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coventgardenmartin
Level 1

Paypal Transactions Downloaded Have Mostly Empty Description Fields

I've just joined QBO and have multiple bank accounts. I've attached them all and downloaded transactions going back to the 1st of the year. When I look at TRANSACTIONS / BANKING and select the Paypal bank I see all the transactions but the DESCRIPTION field for more than 80% of them is blank. The remaining 20% are normal and say Uber or Airbnb or Google. And when I click the gear and add Payee or Show Detail I get Paypal for all of them and the detail is always a long transaction ID like: Transaction ID: 3YS86149WH5095338https://www.paypal.com/activity/payment/3YB8614FFS5095338 I have to literally click every one of these transactions to be taken to Paypal to see it says something like: Seller: KEY FOOD GROCERY STORE  etc. This should be in the description fields so I can make rules and easily identify the purchase but this is nowhere to be found in these 80% of the transactions.

 

Did I import them improperly in the initial bank setup of QBO? Should I be seeing these seller names in the transactions like I do for all of the other accounts I have on QBO? They are formatted slightly differently but you can see who the business is and can make a rule. What am I doing wrong? Or need to do?

 

Desperate for some help. Thanks! 

19 Comments 19
MichelleBh
QuickBooks Team

Paypal Transactions Downloaded Have Mostly Empty Description Fields

I appreciate you for uploading your PayPal data into QuickBooks, @coventgardenmartin.

 

I have here some troubleshooting steps with your PayPal transactions in QuickBooks Online (QBO). Thus, you can see the appropriate transaction description without a moment's delay. 

 

Missing details or data in QBO are usually the results of outdated or corrupt cache files in your web browser. Not to worry, you can clear them in just a few easy steps. To begin, I'd suggest logging in to your QBO account through incognito. This way, you can check if it's a browser-related issue. 

 

Here are the keyboard shortcuts:

  • Ctrl Shift (Google Chrome)
  • Ctrl Shift (Firefox)
  • Control Option (Safari)
  • Ctrl + Shift + P (Microsoft Edge)

 

Once logged in, re-check the description of your transaction on the Banking page to verify if it's already performing well. If that works, you'll want to clear the cache of your regular browser. Doing this will force QuickBooks to load a fresh copy of everything on the screen and help to restore those missing descriptions. In addition, using another supported browser is a great decision too. 

 

If the issue persists, I'd recommend contacting PayPal support. They have tools to review your account settings and find a way to include the transaction description while integrating. This way, you see the description within QuickBooks automatically. Also, the transactions being downloaded to QBO are dependent on what the financial institution provided.

 

Once everything is in order, you can now categorize and reconcile your PayPal account whenever you're ready. Then review your chart of accounts to track all the data you've entered into the system. 

 

Feel easy to visit these articles below the frequently asked questions about importing PayPal transactions and other related topics. 

 

 

Should you have any other concerns or questions about PayPal data, please don't hesitate to get back to me. I'm more than happy to help you. Stay safe.

coventgardenmartin
Level 1

Paypal Transactions Downloaded Have Mostly Empty Description Fields

Thanks so much for your response. I logged into incognito mode and the issue is still there. I've attached a screen capture.

 

Are you suggesting my next step is to contact Paypal support?

 

Since I've only reconciled a few transaction, can I delete the entire Paypal account and all the transactions and begin anew? Would that also be a possible working solution? There are hundreds of transactions downloaded and if all of them are "corrupted" I don't see how any Paypal support solution would affect already downloaded transactions.

JessT
QuickBooks Team

Paypal Transactions Downloaded Have Mostly Empty Description Fields

Thank you for the screenshot, coventgardenmartin.

 

I think what MichelleBh tried to say is that we have no control over what data PayPal provides. That’s why she suggested contacting their Support team to check if there’s an option to include the description or bank details in all transactions. Let me continue to help you with this.

 

On the other hand, I also like the idea of ​​restarting and re-downloading your transactions. However, I cannot guarantee a favorable result since we only rely on the details provided by PayPal feeds. And before doing that, we'll remove the existing transactions and the ones added to your books to avoid duplicates. We won't necessarily delete the PayPal account, just the transactions.

 

  1. On the Banking page, go to the For review section.
  2. Select all transactions by placing a checkmark in their checkboxes.
  3. Choose the Exclude option.
  4. Go to the Categorized section.
  5. Select all added PayPal transactions and click Undo.
  6. Go to the Excluded tab.
  7. Select all PayPal transactions and click Delete.
  8. Confirm the deletion when prompted.

 

After removing all transactions, disconnect your PayPal account and then reconnect it back to be able to redownload the same list of transactions.
 

  1. On the Banking page, select the Edit (pencil) icon on the PayPal Bank account.
  2. Select Edit Settings.
  3. Select Disconnect PayPal.

 

Here are articles for your additional reference:

 

Let me know if you have additional questions about your PayPal transactions. I'll be more than happy to help you again. Take care!

coventgardenmartin
Level 1

Paypal Transactions Downloaded Have Mostly Empty Description Fields

Thank you, Jess. I understand that, but I'm more wondering, since you are the Quickbooks team, and Paypal has been around for decades, is this problem common? Is it universal as I see other Paypal related feed questions with somewhat similar circumstances? I can't be the first user to encounter these.

 

Additionally, can you guarantee that if I delete all transactions I'll be able to re-download them again once I re-connect the account?

 

I'll be calling Paypal as well later today. 

coventgardenmartin
Level 1

Paypal Transactions Downloaded Have Mostly Empty Description Fields

I'm still awaiting a reply to my last post. Thanks.

Rasa-LilaM
QuickBooks Team

Paypal Transactions Downloaded Have Mostly Empty Description Fields


I appreciate adding more details about your concern, coventgardenmartin.


I know the importance of having accurate records of transactions. This allows you to track them smoothly. Let me help ensure the data downloaded from PayPal has the complete details.


As mentioned by my colleagues, the data we receive is dependent upon what the app shares with us. Also, the level of detail we can retrieve often depends on how PayPal has been used in each context.


Check out the following article for additional information. Then proceed directly to the Unexpected results and errors section: Connect to PayPal FAQ.


In regard to excluding the transactions, you’ll only be removing them in the For Review section. If you wish to keep them in the Excluded tab, you have the option not to delete the data.


When you disconnect your PayPal account, your existing accounting data won't change. You can reconnect it any time to start downloading transactions again.


To unlink the account, I recommend following the steps shared by @JessT. Additionally, this guide contains tips on when to disconnect or delete accounts: Disconnect or delete accounts connected to online banking.

 

If you need help with managing transactions and bank related-activities, click here to access our self-help articles. You'll see topics about reconciliation, deposits, matching entries to name a few.

 

I'm here to assist you again if you have other questions about QuickBooks Online. Simply click the Reply button and leave a comment below. Have a good one. 

coventgardenmartin
Level 1

Paypal Transactions Downloaded Have Mostly Empty Description Fields

I successfully deleted all transactions and then disconnected the PayPayl account.

 

I then tried to add the app Connect with Paypal both from the Apps navigation on the left (4 times) and then from the Link Account (then selecting Connect with Paypal). Five attempts all got this same error:

 

Screen Shot 2021-07-24 at 6.34.07 PM.png

coventgardenmartin
Level 1

Paypal Transactions Downloaded Have Mostly Empty Description Fields

I'm not sure if my text appeared above the photo I uploaded or not. Once you select PHOTOS here the text you type disappears. 

 

To reiterate, I tried 4 times to add the Connect with Paypal from the Apps section and then 1 time with the Link Account and then selecting Connect with Paypal. I used my credentials and the 2FA and all five times I got the same error, "It looks like an unknown error has occurred. Go ahead and resubmit."

 

What's the problem?

MaryLandT
QuickBooks Team

Paypal Transactions Downloaded Have Mostly Empty Description Fields

We're aware of the error you're getting when working with your PayPal account in QuickBooks Online (QBO), coventgardenmartin.

 

There was a report evaluated by our Engineering Team and they've closed the investigation since they found a fix.

 

Since you're still getting the error, I recommend contacting our QBO Live Support Team by Monday. This way, they can re-open the investigation and check again the connection between PayPal and QuickBooks.

 

Please use this link to get in touch with them and learn when to contact them: QuickBooks Online Support.

 

I'm adding this article for future reference: Use the Connect to PayPal app. It provides answers to common questions about the app.

 

Stay in touch with me if there's anything else I can help with while working with PayPal in QuickBooks. Just leave a comment below and I'll get back to you.

coventgardenmartin
Level 1

Paypal Transactions Downloaded Have Mostly Empty Description Fields

I contacted support on Monday and they said that this is a known issue and I would be updated via email when the issue was resolved. But it's been four days, is Connect with Paypal still not working? 

DebSheenD
QuickBooks Team

Paypal Transactions Downloaded Have Mostly Empty Description Fields

Hello, coventgardenmartin.

I've checked on our records and found that this issue is resolved. Rest assured, our backend team will send you an updated email about this concern. I'll make sure that you can connect PayPal to QuickBooks Online.

I suggest logging in to QBO and connecting with PayPal to fix the issue. If not, we can manually download the transactions by importing a CSV file into QuickBooks. Please contact PayPal support to help you get the said data.

Here's the article that'll help you manually import transactions: Sync with Paypal: Manual import overview.

In case you’ll be needing information about organizing your QuickBooks accounts. You can visit this link: Help articles.


Please feel free to reply to this thread if you need further assistance in connecting Paypal to QuickBooks. I'll be happy to help. 
 

Fiat Lux - ASIA
Level 15

Paypal Transactions Downloaded Have Mostly Empty Description Fields

@coventgardenmartin 

Utilize the trial version of this app to isolate the issue. If it works, there is an ongoing problem with your existing connector.

https://synder.grsm.io/quickbooks

 

coventgardenmartin
Level 1

Paypal Transactions Downloaded Have Mostly Empty Description Fields

Quickbooks support said it's a known issue and the engineers are working on it but I was hoping for an official update from them as to if it's repaired or not. I can't afford that third party suggestion you gave ongoing so if it worked it wouldn't be a sustainable solution.

coventgardenmartin
Level 1

Paypal Transactions Downloaded Have Mostly Empty Description Fields

Hi Deb,

 

The exact same error is still happening for me. When I LAUNCH the app it goes to the GIVE PERMISSIONS process and after putting in credentials this happens as it happened before on two different browsers and trying incognito. Can you please confirm with your engineers if this is the problem they resolved with Connect with Paypal?

 

 

Jen_D
Moderator

Paypal Transactions Downloaded Have Mostly Empty Description Fields

Thanks for joining this Paypal discussion, @coventgardenmartin.

 

There has been some reported issues about this which was escalated to our engineers for a fix. However, the investigation was tagged closed as of 07/14/2021. This means that some users experiencing the problem has already been taken care of, and can use the service again.

 

However, we do not assume that everyone else had their Paypal services up and running, which is why we still recommend contacting our Support Team. This way we can re-open the investigation, so our engineers can release additional workarounds and fixes specifically for your account.

 

This might have impacted your workflow, but this issue requires additional troubleshooting prior to engaging engineers. To contact our support, follow the steps below:

 

  1. Go to the Help menu in QuickBooks, then choose the Search tab.
  2. At the bottom click on Contact us.
  3. Enter the keyword Account Management and Billing in the What can we help you with? box.
  4. On the next screen, scroll down to How would you like to connect with us section.
  5. Choose Chat with us to initiate a discussion with a live agent.
  6. Enter you account contact information then press Get a chat.
  7. When using this option, make sure to enable pop-up windows. The chat box will appear at the bottom right section of your monitor, and an agent will be with you shortly after. See this:

 

To ensure we address your concern on time, check out our support hours.

 

Post here again if you have other QuickBooks concerns. I want to make sure you get the help you need from us. Have a good one!

coventgardenmartin
Level 1

Paypal Transactions Downloaded Have Mostly Empty Description Fields

Thank you, Jen.

 

I've done this before your message, I believe 6 times now. My sixth attempt was just yesterday with one of your support agents leaving chat before even addressing this issue. See screen capture. I had one chat that lasted about 30 minutes the day before where I went over all the details in this post before they told me I had to use a different help and I clicked their link and then repeated these issues (again almost verbatim just repeating the forum post) before they too exited chat before offering any solution. Each time I've told your company's help staff that the admins in this forum have said the ticket for the engineers needs to be re-opened as it wasn't fully fixed. And yet the problem is still here.

Joesem M
QuickBooks Team

Paypal Transactions Downloaded Have Mostly Empty Description Fields

Thanks for the prompt reply, @coventgardenmartin.

 

This isn't the kind of customer service we want you to experience. We strive to provide excellent customer service and deliver customer satisfaction at all times. I'm taking note of the feedback so you won't go through this kind of experience again.

 

I looked into our records and found out that the investigation associated with this thread is now Open. Our product engineers are now prioritizing this so you can get back to your business as soon as possible.

 

Since you've already contacted our support rest assured that you'll be able to receive a notification about the status of the issue. Also, you can check this article to see the different types of support we offer at Intuit and their availability: Support hours and types.

 

I've also added these great resources you can use on how to manage your bank accounts and transactions in QuickBooks Online: 

 

 

Thank you for your patience while we work for a fix. Please keep in touch if there's anything else I can do to help you succeed with QuickBooks. I'll be more than happy to assist you again.

coventgardenmartin
Level 1

Paypal Transactions Downloaded Have Mostly Empty Description Fields

Thank you, Joesem,

 

I still haven't received any notification that this issue was resolved via email or other means. Is it still being worked on? 

 

Martin

JessT
QuickBooks Team

Paypal Transactions Downloaded Have Mostly Empty Description Fields

Let me share an update about this, coventgardenmartin.

 

Yes, our engineers are still working on this. The ticket is still open. You will receive an update when this will be resolved.

 

If you have other concerns, feel free to go back to this thread.

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