We've used GoCardless for a couple of years, but are removing it as a payment option today. We've had nothing but problems with its Xero integration. In short, if a client uses GoCardless to pay an invoice but they've already paid it by credit card, the transaction doesn't sync to Xero, nor do you get any kind of notification from GoCardless telling you it couldn't reconcile. It just disappears into purgatory. We end up going many months with clients double-paying invoices, and eventually we need to clean it up and issue a pile of refunds. Deep inside GoCardless there's a report that lists these problem transactions. A simple notification would solve this issue. The bank account payout entries it pushes to Xero are also screwy... instead of a proper transfer, it's two separate transactions in these accounts, and there is no detail on what it includes... so this makes reconciliation a nightmare, and impossible to spot any problems.

We rarely have issues with collecting invoice payments because of GoCardless which we have used for over five years now. In fact, we rolled back from migrating to Quickbooks because they didn't support GoCardless. We have also recommended it to clients. The Xero integration is bumpy every year or so when someone does something like archiving an ongoing client - there's not a lot of good online help and it and can be frustrating especially with UK support not being available during U.S. hours. But it is an excellent system and we depend on it.

Originally using GoCardless for Xero (GC4X), we wanted to migrate to this new GoCardless in Xero (GCIX) integration. GoCardless had to manually break the connection for us to achieve this, meaning our ability to take automatic Direct Debits would be temporarily paused. Supposedly a simple setup via the online payments feature within our Xero account, it's anything but. The setup fails at the first hurdle, so we open a support ticket. The issue gets passed to the product team for investigation. It's now been over a week and we're still without an operational integration and without any actual response or even timeframe from the product team dealing with this. The support team just keep saying "we've checked in, please be patient". We pay good money each month to Xero and rely on the service for vital business tasks. This is not good enough.

I've used GoCardless for a couple years now, and it's always worked fine. Some clients have a little trouble signing up/creating a mandate, but they were always able to sign up and the payments would start flowing predictably. Up until this month (June 2025). I've had 2 clients attempt to sign up/pay an invoice by Direct Debit. They were both unable to complete the process. The first one I knew he is a little tech challenged, so I assumed user error and told him he could send me a check. The second one is fairly well-versed online, so I went to look at the GoCardless records (what little GC shows in their dashboard). Both clients had created 2 mandates. Both clients entered their banking information. Both clients had active mandates. So why were there TWO for each client? Each client also had an INACTIVE mandate. I don't know what happened, and GC doesn't show me any information beyond that. The second client said she "tried to pay twice but it didn't go through, I never got an email." Client didn't get an email. *I* never got any email saying there was a problem, and even though their website claims support is "24/7/365", it is not. It's been almost 40 hours since I submitted a support ticket, and no answer. I understand they've moved their support staff to Latvia. Just freakin lovely. I'm looking for an alternative.

It's been a bit of a bumpy ride understanding how the integration works as I didn't have any previous experience with the system and no handover, but now I'm happy with the process: I get emails alerting me to daily pay outs and I can check the invoice reconciliations have worked. It's a shame the max collection is £5K per invoice, but that is more a GoCardless issue than the app integration.

I received an email yesterday, signed by generic Customer Service, saying some payouts were delayed (implying they didn't know which) by an issue at their Sponsor bank (no name) and they hoped it wouldn't happen again but it was beyond their control. The payments would be done "as soon as possible". Of course there's no number to ring, no commitment to keep customers updated and a general air of anonymity about the communication. Very poor really and I would say a strong signal to change provider.