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123146512278994
Level 1

Go Cardless Mandates

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?

17 REPLIES 17
QueenC
Moderator

Go Cardless Mandates

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!

123146512278994
Level 1

Go Cardless Mandates

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.

 

 

 

Ashleigh1
QuickBooks Team

Go Cardless Mandates

 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.

123146512278994
Level 1

Go Cardless Mandates

Still no update from QB Support. 

 

And more and more gc fees being missed by your system.

 

Do you have any SLA's for serious issues like this?

Adrian_A
Moderator

Go Cardless Mandates

I appreciate you for getting back to us, 123146512278994.\

 

Upon checking, the investigation about importing GoCardless mandates is still ongoing. As of now, we're unable to provide as to when this issue will be fixed. 

 

Rest assured, once we receive communication from our engineers, either my colleagues or I will update this thread.

 

Feel free to pin this link as a reference about managing GoCardless: Learn more about GoCardless direct debit for QuickBooks Online (FAQ).

 

Keep me posted if you have other concerns about your QuickBooks account.

123146512278994
Level 1

Go Cardless Mandates

I do understand how to import mandates from gocardless. problem is, in QB it says there are no mandates to import. but there are. Your engineers have been working on this since the beginning of December. Is my problem part of a bigger problem maybe?

 

But as for quickbooks now not recognising any of the invoices paid from GC and your representative telling my that I will have to pay an accountant to sort it out. the longer this goes on the longer its going to take the accountant to fix. I told the accountant about the issue today so they are primed to do the job, but they say there is no point in them fixing the missing journal entries until you have fixed your software. 

 

So you understand my frustration, its costing me money, I look foolish infront of my customers because none of their accounts now balance. 

 

Up until November I would have recommended quick books, and have done. But now I'm afraid after this software failure and not getting updates for weeks at a time. I don't think I could recommend quickbooks to anyone. 

 

123146512278994
Level 1

Go Cardless Mandates

One other point I should mention, is that we can see in the audit logs when QB Care Team have logged in. The last log in was 16th December 2022. I understand from the engineer that I spoke to that they have to log in to look at the issues. 16th of December is 1 month and 1 week ago. Like I said, every day that passes is costing me money.

GeorgiaC
QuickBooks Team

Go Cardless Mandates

Hi 123146512278994, we do fully appreciate the frustration being caused by this and the knock on impact that this has on business. Please be assured that our team are working diligently towards a resolution, and you will continue to be updated via email. It is also usual for our technicians to access accounts only at the beginning of the investigation, to view the behavior or background information, so do not be concerned by this. :)

123146512278994
Level 1

Go Cardless Mandates

Do we have any update on the SLA?

 

Paul

GeorgiaC
QuickBooks Team

Go Cardless Mandates

There's no SLA listed on the investigation Paul, though we are working to resolve this as soon as possible.

123146512278994
Level 1

Go Cardless Mandates

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 

 

GeorgiaC
QuickBooks Team

Go Cardless Mandates

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. 

123146512278994
Level 1

Go Cardless Mandates

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.

Ashleigh1
QuickBooks Team

Go Cardless Mandates

Hello 123146512278994, we will pass this  all on to our engineers who are looking into this issue 

123146512278994
Level 1

Go Cardless Mandates

Many Thanks, been on the phone to Helpdesk to today, they suggested emailing them directly, so I have done this to. Fingers crossed they can get this sorted, it gets worse daily.

123146512278994
Level 1

Go Cardless Mandates

So the engineering team have come back today, and given me the reasons why the software has stopped reconciling.

 

By The Way the reason the software stopped reconciling is because they removed all the direct debit mandates (26th Nov 2022), the last 4 mandates where imported 2 days ago. They admitted to this and apologised profusely!

 

So tonight we have @£13,690.00 of transactions unreconciled. All with associated go cardless fees missing.

This is because of the missing mandates I presume. I have been told over and over again that they are working on sorting this issue. 

 

This is what they said tonioght, the reason your transactions don't reconcile is the following.

 

  • Dates don't match (or are not close)
  • The bank account on the payment is not the same as the bank where the match is located
  • The amounts don't match
  • The payment has been reconciled
  • Multicurrency issue with exchange rates
  • Its already been matched to something else

 

This is beyond unacceptable! 

 

I have been telling them since the beginning of December that everyday goes past its getting worse. "Don't worry its in hand and we are so sorry for this" they said!

 

Looks like I'm on my own now. I'll have to get an accountant to sort this mess out. The whole idea of quickbooks is that I don't need a book keeper. Its going to cost me a fortune!

 

Please I hope someone at QB can pick this up and help me with it. It would seem that this is the only way I can get anything done is posting the issue here!

123146512278994
Level 1

Go Cardless Mandates

Still no update from the engineers, I have posted screen shots to them but nothing back. Please can you stress to them how important this is. I am loosing sleep over this!

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