What should I do if I did not get a DebiCheck request from a company?

If you were expecting a DebiCheck request and it hasn't arrived, you're not stuck. In most cases the first step is a quick conversation with the company that set up the debit order. Here's how to work through it, step by step.

Start with the company

The company that set up the debit order is the one that sends the DebiCheck request, so begin there. Ask them to confirm that they submitted it. Then ask them to check the details they used: your account number, your identity details and your cellphone number.

This matters because a request captured with incorrect details can't reach you. If they find a mistake, they can correct it and send the request again. Once the details are right, the request should come through to you.

Contact GoTyme Bank once the company has confirmed

If the company confirms everything is correct and you still haven't received anything, contact us. You can reach GoTyme Bank support in two ways:

• Message us on WhatsApp at 0860 999 119.
• Open the GoTyme Bank app, tap Get help, then tap Chat with us.

It helps to have a few details ready so we can look into it quickly. Please have the company name, the date they say the request was sent, the amount of the debit order and your account number.

What happens next

Once you've shared those details, we'll check the request against your account. We'll then pass it to the team that handles mandates, who will look into it further.

The time this takes depends on the company and their bank. For that reason we can't promise a fixed timeframe. Instead, a specialist will confirm what they find and give you feedback once the investigation is complete.

Be careful with requests you don't recognise

A missing request is one thing. An unexpected one is another. Never approve a DebiCheck request you weren't expecting or don't recognise. If you receive one like that, don't approve it, and contact GoTyme Bank support straight away for guidance.

Need help tracing a missing request?

Contact GoTyme Bank support. Have the company name, the date, the amount and your account number to hand, and we'll take it from there.