I want to make changes to my direct debit

If you need to make any change to your Direct Debit — including your bank account or your payment frequency — your current Direct Debit will need to be cancelled, and a new one will need to be set up.

If you cancel your Direct Debit without setting up a replacement, your travel pass will be removed, and access to services will be paused.

I’ve cancelled or blocked my Direct Debit

If you have cancelled your Direct Debit (including through your bank):

➡️ please contact us as soon as possible.

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.

I need to change the bank account linked to my Direct Debit

We are unable to amend the bank details on an active Direct Debit.

To change accounts:

1. The existing Direct Debit must be cancelled, and

2. A new Direct Debit must be created.

Please contact us so we can ensure this is completed without disrupting travel.

I need to change my payment frequency

If you need to switch to a different payment frequency (e.g. monthly → termly), the current Direct Debit will need to be cancelled and a new one created.

Please contact our Care Team so we can help with the process.

I have already made payments — will I lose them?

No the payments are still valid on your account.

If you have already made payments on your current Direct Debit, and need to cancel it and set up a new one:

✔ Please contact us,
✔ And we will provide a promo code to ensure your new instalment plan reflects the amount already paid.

This prevents you from being charged twice for the same period.