What do I do if a payment fails?
Short answer: Tell us and we will help you restart the payment. Your website stays live while we sort it out.
Steps
- Read the message from your bank or from GoCardless about the failed payment.
- Check that the account has enough money and that your Direct Debit
permission is still active.
- Email hello@sortedonline.uk from the
email address on your account. Give us the date of the failed payment.
- We check the payment with GoCardless and tell you what happened.
- We arrange a new collection, or ask you to set up the Direct Debit again.
What to expect
A bank can fail a payment for many reasons, such as not enough funds, a block on the account, or a closed account. A failed payment does not delete your website. We tell you before we change anything about your service. If you think the failure is a mistake, contact your bank as well as us. If you are finding the payments difficult, tell us early so we can help.
Still need help?
Email hello@sortedonline.uk from the email address on your account. Tell us what you expected and what happened.