Ok... results are the same as everyone else now... integration is working, but with this "extra put into QuickBooks... if I delete it, then all is well... BUT it shouldn't be there...

How on earth am I going to get the first line to understand about the extra deposit...   Aghhh...

Ok.. It was the train crash I expected... "I got told to just delete the deposit, and we will re-create it".

After much wailing and gnashing of teeth .. I deleted it just to say "I told you so". I was then told the system hadn't created the deposit it was me, I created it. because the audit logs said so!  WHAT?!?! 

I was fuming... I then was told that the system didn't create the Go Cardless fees and add them the user should??  because that what the "Tech" had read in the update...  Two hours later I gave up  all I wanted to do was to pass the info on about the Rogue deposits to the backend team..  I give up..

they don't deserve to be helped.

Has anyone else had a miscalculated gocardless fee amount in today's deposit or is it just me?

Also, I got an email stating the investigation into the deposit not being created issue was now complete but I never read anything about the bogus deposit that was made that we had to manually delete.

Yup.. Happened today.. They've calculater the fees as plus VAT not EX Vat, so it added VAT onto a figure already with VAT on...

You couldn't make this up... #incompetantprogrammers  #chimpsteaparty

Today Gocardless recurring transactions have stopped matching in the banking feed (again!)

Gocardless integration totally broken as of today. What a mess (again).

Seems to be working similar to the old way.  2 recurring invoices today have been marked as "deposited". However, the deposit is still in my banking feed unmatched to anything... and I can't manually match it to the correct transactions as they are already showing as deposited. 

How can I fix this? I'm really under pressure with other more important things and don't have time to be investigating Quickbooks issues. 

Managed to get the transactions to match. Had to manually go into the banking deposit in QB and change the vat setting on the QC fees to "no vat". The figures then balanced out and matched. What's going on?

Hello DClelland, It looks like there is a production bug when processing the payments not linked to Quickbooks Online, the senior engineers are looking at this currently. It would be a fixed done by them on an individual company basis. We'd suggest if the same thing happens on Monday(so we can confirm it is not a temporary glitch) either reply here or call us at 08082345337 and we'll take your company details and get this raised up to them to resolve.

This has been happening since Wednesday as I reported above.

You don't have to wait until Monday.

Every gocardless deposit is effected by this issue.

The figure in the AMOUNT section needs to be adjusted to the correct amount as seen in gocardless itself.  The figure is VATable so shouldn't be changed to NO VAT.

The record in the  bank feed will then match.

I've reported this to support and sent screens etc.

thanks @SEdmunds . Sorry, I've not really been following this thread as I don't get notified when someone posts or mentions me (another glitch I presume). Cheers for the heads-up

I'm not going to report it to 1st line support this time. don't think my sanity would stand it..   I'll just wait till they fix it (eventually). it'll be broken again in a week or two anyway..

@hallbeckit @DClelland  Actually I had a good experience with support tonight.  I got to speak to Tier 2 support and they took all the information and they understood the issue.   I also mentioned the reply we got above which they will look into.

I can't remember exactly when but this exact same issue has happened in the past so hopefully shouldn't be too difficult to resolve.

@DClelland , @hallbeckit I've had notification of the investigation number.

"I have added your case to the new Product Investigation, INV-81045 for the issue relating to GoCardless Deposits not matching the actual Fee amounts."

Spend 1.5 hrs on chat to day with same issue; L1 support no use - after saying I had to go & do some work said he would transfer me to L2 to look further - had to go - so still unresolved! 

Hello Dreigiau, thanks for posting on this thread, we are sorry to hear this has happened to you. If you can provide us with more information on what your issue is we would be happy to take a look at it for you. 

I contacted support - finally managed to get through to L2 support, said I would email screen shots when the issue reoccurred, which I did, buy you had already closed the case!!!  0/10 again!

.....So, it starts again, calling L1 support now...30min later I'm still waiting to get through to L2.

It really shouldn't be made so difficult to resolve issues created by updates & bug fixes that render the QB software even more nonfunctional than the original problem.

Hi @dreigiau ,  if you're talking about the gocardless deposits no matching the actual value in the bank feed issue I've already reported it and there is an investigation, INV-81045.

I've also said how to work around the issue above, but I'll restate it here:

Run the "deposit detail" report and find the gocardless deposit.  Change the value of the Amount on the gocardless Fee line to the value that is correct.  You can find this by logging into Gocardless and looking at the deposit there - the figure you want is the "GoCardless fees" one.  The bank feed deposit will then match.

latest update is:

"The next update on Investigation - 'QBO UK - Deposits created using GoCardless App have fee amount that doesn't match the actual fee on GoCardless'* has been scheduled for 12/29/2022"

Hopefully will also resolve the issue of duplicate transactions downloaded for every single mismatched download.  

What duplicate transaction are you seeing?

I notice that this still isn't working correctly, but at least "The engineering team have now started their investigation" as per the email on the 29th December.

This has only been broken since December 14th!

Can we have an ETA for a fix on this please? 

This error on your software has been creating incorrect figures on our accounts for 3 weeks now. This is simply unacceptable!

@Ashleigh1 

@emmam6 

Thanks for coming back here in the thread, @DClelland.

I understand the urgency of this matter and that I want to help you get this sorted out as soon as possible. However, know that we won't be able to provide you with the ETA for when this issue gets fixed. Rest assured. Our Product Development team is doing its best to provide you with a resolution that fixes the error you've encountered.

With that said, I'd recommend reaching out to our QuickBooks Online Customer Care Team. That way, they'll be able to send an email once a fix is available. I'll input the steps below so you can proceed. To begin, here's how:

1. Go to the Help menu.
2. Click Talk to a human.
3. Enter your concern.
4. Choose either Start a Call or Chat.

In addition, I've got you these articles to help your more about GoCardless:

• Set up a customer with Direct Debit (Go Cardless).
• Import mandates for GoCardless.

I'm with you on getting this resolved as soon as possible. Feel free to post here if you have any additional QuickBooks-related concerns. I'll be more than happy to assist you once again. Take care!

@DClelland @hallbeckit @Ashleigh1 

I've had an email  from QB Support saying "As the main issue has now been resolved you should not have to manually correct your Deposit dates any more."

Sadly, my gocardless deposit is incorrect today yet again.

Words fail.

Hi SEdmunds, the investigation for the issue 'QBO UK - Deposits created using GoCardless App have fee amount that doesn't match the actual fee on GoCardless' currently remains ongoing with our support team, and we're expecting an update for this on 13/1/23. If you're experiencing a separate issue to this, please reach out to our support team (click here to begin a chat) so that we can view the full details of your case.