Here's an overview of our most common queries. To view the full article about a specific query, please click the accompanying Read more link. These queries span three main categories, with an additional quick start guide to get you going quickly.
How do I fill in my company details?
This process will vary depending on the type of business you operate as e.g. sole trader, limited company, charity. No matter your business type, we have a guide to help... Read more
How do I make the verification payment?
The minimal denomination verification payment is a requirement when adding a new payout bank account and ensures that we are paying out to the same legal entity we're collecting payments on behalf of... Read more
What documentation do you require?
As part of the verification process we require certain supporting documentation to be uploaded to your account via your dashboard. Our requirements differ depending on circumstances, but you will receive an email from us clarifying what we require from you... Read more
I'm not able to make the verification payment. What should I do?
We understand that not everyone has online banking set up, making the verification payment difficult. In these cases, please get in touch with our verification team so that we can organise an alternative method for you... Read more
My business is changing. What do I need to do?
If your business is changing or has been sold, we'll need to update your company details and conduct an additional verification process before being able to payout to the new entity. To ensure this process is completed with minimal disruption, please get in touch with us at your earliest convenience... Read more
How do I add my customers?
When adding a new customer, you are sending a request for Direct Debit authorisation. This can be done one of three ways... Read more
How do I create a one-off payment?
With GoCardless, you can collect ad-hoc payments of varying amounts from your customers as required, all through their same Direct Debit mandate... Read more
I need to set up a subscription for a customer. How do I do this?
You can create a recurring subscription for an active customer, setting parameters including the charge date, amount, number of payments, and more... Read more
How do I create a plan?
Plans are a great time saver when charging multiple customers the same amount for the same product or service, as you can invite or assign customers to the plan without having to re-enter the details each time... Read more
Can I send reminders to customers who are 'pending approval'?
For customers requiring more than one person to authorise Direct Debits on their account, or for those with a restricted mandate who need to approve each payment or subscription created for them, they will need to take an additional step before these actions can be completed. Sending a reminder email helps to ensure these actions are completed and not forgotten... Read more
How long does it take for a payment to process?
Payment timings vary between Direct Debit schemes. Please see here for an overview of timings for schemes available through GoCardless.
How long do I have to cancel a payment?
Payments can be cancelled whilst they are in the status "pending submission" (i.e. before they are submitted to the bank for processing). The timeframe available varies from scheme to scheme. Please see the relevant scheme payment timings for more information here.
I would like to collect payments from customers in multiple regions. How do I do this?
First, we recommend checking our Schemes section to ensure the region you wish to collect payments from is available through GoCardless. We are working hard to increase the number of schemes we offer and this will be updated as more are launched.
If the scheme/region you wish to add is available, please read our article on Collecting from multiple regions and then, when you're ready, submit a request to have the relevant scheme enabled on your account here.
What are your transaction fees?
Our fees are 1% with a minimum and maximum cap that varies according to the scheme through which the payment is being processed. Please note, if you are using GoCardless through a partner integration they may charge their own 'app fees' on top of this... Read more
What is a chargeback (claim)?
Chargebacks, also known as Claims in some Direct Debit schemes, are the result of a customer filing an indemnity claim with their bank when they claim said payment was collected from their account without their approval or with different parameters to what were agreed. Their bank will return the funds to the customer before notifying GoCardless of this. You will then receive an immediate automated notification email advising you of this... Read more
How do I make a complaint?
GoCardless aims to provide a high quality of service. We take complaints seriously and welcome feedback on the service we provide. If you are unhappy with a service we have... Read more
To find out more about our GDPR position and policies, please see our FAQs article here.