Subject: Service Advisory - Incorrect AUDDIS Code "I" Rejections Affecting Certain Nationwide Accounts

Update timeline

1. identified Sep 04, 2026, 02:15 PM UTC

   Dear Customer, We would like to make you aware of an industry issue currently affecting some Direct Debit Instructions (DDIs) associated with Nationwide Building Society accounts. What's happening Nationwide has a systems issue causing incorrect AUDDIS Code "I" rejections (normally used when a Direct Debit reference isn't unique). Based on information from Pay.UK, this appears linked to account transfers: when a bureau submits the required follow-up AUDDIS transaction after an ADDACS Code 3 transfer notification, Nationwide is incorrectly flagging it as a duplicate and rejecting it. What's affected At present, we have confirmed that Nationwide sort code 07-09-76 is affected. We are awaiting confirmation from Nationwide and Pay.UK as to whether any additional sort codes are impacted. What you should do If you see an increase in Code "I" rejections on affected Nationwide accounts, please do not re-instate those DDIs for now; this is likely to trigger further incorrect rejections. We would like to reassure customers that this is a banking industry issue and is not related to Access PaySuite services. Our platforms and services continue to operate as expected. We are actively engaging with our banking partners, Nationwide and Pay.UK to obtain updates and understand the full scope of the issue, and share updates when they become available. Need help? If you have any questions or concerns regarding this issue, please contact our Support Team using the details below: Live Chat: Available within DDCMS via the chat bubble in the bottom-right corner Telephone: 01206 675847 (Option 1) Hours: Monday to Friday, 8:00am to 5:30pm For support outside of these hours, please visit our Knowledge Base or use our AI Assistant, both available 24/7. Thank you for your patience and understanding. Kind regards, Your Access PaySuite Team

2. identified Sep 04, 2026, 04:18 PM UTC

   Dear customer, We would like to provide a further update regarding the industry issue affecting some Direct Debit Instructions (DDIs) associated with Nationwide Building Society accounts. Nationwide has advised that it believes the underlying issue causing erroneous AUDDIS Code "I" rejections has now been resolved and that it does not expect any further incorrect AUDDIS files to be generated once the fix is in place. We understand that Nationwide's fix is scheduled for deployment on Monday. In the meantime, Nationwide is holding any pending AUDDIS files until after the deployment has been completed to help prevent further erroneous rejections. We are currently awaiting further guidance from Pay.UK regarding the appropriate remediation process for the AUDDIS rejections that have already been received as a result of this issue. Once this guidance has been confirmed, we will communicate any actions required and provide further updates. As previously advised, this remains a banking industry issue and is not related to Access PaySuite services. Our platforms and services continue to operate as expected. We appreciate your patience while Nationwide and Pay.UK complete their remediation activities and will provide further updates as soon as more information becomes available. Need help? If you have any questions or concerns regarding this issue, please contact our Support Team using the details below: Live Chat: Available within DDCMS via the chat bubble in the bottom-right corner Telephone: 01206 675847 (Option 1) Hours: Monday to Friday, 8:00am to 5:30pm For support outside of these hours, please visit our Knowledge Base or use our AI Assistant, both available 24/7. Kind regards, Your Access PaySuite Team

3. identified Sep 07, 2026, 03:58 PM UTC

   Dear Customer, We would like to provide a further update regarding the industry issue affecting some Direct Debit Instructions (DDIs) associated with Nationwide Building Society accounts. Nationwide has advised that it believes the underlying issue causing erroneous AUDDIS Code "I" rejections has now been identified and addressed. At this time, Nationwide remains on track to deploy its fix today and does not expect any further incorrect AUDDIS files to be generated once the deployment has been completed. To minimise the risk of additional erroneous rejections, Nationwide continues to hold any pending AUDDIS files until the fix has been successfully deployed. We are continuing to work closely with Nationwide and will provide further updates as soon as additional information becomes available. As previously advised, this remains a banking industry issue and is not related to Access PaySuite services. Our platforms and services continue to operate as expected. We appreciate your patience while Nationwide completes its activities and thank you for your understanding. Need help? If you have any questions or concerns regarding this issue, please contact our Support Team using the details below: Live Chat: Available within DDCMS via the chat bubble in the bottom-right corner Telephone: 01206 675847 (Option 1) Hours: Monday to Friday, 8:00am to 5:30pm For support outside of these hours, please visit our Knowledge Base or use our AI Assistant, both available 24/7. Kind regards, Your Access PaySuite Team

4. identified Sep 08, 2026, 09:14 AM UTC

   Dear Customer, We would like to provide a further update regarding the industry issue affecting some Direct Debit Instructions (DDIs) associated with Nationwide Building Society accounts. Nationwide has now confirmed that its fix has been successfully applied to address the issue that was causing erroneous AUDDIS Code "I" rejections. At this stage, we are awaiting further guidance from Nationwide and Pay.UK regarding the next steps. We remain engaged with both organisations and are seeking clarification on any potential impact and any actions that may be required. As previously advised, this remains a banking industry issue and is not related to Access PaySuite services. Our platforms and services continue to operate as expected. We appreciate your continued patience while Nationwide and Pay.UK complete their investigations and will provide further updates as soon as additional information becomes available. Need help? If you have any questions or concerns regarding this issue, please contact our Support Team using the details below: Live Chat: Available within DDCMS via the chat bubble in the bottom-right corner Telephone: 01206 675847 (Option 1) Hours: Monday to Friday, 8:00am to 5:30pm For support outside of these hours, please visit our Knowledge Base or use our AI Assistant, both available 24/7. Kind regards, Your Access PaySuite Team

5. identified Sep 08, 2026, 04:02 PM UTC

   Dear Customer, We would like to provide a further update regarding the industry issue affecting some Direct Debit Instructions (DDIs) associated with Nationwide Building Society accounts. Nationwide is currently exploring the feasibility of issuing ADDACS notifications with Reason Code "R" (Instruction Re-instated) to service users who received the erroneous AUDDIS Error Code "I" (Payer Reference Not Unique) messages. If implemented, this would provide an industry-led mechanism to reinstate affected Direct Debit Instructions. At this stage, we are awaiting further guidance from Nationwide and Pay.UK regarding whether this remediation approach will be adopted and whether any action will be required from service users. We remain engaged with both organisations and are seeking clarification on any potential impact and next steps. As previously advised, this remains a banking industry issue and is not related to Access PaySuite services. Our platforms and services continue to operate as expected. We appreciate your continued patience while Nationwide and Pay.UK complete their investigations and assess the most appropriate course of action. We will provide further updates as soon as additional information becomes available. Need help? If you have any questions or concerns regarding this issue, please contact our Support Team using the details below: Live Chat: Available within DDCMS via the chat bubble in the bottom-right corner Telephone: 01206 675847 (Option 1) Hours: Monday to Friday, 8:00am to 5:30pm For support outside of these hours, please visit our Knowledge Base or use our AI Assistant, both available 24/7. Kind regards, Your Access PaySuite Team

6. identified Sep 11, 2026, 01:17 PM UTC

   Dear Customer, We would like to provide a further update regarding the industry issue affecting some Direct Debit Instructions (DDIs) associated with Nationwide Building Society accounts. Nationwide has now confirmed that it will be issuing ADDACS notifications with Reason Code "R" (Instruction Re-instated) for affected Direct Debit Instructions. For service users who have already submitted an oC, the ADDACS notifications are expected to be issued by close of business today. For the remaining affected service users who have not submitted an oC, Nationwide expects the ADDACS notifications to be issued early next week. As previously communicated, this remains a banking industry issue and is not related to Access PaySuite services, which continue to operate as expected. Need help? If you have any questions or concerns regarding this issue, please contact our Support Team using the details below: Live Chat: Available within DDCMS via the chat bubble in the bottom-right corner Telephone: 01206 675847 (Option 1) Hours: Monday to Friday, 8:00am to 5:30pm For support outside of these hours, please visit our Knowledge Base or use our AI Assistant, both available 24/7. Kind regards, Access PaySuite Service Management Team

7. identified Sep 14, 2026, 12:43 PM UTC

   Dear Customer, We would like to provide a further update regarding the industry issue affecting some Direct Debit Instructions (DDIs) associated with Nationwide Building Society accounts. Nationwide has confirmed that the first phase of remediation was successfully completed on Friday, with ADDACS notifications carrying Reason Code "R" (Instruction Re-instated) issued to affected service users who had previously submitted a oC (Cancellation Instruction). Nationwide is now preparing a second file containing ADDACS notifications with Reason Code "R" for the remaining affected service users who have not submitted a oC Subject to the successful completion of final testing, this file is expected to be issued on 15 September. Should the file be released, Nationwide also intends to communicate directly with impacted Direct Debit Originators to explain the Code R approach. In parallel, Nationwide continues to work on implementing a strategic fix to prevent recurrence of this issue. Nationwide has also confirmed that investigations into the reported ARUDD examples remain ongoing. As previously communicated, this remains a banking industry issue and is not related to Access PaySuite services, which continue to operate as expected. Need help? If you have any questions or concerns regarding this issue, please contact our Support Team using the details below: Live Chat: Available within DDCMS via the chat bubble in the bottom-right corner Telephone: 01206 675847 (Option 1) Hours: Monday to Friday, 8:00am to 5:30pm For support outside of these hours, please visit our Knowledge Base or use our AI Assistant, both available 24/7. Kind regards, Access PaySuite Service Management Team

8. identified Sep 17, 2026, 02:08 PM UTC

   Dear Customer, We would like to provide a further update regarding the industry issue affecting some Direct Debit Instructions (DDIs) associated with Nationwide Building Society accounts. Nationwide has now confirmed that all ADDACS notifications carrying Reason Code "R" (Instruction Re-instated) have been successfully issued to affected service users. As a result, we have commenced our own internal validation checks to confirm that all expected Code R notifications have been received and processed successfully within our systems. This verification exercise is currently underway to ensure that all impacted DDIs have been correctly reinstated. Once these checks have been completed, we will provide a further update confirming whether the issue is fully resolved. Should any discrepancies be identified during our review, we will continue to work closely with Nationwide and provide further guidance as required. Nationwide has also advised that work continues on a longer-term strategic fix to prevent a recurrence of this issue. In addition, investigations into the previously reported ARUDD examples remain ongoing. As previously communicated, this remains a banking industry issue and is not related to Access PaySuite services, which continue to operate as expected. Need help? If you have any questions or concerns regarding this issue, please contact our Support Team using the details below: Live Chat: Available within DDCMS via the chat bubble in the bottom-right corner Telephone: 01206 675847 (Option 1) Hours: Monday to Friday, 8:00am to 5:30pm For support outside of these hours, please visit our Knowledge Base or use our AI Assistant, both available 24/7. Kind regards, Access PaySuite Service Management Team

9. identified Sep 18, 2026, 02:10 PM UTC

   Dear Customer, We would like to provide a further update regarding the ongoing industry issue affecting Direct Debit Instructions (DDIs) held with Nationwide Building Society. Late this afternoon, Nationwide confirmed that a further issue was identified which had resulted in additional erroneous AUDDIS Code I (Payer Reference Not Unique) notifications continuing to be generated. We have been advised that this process has now been disabled again to prevent any further incorrect Code I notifications from being issued. Nationwide has also confirmed that its IT teams are actively working on the approach for issuing the associated ADDACS Code R (Instruction Re-instated) notifications required to correct any newly impacted records. At this stage, we are awaiting confirmation from Nationwide that the necessary Code R notifications have been generated and submitted. We have been advised that a further update is expected on Monday, at which point Nationwide intends to confirm whether additional Code R notifications have been issued to remediate these records. As a precaution, we recommend that customers continue to review incoming AUDDIS and ADDACS reports and refrain from taking any manual action in relation to Nationwide Code I notifications until the remediation activity has been fully validated. We appreciate that this incident has been ongoing for longer than expected and understand the frustration and uncertainty this may be causing. We continue to work closely with Lloyds, Nationwide and Pay.UK to obtain updates and ensure customers receive timely information as it becomes available. We will provide a further update as soon as additional information is received and validated. Need help? If you have any questions or concerns regarding this issue, please contact our Support Team using the details below: Live Chat: Available within DDCMS via the chat bubble in the bottom-right corner Telephone: 01206 675847 (Option 1) Hours: Monday to Friday, 8:00am to 5:30pm For support outside of these hours, please visit our Knowledge Base or use our AI Assistant, both available 24/7. Kind regards, Access PaySuite Service Management Team

10. identified Sep 24, 2026, 12:51 PM UTC

    Dear Customer, We would like to provide a further update regarding the ongoing industry issue affecting Direct Debit Instructions (DDIs) held with Nationwide Building Society. Regarding the erroneous AUDDIS Code I, while a permanent fix is not yet in place, Nationwide have introduced controls designed to prevent further erroneous AUDDIS Code I notifications from being generated. We are advised that, while these controls should reduce the likelihood of further issues, it is not a guarantee that no further erroneous Code I notifications will occur. We will continue to actively monitor this situation. In addition, the issue has been identified in relation to the separate issues relating to ARUDD reporting, which are currently under investigation. Limited detail is available at this stage, but we expect further information from in due course and will pass this on as soon as it is received. Recommended action As a precaution, we recommend that customers continue to review incoming AUDDIS, ADDACS and ARUDD reports and refrain from taking any manual action in relation to Code I notifications until the remediation activity has been fully validated. We appreciate that this incident has been ongoing for longer than expected and understand the frustration and uncertainty this may be causing. We continue to work closely with Lloyds, Nationwide and Pay.UK to obtain updates and ensure customers receive timely information as it becomes available. We will provide a further update as soon as additional information is received and validated. We're here to help If you have any questions or concerns regarding this issue, please contact our Support Team using the details below: Live Chat: Available within DDCMS via the chat bubble in the bottom-right corner Telephone: 01206 675847 (Option 1) Hours: Monday to Friday, 8:00am to 5:30pm For support outside of these hours, please visit our Knowledge Base or use our AI Assistant, both available 24/7. Kind regards, Access PaySuite Service Management Team

11. identified Oct 01, 2026, 12:31 PM UTC

    Dear Customer, We would like to provide a further update regarding the ongoing industry issue affecting Direct Debit Instructions (DDIs) held with Nationwide Building Society. Nationwide have advised that they continue to work on the deployment of a fix for the ARUDD Reason Code 8 issue. At present, newly established DDIs may be returned as unpaid with Reason Code 8 where a collection is attempted on Day 5 following setup. Collections submitted from Day 6 onwards are expected to be processed successfully, provided they remain within the Bacs scheme rules and guidelines. The permanent fix for the original issue relating to erroneous AUDDIS Code I rejections remains in development. Nationwide have confirmed that work is ongoing, however a deployment date has not yet been provided. In addition, Nationwide have identified a batch of Direct Debit mandates that were not migrated correctly. As a result, some collections may be returned with a 'No Instruction' reason, despite previously collecting successfully. Nationwide have advised that remediation activity for these affected mandates is currently scheduled for 06/10/2026. Recommended action As a precaution, we recommend that customers continue to carefully review incoming AUDDIS, ADDACS and ARUDD reports. Where possible, please avoid taking manual action in response to AUDDIS Code I notifications until Nationwide's remediation activity has been completed and validated. Customers should also remain alert to any unexpected Reason Code 8 or 'No Instruction' returns relating to Nationwide accounts and investigate these where appropriate. We appreciate that this issue has now been ongoing for an extended period and understand the impact and uncertainty this may be causing. We continue to work closely with Lloyds, Nationwide and Pay.UK to obtain further information and will share additional updates as soon as they become available. We're here to help If you have any questions or concerns regarding this issue, please contact our Support Team using the details below: Live Chat: Available within DDCMS via the chat bubble in the bottom-right corner Telephone: 01206 675847 (Option 1) Hours: Monday to Friday, 8:00am to 5:30pm For support outside of these hours, please visit our Knowledge Base or use our AI Assistant, both available 24/7. Kind regards, Access PaySuite Service Management Team

12. resolved Oct 19, 2026, 07:57 AM UTC

    Dear Customer, We would like to provide a final update regarding the Direct Debit processing issues affecting some Nationwide Building Society accounts. Nationwide has now confirmed that the remediation activity has been successfully completed. Following validation and monitoring, the issues relating to: Erroneous AUDDIS Code I responses ARUDD Reason Code 8 returns Affected mandates returning as "No Instruction" have been addressed, and normal processing has resumed. We have continued to monitor the situation closely alongside our banking and industry partners and have seen no indication of any ongoing service impact. As a result, we now consider this incident to be resolved and closed. We would like to thank customers for their patience and cooperation while investigations and remediation activities were completed. If you believe you continue to experience any issues relating to Nationwide Direct Debit processing, please contact our Support Team using the details below: Live Chat: Available within DDCMS via the chat bubble in the bottom-right corner Telephone: 01206 675847 (Option 1) Hours: Monday to Friday, 8:00am to 5:30pm For support outside of these hours, please visit our Knowledge Base or use our AI Assistant, both available 24/7. Kind regards, Your Access Team.