If you do not recognise a payment we have collected from your account we recommend using our Payment Lookup Tool to help identify it.
If for any reason, this doesn't return a result, please get in touch and we can provide you with some more information.
Every payment we collect is submitted to the bank with a mandate reference which can help us identify your payment. This reference is a mixture of letters and numbers and usually has a hyphen in the middle. Sometimes this reference will be displayed on your bank statement alongside “GOCARDLESS”, otherwise your bank will be able to provide your mandate reference to you.
If you're unable to obtain this reference, please ensure you provide us with the details of the payment, your full name, and the postcode of your billing address to help us locate your payment in our system.