Paypal payments no longer match

Hi there, @Yo_Be_Low. 

I appreciate you for sharing your experience with our customer service representatives. Please know that this is not the kind of service we want you to have. Allow me to help you sort this out. 

Before we do so, can you tell me if you're getting an error message? Or can you send me the screenshot so I can check it further? This way, I can provide you with the most accurate resolution to your query.

In the meantime, I recommend getting in touch with our Customer Support team again. We can have a screen-sharing session with them to help further investigate and find out what transactions caused this issue. This way, they'll be able to provide you with the best resolution.

Here’s how you can reach out to them:
 

1. Click the Help (?) icon at the top.
2. Select Contact Us.
3. Enter your issue or question, then select Continue.
4. Review and Select from the following: Ask the community, Start a live chat, or Call us.
    

Please consider checking our available hours when contacting them to ensure we address your concern on time.

You can also visit this article to learn how to review downloaded bank and credit card transactions and put them in the correct accounts: Categorize and match online bank transactions in QuickBooks Online.

Let me know if you have further questions about Paypal payments. I'd be glad to help. Keep safe and have a great day!

Here's what it looks like when I try to match the payment.  (see attached). It seems like it sees the matching transaction - there's a check mark next to "1 Open Invoice", but it doesn't list it, so I can't select it. And I can't get past this screen - when I press Save, nothing happens.

Thank you for coming back and giving us a screenshot, Yo_Be_Low.

It's possible that the invoice amount differs from the downloaded PayPal transaction, which is why it isn't shown on the Match transactions page. To see all transactions, let's disable the suggested matches by clicking the Radio button to turn off. Then, manually choose the invoice that corresponds to the PayPal transaction.

If the issue persists, I recommend contacting our QuickBooks Online Support by following the steps provided by my colleague above. They have the tools to share a screen and submit a ticket to further look into the root cause of this problem.

Additionally, I've added this article that contains a guide in reconciling your account to ensure that the balance in QuickBooks equals the balance in your bank, credit card, and PayPal accounts: Reconcile an account in QuickBooks Online.

You can always get back to this thread if you have other concerns. Have a wonderful day! 

That's not it - if I turn off Suggested transactions, it finds nothing. The amounts match.

@Yo_Be_Low 

Another option, utilize the trial version of a 3rd party reconciliation app to isolate the problem.

I appreciate all the efforts you've gone through to fix the issue, Yo_Be_Low.

I want to ensure this issue is taken care of, and I'd like to redirect you to the best support group available to get this addressed right away.

Since the issue persists, I suggest contacting our QuickBooks Support Team again. They can take a closer look at your situation and investigate this further. It'll also allow them to submit a ticket to our engineering team to alert them about the issue if necessary.

You can reach them by following the steps provided by my colleague above. To ensure that you'll be assisted on time, please see our support hours.

I've added this articles to help you manage your downloaded bank transactions in QuickBooks Online: Categorize and match online bank transactions

Let me know if you need more help with matching transactions in QuickBooks. I'm always glad to help you.

Same for me. QB can't fix the issue during more than 2 months, but doesn't forget to charge me regularly. I spent hours to talk with QB support, they know about this issue but still do nothing to fix it.

Dear QB, please do smth with this issue. Many customers have it during  several months!

@Yo_Be_Low Do you have any progress with the issue?

I finally spoke with someone in QBO Support who said "they were aware of the problem and were working on it". But I've heard nothing since.

There's still no solution to this problem - it's been months, and several calls to QB support. Huge waste of my time. Please just fix it!

The same for me. Matching doesn't work since September! QB charge me regularly but still didn't fix the issue We have reported many times.

@Yo_Be_Low  After 3 months waiting any updates from QB side we have decided that PayPal connect is died. By connecting PayPal as a usual Bank still works fine. Seems it's only solution works now

Agreed. Don't use the connection called "Connect to PayPal" when adding the bank connection, use the one called "PayPal" and everything works. The only difference I can see so far is that it imports the gross payment and the fee as two separate line items in the bank feeds where as Connect to PayPal used to include these on one line and record the fee for you automatically to whichever account you pointed it to.