Table of contents
Note
This article covers how to resolve errors and warnings that may come up when using the NEW QuickBooks Online integration which is gradually being rolled out to select accounts. For steps on resolving errors with the legacy QuickBooks integration, check out QuickBooks Online Sync Error Messages
Overview
Our sync works behind the scenes to make sure your accounting needs are covered, while you use Jobber to power your day-to-day operations.
The QuickBooks Online integration is available on select plans. View our current pricing plans.
To check what plan you're on, navigate to the Gear Icon > Account and Billing. If you have any questions about your plan's features or pricing, our support team is here to help!
There are two types of issues that may be flagged with the QuickBooks Online sync: errors and warnings.
Errors mean that there is something preventing this item from syncing between Jobber and QuickBooks Online. Errors must be resolved in order for items to sync.
Warnings mean that the item synced from Jobber to QuickBooks, but something was changed.
To view your errors and warnings, navigate to the QuickBooks dashboard by going to the Gear Icon > Connected Apps > QuickBooks > Manage App > Sync Settings or navigate there from an alert in your top navigation. Click the alert to view the sync activity dashboard.
From the QuickBooks sync dashboard, you'll be able to view the list of errors and warnings. For each item, there will be steps on how to resolve the issue.
To learn more about how different items in Jobber sync between Jobber and QuickBooks, see our article for How Items Sync Between Jobber and QuickBooks Online.
If you are setting up the QuickBooks integration for the first time, check out How to Set Up QuickBooks Online Sync.
Resolving errors in bulk
If there are multiple errors that can be resovled or ignored, there will be buttons on the top right of the error list for Resolve (#) and Ignore (#) where the number on the buttons indicates how many items will be retried or ignored.
Note: This includes all items matching the current filters, not just page one.
If you retry or ignore the errors, you will be asked to confirm your selection before it's either retried or ignored.
Any items that you selected to retry will move into Waiting to Sync status on the dashboard before they sync.
If you have multiple errors across different items there may be a cascading effect. To avoid additional errors, errors should be resolved in this order:
- Clients
- Products & Services
- Invoices
- Payments/Refunds/Tips
- Payouts
How to use this article
Below is a list of common QuickBooks Online sync errors and warnings and how to fix them. This isn't a comprehensive list of all the possible errors, but some of the more frequent ones. If you need a hand resolving any errors or warnings, please reach out to our Success Team by starting a live chat with the speech bubble in the bottom right of this article.
Tip: Search this page by clicking ctrl + F and copying into the search bar part of the error that you see on the QuickBooks sync and settings page in Jobber. Make sure not to include any unique information in your search as this article just shows the generic messaging, so unique terms (like a client name or invoice number) won't match.
General errors and warnings
Subscription period has ended or canceled or there was a billing problem.
Your subscription in QuickBooks has ended or there was a billing problem where your subscription is no longer active. To fix, make sure that your QuickBooks subscription is active.
The account period has closed and the account books cannot be updated through through the QuickBooks Services API. Please use the QuickBooks Online website to make these changes.
Closing an accounting period in QuickBooks is a way to protect information from that time frame from unauthorized changes. This error means your accounting period has closed in QuickBooks, so Jobber cannot send information to the closed out period. To make updates, log into QuickBooks to make the changes there or re-open the accounting period in QuickBooks.
Last Sync Failed: Critical error during sync: QueryProcessingError: null
The sync could not be processed due to errors with the QuickBooks API. This will be resolved automatically once QuickBooks' status returns back to normal.
An unknown error occurred during the sync
Please try again later.
Your Jobber account is no longer connected
Your Jobber account is no longer properly connected to the QuickBooks Online integration. Disconnect and reconnect the QuickBooks Online Integration from Jobber's App Marketplace.
Learn how to set up the QuickBooks Online integration.
We've attempted to sync this item too many times in a short window. Wait 30 seconds and hit "Retry".
Your Jobber account is no longer connected to QuickBooks Online
The QuickBooks Online integration is no longer properly connected to your QuickBooks Online account. One reason this may occur is if the user who set up the integration was deactivated.
Click the link in your error message to re-authorize the connection between Jobber and QuickBooks.
Your Jobber account is no longer connected
Your Jobber account is no longer properly connected to the QuickBooks Online integration. To fix, disconnect and reconnect the QuickBooks Online Integration from Jobber's App Marketplace.
Learn how to set up the QuickBooks Online integration.
We encountered an error communicating with Jobber. Wait 30 seconds then select Retry.
Unable to connect to QuickBooks Online
We encountered an error communicating with QuickBooks Online. Wait 30 seconds then select Retry.
This field exceeds QuickBooks Online's character limit and was truncated. No action is required, but if you'd like the fields to match between Jobber and QuickBooks Online, edit the field in Jobber to be under the character limit.
View QuickBooks character limitations.
The name of this item contains an invalid character. The character was replaced with "," in QuickBooks Online. No action is required, but if you'd like the field to match between Jobber and QuickBooks Online, edit the field in Jobber to remove the invalid character.
View acceptable characters in QuickBooks Online.
If you see an error that states permission has been denied, follow these steps:
- Disconnect the QuickBooks integration. Learn how to disconnect QuickBooks from Jobber.
- Reconnect the QuickBooks integration. Learn how to connect QuickBooks and Jobber.
- Skip the import step so that no data is imported from QuickBooks into Jobber. To skip the import, set the Clients and Products and services toggles to Off, then select Continue.
- Skip the import step so that no data is imported from QuickBooks into Jobber. To skip the import, set the Clients and Products and services toggles to Off, then select Continue.
Client errors and warnings
Client already exists in QuickBooks
Client names in QuickBooks must be unique. Rename the client in either Jobber or QuickBooks to differentiate them. This might mean adding a middle initial or a nickname.
If these clients are the same person, they can be merged in QuickBooks. To merge clients:
- Temporarily change the name of the client in Jobber to differentiate it from the client in QuickBooks (for example, "John Smith 1").
- Once the client has synced and appears in QuickBooks, change the name back to the client's original name.
- Since there is already a client with that name in QuickBooks, you will be asked to merge the clients. Click Yes.
QuickBooks and Jobber have different character limits for certain fields. In this case, more characters are supported in Jobber than QuickBooks for client fields.
Double check the number of characters in all the fields on the client (the phone number fields can often be a culprit if there are any notes in addition to the phone number). If any of the fields exceed their character limit, the internal notes field or a custom field might be a good fit for this information instead.
View QuickBooks character limitations.
Client already exists in QuickBooks
We found a client with this name in QuickBooks, but it's already mapped to a client in Jobber.
Rename the client in either Jobber or QuickBooks to differentiate them. This might mean adding a middle initial or a nickname.
Products and services errors and warnings
Product and service names must be unique in QuickBooks Online. Double check your products and services list to make sure there aren't any duplicate entries.
Product or service already exists in QuickBooks
We found a product or service with this name in QuickBooks, but it's already mapped to a product or service in Jobber. Rename the product or service in Jobber or QuickBooks.
Two or more matching products or services found in QuickBooks
We found two or more products or services in QuickBooks that match this Jobber client. Ensure all products and services in QuickBooks have unique names.
Product or service already exists in QuickBooks
A product or service with this name already exists in QuickBooks Online. Rename the product or service in Jobber or QuickBooks Online.
This product or service is of type 'Inventory' in QuickBooks Online, and cannot be changed. To change the category type, it will need to be recreated in QuickBooks Online as the new type.
Tax rate substituted in QuickBooks Online
The product or service was synced, but the tax rate on the invoice could not be found in QuickBooks so another tax rate was used instead. To prevent future warnings, create the missing tax rate in your QuickBooks Online tax settings.
Tax rate substituted in QuickBooks Online
The product or service was synced, but the tax rate on the invoice could not be found in QuickBooks so an inactive tax rate was used. To prevent future warnings, reactivate the inactive tax rate in your QuickBooks Online tax settings.
New tax rate created in Jobber
A new tax rate was created in Jobber. No further action is required.
New tax group created in Jobber
A new tax group was created in Jobber. No further action in required.
The tax rate could not be created in Jobber. Please reach out to Jobber's support team for assistance.
The tax group could not be created in Jobber. Please reach out to Jobber's support team for assistance.
Invoice errors and warnings
Error exporting invoice #12345 to QuickBooks: Business Validation Error: Were sorry, QuickBooks encountered an error while calculating tax. Try reselecting the tax rate or reentering the product/service item and saving the form again.
QuickBooks encountered an error while calculating tax. To fix, make sure your tax rates in your QuickBooks and Jobber accounts are set up so they are exactly the same. Then reselect the tax rate on your invoice in Jobber.
Transactions with inventory (QOH) products cant be dated earlier than the Inventory Start Date for the product
When an inventory product is added in QuickBooks, there's an option to fill out the "Quantity on hand" (how much of a product you currently have) and the "As of date" – this is the date to start tracking the inventory's quantity. There cannot be an invoice with a date that falls before the "as of" date because that product did not exist before. To fix, find that product in QuickBooks and change the "as of" date so that it is before the invoice date, or change the date of the invoice so it falls after the "as of" date.
Business Validation Error: You must specify a transaction amount that is 0 or greater.
Jobber supports invoice totals that are $0.00 or less, however QuickBooks does not.
To fix, update the invoice total in Jobber to be at least $0.01.
Business Validation Error: The discount amount can't be greater than the subtotal.
Jobber supports invoice totals that are $0.00 or less, however QuickBooks does not. The discount on this invoice is creating a $0.00 or negative balance.
To fix, ensure that the invoice subtotal is greater than the discount so that your invoice total is at least $0.01.
Invalid Reference Id : Names element id not found
An invalid reference ID error indicates that something associated with this item has been removed or made inactive so it's unable to sync.
To fix, reach out to Jobber's support team. We can create a ticket to re-sync this item and clear the error. This will take 1-2 business days.
Each invoice in QuickBooks must have a unique invoice number. This invoice's number is already taken by another invoice.
To fix, change your invoice number in Jobber to an invoice number that is not yet used in QuickBooks. Invoice numbers in Jobber count upwards from the invoice in Jobber with the highest number. For example, if an invoice is edited to have the highest invoice number in your Jobber account (let's say that number is 6004), the next invoice issued will be 6005.
Rounding Warning Pushing Invoice to QuickBooks
Jobber rounds differently than QuickBooks. When Jobber rounds, we keep all the decimals in the background and only round the final total of the invoice, but QuickBooks rounds at each step of the way (every line item) and that can result in a different total than in Jobber.
The chances of rounding warnings like this can increase if you have an invoice that contains both non-taxable and taxable line items in Jobber, as well as a discount, since Jobber and QuickBooks calculate the discounts differently.
Since this is a warning, your invoice was synced to QuickBooks, however you may wish to edit the invoice total in QuickBooks to match the total of the invoice in Jobber.
Error exporting invoice to QuickBooks: John Doe (client name) is not in sync.
The invoice cannot sync to QuickBooks because the client it belongs to isn't in sync with QuickBooks yet.
To fix, review the list of errors to see if there are any for this client and resolve them based on the steps. There is likely a client error that outlines why this client won't sync. Once the client is in sync in QuickBooks, the invoice will have a client to sync to.
Could not sync this invoice to QuickBooks because it is missing a client. All invoices must be tied to a client.
The client this invoice belongs to needs to sync to QuickBooks first. Double check to see if there are any errors that would stop this client from syncing to QuickBooks and resolve them. Once the client is in sync. select Retry to sync this invoice.
Product or service not in sync
This invoice cannot be synced to QuickBooks because there is a product or service on the invoice that is not in sync with QuickBooks. Double check to see if there are any error for the product or service and resolve them. Once the product or service is in sync, select Retry to sync the invoice.
Tax rate missing in QuickBooks Online
The tax rate was not found in QuickBooks. To resolve this error, add the tax rate in your QuickBooks account or remove the tax rate from your invoice in Jobber.
Learn how to set up tax rates in QuickBooks
There is a non-taxable line item on an invoice, but no tax code with a rate of 0% in QuickBooks. To fix, add a tax rate of 0% in QuickBooks.
Learn how to set up tax rates in QuickBooks
Tax rate missing in QuickBooks Online
The tax rate used on this invoice in Jobber does not exist in QuickBooks Online. To resolve this error, add the tax rate in your QuickBooks account.
Learn how to set up tax rates in QuickBooks
Business Validation Error: Enter a transaction amount to continue.
QuickBooks only supports positive invoice totals. This invoice may be for $0.00 or have a negative total. To resolve this error, edit the invoice to a positive amount.
Automatic Sales Tax (AST) suggestions
Automatic Sales Tax (AST) is a feature QuickBooks offers in the United States that removes the need to manually add tax rates into QuickBooks and suggests correct tax rates based on your client’s location.
AST suggestions are flagged in the QuickBooks sync as a warning. This warning is a suggestion of the tax rates and groups that QuickBooks thinks should be created in Jobber based on the invoice.
For assistance with your tax settings, reach out to Jobber's support team or check out our article on tax settings.
Suggestion to set up tax groups and rates
QuickBooks is suggesting that you set up tax rates and groups with the names listed. Click Add tax rates to Jobber to automatically add these tax rates.
Suggestion to add taxes to invoice
QuickBooks assigned a tax rate to the invoice, but the invoice in Jobber is missing taxes. This is a suggestion to add taxes to the invoice in Jobber to match the invoice in QuickBooks Online.
Suggestion to rename or add taxes
Taxes in both Jobber and QuickBooks use the same tax rate, but these rates have different names as outlined in the suggestion. You may want to rename or add an additional tax rate so they match between Jobber and QuickBooks.
Taxes on the invoice in Jobber and QuickBooks do not match as outlined in the suggestion. You may want to edit the taxes so they match.
Payment errors and warnings
Business Validation Error: You cannot enter more than 21 characters in the doc_num field. QuickBooks and Jobber have different character limits for certain fields. In this case, more characters are supported in Jobber than QuickBooks for payment fields which is causing the error. In QuickBooks, the limit is 21 characters (including spaces) for fields on the payment such as check number, transaction number, or confirmation number.
To fix:
1. Navigate to the payment in Jobber (you can get here by clicking the payment from the client's billing history box).
2. Review the fields on the payment. Depending on the payment method there will be a field for the check number, transaction number, or confirmation number. Make sure that this field has less than 21 characters.
3. If you need to have additional notes for this payment, move them to the Details field. This will sync to QuickBooks as a memo for this payment.
The payment is trying to be linked to an invoice that has either not synced to QuickBooks yet or has been deleted from QuickBooks. Since the invoice does not exist in QuickBooks, there isn't a transaction for the payment to associated with.
To fix:
- Navigate to the payment in Jobber (you can get here by clicking the payment from the client's billing history box).
- From the payment's Applied to dropdown, select "client account balance", then click Update.
- Once the payment syncs to QuickBooks, edit the payment to be applied to the correct invoice in both QuickBooks and Jobber. Or reach out to Jobber's support team. We can create a ticket to re-sync the invoice associated with the payment. This will take 1-2 business days.
Payment method not found in QuickBooks Online
Could not sync this payment because the payment method was not found in QuickBooks. To fix, set up the payment method in QuickBooks by navigating to the Gear Icon > All Lists > Payment Methods.
This payment was unable to sync as it does not have an amount. Please reach out to Jobber's support team for assistance.
Payment method was not created in QuickBooks
The payment method for this payment failed to be created in QuickBooks. To fix, set up the payment method in QuickBooks by navigating to the Gear Icon > All Lists > Payment Methods.
This payment could not be synced because the client the payment is for is not in sync with QuickBooks Online and payments must be associated with a client. Double check to see if there are any errors that would stop this client from syncing to QuickBooks and resolve them. Once the client is in sync, select Retry to sync this payment.
This payment could not be synced because the invoice the payment is for is not in sync with QuickBooks Online. Double check to see if there are any errors that would stop this invoice from syncing to QuickBooks and resolve them. Once the invoice is in sync, select Retry to sync this payment.
The tax rate used on this refund in Jobber does not exist in QuickBooks Online. To resolve this error, add the tax rate in your QuickBooks account.
Learn how to set up tax rates in QuickBooks
Non-taxable item on refund, but no tax code with a rate of 0% was found in QuickBooks. To resolve this error, add a tax code with a rate of 0% in QuickBooks Online.
Learn how to set up tax rates in QuickBooks
Undeposited funds account not found
An "Undeposited Funds" Account was not found in QuickBooks Online. To fix, in QuickBooks navigate to your Chart of Accounts (Accounting > Chart of Accounts) and create a new asset account named "Undeposited Funds".
Payout errors and warnings
Unable to associate payments, refunds, or tips with bank deposit
This error can occur when the bank account deposit has already been recorded in QuickBooks from another source and then the associated payments were already applied to the bank deposit.
This error can occur for multiple reasons:
- If you have edited or deleted payments, refunds, or tips in QuickBooks that belong in this payout, manually reconcile it in QuickBooks, then select Ignore from the payout error pop-up.
- If you have manually adjusted the “Deposit to” account in QuickBooks for any payments, refunds, or tips that belong in this payout, revert it to "undeposited funds" or "payments to deposit" then select Retry from the error pop-up.
- If you are manually associating payments, refunds, or tips that belong to this payout with a bank deposit in QuickBooks, delete the entire bank deposit from QuickBooks then select Retry from the error pop-up.
If none of these troubleshooting steps resolve your error, please reach out to our Success Team as there may be another reason this error is appearing.
Error pushing payout #1234 to QuickBooks Online. Payment(s) from the following invoices have not been pushed to QuickBooks Online: 1234, 5678,...
This error can happen for a couple of different reasons, but what it comes down to is that the payments that compose a payout have not synced to QuickBooks Online. Anything that breaks the related invoice or payments from syncing would cascade down to breaking the payout sync. You might be seeing this error because:
- The payout is from before the payout sync settings were turned on. If this is the case, reach out to our Success Team and they can help you backdate the payout sync.
- Invoice numbers might have been changed in QuickBooks which meant the payments couldn't map to the correct invoice since the invoice number had changed.
The bank account named in the error does not exist in QuickBooks Online. To resolve the error, create the bank account.
- From the left menu, click Accounting.
- Select Chart of Account.
- Click New, then fill out an Account Type, Detail Type, and Beginning Balance.
- Select Save and close once finished.
Learn more about sub-accounts in QuickBooks Online.
The tips associated with this payout have not yet been pushed to QuickBooks. Please reach out to Jobber's support team for assistance.
The tips from the listed payout cannot be found. Please reach out to Jobber's support team for assistance.
Please reach out to Jobber's support team for assistance.
The retry of a previously failed payout was unable to sync to QuickBooks Online. You may need to manually enter this payout in QuickBooks Online if the failed payout has not synced.
Timesheet errors and warnings
Employee does not exist in QuickBooks
The employee associated with this timesheet could not be found in QuickBooks. Create an employee in QuickBooks with a name that exactly matches the employee in Jobber.
We could not sync this timesheet to QuickBooks. Wait 30 seconds, then select Retry. If this does not work, please reach out to Jobber's support team for assistance.