GoCardless Direct Debit stopped working again. Can you sort please?

Support
1

I am unable to collect by DD new invoices that worked to many clients the previous month.
Get message:-
The Direct Debit authorisation does not appear to be valid.
Please obtain the correct ID from GoCardless and update the records below.
Get mandate id but it will not accept.
Help please.

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2

Hi @Rex

Do you have more than one QuickFile account? And if so, do you use GoCardless with both accounts?

3

Hi Matt,

Yes we have two accounts but this is the only one that uses GoCardless.

Regards

4

Typically that error is when the authorisation granted to the account by GoCardless has become invalidated. This happens if the GoCardless account has been linked to a second account for example, even if it’s later disconnected.

Simply disconnecting and re-connecting the link should resolve the issue however.

5

So sorry yes created a DD account for the other QuickFile account recently. Forgot !!

6

No problem!

Let me know if that’s all working OK for you now?

7

Are you saying Disable and then I can Re- enable each customer within GoCardless?
Will it still work with two QuickFile accounts?

8

It won’t work with 2 accounts - it can only be used with 1 QuickFile account unfortunately.

You would just need to disable the GoCardless and QuickFile link, and re-connect that. No need to do anything with individual customers as their Mandate IDs will be retained.

This can be done by going to Account Settings >> Manage Payment Options

9

Thanks that worked.
So does the other QuickFile account need a different payment bank account?

10

The other QuickFile account would need to be linked to a separate GoCardless account. If you were to attach it again, the first account would be invalidated.

Do you mind me asking, what’s the purpose of having 2 QuickFile accounts? Just thinking, there could be an easier way to handle this.

11

They are for a husband and wife. Both self employed. Running similar but slightly different businesses.

12

I would double check with GoCardless that it would be suitable to share the one GoCardless account between 2 self-employed people. I believe generally, the GoCardless account should be used by one legal entity - but they should be able to confirm that.

If they were the same legal entity, then you could have used the trading styles module in QuickFile, which allows you to have 2 or more trading names but for one legal entity.

13

Many thanks for your prompt help. I will check with GoCardless.

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14

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