Failed Invoice/Payment

If an Invoice/payment fails, you should see a red error appear on the Invoice or payment page with a message. This will often describe the error and give you first steps on what to look for. We have a document for QuickBooks API Errors.

Failed Sync

If you have a failed sync, in the upper right you can click Actions > Re-Sync to QuickBooks (or Re-Sync to QuickBooks or Re-Sync). Do this and wait a minute to see if the invoice/payment goes through.

If an attempt to sync fails, Syncro displays an error on the page using the provided error message from QuickBooks. You can then work to remediate the cause and try syncing again.

Incorrect or Missing QB ID Error 

Invoice: Actual QuickBooks Error: The following required ListIDs: 
CustomerRef are blank.

This error indicates that the customer is not mapped to the corresponding customer inside QB. To clear this error, follow these steps.

1. Navigate to the Customer's profile.  In the upper right, click the book icon > View QB.You will be taken to a screen that displays the Syncro customer information and the QB counterpart's information if the customer has a QB ID:
   
2. In the upper right, click Re-Map. This will bring you to the Manually Map QuickBooks Customer screen. 
3. If needed, on the right, search for the correct customer. The names need to be an exact match for the system to locate the customer.
   
4. In the search results at the bottom next to the correct customer, click “Map to This.” 
   IMPORTANT: Seriously use CAUTION here. If you aren't careful you can link customers to the wrong person, so if you are uncertain, please write support and we can help you. 
5. Navigate back to the un-synced invoice. 
6. In the upper right, click Actions > Re-Sync to QuickBooks and you should be good to go! 
   Note: This will remap the customer, so if there are any additional invoices they will lose the sync ID and thus not have a sync icon.