GoCardless Reviews & Product Details

The promise of their service - which they have broken. Review collected by and hosted on G2.com.

Everything about the actual experience of working with them. Review collected by and hosted on G2.com.

Nothing in the slightest. This has been the moat unhelpful expereince in years. They should sell ironing boards instead. Review collected by and hosted on G2.com.

Everything

Innaccurate Help content on website - regarding ACH forms for manual upload of clients

Support staff who give incorrect information, contradict website information

Asked to go onto new pricing plan even though you signed up to the correct plan tier - pricing changed in 4 weeks?

Incorrect email address shared when asked to upgrade

No response form support team for 3 weeks after regular emails asking for support. Review collected by and hosted on G2.com.

Good fee rates for ACH and I like the Xero integration features Review collected by and hosted on G2.com.

Terrible customer services and general lack of communication. No way to speak directly to supports and then no one gets back to you. Review collected by and hosted on G2.com.

GoCardless is very easy to set up and to use, and the customer support has always been very valuable. Review collected by and hosted on G2.com.

The fees and billing can be a little complex to work out sometimes - which as a small business you need to be aware of. Review collected by and hosted on G2.com.

Integration with Xero, and the idea of monthly subscription payments, but that was all it was: an idea. Review collected by and hosted on G2.com.

Pretty much everything! Zero support, zero explanation for service interruption, zero to xero. Review collected by and hosted on G2.com.

Platform has a simple API for processing bacs payments. Six years ago this was maybe best in market but it is now showing its age and lacks some advanced billing features available from other companies who offer BACs such as Stripe etc Review collected by and hosted on G2.com.

Not trustworthy. We process over 1/2 million+ per month in bacs transactions. After negotiating a volume discount a few years ago and spending a lot of time integrating GoCardless, they are now trying to raise rates to extortionate levels whilst adding on higher rates and fees for things that simply never existed before in this space such as far higher fees for refunds, failed payments, payment retries etc. It’s disappointing their management have adopted this strategy of trying to milk existing customers who have invested heavily in integration with GoCardless expecting them to accept far higher costs due to the difficulty and cost of moving. We were already paying a premium for the platform vs the cheapest rates we were quotes by other providers in the market. I do not recommend this company and we will be going to market and looking for a more trustworthy BACS payment partner at the next renewal. Review collected by and hosted on G2.com.

Nothing. The entire point of a money transfer company is to transfer money. So far, they haven't lived up to their side of the transaction. Review collected by and hosted on G2.com.

So far, its been over 9 days and the company still has my money.

My account was approved in a flurry of emails with their verification dept. The next day, I received an email which i missed that said, 'we need additional information before we can approve your account.' This was after the company had charged my client's bank account.

Even though I missed that email, I did log in to their system several times over several days to check status. No notices that my account was on hold showed up anywhere.

Now, even though my request was put on 'rush' status, there has been no response from the verification team.

Customer service has no power, and they refuse to escalate to someone in the company that does.

Beyond this, the implementation and integration process with Xero is awful. Multiple calls and emails to GoCardless customer service were required to get things to work.

The system is also not easy to use if you have problems. It looks straightforward from a design perspective, but if there are issues, its baffling. What does "Payout" vs "Collected" mean? Shouldn't an ACH transfer go straight from my client's bank to mine? Instead, this seems to indicate that it sits in GoCardless' bank for a period of time. This isn't explained anywhere. Review collected by and hosted on G2.com.

Absolutely nothing

This is the worst payment processor I have ever worked with Review collected by and hosted on G2.com.

You can NEVER get in contact with anyone at the company for support

Implementation was the worst experience I have ever had with a processor

After a very long and in-depth onboarding process, your receiving limit is incredibly low

Your account randomly gets flagged and deactivated with no contact from the support

When you try to reach out to support because your business can not receive payments to pay your expenses let alone your employees

Due to an error when they received payment from a client and then had a bank error on their side, they refused to pay out for months

Then after paying out the money after months they pulled money from my account and held it for ransom

Then after reaching out to them for 10 months, YES 10 months I finally got a vague response in which i promptly followed up every day for 3 weeks all to wait 4 more months for a response

Then I was put into collections 5 months later when I reached out to the collection agency they opened a case and I had to way 3 more months for a response even though I send an email once a week to get a status Review collected by and hosted on G2.com.

It just takes the work from Direct Debits. It just ensures that I do not miss one. Review collected by and hosted on G2.com.

Nothing, that I can think of right now. I have only been on the other side of it. My PT used it to take my payments. Review collected by and hosted on G2.com.

The service provided was exceptional and the product was dependable. Review collected by and hosted on G2.com.

No significant weaknesses. Although there was some employee churn within the org. Review collected by and hosted on G2.com.