JobsiteOn

Troubleshoot QuickBooks Issues

Solutions for common QuickBooks integration problems including reconnecting, paused syncing, missing records, payments and refunds, and slow syncs.

Ethan Rivera
Written by Ethan RiveraUpdated over a week ago21 min readBeginner

What this guide covers

This guide provides solutions for the most common QuickBooks integration problems. Use this as a reference when you encounter sync errors, connection issues, or unexpected behavior.

The QuickBooks page is at Settings > Marketplace > QuickBooks Online > Manage integration. From there, View log opens the sync log, and the sync errors page is at /settings/marketplace/quickbooks/manage/errors. Whenever a sync error is open, the QuickBooks page shows a banner with a View sync errors link to that page. It reads "A QuickBooks payment may be counted twice" when a possible duplicate payment is waiting for your answer.

Connection issues

There's no Connect button

Cause: Only owners and admins can connect QuickBooks. Fix: Ask an owner or admin to connect it. Other team members see Ask owner/admin on the Marketplace page.

"Access denied" during authorization

Cause: Your QuickBooks account does not have admin permissions. Fix: Sign in with a QuickBooks admin account or ask your QuickBooks admin to authorize the connection.

QuickBooks asks you to reconnect

Cause: Your QuickBooks sign-in stopped working. JobsiteOn renews it every hour, and QuickBooks refused the renewal, for example because someone disconnected JobsiteOn inside QuickBooks. Nothing syncs until you sign in again. Fix: Open the QuickBooks page. A red banner reads "Reconnect QuickBooks to start syncing again." Click Reconnect QuickBooks and sign in to the same QuickBooks company. Your sync settings and synced records stay as they are. After you reconnect, JobsiteOn sends the contacts, pricebook items and invoices that never reached QuickBooks, and the payments recorded, refunded or deleted while syncing was stopped. Edits made in the meantime to contacts and invoices that are already in QuickBooks go out the next time you change them.

Screenshot: The QuickBooks page showing the red "Reconnect QuickBooks to start syncing again" banner with a Reconnect QuickBooks button.

QuickBooks shows "QuickBooks sync is paused"

Cause: JobsiteOn's nightly connection check failed for your QuickBooks company, for example because QuickBooks rejected the saved sign-in, so it paused syncing instead of sending changes that would fail. A network hiccup, a timeout or a QuickBooks outage doesn't cause this. Those are noted and syncing keeps going. Fix: On the QuickBooks page, click Try again. JobsiteOn checks the connection again and starts a sync as soon as the check passes. If it still fails, click Reconnect QuickBooks. JobsiteOn also rechecks paused connections every night and turns syncing back on by itself once the check passes. Either way, payments recorded, refunded or deleted while syncing was paused go to QuickBooks once it's back on, if their invoice is already there. Try again runs a full Sync now, which also sends records that never reached QuickBooks.

"Your last sync finished with problems"

Cause: One step of a Sync now run didn't finish, for example because QuickBooks was slow to answer. Syncing stays on. A single failed step never pauses the connection. Fix: Click View sync errors on the QuickBooks page to see which step failed, then click Sync now to run it again. The message goes away after the next Sync now in which every step finishes, or when you reconnect QuickBooks. The regular two-minute sends and the daily check don't clear it. If a scheduled check was bringing in QuickBooks payments at the moment you clicked Sync now, Sync now leaves the payment step and the check for other QuickBooks changes to it. That isn't a failure, but it doesn't clear the message either, so click Sync now again a little later.

Sync failures

Invoices are not appearing in QuickBooks

  1. Check that Invoices is turned on under Sync settings on the QuickBooks page.
  2. Check the sync log for a failure on that invoice.
  3. Click Sync now. It resends invoices that never reached QuickBooks, except drafts and cancelled invoices. A draft goes again the next time you save it.
  4. If the log shows a problem with the invoice's customer, check that the customer is active in QuickBooks.

Contacts appear as duplicates in QuickBooks

Cause: When JobsiteOn sent the contact, QuickBooks had no customer with the same email address or with the display name JobsiteOn gives it (such as "Acme Roofing (Dana Lee)"), so JobsiteOn added a new customer. Fix: Use the same email address in both systems so future contacts match. The contact stays linked to the customer JobsiteOn added, so contact support before you merge the two customers in QuickBooks.

Payment not syncing back to JobsiteOn

  1. Verify the payment in QuickBooks is applied to an invoice that came from JobsiteOn. Payments on invoices created only in QuickBooks don't come in.
  2. Check that Payments sync is turned on for QuickBooks.
  3. A payment comes in only up to what the JobsiteOn invoice still has open. If JobsiteOn already shows the invoice paid in full, it isn't brought in, which is right when it's the same payment as one recorded in JobsiteOn. When that JobsiteOn payment hasn't been sent to QuickBooks, JobsiteOn asks you instead (see "A QuickBooks payment may already be recorded in JobsiteOn" below). Otherwise JobsiteOn brings the QuickBooks payment in, up to what's owed, once the invoice has money owed again. If it still hasn't come in by then, open the payment in QuickBooks and save it again, and JobsiteOn reads it again.
  4. On an invoice JobsiteOn took over because QuickBooks already had its number, a QuickBooks payment created before JobsiteOn took the invoice over doesn't come in. Only later ones do. See "Invoice taken over by number" in Sync Invoices with QuickBooks.
  5. Give it a few minutes. QuickBooks usually tells JobsiteOn about a new payment right away. If JobsiteOn couldn't apply it, it keeps trying for more than a day, and the daily check catches anything missed. A change it gave up on shows as an Inbound row on the Dead letter queue tab of the sync errors page. Click Retry there to start its tries over.
  6. Click Sync now if you need it immediately.

A payment recorded in JobsiteOn isn't in QuickBooks

  1. Check that Payments sync is turned on for QuickBooks.
  2. JobsiteOn sends a payment when it was recorded while Payments sync was on, when JobsiteOn itself added its invoice to QuickBooks after Payments sync last started, or when you chose Different payments for it on a possible duplicate. There's one more case for an invoice JobsiteOn added during the previous time Payments sync was on. Any other payment, such as one recorded before you first connected, or while Payments sync was off or QuickBooks was disconnected, isn't sent, and the sync errors show "Payments recorded before Payments sync was turned on were not sent to QuickBooks." You can record that payment in QuickBooks yourself, for the same amount on the same invoice. If the JobsiteOn invoice still shows money owed, JobsiteOn brings it in and shows "A payment imported from QuickBooks may already be recorded in JobsiteOn." If the invoice already shows paid in full, JobsiteOn doesn't bring it in and shows "A payment recorded in QuickBooks may already be recorded in JobsiteOn." instead. Either way, click Same payment on that error and pick your JobsiteOn payment, so each system counts it once and later refunds reach QuickBooks. See "Which payments go to QuickBooks" and "Possible duplicate payment" in Sync Invoices with QuickBooks.
  3. The invoice has to be in QuickBooks. JobsiteOn sends it first when Invoices sync is on. With invoice sync off, the payment waits until the invoice reaches QuickBooks.
  4. Online payments go over once they clear. A payment under dispute waits until the dispute is decided.
  5. If QuickBooks sync was paused or needed reconnecting when the payment was recorded, it goes over once syncing is back on, or when you click Sync now.
  6. Check the sync log for an error on that payment, then click Sync now.

A payment from JobsiteOn shows as a credit in QuickBooks

Cause: The QuickBooks invoice had less open than the payment. JobsiteOn records the whole payment in QuickBooks, applies only what the invoice has open there, and leaves the rest as a credit for the customer. This usually happens because JobsiteOn doesn't send tax and QuickBooks worked out a lower total, or because the payment had already been entered in QuickBooks by hand. It can also happen after you choose Different payments on a possible duplicate, when the QuickBooks payment had already paid that part of the invoice there. The sync errors show "A payment recorded in JobsiteOn was more than the invoice had open in QuickBooks." Its hint points to a lower invoice total in QuickBooks, unless JobsiteOn sent the payment because you chose Different payments. Then the hint says so and that the credit is expected when the customer paid twice. Fix: Check the invoice and its payments in QuickBooks. If you chose Different payments, the customer paid twice: refund the credit in QuickBooks or apply it to another invoice for that customer, and don't raise the invoice total to use it up. If the payment had also been entered by hand, void or delete that one, not the one JobsiteOn sent. JobsiteOn's payment is already in QuickBooks, so there's nothing to answer on the sync errors page for it. If the QuickBooks invoice should match JobsiteOn, correct it there. Then apply the customer's credit to the invoice. JobsiteOn keeps credit you apply by hand when it later updates the payment. To avoid this, record each payment in one place. JobsiteOn never links a payment already entered in QuickBooks to its own just because the amounts match, not even on an invoice it took over by number. See "Invoice taken over by number" in Sync Invoices with QuickBooks.

A payment counts twice

Cause: The same payment was recorded in JobsiteOn and entered by hand in QuickBooks. JobsiteOn never decides on its own that two payments are the same because they have the same amount or date.

A QuickBooks payment may already be recorded in JobsiteOn

Cause: A QuickBooks payment landed on an invoice that also has a JobsiteOn payment for exactly the same amount that JobsiteOn never sent to QuickBooks, such as one held back because of when it was recorded, one waiting to go, one QuickBooks turned down, or one whose send QuickBooks never confirmed. JobsiteOn doesn't match payments by amount on its own, so it doesn't know whether they're one payment recorded in both places or two different payments, such as two equal installments. The QuickBooks page shows the banner "A QuickBooks payment may be counted twice", and the sync errors show one of these:

The error names both payments and shows once for each QuickBooks payment and invoice. It shows only when the JobsiteOn payment has cleared. A partly refunded JobsiteOn payment matches on its original amount or on what's left after the refund, and one refunded in full never matches. Fix: On the sync errors page, the error has two buttons instead of Mark Resolved:

The error resolves itself if the QuickBooks payment is voided, deleted or taken off the invoice in QuickBooks, or if the JobsiteOn payment is refunded in full or reaches QuickBooks first. See "Possible duplicate payment" in Sync Invoices with QuickBooks.

Sync errors about payments JobsiteOn sends

A refund in JobsiteOn didn't change QuickBooks

Cause: JobsiteOn doesn't add refunds to QuickBooks. It only changes the QuickBooks payment, and when you refund part or all of a payment on an invoice that was paid in full, JobsiteOn keeps the invoice settled, so the QuickBooks payment stays as it is and the invoice stays paid there too. The sync errors show "A refund recorded in JobsiteOn was not sent to QuickBooks." Fix: Record the refund in QuickBooks yourself, for example as a refund receipt. Don't void or delete the payment in QuickBooks instead: JobsiteOn still counts it toward the settled invoice, so it shows a sync error saying the payment was voided or deleted in QuickBooks (for example, "A payment recorded in JobsiteOn was voided in QuickBooks.") and doesn't send the payment again. A refund on an invoice that was only partly paid is different: the balance opens again in JobsiteOn, and JobsiteOn lowers or voids the QuickBooks payment to match. If part of that payment was applied to other invoices in QuickBooks, see "A payment change was not sent because QuickBooks applies part of that payment to other invoices." above.

A payment voided, deleted or changed in QuickBooks still shows in JobsiteOn

Sync errors about payment changes from QuickBooks

A check here is a Sync now or a scheduled backup check.

A customer or item added in QuickBooks isn't in JobsiteOn

  1. Check that Customers (or Products & services) sync is turned on for QuickBooks.
  2. Inactive customers and items aren't brought in, and neither are QuickBooks category or bundle items.
  3. It may have been linked to an existing record instead: a customer with the same email address or the same first and last name as one unlinked contact, or an item with the same SKU or name as one unlinked pricebook item.
  4. Click Sync now to check QuickBooks right away.

A QuickBooks edit didn't change the contact or item

Cause: The record was also edited in JobsiteOn, and the JobsiteOn edit is newer. The most recent edit wins, so JobsiteOn keeps its version. A contact's newer version then goes to QuickBooks. A pricebook item's doesn't, because JobsiteOn doesn't send later item edits.

Fix: Make the change in JobsiteOn, or edit it again in QuickBooks.

A pricebook change didn't reach QuickBooks

Cause: JobsiteOn sends a pricebook item to QuickBooks only while it isn't there yet, when you connect, reconnect or click Sync now. Edits to an item that's already in QuickBooks, including archiving it, aren't sent. Services and parts you create with New item are kept apart from the main pricebook list and don't go to QuickBooks. Fix: Make the same change in QuickBooks. It then comes back into JobsiteOn.

Animation: Opening the sync errors page, switching to the Dead letter queue tab, and clicking Retry on a failed invoice that then goes through.

Data issues

Invoice totals do not match

Cause: JobsiteOn doesn't send tax. QuickBooks works out the tax on each invoice from its own tax settings. Fix: Compare the line items and the tax on both invoices. Make sure the customer's tax settings in QuickBooks match the tax rates you charge in JobsiteOn. When the QuickBooks invoice totals less, a JobsiteOn payment for the full amount leaves the difference as a customer credit in QuickBooks (see "A payment from JobsiteOn shows as a credit in QuickBooks" above).

Item names are cut short in QuickBooks

Cause: QuickBooks allows 100 characters in an item name. JobsiteOn sends the first 97 characters plus "..." and keeps the full name in JobsiteOn. Fix: Shorten the item name if you want the full name in QuickBooks.

Pricebook items have the wrong type in QuickBooks

Cause: The types don't line up one to one. JobsiteOn sends services as Service items and every other type (labor, materials, parts, equipment, fees, bundles) as NonInventory items. There's no setting to change this. Fix: Change the item type in QuickBooks if you need a different one.

Performance issues

Sync is slow

Cause: JobsiteOn sends about 100 changes every two minutes, and at most 2,000 existing contacts, items and invoices of each kind per Sync now, connect or reconnect. Fix: This is normal during the first sync or after bulk changes. For large lists, click Sync now again once the first batch is in QuickBooks.

Sync log shows "Rate limit exceeded" errors

Cause: QuickBooks limits how many requests an app can make each minute. Fix: JobsiteOn stays under that limit and retries changes that run into it. If a change still fails, it moves to the Dead letter queue tab of the sync errors page. Click Retry there.

When to contact support

Contact support@jobsiteon.com if:

Include the error timestamp, entity type, and sync log details in your support request.

Tip: Before contacting support, check the QuickBooks page for a banner. If it shows Reconnect QuickBooks or Try again, use that first.

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