This guide explains common QuickBooks Online (QBO) sync errors you might encounter and how to fix them. If you need further assistance, please submit a support request.
Before You Start
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Sync Eligibility: This guide applies if your ServiceCore account syncs with QBO. If you use QuickBooks Desktop, refer to our QuickBooks Desktop Glossary of Error Messages.
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Understanding the Sync: Review About QuickBooks Online Sync to understand how syncing works.
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Re-syncing Items: To re-sync a failed item:
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Locate the item in ServiceCore.
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Click Edit, then Save without making changes. This action triggers a re-sync.
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If an item is linked to multiple transactions (e.g., an invoice with several payments), repeat these steps for the invoice and each linked payment.
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How Items are Linked in ServiceCore
Items in ServiceCore are interconnected. A sync failure in one item can cause subsequent failures in related items.
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Glossary of Error Messages
| Error Message | Meaning | Steps to Fix |
|---|---|---|
| "Could not find AR account named Accounts Receivable (A/R)" | Refunds v2 looks for an account named Accounts Receivable (A/R) in your Chart of Accounts, which it links to the refund record. |
1. Navigate to Settings -> Chart of Accounts in QuickBooks Online. 2. Locate your default Accounts Receivable account in the list. 3. Rename the account to "Accounts Receivable (A/R)" in QuickBooks Online. 4. Re-sync the Refund |
| "Could not find identifiers for all related JournalEntries. Id(s) [RefundV2 ID] may have errored." |
This error is related to the above error message for RefundV2 records. The ID value in this error indicates which Refund this Payment is linked to in the system. The Refund will need to sync first before this payment can be synced. |
1. Review the sync logs for the above refund error message, and resolve the error. 2. Re-sync the payment. |
| "Payment must relate to a linked transaction" | QBO allows unapplied payments, but ServiceCore doesn't sync these. |
1. Locate the unapplied payment in QBO. 2. Apply it to the correct invoice. 3. Recreate the payment in ServiceCore if necessary. |
| "Related invoice [InvoiceNumber] was not imported" | The payment didn’t sync because the associated invoice failed to sync. |
1. Edit and save the invoice in ServiceCore. 2. Check the sync log for errors. 3. Re-sync the payment after the invoice syncs successfully. |
| "Service '[ServiceName]' has been deactivated in ServiceCore" | A service listed as a line item on the invoice has been deactivated. |
1. Open the invoice in ServiceCore and note each service line item. 2. Go to Settings > Accounting > Services. 3. Search for each line item and verify its status. 4. Reactivate any deactivated services. 5. Edit and save the invoice to trigger a re-sync. 6. Deactivate the service again after successful syncing if needed. |
| "Service '[ServiceName]' has been soft deleted in ServiceCore" | The service related to this transaction was marked as deactivated. |
1. Go to Settings > Accounting > Services. 2. Search for each line item to verify they are active. 3. Reactivate the service or update the Credit Memo to include an active service. |
| "Duplicate Name Exists Error: The name supplied already exists" | QBO requires unique names across customers, vendors, and employees. |
1. Locate and rename the duplicate customer, vendor, or employee in QBO. 2. Edit and save the affected item in ServiceCore to re-sync. |
| "The entity in QuickBooks was deleted, so we are unable to sync it back to QuickBooks" | The invoice in QBO was deleted and cannot be restored. |
1. Check QuickBooks Audit Log for deleted invoices. 2. If created in ServiceCore, delete the invoice from ServiceCore to match QBO. 3. If created in QBO, submit a support request to ServiceCore for assistance. |
| "Missing customer identified in QuickBooks" | Likely caused by a name change that did not sync properly. |
1. Go to the Customer details page in ServiceCore. 2. Edit and Save the customer. 3. Edit and Save the invoice again. |
| "Service 00000 '[Example Service]' was not imported" | A service line item on the invoice is not recognized. |
1. Go to the Service Details Page. 2. Replace "00000" in the URL with the number after "value" in the error message. |
| "Export Invoice:[InvoiceNumber] failed 'Operation Create/Update with Deposit turned off from Sales Deposit preference is not supported.'" | Deposits on an invoice require the "Deposit" flag to be checked in QBO. |
1. Go to Preferences > Accounts & Settings > Sales > Deposits in QuickBooks. 2. Check the box for Deposits. |
| "Account Period Closed: The account period has closed and the account books cannot be updated" | The transaction date falls within a closed accounting period in QBO. |
1. Reopen the closed accounting period in QBO. 2. Edit and save the transaction in ServiceCore to re-sync. 3. Alternatively, change the transaction date to an open period and re-sync. |
| "Invalid Reference ID: This account has been deleted" | A referenced account in the transaction has been deleted in QBO. |
1. Restore the deleted account or assign a new account in QBO. 2. Edit and save the transaction in ServiceCore to re-sync. |
| "Business Validation Error: You can't create or modify a transaction with a date that comes before you started tracking quantity on hand" | The transaction date is before the inventory start date for an item. |
1. Adjust the item's inventory start date in QBO to before the transaction date. 2. Alternatively, change the transaction date to after the inventory start date. |
| "Feature Not Supported" | The attempted action is not supported by the current QuickBooks settings. |
1. Check QBO settings and permissions. 2. Consult QuickBooks Support for additional help if needed. |