Direct Debit mandates
Making a payment
Identify a payment
What is a Direct Debit mandate?
A mandate (also known as a "Direct Debit Instruction") 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.
How do I set up Direct Debit?
Once active, we will then be able to charge your account according to the payment parameters set for you by the merchant.
How do I update the bank account I'm making payments from?
There are two ways you can update the bank account you make your payments from.
The first method is over the phone with our Support team. If you would like to do this, please submit a ticket
with "Update bank details" in the subject line and include your name, registered email address, and the best number to reach you on and we'll give you a call to update your bank details.
How do I cancel a Direct Debit mandate?
If submitting a ticket with us, please ensure you include the email address you've registered against your authorisation and the name of the merchant you're paying.
- 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.
How can I reinstate a cancelled Direct Debit mandate?
If you accidentally cancel your mandate, the best thing to do is contact the merchant you're paying directly and ask that they send you a new authorisation link.
Can I pay using a credit or debit card?
How long does it take to process my payment?
You’ve taken a payment I didn’t authorise. How do I get my money back?
Why do I have a Direct Debit set up when I was only making a one-off payment?
What if my funds don’t reach the merchant?
If, for any reason, the merchant you’re paying contacts you to advise that they have not received your payment, we recommend the merchant contacts us directly so we can investigate this further.
What emails can I expect to receive?
Why am I not receiving my notification emails?
How do I update my registered email address?
I've seen GoCardless on my bank statement. Who are you?
GoCardless process Direct Debit payments on behalf of other businesses and organisations.
These businesses and organisations create payments for their customers using our system and we then process these according to the parameters they have set.
How will payments appear on my bank statement?
How do I find out what company I’m paying?
What do I do if I believe I have been a victim of fraud?
How does GoCardless keep my details safe?