In the unlikely scenario that you do not recognize a direct debit payout on your account, first confirm if you recognize the debiting party, and try to resolve the issue directly if you have an existing business relationship. Otherwise, contact our Support team immediately to submit a dispute.
Direct debit schemes established rules to protect payers against unauthorized transactions. The debiting party must return the funds to you if the dispute is deemed valid under the relevant scheme rules. Please note that it is important to submit your dispute as soon as you notice an unauthorized direct debit payout as, under some scheme rules, the window for submitting a dispute is limited. The dispute process will take some time, and during that period, the funds will not be refunded until it is resolved.
When submitting the dispute, please provide:
- Transaction details:
> Transaction ID
> Amount
> Date and time of the transaction
> Name of the debiting party
- Any supporting evidence to demonstrate that the direct debit was not authorised.
You can find the details on the WebApp by clicking into the direct debit transactions.
Dispute time
Depending on the time of your dispute submission, banks and schemes may need to review the dispute on a case-by-case basis:
Dispute a USD direct debit payout
Note on the table below: T is the creation time of the direct debit payout.
| DIRECT DEBIT PAYOUT / GLOBAL ACCOUNT LOCATION | GLOBAL ACCOUNT ROUTING CODE | DISPUTE TIME (REVIEW NOT REQUIRED) | DISPUTE TIME (REVIEW REQUIRED) |
| United States | ACH routing code ending 0024 | Before T+16 hours if you are onboard as a business. 60 calendar days if you are onboard as an individual. | 1 year if you are onboard as a business. 2 years if you are onboard as an individual. |
| United States | ACH routing code ending 0381 | Before 6:00 AM PST/PDT on T+1 business day if you are onboard as a business. 60 calendar days if you are onboard as an individual. | 1 year if you are onboard as a business. 2 years if you are onboard as an individual. |
| United States | ACH routing code ending 6768 | Before T+36 hours if you are onboard as a business. 60 calendar days if you are onboard as an individual. | 1 year if you are onboard as a business. 2 years if you are onboard as an individual. |
| DIRECT DEBIT PAYOUT / GLOBAL ACCOUNT LOCATION | GLOBAL ACCOUNT ROUTING CODE | DISPUTE TIME (REVIEW NOT REQUIRED) | DISPUTE TIME (REVIEW REQUIRED) |
| Australia | BSB code ending 3943 | Before 6:45 AM AEST/AEDT on T+1 business day | 7 years |
Dispute a GBP direct debit payout
You can raise a dispute request under the protection of direct debit guarantee by contacting us. If there is an error made in your direct debit payout, you are entitled to a full and immediate refund of the amount paid once the dispute is accepted by our banking partner.