Hey there ​@dipakshah1511, welcome to Community!

Sorry to hear that. If the direct debit isn’t active, you will need to re-activate it via the iD Mobile app/website, or contact our live-chat to re-instate it for you:

https://www.idmobile.co.uk/live-chat

Thanks,

Tyler

The issue I have due to this error the payment was not made and the bank has mentioned this error was made by ID mobile as the mandate was not completed correctly and to add new direct debit was set more then 10 days prior to the date.

The bank has asked for a copy from ID mobile that the direct debit was set up and when it was set up.

Also I have already spoken to live chat whom are unable to provide this information as I complete the online direct debit change but I did it twice yesterday so they cannot see the direct debit that was set up in early November.

Hi ​@dipakshah1511 

We would only use the information that you give us to set up a direct debit, if you’ve given us the incorrect information then there may be issues such as this.

We’d recommend using the iD Mobile app to set up a new direct debit and ensure that the details used are all absolutely correct.

Tom

I put all the correct information and I did it through the app.

why is it they cant share the information used for the direct debit that failed?

as its odd how it came up with failure more then 10 days after it was set up.

regards

dipak

Hey there ​@dipakshah1511, sorry to hear that.

We cannot see the reasoning for a direct debit fail, we can only see if one has failed. You’d need to contact your bank to see if they can find out why it had.

Thanks,

Tyler