> For the complete documentation index, see [llms.txt](https://help.peoplevine.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.peoplevine.com/products/integrations-overview/setup-gocardless.md). # GoCardless — Operator Manual ### Before you begin (Prerequisites) * **Peoplevine permissions**: You must be an **Administrator**, **Supervisor**, or **Support** to configure payment processors in the Control Panel. See: [How to Manage Users and Permissions](/products/control-panel-overview/admin-overview/manage-roles-permissions.md). * **GoCardless Pro account**: A Pro account is required to leverage the full white-labelled experience. * **GoCardless access token**: Created in the GoCardless Dashboard under **Developers > Create > Access Token** with **Read-write access**. * **KYC verification complete**: GoCardless requires Know Your Customer verification before you can process transactions. Start early — it can take several business days. * **Direct Debit compliance**: Customer-facing communications must include the Direct Debit Guarantee (full text or link), the statement descriptor name, and confirmation that the Direct Debit has been set up. * **Payment processor slot**: Decide which slot GoCardless will fill (typically **Membership Billing**). See: [How to Link a Payment Processor](/products/control-panel-overview/admin-overview/link-payment-processor.md). > For the complete setup guide including jurisdiction alignment, bank account configuration, and KYC submission, see [Connect GoCardless and Peoplevine](https://docs.peoplevine.com/peoplevine-docs/peoplevine-connect) in Peoplevine Connect. *** ### Setup 1. Navigate to [**Settings > Integrations > Payment Processors**](https://control.peoplevine.com/admin_processors.aspx). > **Note (Pro Dash):** **Settings & Tools > Payment Processors**. 2. Click **REGISTER A PAYMENT PROCESSOR**. 3. From the list, select **GoCardless**. 4. On the GoCardless Authentication page, click **CONNECT**. You are redirected to GoCardless. 5. Sign in with your GoCardless credentials (or create a new account) and complete the onboarding steps (business information, bank details, KYC verification). 6. Once verified, return to Peoplevine and navigate to [**Settings > Integrations > Payment Processors**](https://control.peoplevine.com/admin_processors.aspx). 7. Locate the GoCardless connection and click **EDIT**. 8. In the **Update Payment Processor** section: * Select the processor slot (e.g., **Membership Billing**). * Confirm the processor is set to **GoCardless**. * The **Access Token** is auto-populated from the OAuth connection. * Configure sync and notification options. 9. Click **UPDATE PROCESSOR**. *** ### Day-to-Day: Finance #### How GoCardless transactions appear in Peoplevine | What you see | What it means | | --------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------- | | Payment method description, e.g. "BARCLAYS BANK PLC (gocardless-647)" | Bank account on file with GoCardless processor reference | | `transaction_id` starting with `PM*` | GoCardless payment ID on the transaction record | | Status mapping | Submitted → Processing; Confirmed → Processed; PaidOut → Processed and Matched; Failed/Denied → Declined; ChargedBack → ChargedBack | #### Mandate management GoCardless mandate behaviour differs depending on who deletes an ACH record: * **Member deletes ACH via the Member Portal** — the GoCardless mandate is cancelled automatically. Both systems stay in sync. * **Admin deletes ACH via the Control Panel** — the mandate is **not** cancelled in GoCardless. This is intentional to preserve refund capability on prior transactions. The admin must cancel the mandate directly in GoCardless as a secondary step. * **Known risk**: if the admin does not take the secondary step, GoCardless still has an active mandate and the subscription billing engine can continue charging via ACH. #### Bank info updates * If a member updates their bank information directly in GoCardless, the change does **not** sync back to Peoplevine automatically. The member must also update their payment method on the Peoplevine side (via the Member Portal or a payment form). #### Re-sync workflow When a transaction shows a different status in Peoplevine than in GoCardless (e.g., "processed" in PV but "failed" in GC), use Re-sync Transactions to pull updated statuses: 1. Navigate to [**Settings > Integrations > Payment Processors**](https://control.peoplevine.com/admin_processors.aspx). 2. Locate GoCardless and click **EDIT**. 3. Change **Sync Type** from "CRM Profiles + Payment Methods" to **Re-sync Transactions**. 4. Set the **From** and **To** date range. 5. Click **SYNC**. For full reconciliation guidance, see [How to Reconcile Transactions with GoCardless](/products/control-panel-overview/reports-overview/reconcile-gocardless.md). #### Paid On timing For GoCardless transactions, `paid_on` is set when the payment is **authorized/initiated** — not when funds settle in your bank account. This is unlike Stripe, where `paid_on` equals the date the payment is successfully processed. When reconciling by date, use the **Matched On** date filter for a view that reflects when funds were actually received. #### Refund handling Refund the initial transaction in Peoplevine. If you intend to reprocess the payment afterwards (rather than returning funds to the member), uncheck the **Automatically Refund Original Payment** toggle — this marks the transaction as refunded in Peoplevine without sending the refund to GoCardless, so you retain refund capability on the original mandate. See [How to Reconcile Transactions with GoCardless](/products/control-panel-overview/reports-overview/reconcile-gocardless.md) for the full reprocess flow. #### Currency GoCardless payments process in whatever currency is configured under **Settings > Company**. Verify this setting before processing your first GoCardless payment. *** ### Troubleshooting **Transactions show "processed" in Peoplevine but "failed" in GoCardless:** Use the Re-sync Transactions workflow above. GoCardless initially returns a "processing" status, and a subsequent failure may not sync back immediately. **Missing webhook events between "Submitted" and "Paid Out":** Known issue under investigation. GoCardless webhooks may skip intermediate states. Use Re-sync Transactions to reconcile. **Member updated bank info in GoCardless but it did not update in Peoplevine:** GoCardless bank account updates do not sync back to Peoplevine automatically. The member must update their payment method on the Peoplevine side separately. **Admin deleted ACH record but GoCardless mandate is still active:** Intentional, to preserve refund capability on prior transactions. Cancel the mandate directly in GoCardless as a secondary step. *** ### Best Practice * **Use GoCardless for dues, Stripe for everything else** — a common configuration assigns GoCardless to the **Membership Billing** slot and Stripe to the **Default** slot. Enable **Force Payment** on the dues slot so all subscription charges route through GoCardless. * **One GoCardless account per jurisdiction** — jurisdiction must match your legal entity and bank account country. Once activated, the jurisdiction cannot be changed. * **Start KYC verification early** — GoCardless verification can take several business days. Begin the process well before your go-live date. * **Verify company currency before first payment** — GoCardless defaults to the currency configured under **Settings > Company**. * **Set up email alerts in your GoCardless Dashboard for declined payments.** GoCardless detects a decline before Peoplevine does, and if the sync ever lags, the GoCardless email alert ensures finance and membership teams still know about it. *Last updated: 2026-05-24* --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://help.peoplevine.com/products/integrations-overview/setup-gocardless.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.