If a customer has set up a Direct Debit but no payment has been scheduled, this usually means the process was not fully completed.
During setup, a Direct Debit contract is created before the payment is confirmed, so it may appear that everything is set up correctly even though no payment has actually been requested.
As a result, the contract will be visible in Access PaySuite DDCMS, but no payment will be scheduled against it.
Payment not scheduled after setup
This applies when:
The customer has set up a Direct Debit
A contract is visible in Access PaySuite DDCMS
No payment is scheduled or the contract shows zero amounts
When selecting Pay by Direct Debit on a Xero invoice, the customer is taken through the following steps in the Middleware:
Complete the Create Contract page by entering their details.
Review and confirm their details on the next page.
Click Pay Invoice on the final screen to confirm the payment.
If the final Pay Invoice step is missed, the contract is still created but no payment is scheduled.
Fix the issue
Ask the customer to return to the invoice and complete the process:
Open the invoice.
Click Pay now.
Select Pay by Direct Debit.
Continue through the setup steps.
Click Pay Invoice on the final screen.
Once this step is completed, the payment will be scheduled against the contract.
If payment is still not scheduled
If the customer has completed the process and the payment is still not showing, check the following:
The correct contract is linked to the correct customer
The invoice is still open and valid
The email used in Xero matches the Direct Debit record
If everything above is correct, the invoice amount may be above your account’s collection limit.
📌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.