What can I do when my direct debit is blocked?

You should contact your bank to check why your payment was refused. For privacy reasons, your bank is not allowed to disclose the reason of refusal.

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A common reason is that your account was overdrawn at the moment when the payment was requested from your bank. Try topping up using a different payment method available on the website. If everything is back to normal, you can always let us know by email and we will reactivate the text and/or automatic top-up service again.