Troubleshooting Failed Stripe Direct Debit Payments
If a direct debit payment fails in Rechargly, it's usually because the customer's bank rejected the debit request. This article explains the most common reasons and what to do about each one.
Common reasons for direct debit failures
1. Insufficient funds
The customer's bank account didn't have enough funds at the time the debit was processed.
Wait 2–3 business days and retry the payment from the Invoices page
If the issue persists, contact the customer to confirm their account has sufficient funds
2. Account closed or invalid
The bank account linked to the agreement no longer exists or has been closed.
Go to Agreements and find the customer
Send them a new agreement link so they can update their payment details
For instructions on updating payment details, see How to update a client's BECS direct debit bank account
3. Bank rejected the debit (authorization issue)
The customer's bank has blocked the direct debit, often because the customer hasn't authorized it or has placed a block on third-party debits.
Ask the customer to contact their bank and authorize direct debits from Rechargly/Stripe
Once authorized, retry the payment
4. Mandate cancelled
The customer has cancelled their direct debit mandate with their bank.
You'll need to remove the payment method from the Customer profile in Stripe so that the customer can set up their direct debit again
5. No reason provided
This can occur when Stripe doesn't tell us why the payment method has failed. In this scenario, we suggest removing the payment method from Stripe and requesting that your customer sets up their direct debit again.
How to retry a failed payment
Go to the Invoices page
Find the failed invoice (it will show a "Failed" status)
Expand the invoice, select the Stripe logo
Click on the Charge customer to attempt the payment again
Stripe will process the retry. Allow 2–3 business days for BECS debits to clear
Still not resolved?
If the payment continues to fail after retrying and the customer confirms their bank details are correct, contact Rechargly support via in-app chat or email support@rechargly.com with the customer name and invoice number.