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Why didn't my Direct Debit Process?

There are two main reasons for a Direct Debit not to work. Let's have a look.

Updated: November 2025

Reason 1: The 'Confirm and debit' button was not pressed

The 'Confirm and debit' button gives Thankyou Payroll authority to take the money from your account. If the button was not pressed, there is no authority given so Thankyou Payroll can not legally take funds from your account.  

Info - Blue Block (1)Please check that the person loading the pays has been given the authority to 'Confirm and debit'. If not, they will only see a 'Finalise pay' button.

*For more information, follow this link.

Reason 2: The 'Confirm and debit' button was pressed AFTER  the 6 pm cut-off time 

There is a 6 pm cut-off time for Direct Debit confirmation on the 'You deposit' date. If the 'Confirm and debit' button was pressed after this cut-off time, you will see a pop-up informing you of what to do next. The funds will not be taken from your bank account this evening. The pay will remain open on your dashboard, awaiting funds.

Info - Blue Block (1)Only ONE Direct Debit will process per pay. If your Direct Debit has processed before you change the timesheets you need to make a Manual transfer for any additional funds needed.

Direct Debits can only be processed on Business days not bank holidays,  weekends or public holidays 

What are my options now?

Option 1:  Do a manual transfer of the 'You deposit' funds ( best option) 

  • This can be done online at your bank. 
  • Select the Thankyou Payroll Wages option in the preloaded client list and remember to include your client reference number. Your pay should run on your chosen pay day.
  • If your pay day was today our Help team can process an Urgent pay request once the funds are received. 

Option 2: Press the 'Confirm and debit' button.

(not recommended for Kiwibank,  ASB or ANZ clients) 
  • This will work provided there is one day between today and the evening before your pay day
  • One day funded and Urgent pays can not be processed for Kiwbank, ASB or ANZ clients funding a pay via a Direct Debit Your pays will be delayed. 

Info - Blue Block (1)If your Direct Debit did not go through as planned, please reach out to our Customer Success Team. We will advise what is your best plan B. This could be an urgent pay.