Question

Why is my Direct Debit canceled each month?

Forum|Forum|4 days ago
May 15, 2026
1 reply
3 views

BigOla
Community Member

I pay for two iD Mobile accounts - mine and my son's - using the same bank details to set up Direct Debits. It works fine for me, but each month I get an email regarding my son's account saying the payment has been missed, so I have to do it manually then re-establish the Direct Debit. I even checked on the app that it was set up the day before payment was due and all the details were there - but come the next day, details gone and payment missed. Any ideas why this is happening and how to fix?

+10

Lamiya C
iD Mobile Employee
Forum|Forum|15 hours ago
May 19, 2026

Hi @BigOla,

Thanks for getting in touch. I’m sorry you’ve been having to manually fix this every month, I can understand how frustrating that must be.

Please try the following troubleshooting steps for your son’s Direct Debit:

Delete the existing Direct Debit instruction in the app
Re-add the Direct Debit using the same bank details
Ensure the setup is completed at least 5 working days before the payment date
Check your bank app to confirm the mandate appears as “active” or “pending”
Log out of the iD Mobile app, then log back in after setting it up
Update the iD Mobile app to the latest version before retrying
Avoid making any changes to payment details close to billing date, as this can cancel the setup

If the issue still continues after doing this:

Try setting it up via the website instead of the app
Or use a different browser/device

If it still keeps disappearing after that, let us know.

Lamiya

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