If a direct debit or standing order fails — typically because of insufficient funds — the transaction appears in your Transactions tab with a red 'Payment failed' label. The amount is reversed and your balance remains unchanged. We send an automatic email to the address on your account that same day.
What the dashboard shows
The Transactions entry shows the original scheduled date, the amount we attempted to collect, and the failure reason returned by your bank (for example 'Refer to payer' or 'Insufficient funds'). A banner also appears at the top of your account summary page until the missed amount is cleared. No other entries are added until a retry or a manual payment is received.
What happens next
We will attempt to contact you by email and, if we have one on file, by phone within one working day. You should arrange a manual transfer as soon as possible to clear the overdue amount. Once the payment is received, the failed-payment flag clears automatically and the banner disappears. Persistent failed payments may trigger a review of your facility, so it is always better to contact us proactively if you anticipate a problem before the due date rather than after a bounce.
Retry policy
We do not automatically re-present a direct debit after a failure, as a second attempt on an account without funds can incur bank charges for your company. Instead, we ask you to make a manual transfer or to contact us to agree the next step. This gives your company full control over when the funds leave your account.
We lend only to UK limited companies and LLPs, and the loan is to the company with no director personal guarantee. As business finance outside the consumer-credit regime, it is not covered by the Financial Ombudsman Service or FSCS.
See also: Can I reschedule a single repayment?, How do I get a payment receipt or confirmation?, What happens if my repayment date falls on a bank holiday?