Payment Integration: GoCardless connection fails

  • Profile Image
    tareilly
    Asked on June 03, 2020 at 10:17 AM

    Hi! I hope you can help.


    My GoCardless integration has been 'connecting' for hours now and I've tried refreshing and various things on a few occassions.


    Are you able to help solve this issue?


    Many thanks,

    Nicki


    Contact me on: support@tradingcopycat.com

  • Profile Image
    Anita_K
    Answered on June 03, 2020 at 11:41 AM

    Hi Nicki,

    my suggestion is that you try clearing your browser's cache, using a different browser or a private/incognito window and try again.

    Please let us know if the issue persists.

  • Profile Image
    tareilly
    Answered on June 04, 2020 at 04:57 AM

    Hi Anita,


    Thank you for your help.


    Doing this seemed to help the matter initially, however now I am receiving the notification that connection has 'failed' - is this an issue with Jotform or GoCardless? Your continued help in getting this functioning is greatly appreciated.


    Best,

    Nicki 

  • Profile Image
    Anita_K
    Answered on June 04, 2020 at 06:26 AM

    Hi Nicki,

    I sincerely apologize for the inconvenience.

    Can you maybe send us a screenshot about this error message? That would really help us further troubleshoot this issue. This is how you can attach an image to the Support Forum (guide).

    Also, please make sure that you verify your account if you get a chance to do so. Normally, after you connect the integration a message like this should appear:

    Looking forward to your answer.

  • Profile Image
    tareilly
    Answered on June 04, 2020 at 06:42 AM

    Thank again Anita!


    Of course, I'll include a screen shot here. Really appreciate your help in getting this solved.

    1591267326Screenshot 2020-06-04 at 11.41

    Best,

    Nicki

  • Profile Image
    Anita_K
    Answered on June 04, 2020 at 09:04 AM

    Hi,

    thank you for the screenshot.

    I will forward this to our backend team for further investigation.

    We will keep you updated via this thread.

  • Profile Image
    Nicki
    Answered on June 05, 2020 at 07:02 AM

    Hi Anita.


    Thank you, I appreciate it.


    If we can solve this quickly it would be most appreciated as it is now delaying business for my client.


    With thanks,

    Nicki

  • Profile Image
    gianniacm
    Answered on June 07, 2020 at 03:39 AM

    Hi,

    We've the same problem ... I would also like to get this solved asap as my client is waiting for a solution 


    Thank you 

    Gianni

  • Profile Image
    Patrick_R
    Answered on June 07, 2020 at 07:58 AM

    Hi! This issue is being worked upon. When it gets fixed, we'll update you via email under this thread.

    Thank you!