If you are a client of Hive, you will know we use GoCardless to manage your payments. We’ve put together some of the FAQ’s we’ve been asked.
What is GoCardless?
GoCardless is a nifty online site which allows you to set up an account to pay for your Hive services. GoCardless is compatible with mobiles/ tablets and their payment pages will work on any Internet browser.
When you join Hive, we will send you a link to set up your account, we will then be able to request payments from you automatically via a secure online account.[/x_accordion_item][x_accordion_item title=”How does GoCardless protect my data?”]We know security is important, especially when it comes to your personal financial information. GoCardless has a robust security system and has access to the Direct Debit system that is provided by some of Europe’s major banks. All customer data is treated in accordance with European data protection laws, including the Data Protection Act 1998.
GoCardless also have a financial data server which is separated from their application server by multiple firewalls and all client-server communications are SSL encrypted. They’ve also received ISO 27001 certification for information security. In simple terms, really important tech stuff that keeps all of your data safe.
What is the Direct Debit guarantee?
When you use GoCardless you are covered by the Direct Debit guarantee. The Direct Debit Guarantee (or the “Direct Debit Indemnity” as it is officially named) protects you against payments made in error or fraudulently. This makes Direct Debits the UK’s safest payment method.
GoCardless explains this is full detail in this helpful article.
If Hive can request payments at any time, how will I know when payments are going to be taken?
Hive are committed to being transparent with our clients especially when it comes to payments and fees. You will always receive an email including your invoice from us, this will be at least 3 working days before your payment is due to leave your bank account.
If you have an ongoing payment plan you will receive an invoice before your payments are due to be taken to let you know the planned payments for the following months.
You will also receive an email from GoCardless, informing you they will collect the funds from your account on the specified date.
How long does it take to process my payment?
Once we’ve created a payment request, it will give a window of three working days before the charge date.
You will receive an invoice from Hive and an email from GoCardless to notify you of the payment. GoCardless will then collect the funds from your account on the specified date.
How will payments appear on my bank statement?
This depends on who your bank account is held with.
Natwest, HSBC (and one or two other high street banks) will only state “GoCardless Ltd” or “GoCardless.com” on your statement. This is because these banks choose to ignore the full reference provided and simply put the company who is processing the payment, in this case, GoCardless.
For all other banks, a reference will appear on your bank statements in the following format (depending on which service you are purchasing from Hive):
- GOCARDLESS-[Hive Marketing Solutions]-1234567
- GOCARDLESS-[Hive Accountancy]-1234567
There will be a five or seven character code, that relates specifically to your Direct Debit mandate with us, at the end of your reference.
Why do I need to set up a Direct Debit for a one-off payment?
It is not often that we only request a single payment from someone, however it does happen from time to time. The way GoCardless works means that in order to take payments, a Direct Debit mandate must be put in place with the chosen bank account. This is the easiest and safest way to pay us.
Once your payment has been collected and if you would like to cancel your account with Hive, you can do so directly with your bank or we can cancel this from our system.
Should you wish to take out another service with us, we would require you to set up another GoCardless account at that time.
I’ve accidentally cancelled my Direct Debit and need to reinstate it. How do I do this?
Unfortunately, once an account has been cancelled we are not able to reinstate it. We will require you to complete a new authorisation form to create another account.
Once you fill this in and submit it, your bank will set up a new Direct Debit and payments can then continue to be collected. We will each receive a confirmation once the new account has been authorised.
How do I update the bank account I’m making payments from?
There are two options here:
- We can cancel your current account with us and send you a new authorisation payment form to complete.
- You a can either contact the GoCardless support team and update the information over the phone. They can be contacted on 02071 838674, from 9am-6pm, Monday to Friday.
How do I update the email address that receives the GoCardless notifications?
To change the email address you have registered your account with:
- You can let us know and we will contact GoCardless on your behalf to update your details.
- If you would prefer to update the change yourself, you can inform GoCardless via their online contact form or send an email to help@gocardless.com. They will just need to know the current email address registered to your account, your new email address and who your payments are being collected from (e.g. Hive Accountancy or Hive Marketing Solutions).
If you are still unsure on using GoCardless or you have any unanswered questions, please do give get in touch 01872 300232 or email us at hello@hivebusiness.co.uk.
