Use these answers to help resolve common issues with retry settings and re-presenting failed payments.
Why can’t I see or use the Represent option?
The Represent option only appears for payments that meet the required conditions.
If it is not visible or cannot be used, the payment may no longer be eligible or is outside the allowed timeframe.
Why can’t I re-present a payment?
A payment can only be re-presented when all validation rules are met.
If it cannot be submitted, check that the payment is still eligible, the Direct Debit Instruction is active, and the payment has not already been processed.
Why can’t I select or use my chosen retry date?
Only valid collection dates can be used.
If a date is unavailable or not accepted, it may not be a working day or may fall outside the allowed retry window.
Why do I see a warning when saving retry settings?
The warning means your retry configuration may exceed the allowed timeframe.
Reducing the delay or number of retries will bring the settings back within valid limits.
Why didn’t my retry get created?
Retries will not be created if the payment does not meet validation rules.
This may be due to eligibility, date limits, or payment status.
Why is my retry not in the Bacs submission?
Retries are included automatically based on the selected collection date.
If it is not visible, it may still be scheduled for a future date or not yet within the processing window.
What do the payment statuses mean?
Pending means the retry has been created and is scheduled
Represented means the original payment has been successfully re-presented
Why can’t I access or save retry settings?
Retry settings are only available when the feature is enabled and valid values are entered.
If settings cannot be accessed or saved, the feature may not be enabled or the values may not meet system rules.
Can a payment be retried more than once?
This depends on your configured retry settings.
Once the retry limit or allowed timeframe is reached, no further attempts will be created.