Our system is automatic, so if the repayments are not coming out on the due dates, there are a few things you will need to check before contacting us.
Have you checked your repayment dates? Make sure you are familiar with the dates so you don't miss a repayment.
Have you got the right card linked and set as your default repayment card? You can check on this in your account under "Saved Cards".
Have you got the correct funds available in your account ready for the debit? Our system can attempt to take the funds at anytime on the due date of your repayment and this means that your account could be debited very early in the morning or later in the afternoon or night. You can always log into your account to make a manual payment if that is the case.
On rare occasions, it's possible your bank has stopped the repayment from being taken - this usually happens if you have been using your card a lot for different websites and purchases as fraud protection. So you can always call your bank and ask if this is the case, or you can email us at firstname.lastname@example.org and we can check the decline code your bank has sent to us and let you know what's happened.