cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
Anonymous
Not applicable

error message in Connect to Paypal App

PayPal connect app has been failing me since about beginning of Nov.  Some (but not all !) downloaded transactions cannot be added, per this error message:  :We were not able to find an expense account to record the PayPal fees for this transaction. Please go to your PayPal connection settings to set a fee account."

 

The act of adding seems to even cause QBO to change or delete the payee and account!

 

Clicking settings hyperlink as instructed results in either 1) never re-launching paypal, or 2) re-launching paypal but never giving options to change settings and then QBO delivers an error message that I already have a PayPal connection.

 

Other forums suggest to delete the app in QBO and reinstall, but there is no such delete option available to me in the dropdown box.  I've also tried to use the settings from the dropdown box, but I puts be in that same unworking loop of re-launching paypal.

 

mac os mojave 10.14.1

qb online plus

18 Comments
Level 1

Re: error message in Connect to Paypal App

I hope someone replies to this as I am experiencing the exact same issue!

QuickBooks Team

Re: error message in Connect to Paypal App

Hello everyone.

 

I want to share with you some information about the error message in Connect to Paypal App.


Similar cases have been reported regarding the error when trying to download transactions. Our product team is reviewing this behavior and is working on to come up with a permanent fix.


Since I want to make sure you'll be able to receive updates about the progress of this investigation, I recommend giving us a quick call so we can add you to the list of affected users.


You can reach us through this link: QuickBooks Online Support.


Updates will be communicated through email. Fill me in if you have additional questions.

Level 2

Re: error message in Connect to Paypal App

I have been having the same issue since before November.   Hoping for news soon.   Manually doing this is for the birds.

Level 2

Re: error message in Connect to Paypal App

I need an update to this.   How do I sign up for any news?

Moderator

Re: error message in Connect to Paypal App

Hello there, @whstreasurer.

 

Thanks for joining us here in the Community. Allow me to step in for a moment and share some update about the error message when Connect to Paypal App.

 

I'm glad to inform you that this issue with an investigation number 21540 has been resolved. Here are the steps to manually get rid of this error message on your end:

 

1. Log into your QuickBooks Online (QBO) account.
2. Select Banking on the left pane, then click Edit on PayPal Bank.
3. Choose Edit Settings, then pick the PayPal Fees expense account (account name is CASE SENSITIVE).

 

Just in case you need it, you may visit this helpful article that tackles Connect to PayPal - FAQs.

 

That should get you fixed right up! But if you're getting the same results, let me know and I'll get back to you right away. I'm always here to help you out. Take care and have a great day.

Level 2

Re: error message in Connect to Paypal App

FritzF,

 

Thank you for the response, but that is a no go.  Still get the error, "Something's not quite right

We were not able to find an expense account to record the PayPal fees for this transaction. Please go to your PayPal connection settings to set a fee account."
 
Not sure what the case sensitivity has to do with it since you can only select from the list provided in the edit settings page.
 
Any help would be appreciated.  Thank you.
Level 2

Re: error message in Connect to Paypal App

@FritzF,

 

By the way, this was all working fine until that time in early November.  Nothing has changed.

 

Thank you.

Moderator

Re: error message in Connect to Paypal App

I'd like to catch up and join your conversation with FritzF, whstreasurer.

 

I've reviewed our system to see if there's a related case regarding the error you provided, but I got out empty-handed.

 

I did a thorough search about this error and found out that this can occur if the connection between the bank's website and QuickBooks Online is suddenly interrupted. Thus, doing the browser troubleshooting can help us get rid of any cache-related issues.

 

You can use a private browser and try connecting the Connect to PayPal again. Private browsers don't store cache files which is good for the initial troubleshooting steps. Using a different supported browser can be a good alternative, too. 

 

If you can successfully do it, we can clear the cache storage of your regular browser. Otherwise, I'd recommend reaching out to our QuickBooks Customer Care Team. They'll be able to investigate this matter and provide other troubleshooting steps.

 

We'll always be here if you need anything else. 

Anonymous
Not applicable

Re: error message in Connect to Paypal App

Sorry, but no one has provided a solution that works (including private browser setting).  My books are messed up and the errors compound every day.

 

HELP ME DELETE the PayPal app!  I do not have a delete option in the app dropdown, and none of the other dropdown options function (they do not succesfully "connect to" paypal.

QuickBooks Team

Re: error message in Connect to Paypal App

Hi there, @Anonymous.

 

Thanks for providing me an update about the steps that you've tried to get this PayPal concern sorted out. I'm here to direct you to the best support to assist you with connecting your PayPal with QuickBooks Online.

 

Since the steps given above didn't work, I'd suggest giving our Customer Care Team a call. They have the necessary tools to check on your account and verify on what may be causing the issue. This is also to ensure that your account is in a secure space since the Community is a public forum.

 

Don't hesitate to let me know if I can be of additional help. I'll be around to help you out. Have a great week ahead!

Level 2

Re: error message in Connect to Paypal App

The issue is that I have called them.   The issue gets escalated for a call back, and no one is calling back on this.   When I check in, I state that the team is working on the issue.   Right now, that's it.

 

Will try again as it appears that this will not get resolved here.

Level 1

Re: error message in Connect to Paypal App

Was anyone able to get this sorted out?  I am having the same problem.  Doesn't matter if I use Microsoft, firefox, Chrome, private browser window.  No matter what I use, I get this exact same error - but just like the original poster, it's only on SOME transactions.  It seems that my older transactions are where the problem is (I'm a bit behind on matching all my Paypal transactions and trying to get 2018 completely entered so I can get taxes filed).  The 2019 transactions do not seem to be having this problem....but they are all in the same bank feed, all using the same settings, all linked to the same expense account.  So what is the fix?

QuickBooks Team

Re: error message in Connect to Paypal App

Hi @briannatsp,
 

Currently, there's an ongoing investigation regarding PayPal transactions. Our product team is continuously working on this to come up with an absolute fix.

I'd recommend contacting our QuickBooks Customer Support Team  so we can add you to our list of affected users.

If you have other questions about your QuickBooks Online, please post again.

Level 1

Re: error message in Connect to Paypal App

Any Joy fixing this it's been 2 months contacted customer support every 2 days say they gonna call me back & never do..!!

I may have to switch provider it's doing my head in now 

QuickBooks Team

Re: error message in Connect to Paypal App

Hi there, demonpete.

 

Thanks for keeping us posted. Let me share some updates about the error message when trying to connect to Paypal App.

 

There is a new investigation created regarding this issue with Paypal app connection. While they are closely working on resolving this, I want you to be part of the containment list so we can easily provide updates through email. We'll be sure to update this thread as soon as we receive any progress of the investigation.

 

Here's how:

  1. Sign in to your QuickBooks Online company.
  2. Click the Help icon in the upper right of the screen.
  3. Select Contact US on the pop-up. 
  4. Enter what you're needing assistance with in the How can we help? field and choose Continue
  5. Click Get a callback.
  6. Enter your contact information.
  7. Select Call me.

You can also provide this INV- 29427 as a reference for this current investigation. Aside from that, you can give the link of this thread to the representative for your convenience.

 

I appreciate your patience while we continue working on this. Stay in touch with me if you there's anything else you need. I'll be right here.

Level 1

Re: error message in Connect to Paypal App

It's pointless calling you guys nothing gets done all I get someone is working on or problem. But surly 2 months it should be fixed? after a while you think F*ck it and go elsewhere

Moderator

Re: error message in Connect to Paypal App

Hello there, @demonpete.

 

Calling us is a way of being added to our notification list. There isn't a current time frame for when the investigation will be closed, but that will automatically inform you once updates are available. However, if you already called, rest assured your case is added to INV-29427, and you'll be notified via email as soon as we have an update. 

 

Meanwhile, I've checked the investigation, and there are additional steps for you to try to get past the error and connect to PayPal App. Let's start by using a private browser and try to connect to the app from there. 

 

Please refer to these steps based on which browser you're using:

  • Google Chrome: press Ctrl Shift 
  • Mozilla Firefox: press Ctrl Shift P
  • Internet Explorer: press Ctrl Shift P
  • Safari: press Command Shift N

If it works, go back to your regular browser and clear your browser's cache. There are times that the browser is full of frequently-accessed page resources, thus causing this unexpected behavior.

 

I've added an article with additional insight into this process, as well as the necessary steps: How Do I Clear My Browser Cache and Temporary Internet Files?.

 

Keep me posted on how things go once you've tried the steps above. I'll be happy to help you further. Have a great day. 

Level 4

Re: error message in Connect to Paypal App

Hello @demonpete  @whstreasurer @Anonymous ,

 

  The solution can be just switching to another WORKING app, as it can be really frustrating... 

  This Business Payments app connects to PayPal, syncs all the transactions individually to your QuickBooks with all the details like product name and customer name, which is quite convenient. 

  It also supports Stripe and Square if needed. 

 

Hope that helps.

Polina

Need to get in touch?

Contact us