This article covers what to do if your SEPA Direct Debit payment failed, and how to get a payment confirmed if you believe it's already been made.
1. SEPA Direct Debit Failures
1.1. Why a payment might fail
A SEPA debit can fail for a few common reasons:
- Insufficient funds in the linked bank account
- Incorrect or outdated IBAN details
- The bank rejected or cancelled the mandate
- The payment method on file is no longer valid
1.2. What happens automatically
- Stripe will attempt to collect the payment up to 4 times over a 2-week period.
- If all attempts fail, your subscription status changes to Unpaid and the invoice remains outstanding until it's resolved.
1.3. How to update your payment details
You can update your SEPA information yourself, securely, through the Stripe Customer Portal:
- Open the Customer Portal.
- Log in using the same email address associated with your Regiondo account.
- Enter your updated IBAN and account holder details. Stripe will validate the IBAN, country, postal code, and email format automatically.
- Set the new payment method as your default.
- If prompted that your old payment method can't be removed because it's linked to an active subscription, simply set the new one as default — you don't need to remove the old one yourself.
1.4. Paying an outstanding invoice
Once your new payment method is added and set as default:
- Any past-due invoice will appear in your Customer Portal.
- You can choose to pay it directly there, and future charges will use the updated payment method automatically.
1.5. Preventing future failures
⚠️ To reduce the chance of a future payment being blocked or delayed by your bank, you can add Regiondo as a trusted payee/biller with your bank. This is usually done directly through your online banking portal or by contacting your bank, and it can help ensure recurring SEPA charges go through without interruption.
2. Confirming a Payment Already Made
If you've made a payment (e.g. a bank transfer) and want confirmation that it's been received and applied to your account, send us the following:
- Payment date
- Amount and currency
- Invoice number
- Your business/company name
- Attach a proof of payment (e.g. a bank receipt).
A few things to keep in mind:
- Verification runs on a weekly cycle: transfers made the previous week are typically reviewed on Mondays. Non-urgent requests follow this schedule, but if your situation is urgent, let us know and we can prioritize it.
- If your account was deactivated due to a missed payment, it can be reactivated based on the proof you provide, while we complete final confirmation.
- If you're making an international bank transfer, select "OUR" as the option for who bears the transfer cost. Otherwise, your bank may deduct fees, and the amount we receive could appear short.
Need help?
If you're not comfortable entering your bank details yourself, or you run into an issue with either of the above, reach out to our Support Team and we can assist.