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123146512278994
January 15, 2023
Question

Go Cardless Mandates

  • January 15, 2023
  • 2 replies
  • 0 views

Has anyone else had problems with QB Deleting all the direct debit mandates?

We lost all our mandates at the end of November. It's the only way we take payments so big problem for us. most of them imported back in, but some didn't the ones that didn't seem to break the whole reconciliation system. I.E it doesn't work at all anymore. It used to work out the gc fee and create a journal entry for the fee and vat amount. Looks like we have to do it by hand now. Which is less than ideal. 

 

QB support have been looking at it for over six weeks, not sure they know how to fix it. Does anyone else know how to fix it?

2 replies

Q
QueenC
January 15, 2023

Thanks for posting here in the Community forum!

 

I can see the urgency of getting this resolved, @123146512278994. However, I've checked our records and found out that your issue is still ongoing. Please know that our engineers are currently working to sort this issue out and to provide you with a permanent solution so you can have access to and import your missing direct debit mandates. Rest assured that updates will be rolled-out once available so I'd recommend keeping an eye out for any email notifications.

 

Also, you can reach out to our Customer Support Team to follow up on the ongoing investigation. You can reach out to them by following these steps:

 

  1. Go to Help.
  2. Enter the description of the issue then click on Contact us.
  3. Click Let's talk.
  4. Select Start a chat or Get the number.

 

I've also added an article that answers frequently asked questions about GoCardless for QuickBooks Online: Learn more about GoCardless direct debit for QuickBooks Online (FAQ).

 

I appreciate your patience in this matter, rest assured that I will also keep an eye out for this investigation. And as always, you can raise your questions regarding direct debit mandates in QBO. Have a wonderful day!

1
123146512278994Author
January 16, 2023

I have had lots of conversations on chat and back and forth with support team.

 

The problem is, weeks go by and nothing actually happens.

 

I have hundreds of missing journal entries now for go cardless fees. I also have customers with spurious debts accruing. This is very embarrassing for us. We are trying not to let our customers know that our accounting software has had a complete melt down.

 

 

 

A
Ashleigh1
January 16, 2023

 Hello 123146512278994, we know this is not ideal, however our engineers are working on getting this resolved fully for our customers. We fully appreciate that it is taking longer than expected but it is being worked on and you will receive any updates on this once available so I'd recommend keeping an eye out for any email notifications.

1
123146512278994Author
January 20, 2023

The missing mandates are back in. But the missing journal entries need generating. How do we do that?

I think there are hundreds missing. We have a vat return looming so its super urgent. No one from QB has mentioned fixing this at all? There are around £12k inbound payments un reconciled 

 

G
GeorgiaC
January 20, 2023

Hi Paul, it's great to hear that the mandates have been restored. The journal entries would need to be created in QuickBooks, this can be done by entering one bulk JE or by locating and copying the previously automated JE, ammending the details after copying as required. 

1
123146512278994Author
January 20, 2023

No, its not quite like that. You guys need to sort out the reconciliation that automatically creates the journals. It needs doing as a matter of urgency. Like I said there are hundreds of missing entries. We simply do not have the man power to do this, and it may still be broken. Please ensure your engineers get this sorted.

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