We hear you FrustratedFromWales, It's not our attention to come across that we don't want to know of the issues surrounding the issues around PayPal, as this is not true at all, We are fully aware of the issues and we have made you aware that we know that there are issues. You have have a case open with us and you will be notified via email as soon as we have resolved this issue, as recommended please upload transactions via CSV file if you're having issues. I appreciate your frustrations surrounding this we are working to resolve this as soon as we can. Thanks 

"We are fully aware of the issues and we have made you aware that we know that there are issues. You have have a case open with us and you will be notified via email as soon as we have resolved this issue"

It's the same empty words.

Yes, I know you know that there are problems.  After a month of denying that there weren't problems and closing my tickets you have now accepted that there are issues.

That was March.  It's now mid-June and NOTHING has been fixed.

The problems have been present since we were forced to use this bug ridden Open Banking implementation.  But when will it actually be FIXED ?  Will I still be complaining about the same issues in another 3 months ?  Given the current rate of progress (ZERO) I suspect that I will ...

Hi FrustratedFromWales, As we have said we are working on the issue, as soon as we are given a time frame you will be notified.Thanks 

"we are working on the issue, as soon as we are given a time frame you will be notified"

To be honest, that answers says it all.

If, after nearly FOUR months, you still don't have a timeframe then you have no idea what the problem is nor how to fix it.

I write software for a living so I have some experience in the software design, coding and testing sphere.

To have allowed such a critical bug through the testing process would be embarassing but to have left it live for so long and still not have any timescale for fixing it, well that just shows the contempt with which Intuit treats its customers.

The whole Open Banking implementation was rushed, bodged and the ongoing support is evidently under-resourced as well.

Hi FrustratedFromWales,

We're unable to release a specific date as to when this will be resolved, our engineers are aiming to fix this with priority, however, depending on the fix required this can take longer than we would usually expect. We have created a case for you and attached you to the INV so that you'll be notified as soon as the issue is closed, in the meantime please use the workaround provided. 

Thank you for your ongoing patience in the meantime. 

So another day, yet another 15 minutes spent wondering why my Paypal balance and QBO didn't agree resulting in having to go through line by line to find the missing transaction that QBO had failed to import.

Surprise surprise ... it's an old bug, one that I first reported around 3 months ago where I receive a payment and refund it to the customer on the same day and QBO only imports the refunded payment and not the initial payment to me.

How could this happen ?  I have no idea since all transaction have a unique ID but I'm sure that someone from QBO will be along shortly to tell me that it's a very important issue and will be fixed in due course and that they take these things very seriously.

To which I have one reply ..... THREE MONTHS !

Er .... I have just received an email from Quickbooks to let me know that there's a problem with multi-currency transactions in Paypal.  Have Quickbooks just worked this out ?  I reported this 3 months ago at the end of February.

Presumably I can look forward to another email in due course telling me that Paypal transactions aren't working either ?

After over a week of not having to track down and manually create missing transactions (other than the Paypal transaction fees which QuickBooks are working on really hard to fix - not !) I thought "maybe they've silently fixed that issue and forgotten to mention it" ....

Sadly not ... I had to spend another 15 minutes spent this morning going through all of my transactions by hand looking for the one payment from a customer that QBO failed to import ....

I'm so glad that these issues are being dealt with as a priority.  I mean reporting them and expecting them to be fixed within four months is just sooooo unreasonable isn't it ?

Well credit were credits due .... in the Account History section QBO now lists the Paypal transactions in the same order that they are printed on the Paypal statement.  Although I've no idea why QBO used to randomly ordered them, at least by now listing the transactions in the same order means that it's easier to go through the paper Paypal statement looking for missing transactions so thank you QBO.

How did I find this out ?  By trawling through looking for payments that QBO had failed to import.  Todays 10 minutes of wasted time thanks to QBO was spent in search of two duplicate payments from two customers so it appears that months after first reporting this as an issue, QBO is still using the customer name rather than the transaction ID to determine if a payment has already been imported.

This is basic stuff that a beginner programmer would do !

Oh, and four months after first reporting that Paypal transactions aren't being imported and told that it was a "high priority" .... they still aren't being imported.  FOUR MONTHS !

Hi FrustratedFromWales You are able to use the reconciliation function within the product, although you always have to refer to your bank statements to ensure that the transactions you have within QuickBooks correspond to that on your Paypal statement. You can also run a report on the Paypal chart of account and compare it to your Paypal statement.:raising_hands: We again apologise for the ongoing issue and the length of time it's taking to resolve.🙇🏽

"although you always have to refer to your bank statements to ensure that the transactions you have within QuickBooks correspond to that on your Paypal statement"

Thank you for quite possibly the most pointless reply ever.

In case you hadn't noticed that's EXACTLY what I've had to do EVERY DAY since the disasterous QBO / Paypal integration (that word is used in the loosest possible sense) was forced upon us ....

"We again apologise for the ongoing issue and the length of time it's taking to resolve"

Words, words, words ....

No actions though.  EVER !

This morning I have just wasted 35 minutes trying to find out why QBO suddenly decided to automatically import a Paypal payment from FOUR days ago that I had manually created because it hadn't imported it on the day.  As a result I had two identical payments - the one that I created and the one that QBO decided to import FOUR days late.

I cannot believe that issues that I first report months ago are STILL not fixed.

Hi FrustratedFromWales We were referring to the fact that even when our customers bank connections are working that it's best practice to reconcile the accounts, using the reconciliation function or by using the chart of accounts, in both instances you have to compare the transactions in QuickBooks to that on your bank statements.

We again apologise for the ongoing inconvenience.🙇🏽

I understand that.

However, having reconciled a particular day should I then have to go back and re-reconcile days that I have previously reconciled because QBO has suddenly decided AT RANDOM to import a transaction that it failed to import previously days ago ?

If the product worked properly (and it doesn't) then I shouldn't have to do that.

Hi FrustratedFromWales If reconciliations are carried out correctly even on a daily basis, this means ensuring that the transactions within QuickBooks/chart of accounts are in accordance with those of your bank statement then there shouldn't be any discrepancies. By looking at your bank statement you should be able to see that there is a missing transaction within QuickBooks/chart of accounts and add it in manually.. Then if that transaction appears in the for review section after you have reconciled you will be able to exclude it. 

Except that is NOT what happens.

Every single day I go through my Paypal statement manually creating the Paypal fee transactions that QBO ignores (and has done since February).  I then check that balances match according to my Paypal account and QBO.

If they don't I then have to play "hunt the missing transaction" or "hunt the duplicate transaction" or "hunt the random transaction that QBO imported from X days ago".  Can you sense how frustrating this is ?

Now, in the case of the transaction that QBO randomly imported this morning, it was a payment from April 16 that QBO had NOT previously imported.  As a result I had manually created it back on April 16 in order to get my accounts to match.

When I went through and reviewed the payments from yesterday it was not in the list of payments to review so the issue is that QBO presumaby gets the missing payment from Paypal X days late, sees that there's already a payment for that customer, date and amount that has been approved and automatically adds in without providing an opportunity for me to review it.

This has happened multiple times which you'll see if you go back and read my comprehensive diary of the issues.

This is odd behaviour given that QBO will often ignore duplicate payments for the same amount from the same customer because (presumably) it checks that the amount is the same and that the customer name is the same and decides that it's a duplicate and should be ignored.  Instead it should look at the transaction ID provided by Paypal and use that to determine if a payment is a duplicate or not.

As I've said ... the whole integration is pretty broken !  But that's ok, because QBO keep apologising for it without actually addressing the issues and, more importantly, fixing them .....

And another 15 minutes wasted today trying to find out which Paypal payment from a customer QBO had failed to import.

In the end, it wasn't a duplicate (they get missed, that's a bug) just a random payment that QBO missed for no reason other than no one has bothered to look at the cause of this and fix it for the several months that I've been reporting this issue ....

And then a further half an hour spent trying to work out why suddenly the last four days failed to reconcile when they did yesterday.

The cause ?

A completely random payment from a customer on a day when no such payment had occured from that customer.  QBO "imported" a fictional payment, didn't allow me to review it but just stuck into July 16th.

The QBO / Paypal "integration" (word used advisedly) is getting worse ....

Hi FrustratedFromWales,

Can I clarify for the payment which was created for July 16th, did this appear in the For-Review screen or was it auto-added into the Reviewed section?

Do you have any bank rules setup in your books to auto-add transactions from PayPal? 

Thanks

Thank you for your interest.  I was wondering if my report would simply be ignored or it someone would ask for more detials.

The payment was auto-added into the reviewed items.  I have no rules to auto-add any items.

Thanks for getting back to me, transactions should only auto-add into QuickBooks if there's a rule created for this. 

Would it be possible to get a screenshot of this transaction as it appears in the 'Reviewed' section and of the transactions audit history so we can take a closer look?

You can view the audit history by clicking into the transaction from the reviewed feed and selecting More > Audit History on the toolbar of the transaction 🧐

Thanks again

I have now deleted the transaction.  If I kept everyone that QBO screws up whilst waiting for someone from Intuit to show some interest then I'd have accounts that never reconciled ....

No problem, this shouldn't happen but if you do notice this in the future please return to this thread with the screenshots attached. The issue with the missing PayPal fees remains ongoing with our technicians and we'll keep you updated on this via email :thumbs_up:

Thanks

I'm also having problems...

I disconnected my app because the feed didn't seem to work properly. Now when I try to reconnect the app, instead of connecting to the existing "PayPal Account" under "Banking", it created a completely new one. I can't start over. How can I connect to the existing "PayPal Account" and just sync the last month,?

I appreciate your time posting here, Mike741.

It's possible that you have created a new account when reconnecting your bank. What we can do is disconnect the incorrect account and then make sure to select the existing one in the Chart of Accounts.

To disconnect, you can follow these steps:

1. Go to Accounting > Chart of Accounts.
2. Select the drop-down arrow next to the View register link of the account you want to disconnect.
3. Choose Edit.
4. In the Account window, put a check mark on the Disconnect this account on save box.
5. Click Save and Close.

Before you reconnect the account, find the existing account in the Chart of Accounts. Then, go back to the Banking page to reconnect the bank. Make sure to select the existing account. 

I've got these articles for more details:

• Disconnect or delete an account connected to online banking
• Connect your bank feed using Open Banking

Please feel free to add a comment here if you have any follow-up questions. I'm here to help.

Thank you so much! This seems to have worked. I was able to select the existing PayPal account. It's not showing the balance for the account yet, but I'll give it a few hours to update.

I do, however, see that I have many missing transactions under "Reviewed" and "Excluded", the whole of 2020 and then some months for 2019 are missing.