Direct Debit Suspended or Invalidated – What to Do

If your Direct Debit (DD) payment method has been suspended or invalidated, this means that Direct Debit payments are currently unavailable on your account. This can happen if:

• your bank or our payment provider blocks further debits following a failed or disputed transaction, or
• if Remote has temporarily restricted the use of Direct Debit

To avoid delays, invoice blocks, or service interruptions, please follow the steps below.

What you need to do

1. Email the required information

Please email the documentation below to collections@payments.remote.com so we can review and unblock your Direct Debit setup.

Required information:

• Reason for the dispute or failed Direct Debit

  Please briefly explain:

  • Why the Direct Debit payment was disputed or failed
  • If your bank blocked the payment, let us know what reason the bank provided

  If the issue is related to creditor whitelisting: Some banks require customers to approve (whitelist) specific creditors before allowing Direct Debit payments. If this applies, please confirm:

  • Whether Remote’s Creditor ID was not approved at the time of payment Why the approval was missing or removed (for example, first payment, bank security checks, or account changes)
• Bank account confirmation letter
  • A letter from your bank confirming ownership and details of the IBAN/account
• Creditor ID whitelisting confirmation
  • Written confirmation from your bank that Remote’s Creditor ID has been whitelisted

This step is mandatory before Direct Debit can be reinstated to avoid further blocks or fails.

2. Pay outstanding invoices via bank transfer

While Direct Debit is unavailable, all outstanding invoices must be paid via bank transfer.

This is required to:

• Prevent account or platform blocks
• Keep your services running without interruption

Bank transfer details are available on your invoice or in your Remote dashboard.

Processing time

• Once all required documentation is received, the review and unblocking process can take up to 7 business days
• During this time, Direct Debit will remain unavailable

Important notes

• Direct Debit cannot be retried until the review is completed
• Platform access may be restricted if invoices remain unpaid during this period
• Submitting complete documentation helps avoid delays