Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for
When I download transactions from Paypal in the Banking feed, that include a Paypal fee, they no longer match with invoices or payments I've manually entered against invoices. It used to work beautifully. In the past, I would do the following:
1. Create Invoice
2. Match incoming payment in “For Review” - cash goes to Undeposited Funds
3. Create deposit: check boxes for correct items (including Paypal fee). - Moves funds from Undeposited to PayPal account.
What's changed? Now, it never finds a match. When I click on Find Match, it doesn't display a match, but it seems to be aware of one because it identifies 1 open invoice in the amount of the payment, but it doesn't display the matching transaction. (see attached screenshot). If I try to click Save, nothing happens.
Before you tell me to clear my browser data, I've already done that (with Chrome) and tried in Safari, and in Incognito windows with both browsers.
I have contacted support, and the support agent had no answers. Said he'd call me back with more information or an answer, and never did.
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:
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!
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.
@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.
You have clicked a link to a site outside of the QuickBooks or ProFile Communities. By clicking "Continue", you will leave the community and be taken to that site instead.
For more information visit our Security Center or to report suspicious websites you can contact us here