Known Issue: Payments not appearing on sender or receiver's account

[PayPal_Frank]

Update:  Engineers are reporting the issue with transaction delays was fixed late last night (around 2am ET).  Typically a transaction may take a few minutes to appear in the account activity and we are back to that normal behavior.  Thanks for your patience during this issue.

Hi everyone,

Our engineers are aware of an issue right now where payments are not immediately appearing in the account activity for both senders and recipients.  We apologize for any inconvenience this may cause and our engineers are working to fix this as soon as possible.

This issue appears to be causing a delay in when the payments appear.  The transaction is initiated, it's just not appearing on the website for up to 4-5 hours in some cases (the time appears to be random).

I will update this post when we have more information and to let everyone know when the fix has been implemented.

Thanks for your patience and understanding.

- Frank

[NeedMyMoneyASAP]

so when is this going to be fixed? seems broken all day.  isn't this the whole point of paypal's business?

is paypal still getting paid?

[Micgomez]

I sent money to a family member on Saturday and it is still not showing up on their end.  It showed on my account immediately, just showing as still unclaimed.  They are saying the transaction didn't go through on their end.  Any other way they can check to see if it is there for them?  They really need to get that cash.

[NoTrust1]

Very disatissfied with Paypal's response to this. You've known about it most of the day, but didn't place any warning on the transaction screen, and when I contacted Paypal Support about a duplicate transaction, they not only gave me conflicting, incorrect information but essentially told me that it was Paypal's fault, but that they could not help me in any way.

I don't feel I can trust Paypal with my money any more. If this isn't resolved in a satisfactory manner, I'll be looking into other options for business and personal use.

[BioBM]

Just wanted to let anyone looking know that this is still an issue. Just got off the phone with PayPal myself to verify, and they confirmed it is an ongoing issue. (They blamed a "system upgrade").

According to the rep I spoke with the transactions should complete within approximately one hour of initiation.

[fAlken76]

@frank Can you confirm if this is also effecting Authorizations?  I can't authorize payments, it always says "We are sorry, we cannot process this settlement at this time." It's happened on more than one transaction so far.  This is in regards to payments I receive through my website, not ebay.  I have tickets opened on both of the transactions, it's been at least 2 days now and the only response I've received is a confirmation that they received it and to click on a non existant link in the body of the email to check the status.

I'm wondering if this is causing buyers to not be able to pay me also because I got no sales today at all.

[MikeTheCannibal]

Hey @PayPal_Frank, care to enlighten us a bit on current status?

I spent four hours. FOUR F@#$@#ING HOURS waiting on hold for someone to answer over there. No one did. You guys did in fact double charge me, which means I have a third charge coming down the pipe. Thank you, I enjoy having a -$532 balance in my bank account due to your system problems.

Then when posting on the Facebook page, your media team is working dilligently to delete all posts referencing this issue. Including my own.  So @PayPal_Frank, care to offer some sort of help or guidance now that I have to wait 30 days disputing these charges with my own bank? **bleep** me on overdraft charges again? Not the first time and NO way to do business.

Extremely disgusted,
-Michael

[PayPal_Frank]

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@fAlken76 wrote:

@frank Can you confirm if this is also effecting Authorizations?  I can't authorize payments, it always says "We are sorry, we cannot process this settlement at this time." It's happened on more than one transaction so far.  This is in regards to payments I receive through my website, not ebay.  I have tickets opened on both of the transactions, it's been at least 2 days now and the only response I've received is a confirmation that they received it and to click on a non existant link in the body of the email to check the status.

I'm wondering if this is causing buyers to not be able to pay me also because I got no sales today at all.

---

Hi @fAlken76,

I'm sorry to hear about the difficulties.  The issue described in the original post is related to transactions not appearing on the PayPal website.  The transactions were initiated so buyers could still make purchases, but the purchases were not showing on the buyer or merchant's account.  It sounds like this may be a separate issue with capturing authorizations.  The best recommendation I can make is to file a ticket with our Merchant Technical Support here: 

https://www.paypal-techsupport.com/app/ask

---

@MikeTheCannibal wrote:

Hey @PayPal_Frank, care to enlighten us a bit on current status?

I spent four hours. FOUR F@#$@#ING HOURS waiting on hold for someone to answer over there. No one did. You guys did in fact double charge me, which means I have a third charge coming down the pipe. Thank you, I enjoy having a -$532 balance in my bank account due to your system problems.

Then when posting on the Facebook page, your media team is working dilligently to delete all posts referencing this issue. Including my own.  So @PayPal_Frank, care to offer some sort of help or guidance now that I have to wait 30 days disputing these charges with my own bank? **bleep** me on overdraft charges again? Not the first time and NO way to do business.

Extremely disgusted,
-Michael

---

Hi Michael,

I wouldn't expect anyone to be happy when things break and I'm sorry to hear this issue resulted in duplicate transactions.  My sincere apologies for the long hold times. We were experiencing higher than normal call volumes yesterday due to the issue.  Generally speaking if a PayPal technical issue resulted in a loss for a customer, we would certainly want to look into options for making that right.

As this is a member to member help community, I must recommend contacting PayPal support again to get assistance with the issue.  I know our Facebook team is happy to help and you can send them a private message on the page.  We also have twitter support at https://www.twitter.com/askpaypal .  When we're not seeing high call volume, typically phone support is the fastest way to receive support from us:  https://www.paypal.com/help

I checked our facebook page and I see that many posts referencing this issue are still there so I don't think we are removing posts about this issue.  If your Facebook posts were being removed, it was either being done automatically by Facebook profanity or spam filtering or manually by our facebook team based on the Facebook community guidelines outlined here: https://www.facebook.com/PayPalUSA/info/?tab=page_info#  (in the Long Description section).

- Frank

[colpoet2015]

My payment from an Etsy sale from Sunday is still not showing up in my wallet. I have used Paypal for years and this has never happened before. The issues cannot be fixed completely?

[Strafefc]

It has been almost 24 hours since a friend of mine said he sent me a payment and even provided a screenshot. How long should I wait before escalating this problem?

[fAlken76]

You might as well call them now and have them open a ticket on your transaction.  I am going on day 3 with no answer to why I can't capture a payment that came through my website.  Paypal has at least given me a couple of courtesy adjustments and said I could keep the money if the captures ever work.  Of course they are not working.  I just want to be assured that this is not going to continue to be a problem, but I'm not getting that assurance.  Instead it seems like the reps don't think it will be fixed anytime soon so they are using their empowerment to issue courtesy credits.  My transactions have only been around $15 each, and their empowerment to issue credits will certainly have a cap per representitive internally.  (I've been on that end, if they issue to many, they get in trouble.  At least in every single call center I've ever worked in)  If your transactions dollar amount isn't too much, they might be able to issue a courtesy credit.