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How do I update my Direct Debit?

Check your Direct Debit in the customer portal, and contact us to change the bank account it comes from. We'll send you a secure GoCardless link. If you switched bank with the Current Account Switch Service, you don't need to do anything.

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Last reviewed 19 Oct 2026

Check your current Direct Debit

  1. Sign in to the customer portal.
  2. Go to Billing, then Payment method.
  3. Under Direct Debit you'll see its status (for example Active, Being set up or Cancelled), its reference and the date it was set up.

This page is for checking your details. You can't change your bank details there yet, so if anything needs updating, follow the steps below.

Change the bank account you pay from

  1. Get in touch. Email support@yourcommunications.net, send us a request from the portal, or reply to one of your open support cases. Tell us you'd like to change the account your Direct Debit comes from. Please don't send your bank details by email or in a support case.
  2. Look out for a secure link. Our Direct Debits are collected by GoCardless. We'll arrange for you to get a secure GoCardless link by email.
  3. Enter your new bank details on the GoCardless page. Use the link soon after it arrives, because it only works for a limited time. If it has expired, just ask us for a new one.
  4. Wait for confirmation. GoCardless will email you once your Direct Debit is set up on your new account. You can also check the status on your Payment method page.

Keep your old Direct Debit until the new one is confirmed

Please don't cancel your Direct Debit with your bank, or close your old account, until you've had confirmation that the new one is set up. If the old one is cancelled first, a payment could be missed. Once your new Direct Debit is confirmed, we'll sort out the old one for you.

Switched bank with the Current Account Switch Service?

If you moved to a new bank using the Current Account Switch Service, you don't need to do anything. Your new bank moves your Direct Debits across for you, including ours, and payments carry on from your new account.

If you've opened a new account without using the switch service, follow the steps above.

Changing your payment date

You can't change your payment date in the portal. If a different date would suit you better, get in touch and we'll let you know what we can do.

Bills that are already due

Bills are due 7 days after the bill date. If a payment is due while your Direct Debit is being changed, we'll tell you whether it will be collected as normal or whether you need to pay that bill another way.

You can see your bills, and the ways to pay each one, under Billing, then Bills. If a bill shows a Pay by card button, it opens our secure card payment page.

Before each payment

GoCardless emails you before each Direct Debit payment is taken, with the amount and the date. This is normally 3 working days before the payment.

What you'll see on your bank statement

Because GoCardless collects the payment for us, the entry on your bank statement will usually mention GoCardless. If you're not sure what a payment is for, check Billing, then Payments in the portal, or contact us.

Cancelling a Direct Debit

You can cancel a Direct Debit at any time by contacting your bank or building society. Please let us know too. Cancelling a Direct Debit doesn't end your services or your agreement with us, so you'll need to pay any bills another way.

The Direct Debit Guarantee

Every Direct Debit is protected by the Direct Debit Guarantee:

  • The Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
  • If there are any changes to the amount, date or frequency of your Direct Debit, you'll be told in advance of your account being debited (normally 10 working days), or as otherwise agreed. If you ask for a payment to be collected, you'll be told the amount and date at the time you ask.
  • If an error is made in the payment of your Direct Debit, by us, GoCardless or your bank or building society, you're entitled to a full and immediate refund of the amount paid from your bank or building society.
  • If you receive a refund you're not entitled to, you must pay it back when asked.
  • You can cancel a Direct Debit at any time by contacting your bank or building society. Written confirmation may be required. Please also let us know.

Need help?

Email support@yourcommunications.net or send us a request from the customer portal. Prefer to talk it through? Call us on 0330 350 2880. We're happy to help. Keeping it simple.