Since early Feb the PayPal account hasn't pulled through all transactions - it's missing off all of the PayPal charges - does anyone know how I can resolve this please?

Thanks for visiting the Community, @tamsin.

We received reports regarding PayPal feed not bringing charges/fees in QuickBooks Online (QBO). A ticket (INV-42500) has been created and forwarded to our Product Engineers. They're now working to fix this issue as soon as possible.

In the meantime, I highly suggest contacting our Support team so they can add you to our notification list. This will help our Engineers the number of affected users. An email notification will be sent to you once this has been resolved. I'll also inform you here when we get the update as well.

Here's how to reach them:

1. In QBO, click the Help (question mark) icon at the top right.
2. Select Contact Us at the bottom to connect with our live support.

Please leave a comment below if you have any other issues or concerns. I want to make sure everything is taken care of for you. Have a great day!

Hi

This was posted on 1st May. I have just got Quickbooks and this problem still exists. The development team are obviously not having any luck if this problem is over 6 weeks old !

If you connect using PayPal UK it does not bring in the fees, however, if you connect using PayPal.com (2nd option) then it does bring in the fees, problem is if you connect using PayPal.com it only brings in the last 60 days transactions - why is this?

Thank you for choosing QuickBooks as part of your business, @PoshPorter.

This is not the kind of situation we want you to experience and I understand the frustration being caused by this issue. Rest assured that our engineering team are now all hands on deck working together with your bank to find a solution as quickly as possible. While they're working with this, I encourage reaching out to our Support Team and have them attach your case to the ongoing investigation so they can add your account information to the notification list. Once added, you'll automatically receive email notification with the latest updates.

To contact support, tap on Contact us from the Help menu. Or, open this link.

Once everything is up and running, you can always read our banking articles for additional references in the future.

Please extend your patience while we're working on the fix of the issue. As always, leave a comment below if you have any other questions. I'm a few clicks away to help. Keep safe!

Thanks for the quick reply, however, I have reached out to the support team and they told me they would add my case to their investigation but i have heard nothing. No automated email was received!

My point was that this problem does not exist if you use PayPal.com to connect (2nd option on list). It only happens if you use PayPal UK to connect, therefore, i don't understand why your engineer team are trying to find a solution with PayPal ?

Seeing as this issue was raised over 6 weeks ago i guess your engineering team, with all hands on deck, will be close to a solution? 

My other point was if you use PayPal.com to connect then it only brings in the last 60 days transactions. I will open a new discussion for this specific point because i may be muddying the waters here !

Thanks for the link and articles

PoshPorter

@PoshPorter many thanks for your reply. I've tried what you suggested but for some reason it still doesn't seem to pull through the fee transactions only the main transaction. 

I've raised the issue with the support team, I've had numerous emails from them asking me for clarification, but all they have really suggested is to manually download the missing transactions in a csv file from PayPal, which is what I have been doing - although it is far from ideal - especially as before 01 February 2020 this just used to happen automatically - what changed on this date? If I do come across any better solution I will update here. 

With regards to your other issue, when I reconnected in the way you suggested it did give me the option to download over a years worth of PayPal transactions not just 60 days - it's a mystery to me why it seems to be working differently when we want to achieve the same thing. Sorry I cannot help more.

@tamsin 

Yes, that is what they told me to do, upload via CSV - Hardly automated !

When connecting to PayPal.com you are given the option of uploading transactions for upto a year previous, however, it does not matter what dates you choose the upload to be from, it still only updates the last 60 days

Another bug i fear !

Thanks taking the time to reach us back, PoshPorter.

I am determined to help you find a permanent fix for this. At this time the investigation for Open Banking Paypal feeds that is not bringing in fees is still in progress.

Since you've already contacted our QuickBooks Care Support, please expect an email notification from our team for the updates of the current investigation.

I appreciate your patience while we are working on this. Keep me posted for additional questions or other concerns. I want to make sure this gets fixed. Wishing you the best of luck.

@tamsin Which reports do you pull from PayPal

If i go to reports, then all transactions, it seems to pull all transaction into a CSV file, but not in the format that Quickbooks wants. The fees are in a different column and if i use the 4 column format then the payments i make from PayPal do not upload correctly !

Thanks for your help