Autobill not firing GoCardless payments

Self-Hosted | v4/Legacy
1

Hi! I’ve got autobilling set up with GoCardless and it works great for the majority of my clients. However, for one particular client, it fails to fire and their recurring invoice ends up showing as overdue every month. I’ve checked their recurring invoice and it has Auto Bill set to Always. If they go into the customer portal, they can pay by clicking “Use bank on file” with no issues at all.

Any ideas on what could be going wrong?

Thanks

2

Hmm… I’m not sure, are there any clues in the logs in the GoCardless portal?

3

Hi Hillel

No, nothing at all. GoCardless has no events at all for payment creation on the date that it should have fired. I’d then suspect the cronjob but that seems to be running fine as every other invoice is being sent when it should.

I’ve just had a check in storage/logs/ and none of the log files have any entries for that date.

Any idea what else I can do to try to track this issue down?

Thanks for your help.

Will

4

It may be helpful to see the output from the crons

5

OK, I’ve edited my crons to log output now. It’ll probably work for all other invoices until this one comes up again so I’ll come back then. Thanks again for your help.

6

Hi Hillel

Another month, another non-firing GoCardless payment I’m afraid! As you recommended, I’ve set the crons to output to log files.

ninja:send-invoices
Sun, 09 Aug 2020 08:00:07 +0000 Running SendRecurringInvoices…
Sun, 09 Aug 2020 08:00:08 +0000 13 recurring invoice(s) found
Sun, 09 Aug 2020 08:00:11 +0000 0 recurring expenses(s) found
Sun, 09 Aug 2020 08:00:11 +0000 Done

ninja:send-reminders
Sun, 09 Aug 2020 08:00:07 +0000 Running SendReminders…
Sun, 09 Aug 2020 08:00:08 +0000 1 due recurring invoice instance(s) found
Sun, 09 Aug 2020 08:00:08 +0000 Processing Autobill-delayed Invoice: 459
Sun, 09 Aug 2020 08:00:08 +0000 0 accounts found with fees enabled
Sun, 09 Aug 2020 08:00:08 +0000 1 accounts found with reminders enabled
Sun, 09 Aug 2020 08:00:08 +0000 Company Name Limited: 0 invoices found
Sun, 09 Aug 2020 08:00:08 +0000 Company Name Limited: 0 endless invoices found
Sun, 09 Aug 2020 08:00:08 +0000 0 scheduled reports
Sun, 09 Aug 2020 08:00:09 +0000 Done

There’s no mention of the invoice that’s not being paid (invoice ROMB0434) at all. Any idea what else I could look at?

Also, does it matter if “Send E-Mail reminders” is disabled for this client?

Thanks

Will

7

Thanks for the logs!

Was the invoice generated/is this a problem with billing or with the recurrence?

8

Hi Hillel

The invoice is being generated with no issues. The issue is that, on the due date, every other recurring invoice requests a payment from GoCardless. This particular recurring invoice goes past the due date and shows as overdue.

Auto Bill is set to “Always” for this invoice and if I go to the client portal, I can use the Pay Now button and it will request the payment from GoCardless without an issue.

Thanks

Will

9

In the logs above is 459 the id of the recurring invoice in question?