What is a Direct Debit?

A Direct Debit is a regular payment that allows a company to collect payments from your account. In most instances, Direct Debits are used for bill payments.

You'll need to provide your sort code and account number to set this up.

The value of a Direct Debit payment can vary each month; for example, your phone bill may depend on your usage of services between each due date.


Please note that a Direct Debit can only be set up on a personal current account and not on the prepaid e-money account.


How can I manage my Direct Debits?

From the 'Home' page, tap on 'Scheduled' and then 'See all' to:

  • View upcoming payments.

  • Cancel payments.

  • View payment history and information.

If you cancel a Direct Debit, we recommend informing the company beforehand.


My Direct Debit hasn't been set up.

In the first instance, you'll need to contact the company or service provider to confirm if the Direct Debit instruction has been created.

If they confirm it’s been set up on their side, but you can’t see it in your Kroo app, please allow an additional 2-3 days for this to appear in the app. Please note that some merchants process Direct Debits in batches, which means your payment may be processed with a small delay.

If you’re still unable to see your Direct Debit, get in touch with our Customer Support team.


What if a Direct Debit has been taken in error?

If a Direct Debit has been taken in error, we'd recommend initially contacting the company directly as this may be the quickest way to resolve this issue.

If the company is unable to help you, please get in touch with our Customer Support team.


Can a company debit my account if I don’t have sufficient funds?

In this instance, the Direct Debit payment will usually fail - providers often try to collect the payment a few days after the first failed payment.

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