If you have a Direct Debit set up and you had enough money for the payment, it may be either that your bank has not received the Direct Debit instruction, or it has been cancelled. A Direct Debit instruction needs to be in place with your bank to allow us to collect funds.
You can check you still have the instruction by:
Logging in to your account
From the left-hand menu, go to 'Payments'
On the Money in tab, you can see if a regular payment instruction is set up
We will try and collect next month's regular payment. However, we would encourage checking your bank account to see that it has successfully received and established the instruction on their side.
Need more help?
Our UK-based team is ready to answer your questions.
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Getting help in difficult circumstances
Please contact us if you’re having financial difficulties, navigating a difficult time in your life, or if your mental wellbeing is affected. This happens to many in these uncertain times. We’re here to help.
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