Exactly this.  As described above I foolishly went along with disconnecting the app at the start of this issue.  I experienced the absolute nightmare of re-importing in the mandates.   So many required manual intervention because they use different email addresses in QBO vs. GC and some were just plain wrong.

Support have no idea that when they just say just disconnect and reconnect the app how much time and effort is required on a well established system with 100's of mandates and recurring transactions.

@MagsMc You were absolutely not too harsh.

The mandate question is the first item on the support checklist they go through - we have all been asked it.  How they are STILL asking this almost 3 weeks after this issue appeared beggars belief.  Even the wording, "Gocardless not posting payments" implies the issue is with GC.

That's a very well written post and sums up exactly the same experience I have had - I've also sent screenshots of the fields and the truncation of the ID's.

It's very sad that I emailed support on the morning of Wednesday 29th April with the fact that payout ID length had changed on the previous Friday and I didn't receive a reply.  My email was a reply to the case email that was raised on the previous day. 

I told them then that this would effect EVERY GoCardless integration app user but they point blank refused to let me speak to anyone other than first level support even though I requested escalation.

I understand that things go wrong, but it's how you deal with it is what gives the lasting impression.  QuickBooks has dropped the ball so hard with this one.

I just received the following update via email:

"Thank you for being a valued QuickBooks Customer and reporting the issue: QBO UK - GoCardless Deposits are not being created after a customer pays for their invoice. It is currently under review by the investigation team, and we'll update you when new information is available by email via your case 15159436982.

Here is the latest update: The engineering team are working on developing a fix to resolve.

Our next scheduled update will be on or around: Fri May 22 11:00:00 GMT 2026"

That will be almost a month after the issue was reported! 

This is the real problem with Quickbooks. 

Bugs will always happen (although they should check better and ship updates with fewer bugs).

It’s the time taken to fix bugs and the absolute lack of transparency as to how long they may take to fix that’s the issue.

Something that should take a day or two to fix is taking months. I had to wait 18 months for one fix!

Hopefully everyone got the "Important Action Required: QuickBooks Online not marking GoCardless payments as paid" email yesterday where QBO finally publicly admit there is an issue.

It's a shame it doesn't mention how to cope with the actual deposits including the fees.  The way we have documented above in this thread is a far superior method of making sure everything balances!

How much extra time is everyone having to spend doing the work arounds?  It's certainly several hours every week for myself.

Today I received this update:

"There is a known issue and the Engineering team have been completing further analysis and completing further testing on a formal ticket raised. This ticket number is INV-154355. 

The Engineering team have found the root cause and they are now working on implementing a long term fix. As of right now I can not provide a guaranteed ETA, however I will ensure to keep you updated and you will also receive email updates from the Engineering team. 

The next scheduled update is for the 29/05/2026. "

@MagsMc Thank you for that update.

It's better than the one I received on Friday : 

"We're reaching out for the issue you have reported:QBO UK - GoCardless Deposits are not being created after a customer pays for their invoice.

Your investigation is still in progress. Here's the latest update: The engineering team are working on developing a fix to resolve.

In the meantime, if it is urgent we suggest to: We are currently unaware of a workaround.

Our next scheduled update will be: Fri May 29 11:00:00 GMT 2026"

I'm amused that they are unaware of a workaround!

As promised, I got an update today...for what it is worth

We're reaching out for the issue you have reported:QBO UK - GoCardless Deposits are not being created after a customer pays for their invoice.

Your investigation is still in progress. Here's the latest update: The engineering team are working on developing a fix to resolve.

In the meantime, if it is urgent we suggest to: We are currently unaware of a workaround.

Our next scheduled update will be: Thu Jun 04 11:00:00 GMT 2026

Hi,

Just adding my name to the list of people experiencing this issue.  I thought it was something I was doing wrong utnil I found this post.  It won't let me post independently, only as a reply.  Also could only log on to comment via an incognito window.  God, QBO is driving me mad recently.  Fortunately I only have three customers with a once or twice a month deposit so it isn't too time consuming to fix but I do feel for those with arger customer bases and many deposits.  What a waste of your time!

@CatG79 Always happy to welcome someone, but not happy you are also affected by this issue, as are so so many others. I'm at the other end of the scale from you - 470 active mandates and 500+ DDs per month.

What has fascinated me throughout this process is how stymied people have been by having to create the deposits, and then the payments themselves.

Exactly 2 years ago today, I took on a business using QuickBooks and GoCardless - I had never been at the receiving end of DDs before. The previous FC had disappeared so I had no handover or anything. And there were issues from the get go. The payments would show up in the bank, but there was nothing to match them to. All I could get out of the QB 'Help' was that 'GoCardless would post all payments to the customer accounts and deposit said payments into the bank account'. Nothing about when that process broke down - in QB world, it never breaks down - but it does, frequently.

If the payment has been raised in any other way than from QB, it will not post into QB. So if you use GC to create a Subscription or Instalment Plan to spread the payment of a large invoice - those payments will not post into QB. They have to be posted in manually. Which usually requires the deposit to be raised manually. But that's fine, 'cos it's worse when it creates the deposit and posts anything it doesn't recognise to 'Other Income from GoCardless' - trust me, that is a general ledger code I hope you don't know you have! But check your P&L.

And then there's the failed payments. Didn't used to cost but now, if a payment fails, we pay the fee we would have paid for a successful payment. So QB gets confused when there's failed payment charges and doesn't know how to handle them. That's fine by me, because the successful payments used to be posted in; all I had to do was process the failure charges.

Most useful thing I learnt was to go to the Chart of Accounts and click Account History on 'Undeposited Funds' - click on one of the Deposits on the day you want and then click Edit. And if there isn't a deposit on the day you want, then you have to create it. Click Home and it's near the top of the page.