Overlay

Banking with us

Set up and view your Direct Debits

On this page

What's a Direct Debit?

Direct Debits are requested from your account by the beneficiary (the person who receives the money from your account), and are not created by you.

To arrange a new Direct Debit, you will need to sign a Direct Debit mandate which is provided to you by the company you wish to pay and return it back to them. The company will then set up the Direct Debit mandate with us. If you have a Credit Card with us, you can set up a Direct Debit yourself using the app.

App available to customers aged 11+ with compatible iOS and Android devices and an international mobile number in specific countries

Setting up a Direct Debit

What do you need to set up a Direct Debit?

Here's a handy list of things to get ready when you're setting up a Direct Debit

What do you need to set up a Direct Debit? Close

Setting up a Direct Debit

We've put together a step by step guide to help you set up a new Direct Debit.

Setting up a Direct Debit Close

Setting up a Direct Debit

Your step-by-step guide:

Contact the company you want to set-up the Direct Debit with, they will then ask you to confirm your details by filling in a Direct Debit mandate.

Once you have completed the Direct Debit mandate you will need to sign it and return in to the company

The company will then set up the Direct Debit with us

Please note: newly set up Direct Debits will only show in Online Banking once the first payment has been taken from your account.

After the first payment has been taken it will display on your statement, and you will be able to view it alongside any other existing Direct Debits.

Set up a Direct Debit for your Credit Card

Set up a Direct Debit for your Credit Card Close

Set up a Direct Debit for your Credit Card

If you have a credit card and bank online with us, you can set up a Direct Debit in the app.

1. Go to the App

2. Select the credit card you'd like to arrange payment for and tap on "Pay my Card"

3. A direct debit section will appear and you can follow the instructions on the screen to set it up or view the details if it is already set up.

Manage your existing Direct Debit

View your existing Direct Debit

You can view your existing Direct Debits with us using the mobile App or Online Banking.

View your existing Direct Debit Close

Cancel your Direct Debit

Find out how to cancel an existing Direct Debit using the mobile app or online banking

Cancel your Direct Debit Close

Cancel your Direct Debit

You can cancel a direct debit online up to 8.20pm (time) on the day the payment is due to be taken from your account. Before you cancel a direct debit you should usually let the payee know that you're about to do this.

Cancelling your Direct Debit using the Mobile App

Login to your Mobile Banking app
Select the account that the Direct Debit is set up for
Select the 'Direct Debits' section
Select the Direct Debit you want cancelled. You will see the detail of the Direct Debit, and the option to cancel the Direct Debit will appear at the bottom of this screen.

App available to customers aged 11+ with compatible iOS and Android devices and an international mobile number in specific countries.

Cancelling your Direct Debit using Online Banking

Log into Online Banking
Once logged in, head to 'Payments and transfers' in the left-hand menu
Select 'Manage Direct Debits' from the 'Direct Debits' section
This will take you to your existing Direct Debits where you can view and cancel them. It’s that easy

Online Banking available to customers aged 11+ with a Shostra Bank account.

Direct debit FAQs

When can I cancel a direct debit?

Payment due to leave in 3 or more working days
If you cancel a direct debit on a Monday which is due out on the following Friday the direct debit will be cancelled and will not show as leaving your account.

Payment due to leave in less than 3 working days
If you cancel a direct debit on a Tuesday which is due out on the following Thursday the amount of the direct debit will show as leaving your account on Thursday, but will reappear in the account on Friday morning

Payment due to leave in less than 3 working days and at the weekend
If you cancel a direct debit on a Friday which is due out on Saturday the amount of the direct debit will show as having left your account. Your account balance will be adjusted on Tuesday morning, or Wednesday if Monday is a bank holiday.

How can I earn Rewards with my direct debits?

If you hold a Reward, Reward Silver or Reward Platinum account with us you'll earn £4 in Rewards every month where you have two or more Direct Debits paid from your Reward account – two of these Direct Debits need to be at least £2 each.

If you hold a Premier Reward or Reward Black account with us you'll earn £9 in Rewards when you have two or more Direct Debits from your us Premier Reward or Reward Black account - two of these direct debits need to be £4.50 each.

For joint Reward accounts, only one holder will be able to earn Rewards into their MyRewards. You’ll be able to choose which account holder will receive these Rewards when you open your joint Reward current account. If you don’t choose, one of the joint account holders will be automatically selected. You can change this at any time.

How do I switch a direct debit from one account to another?

To switch a direct debit from one account to another you would need to contact us.

Once switched, the direct debits will show on your Online Banking for the new account after the first payment has been taken.

To keep your accounts tidy and up to date, you can remove the original direct debits, which will show as 'Amended', by cancelling them.

When switching direct debits, only one payment is ever taken, and this will be in line with your new direct debit details.

To view your existing direct debits:
Log in to your Online Banking and select 'Payments and transfers' from the left hand menu.Select 'Manage direct debits' from the 'Direct debits' section.This will take you to your existing direct debits where you can view and cancel them.

Can I recall a direct debit?

I don't recognise a direct debit, what can I do?

When viewing your transactions via the statements page, you can now expand any transaction and get further information on it. There is also a link to help you identify any debit card or direct debit transactions you don’t recognise.

If you don't recognise a direct debit, you should check our Merchants List (opens in a new window) on our payment support zone to see if the retailer has a different trading name to the one you'd expect.

If you still don't recognise it, you can log onto Online Banking to view a list of your active direct debits.

Furthermore, if you still suspect the direct debit of being suspicious, you can visit our Report a Fraud(opens in a new window) page for more information on how you can report this.

Set up and view your Direct Debits

What's a Direct Debit?

Setting up a Direct Debit

What do you need to set up a Direct Debit?

Setting up a Direct Debit

Set up a Direct Debit for your Credit Card

Manage your existing Direct Debit

View your existing Direct Debit

Cancel your Direct Debit

Direct debit FAQs

When can I cancel a direct debit?

How can I earn Rewards with my direct debits?

How do I switch a direct debit from one account to another?

Can I recall a direct debit?

I don't recognise a direct debit, what can I do?

What is a direct debit indemnity?