Contacting support
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
- Flagging fraudulent payments
You can contact us by raising a ticket here.