Thanks, I think I am closer to 50 payments on some of these payouts :persevering_face:. From what I have seen so far there are two issues, one the payout isn't matching as there is no deposit, and two (as there is no deposit) I have a load of invoices showing as overdue where GoCardless has successfully taken payments which comprise the unmatched payouts. 

I just wanted to make sure there weren't further issues to be aware of but as it stands, A/R is totally messed up as we only know what we need to chase once we manually create the deposits, and we can't use the proper IDs due to the field character limits. 

It wouldn't be so bad if QBO hadn't increased in price so much and so often, it's a premium priced product with sub-par dev and support teams. Can't even get their own forum working properly, I also have to use private tab to post :grinning_face_with_sweat:

Do you have daily payouts or a weekly payout from GC?  I’m glad that I opted to stay with daily because processing a week’s worth would be unthinkable.

My invoices show as overdue for a few days until the payment is created by the integration prior to the deposit.  It didn’t used to but that is a story you can find in the depths of this forum!

You absolutely made a good decision not to uninstall the integration.  I’m not sure how much trouble that is going to cause me down the line - so far it’s just been several hours of effort.

When will QBO admit that it’s just utterly broken and stop telling customers to jump through unnecessary hoops?

I think I am on daily but doesn't make much difference as I batch process invoices so when I do a payment run, there will be a lot on a single day which will bite me here. 

I have been using GoCardless with QBO since it was in Beta and for the most part it has been ok, occasionally I have to manually fix some transactions, often because a customer has paid by BACS when DD was scheduled and I matched that in the bank feed. I can faintly recall one or two breaking issues like this which took some time for them to fix though...

I am seeing payments in the overdue section (one I picked out at random is showing 6 days overdue) where GoCardless has already taken payment and the payout is pending in my bank feed but I have nothing to match it to. 

As far as I can see, the communication TO GoCardless is working just fine. So the DDs are being instructed, collected and paid out as they should be. The only (?!) bit that's failing is the posting into QB, because the reference fields are too long causing the posting to fail.

So your customers don't need to know anything about this. You might need to turn off or amend settings for reminders so you're not chasing people for invoices that have already been paid - you just haven't managed to get them posted in yet.

We get ~500 DD payments per month, ~300 of which are for invoices dated the 1st of the month and all arrive on the same day - thanks to the bank holiday, that's going to be Monday 11th - and it's going to take a couple of days to get them all in. Can't wait 

PS Thank God I'm not the only one having trouble authenticating.

I've had two very long phone calls with QB Support trying to explain the problem, reminding them over and over again that I can login into QBO just fine, it's the Support/Community I can't get into. Then she asked me if there was a phone number I could call!!!! Through gritted teeth I said 'this is YOUR support site. YOU. ARE. THE SUPPORT'. And she said, 'Oh I'm only trained on QBO, I don't know anything about the Community'.

I nearly screamed and really wanted to cry.

But the private/incognito window does the trick, thank you. If only I could have asked you....

Thanks for clarifying, it's good to understand the scope of the issue at least :)

Are you all manually setting up the deposits with the only limitation being you can't enter the full GC reference? I will get started on this too so I have an accurate picture of A/R and can start chasing the ones that need it. 

That's what I'm doing as I can't wait for this to keep building up.

As I posted earlier the easiest way to see what you need to do is to export the Payout breakdown from within GC as transactions.  This will give you the Invoice numbers that have been paid, with amounts and ID's.

I then create a payment against the relevant customer selecting the correct invoice if there are multiple.

Once these are created it's a case of creating the deposit and selecting the relevant payments that are in it.

Finally the balancing GoCardless Fee line is created.  The easiest way to ensure this is done correctly is to open a deposit from the start of last month (when it worked!) using the Deposit Detail report in QB so you can see the way the Fee line is created.

I'm just about to start yesterday's deposit of 31 invoices... 

I'm doing that too @SEdmunds although I have had to find a jump start on the deposit I'm expecting on Monday. 

As you know, usually the payments are posted to the customer account/Undeposited Funds the working day before the funds are received - at this point, their status in GC is 'Confirmed'.

If you filter the Payments list by status 'Confirmed', you get the listing of what should have been posted to the customer accounts. In my case, all 296 of the beggars! 100 posted so far, only 196 to go....

At least I'm not having to wait til Monday.

I've been working on this today so it doesn't waste my time in working hours. The first payout had all the payments created in QB already so all I had to do was set up the deposit, select the invoices from the undeposited funds section, add the GC fees to balance and post.

The next one was missing all the payments in the undeposited funds section so have to manually create the payments, assign to invoices, then do the deposit. This will take some time to do properly and without error as there are so many transactions in the payout! 

Hi guys,

Just wondering if anyone has had an update as to when this might be resolved?

Also, I'm just wondering if you guys could give me some advice regarding the way I'm currently handling these transactions while the integration is broken...

Initially when this issue started, when on the banking screen I would select the amount received from Gocardless (this might be a payment from say 3x customers combined". I would then click on "find match", select the 3x invoices that the payment related to. But the amounts wouldn't match due to the Gocardless fees which have not been added in automatically by the integration. I would then click "resolve the difference" and add the Gocardless fee in manually as a minus figure. This makes everything reconcile and the invoices get marked as paid. All done (I think?)

However after a few days of doing the above, it started to behave slightly differently... When on the banking screen, I now just need to click on "find match" select the 3x invoices relating to the deposit and everything seems to match/reconcile. So I no longer need to "resolve the difference" and add the Gocardless fee in manually. My bank balance matches the Quickbooks balance and the invoices are marked as paid. So everything appears to be ok as far as I can see. 

However I have a horrible feeling I'm not doing something right and something is messed up or not matching up in the background that I'm not aware of. And the longer this stays broken, I'm getting deeper and deeper into a mess. I've never manually set up any deposits since this issue happened like you guys, so I fear I'm doing it all wrong.

Any help would be greatly appreciated.

Thanks

The way you would do it depends if the invoices are being marked as paid by QB still and being sent to the Undeposited Funds ledger or not. 

If QB is marking the invoice as paid then you would create a new bank deposit from the QB Create menu, select the bank GC sends payouts to, st the date of the payout, select all the invoices that form the payout, in the "add funds to this deposit" section:

Received from: GoCardless

Account: GoCardless Fees

Description: Up to you

Payment method: Direct Debit

Ref No.: Up to you, I use the GC payout ID (as much as the field will handle)

Amount: Use the fee from the GC payout, make sure to use a negative value i.e. -3.99

VAT: Standard 20%

I set the "Amounts are" box above the VAT to Inclusive of Tax and then check the tax sum matches the tax sum in the GC payout, sometimes it's a penny out in which case fix it.

In the Memo box I put "Added manually" so I know I added it. 

Save and close, now it should match in the bank feed. 

If your invoices are not marked as paid then before you do the above, you need to receive payment on the invoices, make sure you set the "Deposit to" account to "Undeposited funds". This will populate the list used in my steps above when creating the deposit. 

Thanks for your detailed response @AKUK . 

The way I'm doing it, the invoices are indeed being marked as paid as I'm matching these manually on the banking screen.

I'm not too familiar with the "Undeposited funds ledger" within QB to be honest, however I've just looked it up within my account and I can see that is has a negative balance of £60, and the last transaction that appeared in it was on 27/4 (presumably this is around the time when the problem started).

It sounds like you're doing it the right way for sure, and this mimics the was the integration would do it. However, regarding the quick way I'm doing it, the bank and QB balances are reconciled, and the invoices are marked as paid. So I'm struggling to see what I'm doing wrong by doing it this way. With me not manually creating bank deposits, what implication will this have on my accounts? 

Thank you

Good question, I don’t know the answer as I’m surprised yours are reconciling. If you invoice a customer £100 using GC, you aren’t paid out £100, so potentially one of the invoices you are matching to is only being marked as partially paid with a balance (equal to the GC fee) outstanding. 

If you match one payout to multiple invoices then the last invoice you match to is the one to look at to check if it’s only been partially paid. 

I’m doing it the way I described above - create each payment against each customer (into undeposited funds).  Then create the deposit to put them in and match.

The way you are doing it now how is the Gocardless fee being accounted for?

I’ve been now told that they need to disconnect the integration in the background to fix this.  I’ve not given permission for them to do that yet and have asked them how it can work if the field lengths haven’t been changed yet?

That’s the way I deal with my stripe payments.  They have made a change recently which puts the correct amount in the balancing transaction field.  As you say the final selected invoice I have to put in the invoice amount because that defaults to just the amount left in the bank payment.

Thanks for the assistance @SEdmunds & @AKUK 

I can now see the discrepancy within my QB account because I've not been doing the workaround correctly. 

When I go to the "customer" page, a lot of my clients are showing a small outstanding balance ( mostly between £1 and £10), which shouldn't be there. I assume this is because the Gocardless fees are not being accounted for.

I guess I'll now need to undo every Gocardless transaction I've dealt with over the last 2 weeks or so since the issue started. I will then study the workaround that you guys are using and try to implement that for all transactions and hopefully everything matches up. 

I will try to put a couple of hours aside tomorrow to tackle this. Don't see why we should be having to spend our own time doing this though. Infuriating!

This is a complete shambles and really makes me want to stop using Quickbooks. It's really not good enough. Are they not supposed to monitor this forum and pick up any issues (or maybe they cannot get logged in!). @JayCaeR 

A few of us (myself included) have contacted QB support and been given incorrect advice, they are aware of the issue but whether it has been fed to the right people to fix it is anyone's guess, as is the timeline. 

the annoying thing is, they will blame GC but GC gave everyone plenty of notice and told us that we had nothing to do to prepare and all GC partners have made the necessary changes. 

Today I was sent this from GoCardless support:

”Our Partnership team has confirmed that the QuickBooks team was informed of this change and should be the ones providing you with a resolution for this.
 
I hope you manage to resolve this with the QuickBooks team!”

Thanks for the assistance with the workaround @AKUK & @AKUK . I've spent half a day today implementing the instructions you guys shared and also undoing all the transactions where I applied the workaround incorrectly the first time.

What a headache! I've noted that Quickbooks support have been nowhere to be seen @JayCaeR ?? No assistance with a workaround either. Are these forums not supposed to be monitored and any issues raised to the relevant department??

I will call QB support via telephone this afternoon and attempt to apply some pressure on them regarding a fix or even an ETA for a fix. I have resisted calling them up until now as I can literally feel my stress levels go through the roof when I have to interact with them over the phone. It's painful!

I have 2x QB accounts and will be seriously looking into migrating both to Xero after this. 

I'm currently processing my 31 payments for todays GC deposit.  As I said this is adding hours of additional work per week.

I've still had no call back, even though I've been promised one several times.

I've had no reply to the email I sent yesterday morning after I didn't allow them to disconnect the app and asking how it could possibly work if the field lengths don't support the correct length ID's.  

I've sent a further email showing exactly what the payment id looks like and how much it cuts off when entering it in the field.

Please let us know how it goes when you call support. The more of us calling about the same issue can only help.  

Just spent an hour and a half on the phone to support, most of this on hold, the service really is dreadful!

As soon as the call connected, he asked if I was having issues with Gocardless transactions not matching. I asked how he knew that (as this is the first time I've called about the issue). He said they are getting lots of calls about the issue. This surprised me, as from previous comments here, it seems there wasn't a lot of people reporting the issue.

I explained the issue in detail, the suspected cause and that it's happening to all users. I also sent him a link to this forum thread.

He asked me to send him a screenshot to prove my DD mandates are active, which I done (pointless exercise). He also asked me to disconnect the GC app and clear my cookies but I refused to do both of these things, as it's another pointless exercise which could cause me hassle. He said all he could do for me was add me to the ongoing case so I could receive updates, but he had to "verify" me first with his higher support team before doing so. This consisted of putting me on hold for over an hour, coming back to be every 5-10 minutes to tell me he'd be another 5 minutes longer. In the end, he couldn't add me to the case and said he would update me via email. Ridiculous and a complete waste of my time. 

As a side note, when I was creating all the payments and deposits this morning, the first couple automatically "matched" in the banking feed. With all the rest, I had to click "find match" and then manually tick the deposit I had created earlier. They failed to automatically match. Perhaps this is a further GC/QB issue which has developed today?

Thank you for the update!  It’s quite ridiculous what they are asking you to do - they cannot deviate from the script.

I told them on the 28th April that this would affect every GoCardless integration user.

How much investigation do they need to do before they admit the issue?

They are wasting so much of our time.  You did well to resist the disconnection - that was so painful re-importing in the mandates.  

I don’t have an issue with the deposit matching myself. Sometimes you need to refresh the page and the match appears.  If the value is correct the only other thing is the date of the deposit.  Don’t get me started on the AI suggested matches it was giving a while back…

I understand how frustrating that must have been, especially after you had already identified the issue and provided relevant information. You’re correct that there is an ongoing investigation regarding GoCardless transactions not matching as expected. Our team is actively working toward a resolution, and updates will be shared as soon as more information becomes available.

In the meantime, manually matching transactions as you’ve been doing remains the available workaround. We appreciate you highlighting the change in matching behavior throughout the day, as that’s helpful context for the investigation.

To make sure you receive updates, I recommend reaching out to our support team again so they can link your account to the ongoing case. They’ll be able to review your situation using their tools and assist you without needing to repeat the entire process.

I’ll keep this thread open as well for any updates or additional questions in the meantime.

Under no circumstances should anyone agree to disconnect the app before the reference fields have been expanded. NOTHING is going to have any effect until those reference fields are expanded.

The 20 character limit on the reference fields is the cause of the problem and expanding them to at least 28 characters is the solution (GC said they might go up to 32 characters).

One of my directors accidentally disconnected the app back in October - never, ever, ever again!

470+ mandates to reconnect, approx 1/3 of whom are groups making it SO difficult to match mandate to customer. Then you have to re-enable DD collection in the Recurring Transactions. AND you have to re-enable DD collection for any and all outstanding invoices at the moment of disconnection, which happened on the 2nd. GoCardless was kind enough to collect all the DDs for invoices dated the 1st but I had to manually enter all 321 of them, because we couldn't get all the above done in time before GC wanted to make the customer postings.