> For the complete documentation index, see [llms.txt](https://help.sipgate.de/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sipgate.de/cloud-telefonanlage/en/account-management/vertrage-rechnungen-und-preise/was-sollte-ich-bei-ruecklastschriften-beachten.md).

# What should I know about chargebacks?

If the debiting of an amount from your account by SEPA direct debit fails, a returned direct debit occurs. This returned direct debit incurs additional costs for us, which we will charge you in accordance with our Terms and Conditions.

**Possible reasons for a returned direct debit:**

* You forgot to notify us of your **new bank account details** to us (e.g. when using automatic top-up).
* Your account had **insufficient funds** at the time of debiting.
* Against the **SEPA direct debit** was **an objection** filed. Bank charges are deducted from your call credit at sipgate. This may cause your credit account at sipgate to go into the red - in this case, outgoing calls may no longer be possible.

We do not automatically correct your outstanding items. If you would like to settle them, please transfer the outstanding amount or make a manual top-up.

Do you have any further questions? Our customer service will be happy to help you at 0211-63553355 or by email at <team@sipgate.de>.

### **Error in automatic debiting**

After a returned direct debit, automatic debiting **by SEPA direct debit** is disabled until the outstanding items resulting from the returned direct debit plus fees have been settled. As soon as the outstanding amount has been received by us, automatic debiting will be reactivated.

If you would like to settle the outstanding items by bank transfer, make sure that in the **reference** your **customer number** is included so that we can assign the transfer to the correct account without delay.

**Changes in automatic debiting** will only affect **future invoices** and debits. If you have changed the **payment method** in the meantime, reactivation will of course take this change into account.


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