cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements
Get your Payroll questions answered by a QuickBooks Product Manager here - https://intuit.me/31Nl3My
AKUK
Level 3

GoCardless deposits not automatically matching in bank feed

Hi all, this is an issue I have been having on and off for at least a year, possibly 2 now. I have reported it to Quickbooks support who, as usual, were not very helpful and were going to pass on my feedback to development. My last 2 GoCardless deposits have failed to auto-match, is this happening for anyone else?

 

The issue is that GoCardless transfer the money to my bank account and then in the bank feed this transaction does not match to a deposit. The fix is to go to GoCardless, look up the details of the deposit to see which invoices it covers, then manually create a deposit in Quickbooks and select the invoices then add the GoCardless fees at the bottom so the deposit matches. This takes a lot of time when the deposit covers a lot of invoices i.e. recurring invoices for monthly subscriptions I provide to my clients.

 

This is a pain, I pay for Quickbooks to make my life easier and at the moment Quickbooks is making my life a lot harder. Whenever I have tried to make a complaint I am advised to send the complaint to the support rep I am dealing with and they will pass it on, I don't tend to hear anything back and nothing gets done (AMEX bank feeds still not working, no solution for automatically handling VAT on GoCardless fees, and now GoCardless deposits do not auto-match). 

 

If anyone else has this issue and has found a better fix then I'd appreciate it if you could help me!

8 REPLIES 8
Ashleigh1
QuickBooks Team

GoCardless deposits not automatically matching in bank feed

Hello Akuk, 

 

Welcome to the Community page, 

 

For the two that failed, are the transaction for the same amount? Can you see the GoCardless invoice and the bank feed transactions? 

 

Could you send us some screenshots of the transactions that are involved so we can take a closer look into this issue you are having with GoCardless and the deposits not automatically matching, thanks. 

 

In regards to Amex bank, we are still working with the bank to get this resolved, it is taking a lot longer than we hoped and expected, but soon as we get any updates we will inform our customers. We do not have an ETA of when this will be resolved. 

 

RVD
Level 1

GoCardless deposits not automatically matching in bank feed

This is also happening to me.  It's to do with the GoCardless fees and how the vat is allocated (exclusive/inclusive).  It's happened on several transactions over the last 2 months.  I found a workaround a few weeks ago but didn't write it down and now can't figure out how to resolve the problem.  Have we got a solution? 

KlentB
QuickBooks Team

GoCardless deposits not automatically matching in bank feed

I know that this hasn't been easy for you, Ribble Valley Dance.

 

Please know that we've already raised this GoCardless deposit issue to our engineers. Currently, they're still conducting a series of tests and investigations to find the root cause and resolve this issue. While we're working on this, you'll want to give us a quick chat so we can add your contact information to our notification lists.

 

When we get this sorted out, you'll receive an email update. Here's how to connect with us:

 

  1. Sign in to your QuickBooks Online company.
  2. Go to the Help (?) icon at the top right.
  3. Enter "Talk to a human" again in the search bar, then select Live chat.
  4. Click Live chat again.
  5. Enter "GoCardless deposits aren't matching to the corresponding bank feed transactions due to the amounts differing in value." in the description box, then click Let's talk.
  6. Select Start a chat.

Once you're in, please provide this investigation number to our representative for a faster transaction: INV-52217. In the meantime, you'll want to consider manually changing the amount of the GoCardless deposits so you'll able to match them to the corresponding bank feed transactions.

 

I've also enclosed some articles that will help you streamline the categorization and review process of your downloaded bank transactions:

 

Don't hesitate to visit and add a reply to this thread again if you have any other concerns. I'll always have your back.

AKUK
Level 3

GoCardless deposits not automatically matching in bank feed

The workaround seems to be to open the Chart of Accounts, find the bank account the GoCardless deposit was made to, find the deposit and click edit, at the bottom where it shows the GoCardless Fee change the "Amounts are" to "Exclusive of VAT" then change the VAT code to No VAT and the figures should fix themselves. 

 

It looks like Quickbooks is entering in the GoCardless fee then adding VAT to it when the GoCardless fee should just be set as inclusive of VAT. 

RVD
Level 1

GoCardless deposits not automatically matching in bank feed

I am having this same issue again - the usual workaround to go into Chart Of Accounts, find the transaction in the Bank Account and adjust the Vat as noted above won't work because the transaction is not even showing in that list.  Anyone else having this issue? 

Joesem M
QuickBooks Team

GoCardless deposits not automatically matching in bank feed

Welcome and thank you for posting here in the Community, @RVD

 

I've checked our records and haven't found any issues about the GoCardless deposits that aren't showing on the list. Meanwhile, I have some information to get you back up.

 

If you're using a browser, its stored cache may be full. I'd first suggest logging into your QBO account via an incognito window. This feature doesn't use the existing cache files, which makes it a good place to determine if there's an issue with the browser. Here are the keyboard shortcuts: 

 

  • Safari: Command + Shift + N 
  • Google Chrome: CTRL + Shift + N
  • Mozilla Firefox or Microsoft Edge: CTRL + Shift + P 

 

Once signed in, go back to the Chart of Accounts menu. If you're able to view the list from there, let's clear the cache of your main browser. This helps remove its stored cache so it'll function efficiently.

 

In case private browsing doesn't work, I recommend using different browsers. These are Google Chrome, Mozilla Firefox, and Microsoft Edge. They will provide you the best and most secure experience with QuickBooks. For more details, see this article's Supported browsers section: System Requirements For QBO

 

However, if the issue persists, I would suggest contacting our Customer Support Team. They have tools that check your account securely and provide other troubleshooting steps to match them to the corresponding bank feed transactions.

 

Here's how:

 

  1. Sign in to your QuickBooks Online company.
  2. Go to the Help (?) icon at the top right.
  3. Enter "Talk to a human" again in the search bar, then select Live chat.
  4. Click Live chat again.
  5. Enter "GoCardless deposits isn't showing" in the description box, then click Let's talk.
  6. Select Start a chat.

 

Also, you can check out the articles shared by my colleague KlentB on how to properly categorise your transactions in QuickBooks.

 

Once everything is fixed, I'm adding these articles that will guide you in reconciling accounts and how to upload transactions manually:

 

 

If there's anything else that I can help you with, please let me know in the comment section down below. I'll get back to you as soon as I can. Keep safe.

hlpline
Level 1

GoCardless deposits not automatically matching in bank feed

none of my GoCardless are matching because of the charges by Gocardless.

The work around (from QBO Support) is

Input the receipt manually on each of the accounts that the payment is for 

and then match it with the payment

Not sure how you deduct the charges they were not very clear.

I thought it would be easier to set up GoCardless as a customer and post a credit note for the charges.

Then match the receipt with the invoices and then use the credit for the 'underpayment' but then QBO doesn't allow credit notes to appear when you are allocating receipts. 

I thought that using Go Cardless would make my life easier, but I'm now making twice as many entries from when I wasn't using it.

AKUK
Level 3

GoCardless deposits not automatically matching in bank feed

Mine seems to be working fine at the moment so not sure why you are having problems. Did you add GoCardless from the Apps section on Quickbooks? 

 

There should be a GoCardless Fees account which you post the fees to so the invoice amount matches the deposit amount. 

Need to get in touch?

Contact us