Duplicate paypal accounts every time I refresh my connection

Belse · ‎February 26, 2021

Every time I have to refresh my paypal connection I get a duplicate paypal account and duplicate transactions this is becoming a pain as I don't want to delete one in case it removes older transactions that weren't duplicated and it will take ages to hunt through and mark them all as duplicates.

Also the QB assistant function doesn't work anymore it just shows my last query and I can't ask anything new.

Thanks

AileneA · ‎July 23, 2022

It could be the transactions were downloaded twice, rothwella.

When you connect your bank account, QuickBooks Self-Employed automatically downloads your latest transactions.

Since each bank connects to QuickBooks differently, sometimes there are crossed wires. QuickBooks may occasionally download duplicate transactions. Here's what to do with duplicate transactions and how to prevent them in the future.

Let's double-check your bank statement. Sign in to your bank's website and pull up the statement for the period you see the duplicate.

Once you see the transaction on your statement twice, your data is downloaded correctly. If you only see the transaction once, let's move on to another solution.

Let's make sure your bank or credit card account is only connected to QuickBooks Self-Employed once. If it's connected twice, simply hide one of the accounts. This stops QuickBooks from downloading new transactions from the second connection.

Select the profile ⚙ icon.
Select Bank Accounts.
Make sure your bank or credit card account is connected once.
If there's a duplicate, select the toggle to OFF in the Show account column.

Alternatively, we can Exclude the duplicate transaction, please refer to this article: Exclude or delete transactions in QuickBooks Self-Employed

If you see the same or other unexpected behaviors, please let me know. I'll be happy to help you further.

View solution in original post

Ashleigh1 · ‎February 26, 2021

Hello Belse,

Welcome to the Community page,

So if you do not want to delete the duplicate accounts out of Quickbooks, you can toogle them off, but just to let you know the transactions will also not be visible. However if you toogle it back on they will still be there.

Belse · ‎February 26, 2021

Hi thanks for the reply I know you can toggle them on and off but wanted to know why it duplicates everytime I refresh so I have multiple payal accounts surely this is an error? Also do you know why my QB assistant is no longer working?

Kind regards

Ashleigh1 · ‎February 26, 2021

Hi Belse, so our develops are aware of when customer s reauth the bank it duplicates the account instead of just updating the one thats there, they are working on this issue and hopefully it will be resolves soon.

In regards to your QB assistant, what is happening when you click on it?

Belse · ‎February 26, 2021

When I click, it just comes up with an old conversation and if I type anything nothing happens

Thanks

Ashleigh1 · ‎February 26, 2021

So we have had no other reports of this, could you log into your account on google chrome incognetio/private window please as this should forget the last session you had and let you then ask for help.

Let us know how you get on.

Belse · ‎February 26, 2021

That still comes up witht the previous chat and when I type a question it adds it but nothing happens

Ashleigh1 · ‎February 26, 2021

Thanks for trying that on a normal google browser can you clear your cache and cookies, this link here will help you, close the browser down, reload it, log into your account and try again let us know what happens.

Belse · ‎February 26, 2021

I cleared the cookies and cache but it still has my old conversation, same thing on my phone and a different laptop

Kind regards

Ashleigh1 · ‎February 26, 2021

Thanks for trying that Belse, as a work around you could use this link and and ask to be transferred to the Self-employed team.

Belse · ‎February 26, 2021

Thanks

KarenD80 · ‎October 18, 2021

This has also happened to me, except I can't toggle previous accounts as off so it's showing additional money from previous duplications

Ashleigh1 · ‎October 18, 2021

Hello KarenD80, thanks for commenting on this thread, can we ask that you reach out to us on either Twitter or Facebook with a private/direct message with your issue and email address linked to your account so we can take a closer look at it for you.

Facebook - https://www.facebook.com/QuickBooksUK

or

Twitter - https://twitter.com/QuickBooksUK

rothwella · ‎July 23, 2022

I am having this issue every time I have to refresh my bank connections. It's making quickbooks pretty unusable for me as I can't be certain which transactions are duplicates and I am having to go through everything again each time.

It looks like this complaint was over a year ago. has this still not been fixed?

AileneA · ‎July 23, 2022

It could be the transactions were downloaded twice, rothwella.

When you connect your bank account, QuickBooks Self-Employed automatically downloads your latest transactions.

Since each bank connects to QuickBooks differently, sometimes there are crossed wires. QuickBooks may occasionally download duplicate transactions. Here's what to do with duplicate transactions and how to prevent them in the future.

Let's double-check your bank statement. Sign in to your bank's website and pull up the statement for the period you see the duplicate.

Once you see the transaction on your statement twice, your data is downloaded correctly. If you only see the transaction once, let's move on to another solution.

Let's make sure your bank or credit card account is only connected to QuickBooks Self-Employed once. If it's connected twice, simply hide one of the accounts. This stops QuickBooks from downloading new transactions from the second connection.

Select the profile ⚙ icon.
Select Bank Accounts.
Make sure your bank or credit card account is connected once.
If there's a duplicate, select the toggle to OFF in the Show account column.

Alternatively, we can Exclude the duplicate transaction, please refer to this article: Exclude or delete transactions in QuickBooks Self-Employed

If you see the same or other unexpected behaviors, please let me know. I'll be happy to help you further.

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Duplicate paypal accounts every time I refresh my connection