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FAQs for customers paying through GoCardless
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 your mandate is active, we will then be able to charge your account according to the payment parameters set for you by the merchant.
My bank are asking me to whitelist payments to GoCardless. What does this mean?
Some banks may require you to approve or 'whitelist' the GoCardless Company ID. The Company ID is a unique identifier provided to GoCardless by the bank that we will use to process your payments.
If you are paying an organisation via GoCardless and your bank require this approval, please note that our Company ID is 0514670203.
How do I update the bank account I'm making payments from?
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?
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 email@example.com. 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?
A reference will appear on your bank statements in the following format:
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?