Frequently asked questions

Paid with GoCardless? Read our FAQ for customers

Price change for existing customers

Starting from 1 Feb 2020, we are gradually introducing new pricing to our existing customer base. The frequently asked questions below will help clarify why and how this price change is happening.

Why is GoCardless changing its pricing?

GoCardless has been helping businesses take the pain out of getting paid since 2011. 

Over the past 8 years, we’ve invested significantly to improve our offering for the more than 50,000 businesses whom we now serve every month. This includes expanding and improving our integrations with Partners (including Zuora, Xero and many more), upgrading our dashboard and API, and developing new products that we’ll be launching soon to fight payment failure and fraud. We’ve also grown our Support team to ensure that we continue to resolve questions and issues as quickly as possible.

This is the first significant change to our pricing and we believe it is a fair reflection of the services that we offer.  We did not take the decision to change our pricing lightly as we appreciate the impact that this has on businesses and business owners. However, it is no longer sustainable for us to continue charging the prices that we set in 2011.

What is changing with my pricing?

The pricing outlined in our pricing page already applies to any customers that signed up to GoCardless services on or after Nov 19th 2019. 

We are in the process of moving our existing customers to this new pricing structure. If you signed up to GoCardless services before Nov 19th 2019 we will ensure that you are notified in advance with a 60-day notice period before this new pricing is applied to your account. 

When is this price change happening?

If you received a pricing change notification from us in November 2019, then this new pricing will apply to your account from Feb 1st 2020. If you have not received any communication then your pricing will remain as is for now, and we will be in touch soon. 

Why haven’t I received a communication about this new pricing?

We are in the middle of a phased approach of moving our existing customers to this new pricing structure. If you have not heard from us, we will be in touch this year and will ensure that you have a 60-day notice period before this new pricing applies to your account.

What is a high value transaction surcharge & why are you charging it?

Many of our customers have expressed the need to collect payments of a larger value, and previously we were not able to support this need due to the higher fraud & chargeback risk that comes with high value transactions. We are solving this with the introduction of a high value transaction surcharge, so customers will now have the ability to collect payments of higher value. 

For any customers that don’t collect high value payments, this will not affect you. This surcharge of 0.1% only applies to the portion of the payment that is above a set threshold (for example, the threshold for US customers is $1,000). You can refer to the pricing page on our website to find out what the threshold is for you.

Note that the high value transaction surcharge only applies to domestic transactions, and does not apply to international transactions.

Are you charging for failed transactions or chargebacks?

If you are based in the United States, Germany, or Austria, a chargeback and transaction failure fee will be applicable. This reflects the cost that we face from our sponsor banks in these markets.

If you are based in other countries that we serve, we will continue to not charge for failed transactions or chargebacks.

I collect a large amount of payments every month, does GoCardless offer volume-based pricing?

Yes we do. In some cases and depending on your transaction volume, you might be able to negotiate a better price by committing to an annual contract with us. If you are interested in discussing custom volume-based pricing, please contact our sales team here

I don’t actually know the pricing I’m on currently, how can I find out?

Please contact our support team so we can help walk you through what your current pricing is. 

GoCardless Ltd., 353 Sacramento St 9th Floor, San Francisco, CA 94111, US

GoCardless is regulated by the Financial Conduct Authority in the United Kingdom as an Authorised Payment Institution to collect payments across Europe.