has been cancelled, so it can no longer be selected.
7. How do I know if I have set up/cancelled an automatic debit order for a particular application?
If you set up an automatic debit order for a particular application, the application number will appear on the Payment Plan list after about 10 minutes.
If you cancel an automatic debit order the number will be struck through and will disappear from the Payment Plan list after about 10 minutes.
8. I have set up an automatic debit order for the wrong application. Can I cancel it immediately on the same day?
Yes, you can. Wait until the application appears on the list and then cancel the order.
9. We have more than one deposit account and I selected the wrong account number to set up an automatic debit order. Can I cancel the automatic debit order straight away, on the same day?
Yes, you can. Wait until the application appears on the list and then cancel the order.
10. Can I cancel an automatic debit order issued on one account and set it up again for the same application using another account?
Yes, but you can only use deposit accounts that are linked to your smart card.
11. How long do I have to wait for official confirmation from the EPO that my debit order has been cancelled?
The EPO will normally issue the confirmation within about 5 days. The actual date of delivery is dependent on the relevant postal services.
12. We do not use the automatic debiting procedure for any application but I can see some application numbers on the list. What should we do?
This is probably due to a data entry error. You can remove them by cancelling the orders.
13. Why can I not select applications that are displayed on different pages?
This is not possible due to the technical limitations of the portal software used.
14. Every time I go to a different page my previous selection is gone. Why is that?
Due to technical limitations it is not possible to maintain any selection you made on a different page.