Having an issue trying to activate PayPal Credit Card Account.

ErnieV

I tried to reset my PayPal Credit Card Account and it was deactivated. When I try to activate again, I get the following message: Sorry, we encountered an error, it's not your fault. This has been going on for several days. Is there between Quicken and PayPal that is causing this issue? Any idea when it will be fixed?

Quicken Kristina

Hello @ErnieV,

To troubleshoot this issue, per this article on CC-501/Not your fault errors, please wait 24 hours. If the issue persists after you've waited 24 hours, please contact Quicken Support directly for assistance. The Quicken Support phone number can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday.

I apologize that I could not be of more assistance! 

igor74

ErnieV, don't hold your breath. It's been broken for nearly a month [Removed - Speculation].

The connection to Paypal Credit breaks frequently.

ErnieV

Yes, I know, I was going to contact Quicken but I figure I get the usual answer "we are aware of the problem and it has been escalated for resolution. We do not have a time for resolution". I'll just continue to update manually and be content. Someday someone will develop a financial program that will surpass quicken in performance.

igor74

That was the response I got when I went to support, except for the we are aware of the problem part. They didn't appear to be.

I download manually too, but the annoying thing is that when I do that the account gets linked to Synchrony Bank and automatically setup for download from Synchrony, which fails because there's no direct account or login with them. Then I have to go in and deactivate the connection to get rid of the error.

When it comes to a desktop solution, I don't expect to see any alternative to Quicken Classic. The sad part is, when the connections work all is good, but when they break it's miserable to get resolved.

Quicken Jasmine

Hello @ErnieV and @igor74,

Are you both receiving the "Sorry… it's not your fault error with Paypal? Could you please clarify exactly what is occurring?

Let me know!

ErnieV

Yes that is the response I am getting for about a month now.

Quicken Jasmine

Hello @ErnieV,

Thank you for letting me know. Have you contacted Quicken Support directly yet for a potential escalation? I can see that you mentioned not calling them.

Thanks!

igor74

It isn't PayPay that's the problem, it's Paypal Credit, MasterCard and Crypto that's the problem.

The connection has been broken since the end of October. I've tried on numerous occasions to re-add the account and get the same result.

I click add account, I select PayPal Credit, MasterCard and Crypto, which is the way I've connected for some time, I get prompted for my PayPal login, which I enter, then it prompts for the PayPal 2FA code, which I enter, after which there's a spinning disc for several seconds and then the Sorry…it's not your fault message appears and the connection fails.

I contacted support, spent an hour troubleshooting with them, including doing both validate and super validate the file and uploaded the diagnostics data. I've heard nothing since. I've had to resort to doing a manual download of PayPal credit data from PayPal Credit (Synchrony Bank). It works, but it then configures the account for Synchrony Bank, not PayPal Credit, which connects to PayPal through secure passthrough link between the two institutions.

ErnieV

No, I have not contacted Quicken. Maybe next week when I get home I might give them a call. Even if I do I don't expect a resolution anytime soon or later. I have no faith in quicken support.

Unknown

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dcheitel

I do want to provide some info and insite so the moderators might be better informed and the users would not be so frustrated. There is an ongoing issue with this and its being worked on. I have been in regular communication with a technical representative in the office of the president at quicken. They have been been contacting me at intervals to give updates. I have been dealing with this issue of not being able to connect to my paypal account for over a year. at one point they thought it had been resolved but i had reported that it had not. They need to hear this from as many as are experiencing it as possible so they know its widespread. I know that none of this is solving the problem but I did want to let you know that its known about at the highest level at quicken, and your not likely going to get much from support as its not a client side issue. But it is important that you report it nonetheless so it gets the greatest resources put to work on it.

Thank you

lndahayo

Yes, I'm having the same issue as everyone and it is quite frustrating.

XTC

I've been having the same issue for months.

Quicken Jasmine

Hello All,

Thank you for taking the time to visit the Community to report this issue, though we apologize that you are experiencing this.

We have forwarded this issue to the proper channels so that this can be further investigated. In the meantime, we request that you please navigate to Help > Report a problem and submit a problem report with log files, a sanitized data file, and screenshots (if possible) attached to contribute to the investigation.

While you will not receive a response through this submission, these reports will help our teams further investigate the issue. The more problem reports we receive, the better.

We apologize for any inconvenience! Thank you.

dwkenner

Yes, this is a major problem. I find it hard to believe they let this go this long…

How can it get escalated further ?

Quicken Jasmine

Hello @dwkenner,

As per my previous response, this issue has been escalated and sent over to the proper teams for further investigation.

Thanks!

(CBT-456)

dwkenner

It would help to provide an ETA for this fix especially as this is not a new issue.

What is the ETA and service tracking number ?

Quicken Jasmine

Hello @dwkenner,

We do not have a current ETA. As put in my previous response, the ticket number is CBT-456.

Thanks!