I’ve been meaning to write something about GoCardless for ages. I’ve now been using the solution for years.

I opted to try GoCardless for their low fees.

Logging In. Logging in always seems to be way too many clicks. I always seem to start at the UK site, and then eventually get to the Australian site. Maybe this link will get me there faster: https://manage.gocardless.com/sign-in

Here’s the dashboard https://manage.gocardless.com/ 

Support

I find support response times slow. They say their response times are 24 hours, via email. Several times I’ve pushed to get the support ticket addressed.

Issues

Recently I had a situation where a client signed up to GoCardless, let’s call them ABC ltd. Their account was set up as a recurring invoice in Xero and unfortunately, it was raised in the wrong currency. Recognising this, I jumped in and edited the invoice. So the invoice was correct on the day it was due to be collected by GoCardless.

GoCardless did not collect the money and did not alert me to the issue. From GoCardless perspective “A notification was not sent as there was no event that took place. A notification would have been sent out if the payment that was attempted had failed for example. 

However, as the payment was not created in the first place, due to the minor currency discrepancy within Xero, as a result, no notification was sent out in the absence of any event (ie payment failure, creation etc).”

However from my perspective, as the customer, the impact or interpretation for me is on collection day I had a correct invoice in the system, and GoCardless did not collect money on it and didn’t notify me that there was an issue. From a customers perspective, this was an important alert I should have received.

To sort it out I manually logged in to GoCardless and clicked a button to collect payment.

We set up these robots, to work in the background, and if they’re working fine, we never need to log into the platform.