Short answer
A direct debit may not go through for a couple of reasons:
There wasn't enough in your account or debit/credit card to cover the deduction. If this happens, we'll let you know the date we'll try the direct debit again. If it fails again, we'll cancel your direct debit and let you what's due.
Your direct debit may not be active yet. It can take up to four days from the date you set it up to activate. If it's longer than four days, this article explains how to check your direct debit to help diagnose the problem.
If you have electricity, natural gas, or centralised hot water and electricity, you can check direct debit details in My Account. For internet or LPG, contact us and we'll look into what's happened.
What you can do
Check direct debit details in My Account
Open the Payment settings screen in My Account or the Origin app.
Look at the Payment method section of the screen.
What to look for
If the screen shows:
Manual payment, you don't have direct debit set up
Manual payment, you don't have direct debit set up
Manual payment with a direct debit message above it, your direct debit isn't active yet
Manual payment with a direct debit message above it, your direct debit isn't active yet
Partial card details and an expiry date that's in the future, check that the card shown is the one you want to use
Partial card details and an expiry date that's in the future, check that the card shown is the one you want to use
Partial card details and 'Expired' with an expiry message above it, you will need to update your expiry date
Partial card details and 'Expired' with an expiry message above it, you will need to update your expiry date
Next steps
If you need to change or cancel your direct debit, see the Related articles below for instructions. But if your set up looks accurate and your direct debit wasn't deducted, email us or call 13 24 61 and we'll look into why it's not working.
Related articles