Direct Debit mandates (authorisations)
Making a payment
Identifying a payment
What is a Direct Debit mandate?
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.
How do I set up Direct Debit?
we will then be able to charge your account according to the payment parameters set for you by the merchant.
The best thing to do if you’re unable to open the online authorisation form from a link you’ve been sent is to get in touch with the merchant you wish to pay and ask that they send you a new link.
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.
How do I update the bank account I'm making payments from?
If making payments through the Bacs (UK) Direct Debit scheme, you can either get in touch with our Support team via phone who will be happy to update the bank account you’re making payments from updated for you. If you would like to do this, please call our Support team on 020 7183 8674.
How do I cancel a Direct Debit?
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?
If your payment has failed, the collection can be retried by the merchant you’re paying (providing your Direct Debit mandate is still active). Please get in touch with the merchant you're paying directly to request this. You will receive a notification email whenever a payment is retried.
Please note: GoCardless is unable to retry payments, or accept payment directly on behalf of merchants using the GoCardless payment service.
How do I obtain a refund for a payment I’ve been charged?
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.
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?
You can change your email address in the following ways:
- 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.
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?
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”.
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?
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.
Customers paying through GoCardless do not have a GoCardless account to access. If you require a breakdown of the payments you’ve made to a business through GoCardless, the best thing to do is contact the merchant directly to request this, or otherwise you will be able to view any payments made through GoCardless via your bank statements.