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GoCardless payment says charged but Kolleno did not update

This article will go through how to troubleshoot if GoCardless has charged a payment but it has not yet updated in your Kolleno system.

Kolleno Support avatar
Written by Kolleno Support
Updated over a year ago

You might encounter a scenario where it looks like GoCardless has already charged the payment, but Kolleno has not updated.

Let’s consider this scenario: today is the 15th September 2023 and you see this on the GoCardless console:

You see 15.09.23 in the column “Charged” so assume that payment has been received. However, if you look at the far-left column you see “Submitted”. Kolleno only considers the payment as paid when it goes into the status “Confirmed”.

What do the statuses mean?

  • Submitted

    • The submitted status indicates that the payment has been sent to the bank to be processed. At this stage the payment can no longer be cancelled.

  • Confirmed

    • The confirmed status indicates that the payment has been successfully collected from the customers bank account.

More information:

You can read more about GoCardless flow of funds here: https://hub.gocardless.com/s/article/Flow-of-funds

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