FAQs on Direct Debit Update
We've sent you a message inviting you to update your Direct Debit details. You may have some questions about it.
Why are you asking me to update my Direct Debit?
We're upgrading our payment system and over the next few months, we're moving Direct Debit payments from our current payment provider GoCardless to HSBC. Updating your details yourself keeps you in control of your payment information and we'll enter you into a prize draw to show our appreciation for helping us through this change.
Only update your Direct Debit if you've been sent an email from us or prompted in the YouFibre app.
How do I update my Direct Debit?
You can update in three ways:
Click the link in your email: This is the easiest option and takes you straight to the update page.
Log in to My Account:
- Log in to youfibre.com/myaccount
- Go to Billing
- Select **Manage Direct Debit **
- Confirm or update your bank details
Via the YouFibre app: If you've been prompted in the app, follow the steps there.
You can keep your existing bank details or switch to a different account if you'd prefer.
Am I eligible for the prize draw?
The prize draw is only open to customers who currently pay via GoCardless and have been invited by email to update their Direct Debit. Check your email invitation for your deadline:
- If your email says 19 April, update by then to be entered into the prize draw – terms and conditions apply
- If your email says 26 April, update by then to be entered into the prize draw – terms and conditions apply
- If your email says 4 May, update by then to be entered into the prize draw – terms and conditions apply
If you haven't received an email invitation, you don't need to update your Direct Debit right now. We'll be in touch if we need you to update your details.
What happens if I update my Direct Debit myself?
The switch happens faster and you stay in control of your payment details. Plus, you'll be automatically entered into a prize draw to win 24 months of free broadband.
I don't have a My Account login yet, what do I do?
The easiest way is to click the button in the email we sent you - this lets you update your Direct Debit directly on the YouFibre website. Or, if you'd like to create a My Account login, go to my.youfibre.com/auth/register to sign up and then update your Direct Debit.
If you need help, check out our article "How do I log in to My Account or the YouFibre App?" for step-by-step instructions.
Can I change my bank account when I update?
Absolutely. This is a perfect opportunity if you'd like to switch to a different bank account. Just enter your new details when you update your Direct Debit.
What if I don't update by my deadline?
If you don't update your Direct Debit, we'll reach out again before we automatically move it to the new system for you. Your payments will carry on as normal throughout.
Tell me about the prize draw
**This prize draw is only for YouFibre customers who are currently paying via GoCardless and have received an email to update their Direct Debit. ** Update your Direct Debit by the deadline in your email invitation and you're automatically entered. Five lucky customers will get 24 months of free broadband. We'll contact the winners directly after the closing date.
Will my payments be affected?
Not at all. Your payments will continue as normal throughout this change, and the amount you pay stays the same.
**I've already updated my Direct Debit, am I in the draw? **
Yes! If you received an email invitation and updated by the deadline in your email, you're already entered. Nothing else you need to do.
**I didn't receive an email, should I update my Direct Debit? **
If you haven't received an email from us about updating your Direct Debit, please don't update it right now. We're migrating our system in phases and we'll be in touch when it's time for your account.
