Your direct debit usually fails because there aren’t enough funds in your bank account on the last working day of the month, which is when we actually collect the payment. If that’s not the case, it’s best to contact your bank for more details. In the meantime, pay the bill online straight away to avoid additional late payment fees.

If the payment isn’t made manually, the failed direct debit will carry over into your next billing cycle.

Also note that the app might still show the bill as paid, as we mark it mid-month to help you avoid late fees, even though the funds aren’t withdrawn until the end of the month.