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 |
|---|---|---|
| "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. |