Update from QuickBooks, they have acknowledged the issue and advised it's being fixed:

Hi Mike,

Thank you for being a valued QuickBooks customer.

I am sorry fi you are receiving this email again, I just want to make sure you are being notified that our engineering team is still working on to resolving this issue. 

We are aware of the frustration being caused by QBO UK - issue with Gocardless, issue with some direct debits collections and have raised this with our engineering team to resolve.

We will next update you on 8/26/2022, or if new information arises, or ultimately if a resolution is deployed.

We appreciate your patience!

Many thanks,

QuickBooks Online Customer Success

Hi @Mike Wade ,

I think this is referring to the major issue they had with the gocardless integration completely failing - all invoices due to be paid by gocardless appeared to revert to pay manually and no new invoices could be raised to be paid by gocardless. That issue was fixed weeks ago and occurred at the time gocardless did a system update.

The invoices not being marked as PAID is an update that QBO did at a similar time which is why we talk about both issues on this thread.

I've had an update today via email :

"

Thank you for your patience while we looked into the issue you have reported.

I have brought this situation to the attention of our engineering and compliance team as mentioned, and together have analyzed the behaviour you are experiencing. Both the teams have since confirmed that the new payment process introduced for GoCardless on QuickBooks recently is 100% compliant and correct from an accounting stand point.

Nevertheless, we do understand your frustration caused by this change, and as such, we are looking into alternatives to address these instances. Please continue to bare with us, while the teams are working on this.

I will email you once more, as soon as we have an update on available options.

"

I see there has been no change or updates regarding this.

My Gocardless transaction have stopped matching in the banking feed for the last few days. Is this a known issue?  Anyone else experiencing the same?

Hi DClelland, there are no reported issues for this currently, what date did you notice that the issue began? As a workaround for existing transactions, you can receive the full amount on the invoice to the undeposited funds account > create a bank deposit > tick the invoice and in the account column of 'add funds to this deposit' select the fees/expense account and enter the amount as a negative > save > match to the net amount in the bank feed. 

Yes,  today's gocardless payment hasn't matched as there isn't a deposit from gocardless actually in quickbooks.

I hadn't received a gocardless payment since the 16th when it worked fine.

Thanks for the reply @GeorgiaC . You now have 2x reported issues. It started on Thursday or Friday last week.

Alfie on support has just told me that

"So what it seems is that it is an issue with gocardless as it is a third party app connected to quickbooks so I would check with them as it is their system that isn't connecting properly."

They then proceed to give me GoCardless's telephone number to call.

@GeorgiaC , please, please, please can you get support to understand that Quickbooks provides the GoCardless integration?

@DClelland have you contacted support about this yet?  

Hi @SEdmunds,

Thanks for sharing their response. I have only reported it here. I find calling or chatting with support extremely frustrating and stressful, they are usually clueless with these type of things. They usually don't even understand how the Gocardless integration SHOULD work, never mind trying to fix it. I simply don't have the time to waste dealing with them anymore. 

Hopefully a fix will be worked on now that 2 of us have reported it @GeorgiaC ?

That is exactly my current experience on the support chat - deeply frustrating!  They made me call GoCardless who say there are no issues.  QBO support just couldn't believe that GC support couldn't support the QBO app...

I've been on the support chat for an hour and a half now.  They honestly don't have a clue how the gocardless integration works.

We've got the same problem; it started Friday when the DD didn't mark it as deposited. Then yesterday, the DD never went into undeposited funds, followed by not doing anything despite appearing in the bank download feed. Finally, I got frustrated with a 1st line Chat person called Bernadette, who had NO idea how Go Cardless worked; she sent me a link to the "new procedure" from a month ago.  I told her it wasn't relevant in this case.. she didn't believe me till I cut and paste the section that says what to expect. She then couldn't transfer me to tier 2 as they were "busy" (probably answering many other Go Cardless queries??? They finally sent her a message telling me to report it if it happened again.    

Finally finished after 3 hours.  Dealt with Tier 2 at the end.  They are going to investigate, I've provided as much information as I can.

If you could report this issue to support it would help for them to see it's not just me with the issue - I've said that two other customers have it at least.

Another one doing the same today...  hasn't gone into undeposited funds, so It wont credit tomorrow.

Struggled to make tier 1 understand again..  then they put this in the chat:

@hallbeckit , @DClelland 

I've received an update email that says the investigation is

"INV-79944 for the issue with GoCardless deposits not generating on multiple invoice payments"

As you say, today's GC deposit wasn't created in QB either.

I've also been struggling with an issue with two of my customers having failed mandates and then trying to create a new mandate to replace it.  I'm not having fun with QBO and GC right now.  That one is currently with GC support.

Dealing with the front-line chat support with any GC issue is extremely difficult every time.

Hello Sedmunds, thanks for posting this and sharing it, our engineers are working on resolving that investigation as quick as they can in the meantime the work around is to manually record the Payment to Undeposited Funds, and the Deposit from Undeposited funds into the bank account, minus fees.

I now have the same issue with invoices not being marked as paid AFTER GoCardless payment has been received, and GoCardless bank deposits not matching. Since Thursday/Friday last week, for previous 3 years it has worked fine. This is obviously a more widespread issue. Come on Quickbooks, sort it out, this is costing me time and money! 

I can see the urgency of getting this resolved,  Pete_H. 

As of the moment, we have an ongoing investigation about deposits not generating automatically when the payment has been received and Paid out via GoCardless. I suggest contacting our Customer Support Team to get added to a list of affected users. This will allow you to receive updates via email about this investigation. 

Here's how to reach them:

1. Click the Help menu in the upper-right-hand corner.
2. Type in "Talk to a human", then press Enter.
3. Look for I still need a human and click on it.
4. Click Get help from a human or Contact Support Team.
5. Select between Send a message, Schedule an appointment, or Get a callback.

Rest assured, our team is working on it and doing its best to fix this issue as soon as possible. 

To know more about GoCardless Direct Debit, see the below articles:

• GoCardless Welcome Guide
• Learn more about GoCardless Direct Debit for QuickBooks

Comment below if you have other concerns with your transactions and anything related to QuickBooks. I'll be around to help you.

Something has changed.

Payments have appeared in QBO for today's and tomorrow's GC payments and a deposit has appeared for today's GC payment. 

Yes, same here. 

Us too...  Payments for tomorrow are in undeposited funds...

BUT.. it put a credit in the main bank account, which equal the GF Fees??  which made the bank unbalanced with QB. I've deleted it.. as its clearly not right.. lets see what happens tomorrow at midday when the actual payments credit.

They said they were adding us to the list for email updates on this... They Lied..   (again).

I'm afraid your 1st line help is worse than useless.  You haven't trained them on anything to do with Go Cardless.  It took an hour the other day to get your "Tech" to understand this issue. It was like they were just working from a script.

I separately spoke to two 1st line techs on this on consecutive days.  While waiting they BOTH asked exactly the same question "what will you be doing next in QuickBooks"  then proceeded to try to push /promote Payroll.

Please note, stressed Business owners do not want a Soft or hard sell when they are trying to fix QB issues. I was NOT impressed.

I've checked this and what has happened with me is the extra credit it has put in the current account is the GC fee from the 22nd!

I found this by searching in GC for the Payout (PO*) reference number given in quickbooks against this credit.

I had already manually entered this myself when creating the deposit myself for the payment on the 22nd.

This isn't good enough.

I've replied to my case email updating them with this new information, great spot @hallbeckit !

I totally agree with this.

I was told by QB support :

"So what it seems is that it is an issue with gocardless as it is a third party app connected to quickbooks so I would check with them as it is their system that isn't connecting properly.

The gocardless app has its separate team to deal with the issues but you would need to go through them, I am just trying to find the information for them."

They then proceeded to give me the GC number to call, which I did just to get a quote and a name from GC to reply back to the QB support that the App has absolutely nothing to do with GC and they don't support it!

It's so frustrating... 

@hallbeckit @SEdmunds @Pete_H  

I too have had a Gocardless fee randomly added to my balance, unbalancing the totals.

QB really need to sort this shambles out or just give up with supporting the GC integration, as they clearly don't have a clue what they are doing and the integration is not fit for purpose. 

I wish I could get on with my work without having to deal with QB issues all the time.