I can't get the gross payment from the paypal payment anymore like before. We were matching payments with invoice but now impossible. Any clue ?

Hello there,

It sounds like you're taking advantage of the banking feed feature in QuickBooks Online by connecting your PayPal account to easily add and manage those transactions in your books. Seeing as how this is such a useful feature, it's important to me that it's working for you, so I'm here to help.

Knowing more about what exactly is happening is ideal for this kind of situation. For instance, when you say that matching payments is now impossible, details about the payment, the invoice you're applying it to and how the system is behaving will give us clues for how to help you move forward with this. If you're seeing an error message or the buttons just don't seem to be working, here are some steps you can try to ensure that there isn't a cache issue causing problems with the cloud platform.

• Clear your browser cache if you're using a browser
• Clear the app cache if you're using the QuickBooks Online app for Windows or Mac
• Try a browser if you're using the app
• Try a private browser window
• Try another browser type
• Make sure you're using a supported browser and system
• Reset your Internet or try on another computer or device

Give those a shot and after each return to the bank feed to see if you're now able to match. If not or your issue is different than an error or buttons not working, I recommend contacting QuickBooks Online support to discuss your situation in more detail. Here's how to reach out.

Schedule a Callback or Chat: click (?)Help in the upper right > click Contact Us > explain your situation > click Let's Talk > choose Get a callback or Start a Chat. Support is available from Monday to Friday between 9 a.m. and 8 p.m. ET.

Social Media: Facebook, Twitter, and Instagram.

I hope that helps!

Laura, 

   Thank you for the copy/paste generic answer but obviously the results on my ipad or browser are the same so this is not a browser issue but more the data in the database that is populated from Paypal.

The issue is the following since August 28th.  Before ,  things were amazing.

A customer gets an invoice of 400$ and pays on paypal.

What I used to get in Quickbooks from the extract of paypal was:

             -   Payment from Donald Trump  400$

             -  Paypal Fees from Donald Trump  8$

Not I get the following:

            -  Payment from Donald Trump 392$

            - Payapl fees from Donald Trump 8$.

I am missing the gross of 400 but getting instead the net of 392 which obviously offsets my banking of Paypal.

Nice product by the way .

information@conv 

You may need a 3rd party importer tool as the workaround.

Hi information@conv,

Thanks for illustrating what's going on in your account. Having your transactions properly recorded in the software is important to keep your books accurate. I'll be happy to share more on this.

QuickBooks Online enables you to connect your Paypal account to Online banking services in the Banking menu or sync the Paypal account in the Apps menu. Regardless of which way you decide to link the account, the automatic download of your transactions follows algorithms in the Paypal platform. According to their latest update, it appears that this communicates to QuickBook to import the net amount after deducting Paypal fees.

Apart from exploring our partner apps to help you import your transactions as you desire, you can also try to manually upload your transactions using a CSV file 

If you need assistance during any of these steps, don't hesitate to reach out to our tech support team.

Phone and Chat: Click Contact Us to learn how to reach phone and chat support.

Schedule a Callback: click (?)Help in the upper right > click Contact Us > explain your situation > click Let's Talk > choose Get a callback (Note: Callback hours are the same as regular phone hours.)

Social Media: Facebook, Twitter, and Instagram from Monday to Friday between 9 a.m. and 8 p.m. ET

I hope this helps! Have a great day.