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I've missed a Direct Debit instalment. What do I do?

If you’ve missed a Direct Debit payment we’ll always contact you to let you know what’s gone wrong and what you need to do next.

If we can request the missed payment again

If your bank declined the payment you can do either of the following:

Let us take the missed payment again

We’ll try to collect the missed payment the following month. Before we do this we’ll write to confirm the amount and payment date.

All you need to do is check the bank details we hold for you are still up-to-date and make sure there’s enough money in your account.

If you’re struggling to pay we’ll do all we can to help.

Make up the missed payment yourself

If you pay monthly you can avoid a higher payment the following month if you pay the missed payment within a few days of receiving our letter.

Just sign in to see your licence and payment plan details and follow the on screen instructions to pay by debit or credit card. You’ll need:

If you paid the missed payment you’ll receive confirmation on screen and by email. Your payment plan will update to show any payments made, future payments and any new bank details entered.

If you need to speak to us, you can pay for your licence by phone.

If we can't collect the missed payment

We won’t be able to take your payment if:

  • you closed your old bank account without moving the Direct Debit
  • your Direct Debit agreement was cancelled by you or your bank
  • you’ve missed two or more payments.

If you closed your old bank account without moving your Direct Debit you can update your bank details online.

If you or your bank cancelled your Direct Debit

You’ll need to re-instate your Direct Debit unless you wish to change how you pay or need to talk to us because you’re struggling to pay.

To reinstate your Direct Debit and make up any missed payments by debit or credit card sign in to see your licence and payment plan details and follow the on screen instructions. You’ll need:

Further information


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