If a Direct Debit has been set up by the payer but there's no invoice payment scheduled against the Direct Debit contract in Access PaySuite, this usually means that the customer hasn't completed all the steps when registering.
Log on to the Middleware.
Click the Pay by Direct Debit link on a Xero invoice to be directed to the Create Contract page.
Confirm their details on the next page.
Click Pay Invoice on the page therafter.
If they don't click Pay Invoice on the third page then a Direct Debit contract will be set up on Access PaySuite but no payments scheduled.
To rectify this, the payer will need to login to the Middleware, either via the invoice or directly using the log in page and schedule the invoice payment.
Another reason for the invoice not being scheduled is that the invoice amount is above the limit set on your account for a single collection. To discuss this or check what your limit is, please reach out to our support team and request to speak to an agent.