If a Direct Debit payment request fails, you can retry the request up to three times from within your software in just a few easy steps. Let's take a look.

Retry a failed payment request

1. Click Customers, click the required customer, then click Direct Debit Manager.
2. When the failed payment requests message appears, click OK.
   
   Any failed payments or instalments show a status of Failed or Instalment failed. If the Retry column shows Y, it means you can retry the payment request. If the Retry column shows an N, you can obtain payment by another method or create a new invoice to send a new request.
   
   
3. To view the failure reason and the number of retries available, click the failed payment then in the status column click the arrow .
   
   

   TIP: To view details of failed instalments, click the item then click Review instalments.

4. To retry the selected payment request, click Retry failure then click Yes.
   
   The transaction status updates to Pending submission and the payment request is submitted again on the next available charge date, based on the customer's direct debit mandate.
   
   
5. To close the Manage Direct Debit window click Close.

For more information about dealing with payment request failures, please refer to our payment failure reasons guide.

TIP: To print a list of payment failures, in the Manage Direct Debit window click Failure report.

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