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Paypal Credit MasterCard Not Syncing/Adding (edited)

Jrunner01

Paypal Credit Mastercard says it can't connect. Tried the usual things offered in the android app connection options, Fix, reconnect, disconnect, reconnect ... nothing works. Thinking this was maybe related to Paypal main account / checking I tried disconnecting Paypal Credit MasterCard and then reconnected PayPal checking and it reconnected PayPal checking but didn't find PayPal credit MasterCard. Help.

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Comments

Coach Natalie

@Jrunner01, thanks for reaching out with this issue! We'd be happy to take a look at this with you.

When checking your connection attempts from our end, I don't see any errors for PayPal Credit, MasterCard and Crypto. Do you see any specific errors or messages displayed in the program? Knowing this information will help us determine how to proceed.

With that, I do see in our help article here, under the PayPal section, that credit card accounts should use the "PayPal Credit, MasterCard and Crypto" bank instance, which is likely why you're not seeing the account come through under the main PayPal connection. The "PayPal Credit, MasterCard and Crypto" bank instance is the correct option to use in this case.

Checking and Savings accounts will transition to the new connection method in Quicken Simplifi and will need to use the option listed as "PayPal".
Other accounts, such as Credit Cards, will remain on the regular connection type but need to be connected or transitioned to a specific PayPal instance in Quicken Simplifi listed as "PayPal Credit, MasterCard and Crypto".

It sounds like you may have already done this, but the generic troubleshooting we can offer for essentially any online banking issue would be to establish a completely fresh connection with the bank by following these steps:

Make all of the accounts with this bank manual by following the steps here.
Once you see the account(s) listed in the Manual Accounts section under Settings > Accounts, go back through the Add Account flow to reconnect to the bank.
If the connection is successful, carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here.

Let us know how those steps work out for you, as well as any errors or messages received, so we can fine-tune the troubleshooting!

Jrunner01

I have tried to follow the steps above by making both the PayPal checking and the PayPal Mastercard accounts manual and re-adding them after first deleting the institution of the bottom of the list. when I go to add PayPal checking through the regular PayPal institution it adds it successfully but when I go to add the PayPal Mastercard account through the PayPal credit crypto etc institution it comes back and says only one account is found and it's my checking PayPal account which I don't want to assign to that since I already added it in the other institution. therefore it does not find the PayPal Mastercard account.

Coach Natalie

@Jrunner01, thank you for giving those steps a try and confirming that the account is no longer being discovered in the Add Account flow.

Here are some additional questions that may help us narrow down any potential culprits:

Has there been any activity in the account in the last 90 days?
Is the account considered an external account (i.e., are you redirected to a different website when selecting the account on the bank's website)? If so, what URL are you redirected to?
Is the account a subtype of a different account?
Has the bank made any recent changes to its website or sign-in process?
Are you the owner of the account?

Otherwise, you may need to contact our Support team directly for more advanced assistance, as they may need to file an escalation for your specific case. https://support.simplifi.quicken.com/en/articles/5077917-how-to-contact-support

Let us know how things go in case it helps other users!

Jrunner01

1. yes

2. if I log into the website it just redirects me to the internal PayPal app on my phone when I try to look at the PayPal credit account. but here is the URL I used to get to PayPal through the web browser… which I don't believe has changed…https://www.paypal.com/myaccount/summary

3. I don't know what you mean by this other than it's a PayPal credit card under the PayPal login. I log into PayPal via my app or the website and then there's a tile that says PayPal credit which I click on and if I'm in the app it stays within the app and if I'm in the website it brings me to the app to look at the credit card activity.

4. I added a passkey to the account but that was like over a month ago and since then it always was working.

5. yes

Coach Natalie

@Jrunner01, thanks for that information!

I don't see anything in what you provided that could be causing the account to stop updating or being discoverable. I'd recommend contacting our Support team directly at this time, as they have the tools needed to provide the best path forward and submit an escalation if needed.

Let us know how it goes with Support!