I sense that you're frustrated that I keep bringing these issues up but I will contrinue to do so until this shambles is sorted out.

Imagine how frustrated I am that nothing seems to be being done when all I get are meaningless words:

• "Providing the best experience with the product is what we aim for"
• "our engineers are still working with Paypal"
• "we don't have a specific time frame"
• "this issue is being taken care of"

Hi FrustratedFromWales,

Our intention with the previous post was only to not repeat anything you had advised you did not wish to hear again as regards the case ongoing for both Paypal issues raised. Please do keep us informed we welcome any new information either here or by replying to the emails we sent from the case.

I understand that.  However I am determined that this will not be silently closed in a few weeks time because it's convenient.  Remember, it's happened several times before where QBO have closed my ticket without checking that the issue has been fixed so I've had to re-open it.

Every time I have an issue or a response from QBO staff I'll reply ...

QBO does not seem to be taking this seriously - there is no timescale, there are no updates, just silence or meangingless words about how seriously this is being taken.  Meanwhile I'm spending 1.5 hours a week unpicking the mess that is QBO ....

So ...

This morning my Paypal balance in QBO didn't match the online balance so, after giving it ample opportunities to download ALL of my Paypal transaction by pressing Update serveral times,  I wasted 15 minutes going through the payments that it had imported to find the missing ones.

Today, it failed to import 3 customer transactions.  These were not duplicate payments but were regular payments that QBO had simply ignored so I've had to manually create the payments.  I've reported this issue before but nothing ever gets done ...

So that was 15 minutes wasted this morning on top of the 15 minutes that I spend EVERY single morning making up for the failing is the botched Paypal Open Banking / QBO integration by manually creating a spreadsheet of all the missing Paypal fee transactions.  This was first reported as a major bug in FEBRUARY.

When is QBO going to give their customers a reliable, stable, working Paypal integration (like we used to have) ?  It's been THREE MONTHS !

And please don't patronise me and tell me that "providing our customers with the best experience is paramount" or "we're working on it" .... neither of those are true because you would have got it fixed by now.  And if they were true you would have carried out testing and found these bugs BEFORE releasing them on your customers.

Hi FrustratedFromWales, I understand that it must be infuriating to upload transactions and spend 15mins ensuring transactions are loading when you hadn't needed to do this before ( before open banking was introduced), Now I get the convenience of QuickBooks doing everything for you but you are on a connection that needs to have both parties QuickBooks and PayPal to work together and if PayPal's connection loses visa versa there may be issues that accrue such as missing transactions, appreciate its frustrating that this happens but that is why we have a for review section in the bank to ensure that the transactions are reviewed and correct instead of going straight into QuickBooks. I know you feel that we patronise you, I can assure you this is not our intention but we are working on resolving issues surrounding PayPal and if I could give a time scale I would. Thanks Becky 

I would accept your excuse (namely dropped connections between Paypal and QBO) if:

1. it happened and then another update pulled in the missing transactions

2. it only happened occasionally

3. the missing transactions re-appeared at a later date

None of the above happen.

As I said in my last post, I tried multiple times (actually over a 12 hour period) to get all the transactions imported.  I've just done another import now.  The missing ones STILL haven't appeared but most (possibly even all) of todays have.

That's not a dropped connection issue.

I am a professional software developer.  I know how code works, I can diagnose issues, I can spot random errors and repeated ones.  It's what I do for a living ...

I am also aware of when code is ready to be released (this code is not) and if this was my code I would be deeply embarrassed by it.  I'd be working flat out to fix the issues but here we are three months after I reported issues ON THE FIRST DAY IT WENT LIVE and the issues still remain.

If you don't have a date for this to be resolved by then the only conclusion that I can draw from that is that you have no idea what the cause of these issues are and therefore you have no idea of when they will be fixed.

That's appalling.  My accountant, who originally recommended that I use QBO, is now no longer recommending QBO to her clients because she's seen at first hand Intuits attitude to resolving major bugs such as this.

Another day ... another Paypal / QBO issue.

This time (and I've reported it before) I received a payment from a customer yesterday via Paypal but refunded it late last night.  QBO refused to import the original incoming payment but did import the refund payment.

Like everything to do with QBO and the botched implementation of Open Banking it required me to go through a print out yesterdays Paypal transactions to find the missing payment wasting my time.

I'm sure somebody from QBO will reply shortly to tell me that they take these issues very seriously and that the team are working on it but it's now June.  I first reported issue at the end of February !  When will these issues be looked at ?  And, more importantly, when will they be fixed ?  The original issue (Paypal fee transactions not being imported is STILL happening despite support claiming that it's been fixed repeatedly).

Hi FrustratedFromWales, Thanks for getting in contact, the Paypal issues are being looked at, we escalated all the previous Paypal problems that you've reported in this thread. The Community forum is a place to ask product questions and report issues, you are welcome of course to bring up new problems and check on reported ones.  The banking team will be direct contact by email as soon as a fix has been provided. We will reach out to them in the meantime and if any update can be provided we will email you directly.

So ...

Another day and another 20 minutes wasted trying to find a duplicate payment that QBO failed to import because it appears to be using the users name rather than the transaction ID as the way to determine whether or not a payment has been imported.

I've lost count of the number of times that this has been reported.

Now I fully expect a QBO employee to pop along and say "the Paypal issues are being looked at" but how long does this process take ?

I'm a professional developer, if I had released code this buggy (I wouldn't, I would have tested it first) which was creating such an impact on users I'd be working on fixing this as a top priority !  QBO clearly are NOT treating this is issue with any kind of priority.

Since February there has been NO progress and I've had NO updates from the support team ....

If I worked for QBO I'd be embarrassed by this .....

Good luck in getting anywhere with QB, they just keep responding with the same generic excuse, I have been complaining aboout this since Feb 2020 and given up. I have switched off the Paypal bank altogether as it just causes more work. I now run a download from paypal at the end of the month and make a journal entry from there.

So, another day and yet another 20 minutes spent manually importing missing Paypal transaction fees followed by trying to find the two customers payments that QBO missed (despite numerous Updates being done over the last 12 hours).

I'm sure that, at some point, QBO will respond with "the Paypal issue is being looked at", "our engineers are working on this", "we'll be in touch when we've got an update".

The trouble is ... that's ALL that QBO do.  There's never any progress on FIXING the issues.  Just empty words ....

Hi FrustratedFromWales, We appreciate that you're having to spend time uploading the transactions via CSV file, as you are aware we have issues surrounding Paypal and that we're working on identifying the root cause to resolve. 

I can tell you what the root causes are:

1. lack of preparation by Intuit (Open Banking has been on the horizon for YEARS)
2. this was pushed out with no testing (I found bugs on the FIRST day it was released)
3. the issue is not being taken seriously (I'm still reporting the SAME issues MONTHS later)
4. it's clearly under-resourced (bugs this serious, if taken seriously, would get LOTS of resource thrown at them)
5. more focus of writing meaningless replies than actually FIXING the problem

That pretty much covers it ....

FrustratedFromWales, We note your comments. 

It's just a pity that note them but you won't ACCEPT them and then ACTION them !

I write software for a living.  If I worked for Intuit on the Open Banking integration, I'd be embarrassed ....

Another day and yet another 15 minutes wasted trying to find a missing transaction that QBO failed to import.

When I eventually found it, it wasn't a duplicate of an existing payment (that's yet another QBO bug) but a unique payment that QBO failed to see.

I've no idea how many times I've raised this over the last 4 months but still NOTHING gets done ...

Hello Frustratedfromwales, 

we have taken on board this other issue you are having and passed it onto our engineers who are working on getting the PayPal issues resolved. Soon as there is any update we will let you know. 

Yes, I'm sure that it's been added to the list.  I've been reporting this for four months.  Do you think there's a chance that it will ever actually get fixed ?

As a professional software developer I would categorise this as a critical bug because it affects how the user uses the product.  Critical bugs should get resources thrown at them. 

Perhaps you can tell me what priority has QBO classed each of the following bugs at:

• missing Paypal transactions ?
• missing transactions from customers ?
• missing multiple transactions from customers ?

What resources are being provided to resolve each bug ?

Hello FrustratedFromWales, We have been in contact with the banking team and an update has been emailed to you this morning. We cannot provide what resources are being used by them and any higher levels working on banking escalations as they are in house systems.

Yes, I got your update.

Your team has identified that the duplicate payments for some users arise because I'm having to manually create missing payments which QBO then pulls in days later.

They've identified the sympton, not the actual issue which is why do some random payments not get imported by QBO ?

Still no update on the most critical issue though which is the missing Paypal fee transactions ....

Hi FrustratedFromWales,

We're still investigating the issue for the missing fee transactions and you'll receive all further critical updates on this via email. 

For the duplicated transactions which you did enter manually, you should see the option to 'Match' these on the 'For-Review' tab once these have updated on the bank feed. 

Thanks

So I've just spent TWO HOURS trying to work out why my QBO Paypal balance didn't match today.  Regular readers will know that I ensure that the QBO Paypal balance matches EXACTLY my that of my Paypal every day.

This entails manually creating and importing all of the missing Paypal fee transactions that QBO stopped importing back in February (which apparently is a priority of QBO to fix, yeah right !).  It also entails creating any regular customer payments that QBO misses (numerous ones reported previously in this thread) as well as deduplicating ones that I've previously manually created that QBO suddenly decides to imports days or weeks later (see below for an example).

But today was different ....

I had to go back through the Account History to May 28th until I found that my QBO matched my Paypal account.  Now, given that I ensure without fail, that QBO matches EVERY day this looked like a new bug.  And it is ...

On May 29th QBO was £5.99 up where it had imported a payment shown as Cleared in Paypal from a customer with the intials AS but which was NOT on my Paypal statement from that day.  Deleting that incorrect payment corrected the closing balance.  My Paypal statement of June 5th shows a payment from the same customer (AS) for the same amount (£5.99) but QBO hadn't imported it.  Manually creating the payment and importing it resolved the error.

Now the odd thing is that those days previously balanced so the payment on June 5th was previously imported by QBO but it appears that during yesterdays import process QBO removed the payment from June 5th and moved it (in error) to June 2nd.  This is yet another bug !  And why is it retrospecticely moving things around ?

Is it repeatable ?

Yes, because the exact same thing happened to another payment shown in Paypal as cleared on June 2nd from a customer with the initials DP for £21.99.  Deleting this corrected the balance.  The payment then appeared on my Paypal statement of June 9th but not in QBO so I had to manually create and import this missing transaction to get the balances to match.

QBO is clearly treating 'Cleared' payments as payments into Paypal when they are not.  It's also retrospectively doing this - which it shouldn't do !

Finally, on June 6th (as part of my daily chores) I had to manually create a transaction for £6.99 from a customer that QBO refused to import the details of.  When updating yesterday QBO pulled in that transaction thus producing a duplicate.  Why is QBO pulling transactions that are 8 days old ?

This morning I was on the verge of throwing in the towel and moving to another product but having spent 3 months at the end of the last year importing everything in QBO I'm really loathed to do that.  Not out of any sense of loyalty to QBO because I don't have any.  The contempt with which they treat their customers is breathtaking.  I simple do not want to spend another 3 months, in fact I can't afford to spend another 3 months, importing all of the transactions in from scratch to another system.

And perhaps that's the problem - QBO know that they have their customers over a barrel and, as a result, don't give a toss about fixing bugs.  In fact, they seem to be introducing new ones into something so poor that it should never have been released at all !

Hi there, FrustratedFromWales.

It can take several days for transactions to clear in your bank. This might be the reason it the transactions imported late in the system. QuickBooks depends on the information shared by the financial institution. With this, I suggest excluding the transactions that cause duplicate entries in your end.

Please know that you're always welcome to post if you have any other concerns. Wishing you and your business continued success.

Thanks for the reply.  Unfortunately:

1.  this is not a bank that I am having problems with, this is Paypal we are talking about
2. if you'd read what I had posted you noticed that the transactions appeared correctly AND THEN at some later date (i.e. today) they disappeared and were replaced by the 'Cleared' payments much EARLIER and in ERROR

I know that QBO seems to have a policy whereby posts must be replied to but I'd rather wait longer for someone to actually read the post before replying.  Perhaps this is why bugs never get fixed .... no-one from QBO actually reads the content from their users but merely skim reads it, sees a keyword and replies with the first thing that they can think of ....