Check when the invoice in question has been added to your back office, by navigating to MY ACCOUNT > Invoices in the left menu of the back office. If this was less than five days ago, you have be patient. Pre-authorized debits are deducted from your bank account five days after placement.
If the invoice was posted to your back office more than five days ago, chances are that the pre-authorized debit does not work. This may have several reasons, for example:
- Your personal details have not been entered correctly. You can check this at MY ACCOUNT > Invoices > tab Billing information
- Your bank blocks pre-authorized debits. Check whether you have provided your bank with (written) consent for pre-authorized debits.