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What happens if my Direct Debit fails?

What to expect if a Direct Debit payment is unsuccessful and how to get it resolved quickly.

We use GoCardless with Success+ enabled to manage all Direct Debit payments securely.
If a payment fails, GoCardless automatically retries the collection — you’ll have multiple opportunities to resolve it before any disruption occurs.

All invoices are issued via Xero, which includes our bank details for manual payment if required.

🚫 If Your Payment Fails

If your payment fails due to insufficient funds:

  • GoCardless will automatically retry the payment up to three times within a four-week period

  • Retries are optimally timed by GoCardless to maximise success rates

  • You can manually retry a payment — but only three total attempts (automatic + manual) are allowed

  • After three failed attempts, the payment will not be retried again

You’ll receive an email notification for each attempt, confirming the retry schedule and outcome.

⏸ What Happens Next

If your invoice remains unpaid:

  • We reserve the right to pause payroll processing, including all scheduled and ad-hoc runs

  • You will receive an overdue invoice reminder before any action is taken

  • Payroll will resume once the balance has been settled and confirmed via GoCardless or manual payment

This ensures compliance and smooth continuity for all clients.

💳 Manual Payment Option

If your Direct Debit fails, you can make a manual payment to prevent service disruption:

  1. Contact us to request manual payment instructions

  2. We’ll guide you through the process to ensure your payroll continues smoothly

  3. Once payment is received, your GoCardless status will update automatically in our system

👉 Contact us here

💡 Tip

  • Always ensure your Direct Debit mandate is active and linked to the correct account

  • Keep sufficient funds available before the scheduled payment date

  • Update your details promptly if your bank information changes

🤝 When We Can Help

Intelligent Payroll can:

  • Retry failed payments through GoCardless

  • Issue a new Direct Debit link

  • Confirm invoice or payment status in Xero

We cannot:

  • Process payroll while fees remain unpaid

  • Override GoCardless retry limits

📞 Need More Help?

If your Direct Debit has failed or your bank details have changed, raise a support ticket here:
👉 Contact us here