Direct Debit mandates (authorisations)
Making a payment
Identifying a payment
A mandate (also known as a "Direct Debit Instruction" or "Direct Debit Request") is set up on a customer's bank account when a Direct Debit is authorised for a specific merchant, usually via our online form. An active mandate needs to be in place before any Direct Debit payments can be collected.
Most commonly we see this occur because the link has been opened and then copied from the browser URL address bar prior to being sent to the customer. The original link will need to be sent.
- Directly with your bank or via your online banking;
- By contacting the merchant you're paying and request that they cancel it;
- Or by submitting a ticket with us to request the cancellation.
Please note: GoCardless is unable to retry payments, or accept payment directly on behalf of merchants using the GoCardless payment service.
If you require a refund for a payment you’ve been charged, you would need to get in touch with the merchant you’re paying directly to organise this with them. GoCardless is unable to issue refunds at the request of payers.
- By contacting the merchant you're paying
- By submitting a ticket or sending an email to firstname.lastname@example.org. If emailing, please send your request from your registered email address if possible. Please ensure you include the current email address registered to your payments, your new email address and who your payments are being collected on behalf of.
The reference format as shown on customer bank statements varies between Direct Debit schemes, and will differ depending on the GoCardless package the business you’re paying is signed up to.
Please see here for more information on the reference format for each Direct Debit scheme.
Note: In some instances, certain banks may not provide the full reference provided and instead simply use “GoCardless LTD”.
Security is of utmost importance at GoCardless. We take steps to ensure customer data remains safe at all times:
- Our access to the Direct Debit system is provided by some of Europe's major banks, who have approved our systems
- All customer data is treated in accordance with European data protection laws, including the General Data Protection Regulation (GDPR)
- All client-server communication is 256-bit SSL encrypted
- We are ISO27001-certified and regularly perform internal and external security audits on all our systems and processes
- We will never share any data we collect from you with third parties for their own unrelated purposes, except as specifically needed to process your payments.
We are authorised by the Financial Conduct Authority to provide payment services as an Authorised Payment Institution. We serve more businesses than any other Direct Debit provider.
All money collected is held in a secure client monies account with either the Royal Bank of Scotland, Barclays Bank or SEB before being paid out to the merchant you're paying.
You can view our full privacy notice here.