Since updating the connection to Paypal it is not bring through charges only payments received!

I don't expect to have to manually import transactions, why can't it work as before???  I can see from other threads on the subject of banking and Paypal that this is another problem caused by QB not testing their updates and hence causing users an unecessary waste in time.  Everyday that goes by I have several issues in reconciling transactions that do not get dowloaded or duplicated. Not good QB and not so QUICK at solving support issues.

I don't expect to have to manually import transactions, why can't it work as before???  I can see from other threads on the subject of banking and Paypal that this is another problem caused by QB not testing their updates and hence causing users an unecessary waste in time.  Everyday that goes by I have several issues in reconciling transactions that do not get dowloaded or duplicated. Not good QB and not so QUICK at solving support issues.

Charlene O

 at 0:10, Feb 24:

Thank you for chatting QuickBooks for Small Business UK Support. My name is Cha.

Charlene O

 at 0:10, Feb 24:

Hi Michele, how are you?

You

 at 0:10, Feb 24:

since updating the connection to Paypal it only brings through the payments I have received but not the paypal chargesRead

Charlene O

 at 0:12, Feb 24:

Do you mean paypal bank charges?

You

 at 0:12, Feb 24:

yesRead

Charlene O

 at 0:13, Feb 24:

For documentation purposes, can I please have your company name and the company ID?

Charlene O

 at 0:13, Feb 24:

You can find the company ID by going to the Gear icon on the top right of your account and then select Account and Settings. Then, go to Billing and Subscriptions.


There’s also a shortcut key to get the company ID. Please login to your QuickBooks account and press CTRL ALT SHIFT ?(question mark)

You

 at 0:13, Feb 24:

Maison WhiteRead

Charlene O

 at 0:13, Feb 24:

How about the company ID?

You

 at 0:13, Feb 24:

[removed]939Read

Charlene O

 at 0:14, Feb 24:

Thank you, give me a minute to check on the account

You

 at 0:15, Feb 24:

Dear Michele,
Thank you for being a valued QuickBooks customer. We have received your communication and are now providing this Final Response to indicate that we now consider your case resolved.

Thank you again for your business.

Charlene Obaob
?????????????????Read

Charlene O

 at 0:16, Feb 24:

Did you just received that email now?

You

 at 0:16, Feb 24:

yesRead

Charlene O

 at 0:17, Feb 24:

Yes, because multiple cases was created for the same issue so I closed the other one and leave the other one open.

Charlene O

 at 0:17, Feb 24:

My apologies for that

Charlene O

 at 0:17, Feb 24:

Going back, no errors when you update Paypal right?

You

 at 0:18, Feb 24:

ok sorry i just find QB support FAQ very frustrating/useless, lets hope you can helpRead

You

 at 0:18, Feb 24:

no, no errors, all worked fine before QB said I needed to update the connectionRead

Charlene O

 at 0:20, Feb 24:

Alright, did you recently update your banking?

You

 at 0:20, Feb 24:

Yes because QB said I had to!Read

Charlene O

 at 0:21, Feb 24:

Alright, may I know what's the date of the charges you're expecting to feedin?

You

 at 0:22, Feb 24:

I made the update on the 22/2 since then only Payments received and refunds feed through but not the Paypal chargesRead

You

 at 0:23, Feb 24:

even a transfer from paypal to my natwest bank come through as an Expense/PAYMENT not a transferRead

You

 at 0:23, Feb 24:

All my rules are not working unless I reset themRead

Charlene O

 at 0:25, Feb 24:

Alright, is it possible if we can use chrome private window and try to update Paypal?

You

 at 0:25, Feb 24:

okRead

Charlene O

 at 0:25, Feb 24:

Take your time

You

 at 0:26, Feb 24:

what do I need to do?Read

Charlene O

 at 0:27, Feb 24:

Open google chrome and click the 3 dot menu located on the upper right side, select new incognito window. Login your QBO account then try to update banking if there's changes.

You

 at 0:29, Feb 24:

ok ran an update but didn't pull any charges throughRead

Charlene O

 at 0:30, Feb 24:

Okay, how about we try to disconnect and reconnect Paypal?

You

 at 0:30, Feb 24:

I did that earlier and it duplicated received payments but no chargesRead

Charlene O

 at 0:31, Feb 24:

These charges are already posting to your bank statement right?

You

 at 0:32, Feb 24:

yes that is how paypal works they take their charges at the same time they receive payments, all worked fine before the updateRead

Charlene O

 at 0:34, Feb 24:

How about we import the transactions manually in the meantime.

You

 at 0:35, Feb 24:

It tells you all this in the Paypal FAQs on the QB help, but I hadd no option to make any settings during the update, no sorry I I don't want to make manual transactions I need QB to fix itRead

Charlene O

 at 0:37, Feb 24:

Okay, can we observe for a day or 2 to see if transactions feed in? Sine it's Sunday software maintenance usually happen.

You

 at 0:39, Feb 24:

I just had another sale and did an incognito QB update and the same thing it just brings through the sale not the charges so not a cacheing issueRead

You

 at 0:40, Feb 24:

I have had issues before with QB banking, I know it;'s not you but QB really need to sort out their testing/bugs before burdening their users with this hassleRead

Charlene O

 at 0:40, Feb 24:

In the meantime, can we observe for a day or 2 to see if transactions feed in?

You

 at 0:41, Feb 24:

Please escalate for an early resolveRead

You

 at 0:42, Feb 24:

hopefully I will not have a repeat of before when several days transactions got duplicated, took me severals days of reconciliation to delete duplicate entries!! with no recompense from QB!!Read

You

 at 0:43, Feb 24:

Will you send a transcript of this chat for our records?Read

Charlene O

 at 0:44, Feb 24:

Yeah sure, I'll sen dit to your after our chat ends.

You

 at 0:44, Feb 24:

ok night night, thanks for trying

Hello, thevillagehairbicester.

The status of the investigation is still On Progress. Our Engineers are working diligently to have this issue fixed as soon as possible.

As we cannot give you the specific date for the fix to be applied, we suggest you to contact support to be included in the list of the affected users. So that you will be notified when this issue is fixed via e-mail.

To contact us, here’s how:

1. Sign in to your QuickBooks account.
2. Select the Help (?) icon.
3. Scroll down to select the Contact Us button and follow the prompts.
4. You will be able to request a callback or start a live chat with an expert.

For more details, please see this page: How to get help with QuickBooks. 

We appreciate your patience in this matter. Take care.

Hello Amauri, 

Welcome to the Community page,  

Are you using Quickbooks UK or Quickbooks France?