If an invoice is not being scheduled for collection in Access PaySuite DDCMS, this is usually due to an issue with linking, invoice setup, or processing timing.
Follow the checks below to identify and resolve the issue.
Invoice not scheduled
One of the most common reasons for an invoice not being scheduled is that it was approved in Xero before the customer was linked in the Middleware.
If this happens, the invoice will not be picked up automatically.
To resolve this:
Link the customer to the correct Direct Debit contract in the Middleware.
Open the invoice in Xero.
Make a small change (for example, update the due date).
Save the invoice.
The invoice should then pull through at the next 4pm processing run and create the payment in Access PaySuite DDCMS.
Branding theme
The invoice must use a branding theme that is configured for Direct Debit collection.
To check and fix this:
Review the branding theme on the invoice.
Update it to the correct theme if required.
Save the invoice.
The invoice will then pull through at the next 4pm run.
Direct Debit status
The Direct Debit contract must be active for payments to be scheduled.
Check the following:
The contract must be in an Active status in Access PaySuite DDCMS
If the Direct Debit has been cancelled, it will need to be restarted before any payments can be scheduled
Review the Contract Updates to confirm the status at the time the invoice was issued
If payment is still not scheduled
If the invoice is still not scheduled, check the following:
The invoice amount does not exceed your collection limit
The invoice has not already been processed and failed
📌Note: If the invoice amount exceeds your collection limit, the payment will not be scheduled. Please contact us via the Access Digital Assistant and request to speak with a member of our support team if you need to confirm or adjust your limit.
Invoice previously failed or bounced
If the invoice has already been collected and the payment failed, it cannot be scheduled again automatically.
To resolve this, you will need to either:
Void the original invoice and recreate it with a future collection date, or
Add the amount as an ad hoc payment and manually reconcile it once collected.