Help & Support

If you’re expecting to receive a payment by direct debit and it doesn’t arrive, it may not have been accepted by the payer’s bank. If that happens, you’ll see it in your transaction history as a direct debit dishonour. 

It can take up to two days after the transaction has been processed to see a dishonoured direct debit in your transaction history. You can also create a report that will show all the dishonours for each of your accounts.

Direct debit dishonours appear in the ‘Particulars’ field. A number next to the word DISHONOUR indicates why a direct debit has been dishonoured. There are eight possible reasons:

• DISHONOUR-01: Unauthorised. Your direct debit authority hasn’t been loaded at the payer’s bank.
• DISHONOUR-02: No Account. The account you’re trying to collect a payment from doesn’t exist.
• DISHONOUR-03: Insufficient funds. There’s not enough money in the payer’s account to collect the payment.
• DISHONOUR-04: Payment stopped. Contact the payer to find out why.
• DISHONOUR-05: Authority cancelled. The payer has cancelled your direct debit authority.
• DISHONOUR-06: Account closed. The account you’re trying to collect a payment from has been closed.
• DISHONOUR-07: Account transferred. The account you’re trying to collect a payment from has been moved (for example, if two companies merge and the customer number of the account has changed).
• DISHONOUR-08: Payment limit exceeded. You’re trying to collect more money than the payer has allowed for your direct debit authority.

What next

• Get our mobile business banking app 
• Find out about FlexiPurchase 
• Browse our everyday accounts