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Direct Debits & scheduled payments.

Direct Debits.

Team Kroo
Team Kroo
  • Updated

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.

How to cancel a Direct Debit?

You can cancel a Direct Debit in the Kroo app:

  • Go to the 'Scheduled Payments' tab on the home screen to view and manage all active Direct Debits.
  • Select the Direct Debit from the list and select the option to cancel.

Please make sure to cancel the Direct Debit both with the merchant and in the Kroo app at least 5 working days before the payment due date to ensure the cancellation is processed in time. If it’s not cancelled in time, the payment may still be taken.

Keep in mind that cancelling a Direct Debit only stops future payments - it doesn’t cancel any contract or outstanding balance you may have with the merchant. If you need to reinstate the Direct Debit later, you can usually do so directly with the merchant.

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.

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