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  5. QuickBooks Online - Troubleshooting Common Errors
Integrations

QuickBooks Online - Troubleshooting Common Errors

Here are some common errors you may experience while using DEAR integrated with QuickBooks Online and how to resolve them. If you are still unable to resolve your problem, please do not hesitate to get in touch with DEAR support. 


Users will need the Integration: Accounting - QuickBooks permission in order to use this feature. 


Table of Contents


Duplication of COGS entries

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DEAR does not support quantity or inventory tracking in QuickBooks Online. If quantity tracking or inventory tracking is turned on in QuickBooks Online, you may have duplicate COGS entries created in QuickBooks due to both systems creating their own COGS entries for the same transaction and experience errors during synchronisation. 


Turn off quantity/inventory tracking in QuickBooks Online:

  1. In QuickBooks Online, navigate to Settings → Your Company → Accounts and Settings, then click the Sales tab. 
  2. In Products and Services, ensure Track quantity and price/rate and Track inventory quantity on hand are turned Off.
  3. Save your changes to finish.


If you have previously turned on inventory tracking for an item and created transactions with an item in QuickBooks Online, COGS entries will be created by QuickBooks Online using some previously recorded amount. This is the case even if global settings are set to NOT track item quantity.


To resolve the issue, the old products need to be deleted and new products created. You can replace all the products at once to fix the issue. In DEAR, navigate to Integrations → QuickBooks → Replacing Products in QuickBooks from DEAR and click Replace Products. All existing items in QuickBooks will be rewritten with products from DEAR. 


Inactive Products in QuickBooks Online appearing in DEAR

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Making a product inactive in QuickBooks Online will NOT deprecate nor delete the product from DEAR. Once you have made a product inactive in QuickBooks Online, you must manually deprecate the product in DEAR.


Make a product inactive in DEAR:

  1. In DEAR, go to Inventory → Products → View All.
  2. Change the product status from Active to Deprecated.
  3. To delete the products, go to Inventory → Products and click More → Delete Deprecated Products.


Syncing Sale COGS 'Pending'

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A pending COGS Sale entry won't synchronise.



This is due to the user making a change in the QuickBooks Chart of Accounts without syncing all DEAR transactions first. If you have recently made changes to the Chart of Accounts, email DEAR support at support@dearsystems.com to tell us how to remap them back to the old account codes in DEAR.


Product Version Errors in QuickBooks

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Each Item within QuickBooks Online has a version which is auto-incremented after the product is updated in QuickBooks. In case the user forgets that an item's data was changed in QuickBooks Online and the product version was modified, the user will be notified saying that the 'Item version already exists in QuickBooks Online' during synchronisation between DEAR and QuickBooks.


Resolve product version errors:

  1. Make sure that priority is given to the product fields in DEAR when editing Item fields in QuickBooks Online and DEAR.
  2. If changes have been made to a product in DEAR and the same product name does exist in QuickBooks, the QuickBooks identification for DEAR will automatically sync the product version from DEAR into QuickBooks. In this case, products in DEAR have the priority. However, empty account fields won't be exported to QuickBooks.
  3. When a new product is created in DEAR and the same product with the same name already exists in QuickBooks, the new product in DEAR will be identified and the DEAR product will be synced through to QuickBooks.
  4. If there are two (2) DEAR products associated with one (1) QuickBooks product and we change a property in one of the DEAR products, then QuickBooks will receive the changes only for the single product. The second DEAR product will be synced only during the next sync.
  5. When two (2) DEAR products are associated with one (1) QuickBooks product, change the name of one of the DEAR products and the new product will be synced into QuickBooks and the renamed DEAR product will be associated with the new/existing QuickBooks product.


Sync History in DEAR shows 'Pending' Products

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To allow fine-grained control over your transactions, tax rules in DEAR are assigned to individual order lines, products, sales/purchases, and suppliers/customers (for more information, see Tax Rules).


During synchronisation, if a product lacks a tax rule and DEAR cannot find the applicable tax rule in order lines, sales/purchases and suppliers/customers applicable to the product, DEAR will not sync it back to QuickBooks Online. Instead, it will display the product as 'pending' in sync history. To resolve this issue:

  1. Go to Inventory → Products, and search for the 'pending' product.
  2. Open the product record, then set the Product Tax Rule and Sale Tax Rule to the applicable tax rules.
  3. Click Save.


Sync History in DEAR shows Completed Status with Processing Errors

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This error means that DEAR tried to send the data to QuickBooks/Xero but failed to receive a response either due to a server restart or some unexpected error. In this case, the sync status shows the entry as Completed to prevent it from being exported to QuickBooks Online/Xero again, resulting in duplicated data. You can manually change the status from Completed to Pending, allowing the entry to be resynced if it is not yet in QuickBooks Online/Xero.


Taxable Sales does not equal Tax Collected in QuickBooks Report

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QuickBooks Online users have raised an issue related to sales taxes being charged against Shopify customers. In particular, the Sales Tax Liability Report in QuickBooks shows discrepancies between the taxable sales when multiplied by a customer's tax rate – the taxable sales doesn’t equal the tax that was collected/stated in the report. 


This error is caused by Daily Consolidation of sales from Shopify. US tax rules may differ based on the customer's shipping address – this is why you see different tax rules on an invoice from DEAR. Since tax is calculated by Shopify, and QuickBooks US doesn't support multiple taxation in one invoice, discrepancies in the taxable amount may result. The easiest way to get correct taxes in QuickBooks is to change Daily consolidation to No Consolidation in your Shopify store going forward.


Syncing Errors Due to Duplicate Product Names

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When syncing the DEAR product catalogue with QuickBooks Online, duplicate product names will lead to errors, leading to sync failures. This can often be resolved using the following process:

  1. On the QuickBooks Online Integration page, disconnect the DEAR product catalogue from QuickBooks.
  2. Clear duplicate product names from the DEAR product catalogue.
  3. On the QuickBooks Online Integration page, re-export products from DEAR to QuickBooks.


For more information, see Replacing Products in QuickBooks Online.


QuickBooks gets disconnected from DEAR

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If your DEAR account somehow gets disconnected from QuickBooks, although it was running fine previously, do not disconnect QuickBooks. To reconnect safely, without messing up anything, it is recommended to just re-run the sync process with QuickBooks. This should restore the connection.


Credit note errors in QuickBooks after synchronisation with DEAR

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After a payment is recorded in DEAR and synchronisation with QuickBooks is completed, you may see invoices/credit note amounts being set to 0 in QuickBooks Online. 


This is the expected behaviour in QuickBooks Online when a refund is created in DEAR and a credit note is added. It changes the credit note to 0 in DEAR in case of a full refund and it will create a new object in QuickBooks called Return, with bank payment info + line details.

What happens when a refund is issued in DEAR?

1. It changes the credit note amount to 0.
2. It creates a Return transaction in QuickBooks Online.


Check the activity logs to show that the credit notes were refunded in DEAR.


Export of Journal Entries from DEAR to QuickBooks fails due to non-unique Reference Numbers

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When synchronising DEAR with QuickBooks, you may encounter the following error message:

  • Failed to export a journal entry for <transaction> from DEAR to QuickBooks: Reference number is not unique, please specify a unique value.

This means that a QuickBooks advanced setting for duplicate journal numbers is turned on (see the screenshot below). Turning off the setting should resolve this synchronisation error.



Customer prepayments not syncing to QuickBooks Online

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A common problem which stops customer prepayments syncing to QuickBooks Online is caused by incorrect tax configuration for a Customer Credit product. It should have 0-rated sales tax mapped. If a non-zero tax rule mapped, an error will be generated and prepayments will not sync.  Changing the sale tax rule to any tax rule with 0 effective rate will fix the issue.


Transactions can only have one foreign currency at a time

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During export to QuickBooks Online it is possible to receive the error 'Transactions can only have one foreign currency at a time'. This is caused by differing currencies in the credit and debit accounts of the transaction. Please check for currency discrepancies between accounts, for example, inventory accounts, customer accounts, A/P and A/R, base currency in DEAR and QuickBooks Online. 


Revenue account mapping

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All products and services in QuickBooks Online must have an account to which they are mapped. This mapping will always override the revenue account mapping in DEAR. Unfortunately there is no way to override this from DEAR. Please note:

  • Customer-level revenue account mapping in DEAR will be overridden by the product-level mapping in QuickBooks Online.
  • Product level revenue account mapping in DEAR should match the QuickBooks Online account mapping.


Error Codes

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Transactions can have only one foreign currency at a time.

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This is an error which occurs due to DEAR and QuickBooks Online using the customer name as a unique identifier. 


If the customer is set up in DEAR with USD currency but the sale came from an online channel that uses CAD, this creates a conflict as the customer Currency and Account receivable is setup as USD. 


You will need to change the customer currency and account receivable to the sale currency (in this case CAD) and save. Once done, you will need to void the invoices in DEAR with the incorrect currency, then reload them from the sales channels so that they will load as sales in the correct currency. These will then sync through to QuickBooks Online.


Reference number is not unique, please specify a unique value.

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Please make sure that invoice number is unique in QuickBooks Online. If there already is an invoice number as such in QuickBooks Online, you might need to void this in DEAR and re-create an invoice and push it into QuickBooks Online. This needs to be done one by one. Please test it out first on a single transaction to see how it works.


When synchronising DEAR with QuickBooks, you may also encounter the following error message:

  • Failed to export a journal entry for <transaction> from DEAR to QuickBooks: Reference number is not unique, please specify a unique value.

This means that a QuickBooks advanced setting for duplicate journal numbers is turned on (see the screenshot below). Turning off the setting should resolve this synchronisation error. Go to the Gear icon, then choose Account and Settings, then pick Advanced. 


Product XXXX has not been exported to QuickBooks...

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Error: Product XXXX has not been exported to QuickBooks. Please check the export status of the product in sync history (might have been manually skipped or failed) and fix any outstanding issues to allow export of the sale referencing this product.


Please open the product XXXX and add an insignificant figure into the description section and run the sync again. This should force sync the product and clear the other sync errors as well.


The account period has closed and the account books cannot be updated...

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Error: The account period has closed and the account books cannot be updated through the QuickBooks Online Services API. Please use the QuickBooks Online website to make these changes


This is because a period lock date has been defined in QuickBooks Online. You will need to either:


Remove the lock date from QuickBooks Online temporarily:

  1. You will need to sign in to QuickBooks Online as master admin or company admin. 
  2. Go to the Gear icon, then choose Account and Settings.
  3. Pick Advance, then click the Accounting tab.
  4. Slide the Close the books toggle off to unlock the accounting period. You may need to enter a password if you have previously chosen to close the books using a password. 
  5. Hit Save, then Done. 
  6. In DEAR, go to QuickBooks synchronisation view and Start Synchronisation to perform a manual sync. You can also amend your records from QuickBooks Online if you prefer.
  7. In QuickBooks Online, Close the books again if required. 


Skip this entry from going into QuickBooks Online if it isn't important:

  1. In DEAR, go to QuickBooks synchronisation view and change the entry Status from Pending to Skipped.


Another customer, supplier, or employee is already using this name...

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Error: Another customer, supplier, or employee is already using this name. Please use a different name

This is a QuickBooks Online limitation and they have strict restrictions regarding duplicate names. 


Please note that you will have to make sure names of each customer, supplier, employee, company contact, and product have unique names. If they share the same name, e.g. a customer is also a supplier, you will need to add a prefix or a suffix in DEAR and try the sync again. 


This transaction has been deposited...

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Error: This transaction has been deposited. If you want to change or delete it, you must edit the deposit it appears on and remove it first 


This error can appear for invoice payments that are trying to sync from DEAR to QuickBooks when a deposit has already been made to the bank account connected to QuickBooks Online. Please keep in mind that in QuickBooks Online you cannot change any payments once they have been deposited. If you need to make a change to a payment, you must delete the deposit first. 


If payment in QuickBooks is the same as the invoice in DEAR you can just skip this transaction by going to QuickBooks synchronisation view and change the entry Status from Pending to Skipped.


Something you're trying to use has been made inactive...

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Error: Something you're trying to use has been made inactive. Check the fields with accounts, customers, items, vendors or employees.


All items in DEAR related to the sync entry must have status Active. Check every entity referenced in the sync entry - accounts, customers, suppliers, products, services, sales representatives - to see if any have been deprecated or made inactive. Return the status of any such items to active and try to manually sync again. 


This transaction is matched to a downloaded transaction...

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Error: This transaction is matched to a downloaded transaction. If you want to change the account, you need to unmatch the transaction first. 


If you wish to unmatch it, you can follow the steps outlined in the link https://qbo.support/unmatching-and-deleting-matched-downloaded-transactions-4. Otherwise, you can skip it if everything looks good in QuickBooks.


Payment account code specified for the payment is not mapped to any QuickBooks account and marked as deprecated...

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Error: Payment account code specified for the payment is not mapped to any QuickBooks account and is marked as Deprecated in the chart of accounts. If you have recently changed account numbers in QuickBooks chart of accounts or a different QuickBooks company, please contact Support to help with remapping account numbers.


The payment account in related transaction "XXXXX" is archived. You will need to have this remapped to a new account. The master user will need to send DEAR support a remapping request so that the transaction is captured into the new account.


Credit account (XXXX) is not mapped to any QuickBooks account and marked as deprecated...

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Error: Credit account (XXXX) is not mapped to any QuickBooks account and marked as Deprecated in the chart of accounts. If you have recently changed account numbers in QuickBooks chart of accounts or a different QuickBooks company, please contact Support to help with remapping account numbers.


The credit account in related transaction "XXXXX" is archived. You will need to have this remapped to a new account. The master user will need to send DEAR support a remapping request so that the transaction is captured into the new account.


Bill "XXXX" has not been exported to QuickBooks...

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Error: Bill "XXXX" has not been exported to QuickBooks. Please check bill export status in sync history (might have been manually skipped or failed) and fix the issue before exporting payments related to this bill. 


All items in DEAR related to the sync entry must have status Active. Check every entity referenced in the sync entry - accounts, customers, suppliers, products, services, sales representatives - to see if any have been deprecated or made inactive. Return the status of any such items to active and try to manually sync again.


Product "XXXX" in "XXXX" has not been exported to QuickBooks...

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Error: Product XXXX in XXXX has not been exported to QuickBooks. Please check the export status in sync history (might have been manually skipped or failed) and fix the issue before exporting payments related to this bill.


This error refers to when DEAR are trying to sync an order where the related product has not previously been synced to QuickBooks Online. Because the product record does not exist in QuickBooks Online, the order cannot be synced. 


To resolve the issue you will need to check the sync records to check if the product has synced before, and if not, re-trigger the synchronisation for the product. Once the product is synced the order will sync as well. 


Unexpected user error. ( -12476 )

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This error message is not description and returned directly from the QuickBooks Online API. You will have to contact QuickBooks Online support regarding this.


0 Max:999,999,999 supported. Supplied value:-XX

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A negative value was supplied for payment amount. The payment amount must be a positive value.


Unauthorized-401

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If receiving this error, the first step is to check with QuickBooks Online support if there is an error with syncing from the QuickBooks side. 


If there is no QuickBooks Online error to resolve, this error could occur due to limited access of the user who made the connection between DEAR and QuickBooks Online. As a solution, we suggest disconnecting DEAR from QuickBooks (not from DEAR) and then running synchronisation from DEAR. This will trigger the authorisation flow. 


You will need access to the QuickBooks Online admin account. 


Follow the steps as shown below:

  1. Disconnect DEAR from QuickBooks, from within the QuickBooks Online app. QuickBooks Online → Main Menu → Apps → My Apps
  2. Once you have disconnected DEAR from QuickBooks Online, logout of QuickBooks and have the QuickBooks Online admin log in with the QuickBooks Online admin account (all privileges). 
  3. From DEAR, you can now Start Synchronisation.
  4. This will start the authorisation flow again, which will ask for and grant permission to share data. Once you agree, DEAR will again sync with QuickBooks Online. 


The transaction needs to be in the same currency as the A/R and A/P accounts you use

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Error: The transaction needs to be in the same currency as the A/R and A/P accounts you use. 


Check your account settings for accounts receivable and accounts payable and make sure they are in the same currency as your DEAR organisation base currency. 


No lines found in the sale credit note. Please contact support to fix this.

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Error: No lines found in the sale credit note. Please contact support to fix this.


This error can occur when either a credit note was authorised without any lines, or the credit note has been undone/voided. It can also occur when the related sale order (and thus the credit note) has been undone or voided. 


Please check the credit note and make sure the line items are added. Alternatively, if the credit note lines are no longer required, you can skip the sync of the problematic line by changing the Status from Pending to Skipped from the synchronisation log. 


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