Hi, I have a client who has the following scenario and issue:

They sent out mandates from the Go Cardless website. One particular customer responded and signed up. The customer signed up but mistyped her own email address, adding an extra dot in the dot com part of the address. (eg: jane@sage..com) The GoCardless website allowed her to proceed.

Since the customer did this, the Settlements screen in my clients Sage50 Version 24.2 is noticing the bad address in the mandate. It is asking my client to match the go cardless account listed in the screen, with a sage50 account, but no matter what account he chooses, it gives him an error 103 'Field: email, not a well-formed email address'.

At this stage it seems to be a ghost mandate and there is no option on the screen to bypass or ignore it. He has about 600 bank transactions from successful direct debits that he needs to bring into his Sage50, but cannot get past this screen.

Things we have tried:
Imported the same 'bad' email address onto the sage50 account to see if we could fool it and match it! (Didn't work).
Over two weeks ago, my client went in to his Go Cardless account on the Go Cardless website, and cancelled the mandate (As suggested by Sage support), but this has had no effect on this issue in Sage50 - the problem still persists.
Highlighted the customer account in Sage50 with the intention to click Refresh Mandate, but the button is disabled when that customer is highlighted.

Does anyone know how to approach this problem, or has similar issue?

Any help or direction would be much appreciated.

Thanks!