What should I do if my direct debit payment fails?
⚡ Quick Answer: If your payment fails, first check whether it is still processing. Direct debit payments can take 3–5 working days to go through or be declined. If the payment has failed, you can update your payment information, use the Pay Now link, or email help@hoxtonmix.com to request a payment link or manual collection.
What to Do
- Check if the payment is still processing — direct debit payments can remain in progress for 3–5 working days and may take up to 5–7 business days to clear depending on your bank.
- If a new attempt has already been submitted, wait for it to clear before taking further action.
- If the payment failed due to insufficient funds, add funds to your account or try another payment method.
- If your direct debit was cancelled by your bank, payments will not go through until it is reinstated. You may need to contact your bank to reactivate the mandate and notify support so they can retry the payment.
- If a payment is collected by mistake, support can issue a refund once it clears.
- Use the Pay Now link in the failed payment or overdue invoice email if one was provided.
- Update your payment details in the customer portal if your card or bank details have changed.
- If you still cannot pay, email support to request a payment link or ask for the payment to be collected manually from the payment method on file.
You can access the customer portal here: https://account.hoxtonmix.com
If Payments Are Not Working In The App
If the payment buttons in the mobile app are not responding, sign out of the app and any browsers on your phone, then try again using the web portal on a computer:
Payment Deadline
The system allows 28 days to complete a payment before suspension. When you're ready to pay, you can request a payment link by email or update your payment method through the customer portal.
If Your Account Is Deactivated
Accounts deactivated due to non-payment can usually be reactivated once outstanding invoices are paid. In some cases, a reactivation fee may also apply. Email help@hoxtonmix.com to arrange this.
Common Questions
How long should I wait before contacting support?
Allow 3–5 working days for a payment in progress to either go through or be declined.
Can I pay a different way?
Yes. You can use the payment link from your invoice email, update your payment details in the portal, or ask support to send you a payment link or manually collect the payment.
What if the Pay Now link says there are no unpaid invoices?
This can happen if the payment is already in progress. Wait 3–5 working days for the transaction to clear or be declined.
What if I cannot top up because of an outstanding invoice?
Outstanding invoices may need to be cleared before you can add postal credit.
Will I lose my mail if my account is deactivated?
Mail received during deactivation is held securely. Contact support to resolve the payment and reactivate your account.
Updated on: 14/09/2026