GoCardless payments pending for longer than expected

There may be times when you identify GoCardless payments that remain pending for longer than expected.

Please note that LoveAdmin will notify all administrators, with full access rights, via email when a GoCardless payment has been pending for 9 working days.

Possible cause 1:

During  set up of a direct debit for GoCardless you may encounter a tick box stating 

More than one person is required to authorise Direct Debit

This is often selected when a payment is being made from a joint account or sometimes in error. Selecting this option causes any Direct Debit to need two authorisations.

Solution:

If the person has made a one-off payment(s), sign into your GoCardless online account and identify the pending payment; the transaction ID can be used. You can then choose to cancel the payment.

The payment(s) in LoveAdmin will shortly after be reset to outstanding and the member can make payment again.

If the person has setup a pre-authorisation, then the club administrator must cancels the pre-Authorisation from the contact record in LoveAdmin The payment(s) will shortly after be reset to outstanding, and the member will have to set up their pre-Authorisation again; this time they should not select "More than one..." tick box or the same issue may occur again.

Further information can be found on the GoCardless support site under:

https://support.gocardless.com/hc/en-gb/articles/115005502109-Process-for-mandates-requiring-dual-signatures

Possible cause 2:

Your organisation's GoCardless account is in a negative balance. This can be caused if more refunds are being issued than incoming payments. 

Once this negative balance is cleared funds will start to be paid out.

Solution:

You must contact the GoCardless support team directly for more detail and advice on how to manage this scenario.