---
title: Why is a member's debit order not going off?
description: "Checks to run when a specific member is not being debited: active debit order package, valid mandate, holds, a submitted batch, or the member being removed from the batch."
---
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# Why is a member's debit order not going off?
## Diagnosing why a specific member is not being debited
**Check 1 — Active Package with Debit Order Billing**
Only members with an active, billable package set to debit order payment type appear in debit batches:
- Confirm the member has an active package: **Members \>\> \[Member\] \>\> Packages**
- Confirm the payment type is set to Debit Order (not Cash/EFT): **Members \>\> \[Member\] \>\> Billing**
**Check 2 — Valid Debit Mandate on File**
The member must have a valid, active mandate (GoCardless/SEPA) or debit authorisation (NetCash) on record: **Accounts \>\> Mandates \>\> search for member**
If the mandate is inactive or missing, re-send the onboarding link: **Actions \>\> Delete \>\> Actions \>\> Send Onboarding Link**
**Check 3 — Member on Hold**
If the member is on hold, their debit orders are paused. Check their billing status and remove the hold if appropriate: **Members \>\> \[Member\] \>\> Billing \>\> Remove Hold**
**Check 4 — Batch Was Already Submitted Without Them**
If the batch for this period has already been submitted and the member was missed, create a manual invoice and collect payment via an alternative method for this period. Add the member to the next batch.
**Check 5 — Member Was Removed From the Batch**
If someone removed the member's invoice from the batch (**Accounts \>\> Debit Batches \>\> Members On This Batch \>\> Actions \>\> Remove**), the invoice is taken off the batch but stays Pending on the member's account (it is not voided), and the member is listed under **Members Not On This Batch** with no reason shown (-). Removed members are not added back by **Regenerate Invoices** or **Ensure Batch Users Loaded**.
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