Contacting GoCardless Support
We have a dedicated Support Team that can help answer any questions you may have.
Contacting support - Important information
In order for us to investigate your query as efficiently as possible:
1. Please note that we can only provide account-specific information to ‘active users’ of a GoCardless account. If this email address is not associated with the GoCardless account in question, then we will need to pass you through our security process via one of the following options:
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CC the admin email address for the GoCardless account and have them reply to this thread with confirmation to proceed with your request, OR
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Have an admin of the GoCardless account add this email address as a user to the GoCardless account (as seen in our guide here). Please remember that once you have been added as a user, you must login to activate your account. Failure to do so will mean that we will not be able to see you as an ‘active user’ and will cause further delay in our ability to assist you.
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Confirm the following key information about your GoCardless account in order to pass our security checks:
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The admin email address registered to the GoCardless account in question
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The last two digits of the payout bank account number
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The most recent payout amount and the date it was paid
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2. There are certain queries that require approval from a registered admin email address for the GoCardless account. For e.g. account closure, pausing payouts, updating payout interval, enabling refunds, disabling the 7-day safety refund feature, silently cancelling subscriptions etc. We will need these requests to come from a registered admin for the GoCardless account or the admin to be cc’d on the email and will need confirmation/approval from the admin to process the request.
3. It is always helpful if you provide us with as much relevant information as possible about your query. For e.g. payment IDs, customer names, error messages, screenshots, etc. The more information you provide us the better.
Contact details
You can reach us via email at:
|
UK, Australia, New Zealand, Canada, US |
Via this form |
|
France |
Via this form |
|
Germany |
Via this form |
|
Spain |
Via this form |
For verification queries please reach out to us via this form.
If you prefer to call us, you can reach us at:
|
UK |
020 8338 9538 |
|
Australia |
+61 3 8375 9198 |
|
US/Canada |
+1 (628) 241-0044 |
|
New Zealand |
098012193 |
Please note: We are currently unable to offer dedicated phone support in French, German and Spanish.