Skip to main content
S
stobonet
April 22, 2020
Question

The link from GoCardless to QBO for newly created GC mandates doesn't work since approx April 15th. Does anyone know why or what to do about this?

  • April 22, 2020
  • 2 replies
  • 0 views
The steps are: 1. QBO instructs GC to send a mandate request to the customer. 2. The customer completes the request and authorises the mandate. 3. The mandate is created in GC. 4. GC notifies QBO that the mandate has been created and provides a link for future payments. The failure is in Step 4 - ie QBO is not recording the creation of the mandate. Further, attempt to import the new mandates fail although existing mandates work as normal. There is no change apparent at the GC end so the failure seems to be with the QBO app.

2 replies

Angelyn_T
Angelyn_T
April 22, 2020

Thank you for reaching out to us here on the Community page, @stobonet.

 

I've checked from our records and haven't found any ongoing investigation about the problem you're having. To help check and review the cause of this unexpected problem further, I recommend reaching out to our Support Team. They have extra tools that help you investigate this more securely. To contact support:

 

  1. Log in to your QuickBooks Online account.
  2. Click on Contact us from the Help menu.
  3. Enter a short description of your concern under the What can we help you with? section.
  4. Tap on Let's talk.
  5. Choose a way to connect with support.

In case you need help with importing mandates for GoCardless, read this article.

 

Post again if you have any other questions. I'm a few clicks away to help. Have a good day!

E
emmam6
March 30, 2023

Hello Community Users, We just wanted to pop into this thread to advice the problem with the mandates was resolved on the 30th April 2020. If you experience any similar issues please let us know, we'd be happy to help.

S
stobonetAuthor
March 30, 2023

You are correct in pointing out that this particular failure in the QBO-GoCardless app was solved some time ago. However, as a general matter this app is incredibly fragile and is prone to misbehave in all kinds of ways. In the last 6 months we have experienced a range of problems and erratic behaviour. The underlying problem is clear. A portion of direct debit payments fail for various reasons, such as (a)the customer have changed the bank account without updating the direct debit bank mandate (or that update process failed) or (b) there are insufficient funds in the mandate account to pay the bill.

The app has never handled these payment problems well and often does bizarre things like terminating the match process between GoCardless payments and invoices in the middle of execution. Usually the only way of dealing with this is to delete the associated bank payment and handle the match manually. This is incredibly tedious if you are processing a lot of direct debit payments. 

The problem is sufficiently bad that we are thinking seriously about abandoning QBO for an alternative service that handles direct debits in a better way!

S
SEdmunds
April 23, 2020

We have this same problem.

 

Also today we have had failures to set up direct debits from new invoices.


We’re unable to collect your Direct Debit payment for the invoice to "Customer Name" for £ 168.00. We tried collecting the open balance of 168.00 via Direct Debit.
 
This may be due to the below reason: The body of your request could not be parsed. Please check it contains valid JSON
 
I've called support to log it.  This is on top of the HSBC link failure...
Terms & ConditionsAccessibility statement