Contacting a merchant
GoCardless processes payments on behalf of other businesses and organisations.
Whilst we can help with certain queries, in most cases we recommend that you reach out to the merchant directly so they can better assist you.
The following queries should be dealt with by the merchant you’re paying:
- Changing your payment date
- Cancelling a payment
- Cancelling a recurring payment
- Cancelling a payment authorisation
- Setting up payment for additional or one-off services
- Setting up a new payment authorisation, if the existing one has been cancelled
- Changing any details of your account with them
- Requesting a refund
- Requesting to pay for your service in instalments
- Changing your email address or contact details
- Changing your address
- Querying the status of a mandate/payment
You will be able to find the merchant's contact details at the bottom of the automated emails we send you about your payments and authorisations.
If you do not know who you are paying via GoCardless you can use our payment lookup tool to find out who you’re paying and what for.
Contacting GoCardless
We can help you with the following:
- Cancelling a payment authorisation (mandate)
- Changing your email address or contact details
- Changing your address
- Updating your bank details (BACS (UK) only)*
- Flagging fraudulent payments
*If you are a UK payer, making payments through the BACS (UK) Direct Debit scheme you can either get in touch with our Support team via phone who will be happy to update your bank details. If you would like to do this, please call our Support team on 020 7183 8674.
Alternatively, and for all other payers, you can cancel your current Direct Debit authorisation and complete a new authorisation form with your new bank details. If you would prefer to do this, please get in touch with the merchant you're paying who will be able to cancel your current authorisation and send you a new payment form to complete.
You can contact us by raising a ticket here.