I have Paypal set up in my bank feeds in QBO. It has worked fine for about a year. 4 days ago it stopped bringing over transactions. I have made no changes. Why?

Hello, justin78.

I appreciate you checking in with us. I'd like to provide some information on online banking with Paypal.

We've identified an issue with PayPal transactions not uploading in QuickBooks Online (QBO). Our Online Banking team is currently resolving this issue with your financial institution.

While this is being investigated, I recommend reaching out to our QuickBooks Online Support so you can be added to the list of affected users. I'll show you how.

1. Sign in to your QBO account and click on Help.
2. Click on the Contact us link.
3. Enter your concern and click on Let's talk.
4. Choose either Start a chat or Get a callback.

In the meantime, you can manually download transactions from the Paypal website and import them into QuickBooks Online. For more information, you can refer to the following resources below:

• Manually upload transactions into QuickBooks Online
• Import bank transactions using Excel CSV files

You can now begin categorizing or matching bank transactions to straighten out your books once they have been downloaded. Following that, you can perform your usual bank reconciliation.

Thank you for your patience while we work for a fix. If you need further assistance while managing your bank transactions, let me know. I'll be here to provide further assistance. 

I talked to QB support this morning. Very unhelpful. Didn't seem to understand what the problem is. Wanted to know if I have contacted Paypal about the problem. She then asks for my company ID, and mid sentence she cuts off. But the call stays connected another 2 minutes, and finally dropped.

BTW, this is how it always goes with QB support. The service really is terrible. 

The Paypal feed problem is also still not fixed 7 days later. Why is this not a priority for anyone at Intuit?

That's not the experience I want you to have, @justin78. I can share some information that will help your issue.

I'd suggest you contact to our technical team again so they can add you on the investigation. The initial contact appears to have been cut off.

Here's how to contact QBO support team:
 

1. Sign in to your QuickBooks Online company.
2. Go to Help.
3. Select Contact Us.
4. Enter your concern, then select Let's talk.
5. Choose a way to connect with us:

• Start a chat with a support expert.
• Get a callback from the next available expert.
   

For further information on the time schedule, see this article: QuickBooks Online Support.

You can also refer to this article to get answers to frequently asked questions about Connect to PayPal app.

Please check out this article to find helpful articles, video tutorials, and more in QuickBooks Online.

Let me know if you need anything else or if you have any further clarification on your Paypal issue. I'll always be here for you. Take care!

But how do I actually get a call back by an expert? When I am called back I always get someone who doesn't know anything about Quickbooks.

Hi there, justin.

We strive to provide excellent customer service and deliver customer satisfaction at all times. And, I want you to make sure you'll get the support that you need.

Here in the Community Forum, I can provide steps and articles for any QuickBooks issues you're having with. For missing PayPal transactions, we currently have an open investigation (INV-66966) about this.

For us to add your company file to the investigation, we need to pull up your QuickBooks account. When get a call back, you can tell the representative to add your company file to the investigation.

You can select the chat support in case you don't want to wait for the call back.  That way, you'll receive updates about the issue via email.

Please follow again the steps provided by GebelAlainaM on how to contact or chat with our Live Support Team.

Don't hesitate to post again if you have other QuickBooks concerns aside from your PayPal transactions. I'm always around here in the Community Forum to help you.

Surprise surprise... 2 weeks since I was "added" to the investigation. It still isn't working and I've received no emails about it.

And the truly bizarre thing is, with each Tier 1 rep, I am starting from scratch and they have no idea what I am talking about.

So, how can I actually get help?

Allow me to share a few information about Paypal bank feeds, justin78.

I can see the importance to get this to work for your business needs. At the moment, you can try performing the best alternative way while it's still not working on your end. You'll want to download transactions from your bank and upload them in QuickBooks. To do this, you can simply follow the steps below:

1. In QuickBooks Online, go to the Banking menu or Transactions menu. Then select the Banking tab.
2. Select the blue tile for the account you want to upload the transactions into.
3. Select the Link account dropdown and then Upload from file.
4. Select Browse and then select the file you downloaded from your bank. Then select Next.
5. In the QuickBooks account dropdown, select the account you want to upload the transactions into. Then select Next.
6. Follow the onscreen steps to match the columns on the file with the correct fields in QuickBooks. Then select Next.
7. Select the transactions you would like to import. Then select Next.
8. Select Yes.
9. When you're ready, select Let's go.

For more detailed steps, I've provided this article for your guide: Manually Upload Transactions in QuickBooks Online. Additionally, you'll have to compare each transaction with the ones you entered in QuickBooks. Learn from this article on how you can match your bank and credit card statements: Reconcile An Account In QuickBooks Online.

Let us know if you have any other questions about bank feeds. I'll always be right here to help you.

I already tried that and many columns did not match up.

So what I need is for the automatic bank feed to be fixed. It worked fine for a year. It stopped working on February 9th. You've admitted it is broken and that you have a ticket open to fix it. I was told by a QB support rep in chat that I was added to this ticket.

But I've not received any update and it is still not working.

I've talked to 3 chat reps today and none of them can find the "investigation" referenced above. 

It's frustrating just how bad support is from Intuit. This is how any problem goes. These forums are full of the same sort of experiences. I can't imagine going home each day and feeling good about the job you are doing.

I know it wasn’t ideal, and we hear your sentiments, Justin.

At the moment, some users have issues with PayPal. The old ticket shared above is already closed. Our support teams created different investigations based on the situations encountered by the users.

Please know that we want to resolve this as much as you do. You may consider contacting our support once again to escalate this issue for you. They're the only ones who can add your company to the affected list.

Once everything is good, you can now categorize and match your online bank transactions in the program. Then, use this reference to ensure your account are balanced and accurate: Reconcile an account in QuickBooks Online.

I appreciate your patience and effort. If you have any other questions or concerns about banking, don’t hold back to drop a comment below. We’ll always be here to help.

So your support rep told me to disconnect the account from the feed and reconnect. I did that and it's created a new Paypal bank account in the chart of accounts. How do I merge this with the old one (which has 14 years of transactions)?

I'll share details about managing bank accounts in QBO, justin78.

Merging of bank accounts is one of way streamlining your Chart of Accounts. Please know that merging of banks can only be done if one of the accounts does not have any transactions. Accounts that are connected to Online Banking can't be merged or deleted as well.

Since one or both accounts are connected to Online Banking, the option to merge them is no longer applicable. Additional details about this are discussed here: Merge Duplicate Accounts, Customers, and Vendors in QuickBooks Online.

You'll want to use the new account since it's already downloading the current transactions. 

I'd also like to share these articles if you need more guidance when managing your banking transactions:

• Unmatch Downloaded Bank Transactions or Move Them to Another Account
• Undo or Remove Transactions From Reconciliations in QuickBooks Online

Let us always know if you have follow-up questions. We'll make sure that you get the help that you need. 

So your support rep has now screwed up my chart of accounts. 

And you state there is no way to fix it.

Thanks, Intuit. Great service as always. I am so glad I contacted you for help with your garbage software.

This is becoming ridiculous, I have had this ongoing issue for 12 months now, sometimes it works for a few weeks then it stops. You contact QB and the person wont have a clue what you are talking about, will connect with you to try and resolve despite advising them that I have followed every step they will advise, including removing the link and trying again, use incognito modes, use different browser etc etc. 

The advice that you can download a CSV file doesnt help as this will duplicate transactions, does not show merchant fees, does not separate individual transactions between credits and debits, you have to manually go into the CSV and make the adjustments yourself.

Just a simple Google search will show this problem has been going on for years but still not resolved, I will no doubt receive a copy and past reply expressing concerns and asking me to contact help, **** goes right back to the start of this post****