A customer cancelled their Direct Debit
A customer can cancel a Direct Debit at their bank at any time. Their bank can also cancel it, for example when the account closes.
We emailed you that a customer's Direct Debit was cancelled
Likely cause: The customer or their bank cancelled the Direct Debit you saved for them.
Their bank account stays on their record, marked as no longer usable, and nothing more can be taken from it. Debits already on their way carry on. To keep taking payments, ask your customer to pay again by Direct Debit or by card, which sets up a new one.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
A subscription renewal couldn't be taken
Likely cause: The subscription's Direct Debit was cancelled, so the renewal can't be taken from it.
The renewal stays unpaid and the customer is emailed to pay. Ask them to update how they pay.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
The customer moved banks
Likely cause: When a customer switches bank, their Direct Debits move with them.
Nothing to do. The saved details follow the new account.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.