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Why are some GoCardless payments pending longer than they should?

Note: GoCardless payments take between 5-6 working days to complete - please allow this time to elapse before troubleshooting payment issues.

For more guidance on why payments and invoices may remain pending, click here.

 

Dual signatory issues

During the setup of the direct debit, if a person selects the 'More than one person is required to authorise Direct Debits' checkbox, then payments may remain in a pending state indefinitely. This is because the person's direct debit payments cannot progress until the second person has signed a paper version of the mandate. Thrive4's integration with GoCardless does not currently support this requirement.

Note: This option is a legal requirement and added to the direct debit form by GoCardless. Thrive4's support team cannot hide or disable this option.

To resolve this, login to your GoCardless portal and cancel the affected payment(s). Your customer can then login to the Thrive4 app or online portal to set up a new mandate to make payment.

     

    GoCardless account balance deficit

    If your GoCardless account balance is in deficit, your payouts may be temporarily withheld. This is common if you have been processing more refunds than you have been taking payments.

    You can check your account balance via the GoCardless online portal - for more assistance contact the GoCardless team directly.