topic Re: Failed DD but made payment in Contracts & Billing

Failed DD but made payment

Colukev — Thu, 26 Mar 2026 13:48:14 GMT

Hello

I have recently taken out a sim only plan with EE.

first direct debit payment went through fine, however on my last payment i realised that my account balance was below what was needed.

DD failed that day, and the same evening to avoid additional costs, i made a payment from another account.

I am now getting further messages to say my DD payment has failed, and could be reported to credit agencies.

Am i wrong in thinking the manual payment i made should be applied to the failed DD payment?

Re: Failed DD but made payment

Chris_B — Thu, 26 Mar 2026 15:19:01 GMT

@Colukev Once you receive a bill and you have it paid by direct debit that direct debit will be used to make that payment and a manual payment cannot be made to clear the direct debit as it’s in process of being taken. You need to make the funds available in the account for the DD to be taken.

You can only make a manual payment before you receive the bill as this will be placed on your EE account to be used towards the next bill.

The payment you’ve manually made is now on your EE account for the next bill to be used towards.

Re: Failed DD but made payment

Peter_W — Thu, 26 Mar 2026 16:57:27 GMT

Welcome to the Community, @Colukev.

If your direct debit fails due to insufficient funds, we will normally attempt this again within 7 days.

You can make a manual payment via our website or 360 payment service, but if that second direct debit attempt is taken your account may end up being double-charged.

If this is the case, the credit will sit on your account and can either be refunded back to you, or used towards future bills.

If your second direct debit attempt fails this will usually be cancelled and you will need to pay manually, but you can set it back up again via your online account for future months.

Peter