How can I find out more about my direct debit payment schedule?

I want to know when my Direct Debit will be taken

• Your first Direct Debit payment is taken on the start date of your Travel Pass, not on the day you purchased it.
• Future payments follow the schedule shown in your Direct Debit confirmation email.

I want to know what emails I’ll receive about my payments

You’ll receive:

• A setup confirmation with rider name, pass name and payment dates
• A reminder 3 days before each payment
• A final email once the last payment has been collected

If you’re missing emails, please check your spam folder.

I’m unsure why my payment hasn’t been processed yet

• Once we request a payment, your bank may take up to 6 working days to process it.
• This timeframe is set by your bank, not Zeelo.

I can’t remember my payment dates or amounts

• We send a confirmation email each time a new payment is created or processed.
• All payment details can be found in the inbox linked to your Zeelo account.

I want to know how my Direct Debit will appear on my bank statement

• Payments appear as Stripe/Zeelo Ltd or Zeelo Limited, depending on your bank.

I need to cancel or I accidentally cancelled my Direct Debit

• If you need to cancel or if you cancelled by mistake, please contact us so we can support you with:
  • Setting up a new Direct Debit, or
  • Exploring alternative payment arrangements (if needed due to financial difficulty)

• Please note: access to travel will be suspended if a replacement Direct Debit is not set up.