Notifications

Notifications are sent to you via email to let you know about upcoming payments or changes to your payment authorisations.

You can expect to receive the following notifications:

To confirm the setup of your Direct Debit mandate, if the mandate has failed or is cancelled.

Advanced notice of a payment due to be collected. The timeframe for this is sent varies between Direct Debit schemes.

If a payment is cancelled or fails. (Please note failure notifications are sent the next working day, after the charge date).

When a failed payment is retried.

When a new subscription (recurring payment) is set up. The email will contain information to let you know the amount of your payments and how often they are collected. (Please note that if your payments are part of a subscription you will not receive an email before each payment is collected).

If your subscription amount is changed or when a subscription expires or is cancelled.

If a merchant changes your registered email address.

If you are not receiving any notification emails, it is worth first checking your Spam or Junk folder to ensure it has not been diverted there. We would advise you to add ‘notifications@gocardless.com’ as a contact to ensure our emails are not blocked.

If you are still not receiving your notification emails, please raise a ticket with our Support team so we can investigate further. Please include the email address you registered against your Direct Debit authorisation.

If you would like to change your registered email address you have the following 2 options:

Contact the merchant you're paying so they can update these details for you

Submit a ticket or send an email to help@gocardless.com. If emailing, please send your request from your registered email address if possible. Please include the current email address registered to your payments, your new email address and who your payments are being collected on behalf of.