Partner dashboard FAQ
How do I access the Partner Dashboard?
Through the same login you already use for your regular GoCardless dashboard, there's no separate URL or account. Once logged in, click the “Switch to Partner View” button in the left-hand navigation. Use “Switch to Merchant View” to go back.
Is the Partner Dashboard the same as the Merchant Dashboard?
No. The Merchant Dashboard is for managing your own GoCardless account and collecting your own payments. The Partner Dashboard is for platforms and software providers who connect their users (merchants) to GoCardless through the Connect flow. If you use the same account to collect payments from your own customers, e.g. charging them a subscription for your platform, that activity lives in your Merchant Dashboard, not here.
Whose money am I looking at in the Partner Dashboard?
Mostly, it's not yours. Collected payments, mandates, and payout figures shown against a merchant belong to that merchant. The exceptions are Revenue Share and App Fees, which are the amounts GoCardless pays out to you.
What's the difference between Revenue Share and App Fee?
Revenue Share is the portion of GoCardless's own transaction fees that GoCardless allocates to you under your partner agreement. It only applies to self-serve merchants without a custom sales contract. App Fee is a separate, and optional, charge you configure yourself and apply on top, through the Partner API.
Where do I see revenue share from my self-serve merchants?
In a few places, depending on the level of detail you need:
Home shows your total self-serve revenue share across all merchants under the Integration overview.
Payouts shows the same figure aggregated across all your apps.
On any individual merchant's page, the Performance Overview and Payments tabs both show that merchant's self-serve revenue share for the last 3 months.
Where do I see revenue share from my sales-led merchants?
You won't find it in the dashboard. Revenue share for merchants on a custom sales contract isn't shown here, contact your Partner Account Manager for those figures.
What do "Self-serve", "Committed contract", "Mixed", and "Unknown" billing types mean?
They describe how a merchant's GoCardless fees are collected. Self-serve means fees are deducted automatically. Committed contract means fees are invoiced separately. Mixed means the merchant has both, typically because they're paid out in more than one currency. Unknown means we couldn't determine it, which mostly happens on older accounts.
Why do a merchant's numbers include activity I didn't generate?
Because merchant-level pages (Payers, Payments, Payouts, Performance Overview) show everything happening on that merchant's GoCardless account, not just the activity that came through your integration. If a merchant also collects payments another way, or had a GoCardless account before connecting to you, that shows up too. The Connected Merchants table's "New payments" and "Activity" columns are the ones scoped specifically to your integration.
Can I disconnect a merchant from my integration myself?
No, not from the dashboard or the API. The merchant needs to disconnect on their end.
What counts as an "active" merchant?
A verified merchant who has collected at least one payment through your integration in the last 90 days.
What is a payer and where can I see my mandates?
A payer is a customer who has an active mandate with one of your merchants. They are the person authorizing and making payments through your integration. We list one payer per mandate. Mandates are listed under Payers. Open a merchant, then select the Payers tab to see each customer's mandate details, including status and payment history.
What's the difference between collection currencies and payout currencies?
Collection currencies are what a merchant can charge their payers in. Payout currencies are what they get paid out in. These can differ if a merchant uses GoCardless's FX product to convert between the two.
Can I change how often I get paid out?
Yes. Your payout frequency (daily, weekly, or monthly) can be updated from your preferences in the Merchant Dashboard. If you don’t see this option enabled, contact support to get it.
Why does my merchant, or I, have more than one payout?
Payouts are generated per currency, not per merchant or app. So if you are paid out in more than one currency, you'll see a separate payout for each. On your own Payouts page, the table aggregates these across all your apps, though the summary widgets can be filtered down to a single app.
How does currency conversion work?
When you use GoCardless's FX product to convert your revenue share into a different payout currency, the conversion happens automatically at the market rate applied at the time. The dashboard shows each individual revenue share collection, as well as the aggregated payout, in your chosen currency.
Why is a payout smaller than expected, zero, or missing for a period?
A payout is the net of what was collected in that period, minus any refunds, late failures, or chargebacks that also fell in it. If those deductions outweigh what was collected, the payout can shrink, come out at zero, or go negative. When that happens, GoCardless recoups the shortfall from the next payout instead of paying out that cycle.
What happens if a merchant isn't verified yet?
They can't collect payments or receive payouts until they've completed GoCardless verification by submitting the required documents and banking details. Unverified merchants appear in gray in the Connected Merchants table, verified ones get a purple tick. Merchants can lose their verified status if GoCardless requires them to be re-verified (i.e. due to merchant detail changes, a long period of inactivity or a fraud alert).
My merchant's payment has a problem, what can I do?
Open that payment's detail page, under the merchant's Payments tab, and check the Payment history timeline. Each step (Submitted, Confirmed, Paid out) links to its own event details, and if something went wrong, it shows up as its own step with a reason, most commonly:
Failed: the payment didn't go through, e.g. insufficient funds, a cancelled mandate, or a closed account.
Late failure: the payment had already shown as paid out, but failed afterwards. The amount is reclaimed from your merchant's next payout.
Charged back: the payer disputed the payment directly with their own bank rather than through GoCardless.
My app didn't receive an update for one of my merchant's payments, what can I do?
Navigate to the merchant payment page (Connected merchants -> Merchant -> Payments -> Payment) and open the Webhook Details panel on that payment. It shows whether the notification was delivered (e.g. 408 Timed out or other failure), how many attempts have been made, and a Retry webhook button to resend it. Click See more webhook details for the full event log if you need to dig further.
Where do I update my app's OAuth or webhook settings?
In App details, under OAuth configuration and Webhook configuration. See the Connect your users guide and Webhooks guide for the technical details.