Hello, Tim214. Please ensure that the email address you used for the mandate request aligns with the one provided and listed in QuickBooks. An email mismatch is a common reason your client might not have received an email.
Also, keep in mind that you can only request direct debit payments from customers in GBP (£), and their email must be active in QuickBooks Online. If your client is located internationally, this might also explain why they're not receiving the request email.
If everything appears correct on your client’s side, check the status of your mandate and try resending it. Then, advise your client to check their spam or junk folders and inform them that the email will be from GoCardless, not from you or QuickBooks.
If you have any further questions, don’t hesitate to reach out. We're here to help.
