When I raise an invoice in Quickbooks which needs to be collected by Direct Debit through Gocardless the instruction to collect payment isn't getting to Gocardless.

I've got your back, @poppiesnorth. I'm here to help you sort out this query with your invoices.

In this case, we can look at how you set up the direct debit mandates for your customers so that you can use GoCardless to collect payments from them.

To set up direct debit mandate for a customer, here's how:

1. From the Sales & expenses, select Customers.
2. Choose the customer you want to set up the mandate for, then click the arrow under Actions, and select Request Direct Debit.
3. Preview the mandate request. You can edit the email if you need to.
4. Click Send. Your customer will get an email requesting them to set up and approve the mandate, and they’ll need to provide their bank information.

From there, you'll be able to set up direct debit on your customers' bills once the mandate has been processed. Once your customer accepts the request, the bank may need 2 to 3 days to process the mandate. Here’s how you can check the status of each mandate request.

For further details about this process, please review this article: Set up direct debit mandates for customers (GoCardless) in QuickBooks Online.

Also, I've added these helpful resources if you have concerns about GoCardless in QBO:

• GoCardless with QuickBooks Online
• Learn more about GoCardless direct debit for QuickBooks Online (FAQ)

I'll be here whenever you need more help with QBO-related concerns. Just add them to your reply, and I'll take care of them. Stay safe!

Thank you for your reply.

Perhaps I should have been clearer.

The Direct Debit mandates are in place and I have been successfully collecting payments for years, up until the 4/11. From 7/11 when I raised a number invoices it showed they were scheduled for collection through GC, however the instruction to collect payment has never been received by GC and still hasn't. I have changed nothing from how I have previously done it. Has something changed in the background with QB?

GC say there isn't a problem at their end and the link is in place. I have tried their suggestion of amending the due dates but this has not worked either.

Is there a way to confirm the instruction has been sent from QB to GC?

Thanks

Hello Poppiesnorth, so the GC payment process has undergone some changed. The new process has already been documented on How long does a direct debit payment take? & What happens if I raise an invoice which is due on the receipt and I set the payment method to GoCar... If you can have a look at the articles it has all the information in there for you.

Thanks Ashleigh

That all makes sense however it still isn't doing what it says there. No instruction to collect payment is being sent to GC when it should be , even though it is showing as it will be in QB. Is it worth disconnecting QB and GC and then reconnecting the link to see if that works? will I lose anything?

thanks

Andrew

GoCardless ensures prompt payment of invoices, poppiesnorth.

The instruction to collect payment should be sent to GoCardless (GC) when the invoice's due date is changed to the current day. Before disconnecting from GC, kindly review the following information:

• Only the user who originally connected the GoCardless app to QuickBooks can disconnect it.
• You’ll no longer have the option to schedule direct debit on invoices.
• If you have scheduled direct debit on invoices, these can no longer be paid through direct debit.
• If the payment has not yet reached its due date, the payment will not be collected from your customer and you'll need to manually take the payment.
• Deposits are not created for the direct debit payments that have already been made when they affect your bank account.
• Mandates requested through QuickBooks are still available to use in GC.
• You will need to import your mandates again if you decide to reconnect to GC.

Considering how much work it will do for you, I wouldn't advise disconnecting it. If you decided, you can follow the steps below to disconnect GoCardless:

1. In QuickBooks, go to Apps.
2. Click My Apps.
3. Find GoCardless for QuickBooks and select the dropdown arrow.
4. Select Disconnect. You’ll see a message confirming that you’re no longer connected to the app.

I recommend also getting in touch with our QuickBooks Online Support to check this issue as well. They can pull up your account and start a ticket for further investigation.

Here's how:

1. Sign in to QuickBooks Online.
2. Select Help (?) at the top right.
3. In the QuickBooks Assistant, enter the topic you need help with. You can also enter questions.
4. Go to Search and click Contact Us to reach out to our support team.
5. Hit Start a Message to start a chat.

Support is available from Monday until Friday, 8 AM to 10 PM, and Saturday-Sunday 8 AM to 6 PM.

I've also included this article for future reference in case you encounter a problem with QuickBooks Online: Troubleshoot QuickBooks Online issues.

If you need anything else, let us know. We're always available to help you.

Hi Giovann

Thank you for the information. I had actually disconnected and reconnected GC just before receiving your reply. It has worked!! Some of the mandates are missing but i will deal with them on an individual basis.

I have now amended the due dates on all invoices which hadn't gone across and they are now showing in GC for payment.

The adage 'turn it off an on again' springs to mind!!

thanks for your help.

Andrew

HI Andrew, glad to hear that your all sorted now with it, thanks for letting us know, hope you have a lovely day.