Reasons why payment may not have been taken
Please wait a few days to allow for bank holidays or any technical delays especially if it’s your first payment.
We might not take money from your account if you're sufficiently in credit. It's easy to check this:
- Open the EE app
- Go to Manage - Bills & Payments
Otherwise it may be that payment was refused by your bank. We'll let you know if there has been a problem. You will see on your next bill that we couldn't take the payment and that you may have to pay a late payment charge.
There are number of possible reasons your bank wouldn't let us take your payment:
- the bank account details we used didn't match with the bank
- there's not enough money in your account
- the payment was higher than a Direct Debit limit that you've set with your bank
- the bank has received a request to cancel the Direct Debit
- the bank account has been closed or transferred to another bank
Please contact your bank if you need more help with this.
Check your Direct Debit details
It’s easy to check whether your Direct Debit details are correct:
- Open the EE app
- Go to Manage - Bills & Payments
- Scroll down to See your Direct Debit settings.