This article will detail how to resolve potential reconciliation issues and explain how they occur. If following the steps below does not resolve your reconciliation issue, please get in contact with the support team and we will help you to resolve and understand the cause of the issue.
My reconciliation account (Direct Debit bank account) currently has a positive balance
- If you are currently awaiting a payout from GoCardless, the positive balance on your reconciliation account will match that of the expected payout. This is not a problem and the balance will be reduced to 0 when/if you stop taking payments.
- If you do not have any payments currently pending payout, you may have accidentally transferred money from your current account to your reconciliation account. If you have done so, please remove these transfers and the balance should resolve to 0.
- If you have a positive 'Statement balance', please ensure you have read the guidelines available here, in particular note the final step of marking the transfer as reconciled.
My reconciliation account is currently showing a negative balance
If you have taken a payment(s) outside of GoCardless for Xero, you must ensure you have read the instructions on how to reconcile this here.