Gocardless Deposits not being created since 24/04/26

Have you had a chance to review your GoCardless settings in QuickBooks to make sure your payments and deposits are being recorded correctly?   

You can verify your deposit settings by following these steps:

1. Go to Integrations and select Find integrations.
2. Search for GoCardless for QuickBooks, select Settings, and then choose Change.
3. Check the Bank account where GoCardless deposits money option to ensure it's linked to the correct bank-type account in your chart of accounts.
4. Click Next to save any changes.

Once you've confirmed your settings are correct, the next step is disconnecting and reconnecting the app. Please note that only the user who originally connected GoCardless to QuickBooks can disconnect it.

If the issue persists after you've verified your settings and reconnected the app, please contact our Live Support Team so they can review your previous case.

Have more questions? Drop a reply below.  

Thank you for replying, however my setting haven't changed and this has been working fine for years now.

I've noticed that GoCardless changed their Payment ID field length from 14 to 28 characters long on Friday when this first failed.

I'd bet good money on that being the cause of this failure.  I've emailed QBO support about that.

I just wondered if this was affecting other QBO users.

Thanks,

Stewart

I regularly find I am the first person to report an issue.

However, I have 6 x Quickbooks accounts, with multiple users, so it’s easy for me to confirm every account has the same issue, and confirm it’s not “just me”.

I don’t use GoCardless, but the most obvious answer is usually correct, so if they’ve changed / increased the field size, that’s the first thing for QB to check.

You could speak to GoCardless too, as they won’t want you to have issues, and might help reach out to Quickbooks to speed up a resolution.

For what it’s worth, I reported 15 bugs to Quickbooks 5 weeks ago, and none of them are fixed yet, but that’s the iPhone app, and the web app seems to get more love (as when the iPhone app is broken, the default answer is to use the web app).

good luck

Hi, I've been having exactly the same issue for the last week or so. Gocardless transactions have completely  stopped matching in the banking page. I have not changed anything at my end and the Gocardless integration is still showing as active. 
I deal with Gocardless transaction on QB daily and have done for many years. The integration is simply not working at the moment, so please sort it out Quickbooks!

I'm having to do a manual workaround in the meantime which is quite annoying. 

Coincidentally- @SEdmunds I think we've been on the same threads a few years ago complaining of similar issues.

I'm glad it's not just me then!  Sorry :)

I've pointed out what the issue probably is but haven't had a reply to my email pointing out the field length change.

And yes @DClelland we have talked about this before but it's been a while, thankfully.

@Mirriam_M can you give powers that be a nudge that the GoCardless integration is currently broken and has been for a week now and what are they doing to fix it?

Thanks,

Stewart  

I understand your concern. To resolve this, I recommend contacting our Live Support team. They have the right tools to check and fix the GoCardless connection.
 
To reach them, log in to your QuickBooks Online (QBO) account. Click the Help (?) icon at the top right and select the Search tab. Enter a brief description of your concern and click Contact Us. Then choose either Callback or Chat to connect with our team.
 
Our live support hours depend on your subscription plan. Please check this article for their availability: Get help with QuickBooks products and services.
 
For any further questions or clarifications, leave a comment below.

I spoke to support and their initial response was there is no reported issue with the GoCardless integration and I should call GoCardless.  They then went away for a while to discuss it and came back with I should still call GoCardless.

This is deja-vu. 

I reported the issue on Monday and went through it in detail on Tuesday with support.

I've asked for this to be escalated and requested a call back from someone more senior.

@DClelland Here we go again.  Don't you just love manually creating the deposits? 

I've also reported this to Quickbooks support, but it appears they don't understand the integration. 

They sent me this:

It's Vidisha, thanks again for contacting QuickBooks Online Customer Support.

Thank you for your time during our screen-share session today. To resolve why these specific mandates are not pulling through, our technical team has recommended reaching out to the integration developers and the payment provider directly. They have the necessary back-end access to trace the missing data.

Please contact the following support channels:

• GoCardless Support: To verify if there is an issue from their end.

• OneSaas Support: Email [email address removed] (they manage the data sync between the two platforms).

Then the developer said this:
This is Chelle from Intuit's QuickBooks Connector Team.  We highly suggest connecting with QuickBooks Online - Payments Department directly for further checking as this falls out of our scope. 
 
Our team focuses mainly on integrating sales transactions from e-commerce to QBO. 
 
Here is there contact information, and they are available 24/7: QuickBooks Online Technical Support: 1-800-446-8848 or 1-800-488-7330
 

@SEdmunds It's so annoying. I feel like we are the only people who use this integration and we are part of their support team, diagnosing the issue! It's ridiculous that it's been broken for this long, but nothing surprises me with QB anymore!

@DClelland Exactly this.

The fact that this a QuickBooks provided integration seems to completely throw them and everything is someone else's problem.

This is exactly the same as the last time it broke - it felt like we were bashing our head against a brick wall.

The GoCardless facility is the default DD provider so you would think that they would take issues with the integration more seriously as it surely will be affecting every customer that uses GC with QBO!

Also the reply from support show's that they don't understand the actual issue as it's the deposit's not being created and nothing to do with mandates.

@JayCaeR @Mirriam_M I have just got off the phone with GoCardless support.  There is no issue with the Quickbooks integration as far as they are concerned.  They confirmed that QBO are the developers of the integration.  They confirmed as well that the field length did change and could have caused this issue as QBO would have to update the integration to cope.

@DClelland I've just noticed that not all the payments are being created for me now, so it isn't a case of creating the deposit and selecting the payments to include. 

I'm missing one payment from Friday's deposit and then I've only got one payment from today's deposit - there should be 6.

Is this the case for you too?

It's because the PAYMENT ID's have changed length as well as the PAYOUT ID's.

I've had an email from GoCardless which confirms this:

"

As discussed during our call, I can confirm that GoCardless changed the ID lengths on April 21st, 2026. 
 
We sent notification emails on 27th Jan, 2026, Subject: Important update to your GoCardless resource IDs
 
I have included the context below just in case you missed the email: 
 

What is changing?

All newly created GoCardless resource IDs (which you currently use for Payments, Mandates, Payouts, Billing Requests etc) will be up to 32 characters long. These changes will take effect gradually from 21st of April, 2026, as we roll out in stages. Any resource IDs created before 21st of April, 2026 will not change, and the existing format of resource prefixes, such as “PM” for payments, and character set will remain the same as this is a backwards compatible change

Will this change impact me?

• If you use GoCardless through a partner app, no action is required. All partners have been informed of the change and have updated their integrations if needed."

There is more but that covers the important points.  

This is going to cause hours of extra effort to work around.

So I contacted support again to describe the larger issue of the payments no longer being created with the longer ID's.

They refused to put me through to a higher level support.  I described the size of the problem in great deal.

They finally tried to put me through but was told that because I hadn't disconnected and reconnected the integration they wouldn't help.

So we did that.  I've had to reimport more than 300 mandates, probably a quarter with matching issues that had to be dealt with manually.

I'm now going through turning on payment by direct debit for all of our recurring transactions, once again over 300 of them.

I have spent hours on this this afternoon, and I'll still have to be manually creating payments and deposits for the missing ones.

Yes I also noticed that some payments are not being created too. 

What a nightmare for you having to do all that. Is nobody on here from Quickbooks to take this on? @JayCaeR @Mirriam_M  What have you got to say about this?

Quickbooks are an absolute shambles. I'd have migrated away to Xero or something long ago if it wasn't for the complication of getting all my recurring direct debits migrated over to the new software, which I don't have time to do right now.

The QB mobile app is awful too. So glitch all the time

Yes, none of the ones with longer payment id's are coming through.

Here's the example of yesterday's deposit:

payments.id
(Payment ID removed)
(Payment ID removed)
(Payment ID removed)
(Payment ID removed)
(Payment ID removed)
(Payment ID removed)

Only the first payment has been created in QBO.  I wonder why?

I've been on the phone to support for 50 minutes this morning and playing the game of talking to level 1 support and them talking to level 2 or whatever drives me insane.  The communication just gets corrupted every time.

I have actually sent that email to QBO Support

I've been told that only one other customer has raised this issue so they aren't taking it seriously.  Hello @DClelland , I assume that's you.

I've explained that customers won't know that there is an issue if they only have weekly gocardless deposits.  The fact that payments have failed to be created for several days now in the background is an issue that you can't easily spot.  If quickbooks users only reconcile the bank feed periodically they won't know there is an issue until it's way too late.

I've been told they are investigating but it could be a few weeks.

I'm awaiting a call back but it could be a while as I've tried to escalate this. 

I've demonstrated that I can't manually put the entire payment id's or payout id's in the relevant fields so this shows that QBO haven't updated the integration in line with the changes that GC have made - despite what the GC email says.

@JayCaeR @Mirriam_M I promise you that this will be affecting EVERY Gocardless integration user over time.

No idea why they censor paymentids really but basically the first one was half the length of the remaining ones.

I started having the trouble with the deposits on Friday 24th, and the payments on Thursday 30th. I have spent the last week trying to reply to the original Q but my authentication kept failing so I couldn't post anything to the Community

The problem is actually very simple: GC is generating 28 character references, the Reference No fields in QBO are limited to 20 characters therefore the posting fails.

What really infuriates me is the way QB are playing dumb, but I have managed to get escalated to the Senior Supportability Team and have a case reference number. That was on Thursday evening (30th) and haven't heard back from them yet.

Hi @MagsMc 

The forum is impossible to use for me unless I'm in an incognito window!

My first failed deposit was the 24th and I spoke to them about it on the following Monday.

I told them on the 29th about the field length change for the payout id's as I had spotted it when I was manually creating the deposits.

I've been promised a call back too and not heard anything.

I find the initial person I deal with when I call support is very helpful, but as soon as they start dealing with the next level support they just don't seem to understand the severity of this issue.   

I thought it was just me who couldn't get logged into the forum! I too can only log in on an incognito window. I went round in circles for about an hour getting frustrated, then eventually called support who assisted in getting me logged in via an incognito window. According to them it's a browser issue on MY end and not their fault. Funny it's happening to all 3 of us?

How about you fix this issue too QB? @JayCaeR @Mirriam_M 

I'd worked out that an incognito window worked on the forum - I mentioned it to support and they said yes they know you have to do that else you get errors.

Great isn't it?  It's been like that for over a year as far as I've noticed.

I've also raised this with failure GoCardless to let them know that the QuickBooks integration is currently broken with several of us are complaining over here.  He said he had reached out to the Partnership support team in GC.  They reiterated that as far as GC were aware there was no issue from their end.

Creating the payments manually is so time consuming.  This is going to be hours of extra work for me a week.  Obviously I can't enter the entire payment ID's in the fields due to the length issue though...

Still no call back from the manager as promised here either.  It's been over the promised withing 48 working hours.

Have you ever felt like you are being gaslit?

I am in the same boat, no deposits are added in Quickbooks so there is nothing to match, contacted QB support and it looks like they just read this thread, I was told to open the GoCardless connector settings and then save them again. But right after I was told to disconnect the app, I asked if that would impact me at all and they said not to their knowledge, I didn't trust that so thankfully did not disconnect the app.

I have found the email from GoCardless that stated all partners have been informed and there is nothing for us to do, this change will not affect us. QB support have sent me to OneSaaS who also refused to help "this is out the scope of our support as our expertise are limited on the integration process which automates syncing sales from e-commerce app to QuickBooks".

I expect we will get a lot of finger pointing, QB support blamed GoCardless as they changed the field length, but GoCardless informed me at least at the start of Feb, so I expect they informed QB/OneSaaS well before then. PITA when we pay so much money for the service and if we ever need support, it's awful and resolutions to issues like these tend to be very slow. 

You seem to be further down the investigation than me so thought I would ask you, do you know if payments are being processed ok still i.e. the payouts are all going to be ok, it is just matching them in Quickbooks that is affected? 

So we can manually create the deposits and match to the bank feed (but we can't enter the full ID), or are there even more issues you have come across? Manually setting up these deposits will be a time consuming nightmare, but I am trying to assess the scope of the issue to see whether I need to speak to customers and switch them all to another payment method to limit how much remediation is needed. Thanks in advance