GoCardless not linking to existing Mandate ID

Integrations
1

I have linked my account to GoCardless (on my QF account for White Phoenix Media Ltd) and I am trying to link a customer to an existing mandate. Unfortunately the system tells me it is an invalid ID.

I have contacted GoCardless and they have confirmed that there should be no problems from their end and that they allow an existing mandate to be linked to my QuickFile account.

Any assistance in resolving this would be appreciated.

2

Hi @jeaston

When you enter an existing mandate ID we check with GoCardless to ensure it’s valid, so if GoCardless says it should work, it should work.

I will however send you a private message (look for a green notification in the top corner), to get a few more details from you and see if I can dig into this a bit further for you.

3

I’m attempting to import an existing GoCardless mandate, but it fails with Invalid Mandate ID . The ID definitely correct (last part of the URL, in the JSON and in the cutomer). My QF is linked to GoCardless. Can you help, please?

4

Hi @big_mark

The ID is checked directly with GoCardless and they return a success/failure result to us.

Unfortunately, there’s not much more than that, that we’re told.

A few things to check, however -

  • Is your GoCardless account linked to more than one QuickFile account?
  • In your GoCardless settings, is the account name correct? (Account Settings > Manage Payment Options > GoCardless)
  • Are your other mandates showing as valid and collecting all OK?
5

I should add that the failing mandate was created in GoCardless (not from QF). Is the integration designed to support existing mandates?

  • I have only one QF account and one GoCardless
  • The name is correct and QF and GoCardless are linked
  • One other mandate, created from QF, is fine

Are you not able to see why it failed?

6

Unfortunately no reason is given to us. But every mandate ID that is checked is passed to GoCardless to be verified before it’s saved, so it seems to be failing somewhere in that process.

I’ll send you a private message to get some more details from you and see if there’s anything standing out.

Until several years ago, only mandates created in QuickFile could be used in QuickFile. Unless the mandate itself is over 5 or 6 years old, I don’t believe this would be an issue.