GoCardless for Quickbooks FAQs

How to wipe your data and set up a different QuickBooks company?
How to migrate my existing GoCardless customers to this app?
How to customise the mandate invitation email?
How to fix customer or mandate issues?
How to fix payment issues?
Inviting team members to GoCardless for QuickBooks?

How to wipe your data and set up a different QuickBooks company?

You can only have one GoCardless account connected to one QuickBooks company.

In case you selected the wrong QuickBooks company, or if you want to connect your GoCardless account to a new business, you’ll need to wipe your app data first.

Note, this won’t delete any GoCardless or QuickBooks data. Both records will still be available in the respective apps, and any in progress payments will still be collected. Only the link between the accounts will be severed.

Login to the app using either your GoCardless or QuickBooks credentials.
In the app’s top right corner, click the settings button, and select ‘Connected accounts’.
In the QuickBooks block, click ‘Disconnect’.
Tick the ‘Wipe my company data from the app’ checkbox.
Select ‘Yes, wipe all company data.’.
You’ll be redirected to the app’s landing page.
Connect your desired GoCardless or QuickBooks account.

This process can not be reversed.

How to migrate my existing GoCardless customers to this app?

If you already created GoCardless’ mandates for your customers, the app will notify you that you have unmatched mandates.

Simply import the QuickBooks’ customer record into the app, and pair them to a mandate.

Create an record of your customer in QuickBooks, and import them to the app
- Go to QuickBooks, create a new or edit an existing customer.
- Scroll down to the 'payments' section, click on the primary payment method, and select 'bank payments'.
  - If it doesn’t exist yet, go ahead and create it.
- Save your customer details.
- In the app’s customer page, you now should be able to see your imported customer. A green tick symbol will show up on the 'QB sync'.
- If it doesn’t show up, click the 'Sync with QuickBooks' button, and refresh the page.
On the home page, select 'Action required' on the unmatched mandates box.
- Alternatively, you can click 'Match customers' on the customer’s page.
- Or navigate directly to the page.
Select the mandate, and in the 'QB customer' column, pick a QuickBooks’ customer record.
- If you don’t see the QuickBooks record in the dropdown, click the 'Sync with QuickBooks' button, and refresh the page.
Click the Match button.
In the Customer’s page, you should see your newly matched customer, with a green tick symbol on the 'Mandate' and 'Sync with QB' columns.

How to customise the mandate invitation email?

When you choose to automatically invite customers to set up a mandate, they receive a default email.

You can customize the email’s headline and contents.

In the app’s top right corner, click the settings button, and select ‘Automation’.
Scroll down to Email requests.
Change the email’s contents and headline
Click ‘save’.

You can also send yourself a test email from this page.

How to fix customer or mandate issues?

If you have problems with your customers, the app’s home page will alert you on the unmatched or inactive mandate boxes.

These are the most common issues:

Failed, blocked, cancelled or expired mandates.

If a mandate has a failed, blocked, cancelled or expired status, you’ll need a new mandate before collecting payments.

Contact your customer directly, or go to the Customer page and request a new mandate.

Unmatched mandates and missing QuickBooks customer records

In case a customer mandate’s expired and you have a new one; or if you matched the wrong records by mistake; or if for any reason the app can’t automatically match a mandate and a customer record, you can fix it in the unmatched mandate page.

On the home page, select 'Action required' on the unmatched mandates box.
- Alternatively, you can click 'Match customers' on the customer’s page.
- Or navigate directly to the page.
Select the mandate, and in the 'QB customer' column, pick a QuickBooks’ customer record.
- If you don’t see the QuickBooks record in the dropdown, click the 'Sync with QuickBooks' button, and refresh the page.
- Make sure your QuickBooks customer is assigned the payment method “bank payments”.
Click the Match button.
In the Customer’s page, you should see your newly matched customer, with a green tick symbol on the 'Mandate' and 'Sync with QB' columns.

How to fix payment issues?

If you have problems with your invoices, the app’s home page will alert you on the failed mandates or chargeback boxes.

These are the most common issues:

Cancelling payments

In case you created a payment by mistake, you can cancel it.

Go to the app’s invoices page
Find the relevant invoice
Select ‘cancel’

Note, this will only work for payments that have not been scheduled yet. If your payment is scheduled, you’ll need to create a refund.

Retrying failed payments

In case we fail to collect the payment from the customer’s bank account, you can try collecting it again.

Go to the app’s invoices page
Find the relevant invoice
Select ‘Retry’.
A new payment will be created immediately.

Usually, failed payments are caused by insufficient funds. If the problem persists, please contact your customer directly.

Chargeback complaints

Please refer to this article to understand chargebacks.

Inviting team members to GoCardless for QuickBooks?

You and your team can collaborate within the app. To do so, they’ll need a GoCardless account.

Log in to the GoCardless dashboard and navigate to the team page.
In the top-right corner, click ‘Invite a team member’.
Add their name and email.
Click ‘Invite a team member’
After they create their GoCardless profile.
Send them a link to the app’s landing page.
Request that they sign in using their GoCardless account.

We recommend using your GoCardless credentials for login, as only the primary QuickBooks admin credentials can be used for login into apps.