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Troubleshooting

Troubleshooting Common Issues

Last updated: October 20, 2018

Troubleshooting Common Issues

Quick solutions to the most common ClientSynq issues. Can't find your issue? Contact support.

QuickBooks Connection Issues

QuickBooks Won't Connect

Symptoms: Error message when clicking "Connect to QuickBooks"

Common causes:

  • QuickBooks session timeout
  • Network connectivity
  • Browser blocking popups
  • QuickBooks maintenance

Solutions:

  1. Try again in a private/incognito window

    • Opens fresh browser session
    • Bypasses cache issues
    • Chrome: Ctrl+Shift+N / Cmd+Shift+N

  2. Check QuickBooks status

    • Go to status.intuit.com
    • Verify QuickBooks Online is operational
    • Wait if there's scheduled maintenance

  3. Clear browser cache

    • Chrome: Settings → Privacy → Clear browsing data
    • Select "Cached images and files"
    • Try connecting again

  4. Use a different browser

    • Sometimes browser extensions interfere
    • Try Chrome, Firefox, or Edge
    • Disable ad blockers temporarily

  5. Verify QuickBooks admin access

    • You must be a QuickBooks admin to connect
    • Check with your QuickBooks administrator

Still not working? Contact support with:

  • Error message (screenshot if possible)
  • Browser you're using
  • Your QuickBooks plan

"Authorization Expired" Message

What it means: QuickBooks requires re-authorization every ~6 months for security

Solution (takes 2 minutes):

  1. Go to Settings → QuickBooks
  2. Click Reconnect
  3. Log in to QuickBooks
  4. Click Authorize
  5. Done! Syncing resumes automatically

No data is lost - This is normal security maintenance.

Customers Not Syncing from QuickBooks

Check:

  1. Last sync time: Settings → QuickBooks

    • If it's been over 24 hours, click Sync Now

  2. Customer status in QuickBooks:

    • Go to QuickBooks → Customers
    • Make sure customer is marked "Active" (not inactive)

  3. Customer has email:

    • Check QuickBooks customer record
    • Email address is required for portal invitations

Force a sync:

  1. Settings → QuickBooks
  2. Click Sync Now
  3. Wait 2-3 minutes
  4. Refresh ClientSynq page

Specific customer missing?

  • Check if they exist in QuickBooks
  • Verify spelling (search by full name)
  • Check creation date (very new customers may not have synced yet)

Invoices Not Appearing or Out of Date

Check:

  1. Invoice age: Only invoices from last 12 months sync automatically
  2. Invoice status: Deleted invoices in QBO won't appear
  3. Last sync time: Click Sync Now if it's been over 1 hour

Solutions:

  1. Manual sync: Settings → QuickBooks → Sync Now
  2. Wait: Automatic sync happens every hour
  3. Check QuickBooks: Make sure invoice exists and isn't deleted

For older invoices:

  • Only last 12 months sync (QuickBooks API limitation)
  • For historical data, export from QuickBooks directly

Client Portal Issues

Client Can't Access Portal

"Client didn't receive invitation email"

Check:

  1. Spam folder (Most common!)

    • Have client check spam/junk
    • Add invitations@clientsynq.com to contacts

  2. Correct email address:

    • Verify in QuickBooks: Customers → Edit customer
    • Look for typos

  3. Corporate email filters:

    • Some companies block external emails
    • They may need IT to whitelist ClientSynq

  4. Resend:

    • Go to Clients → find client
    • Click "Resend Invitation"
    • Wait 5-10 minutes

Client says link doesn't work:

  • Links expire after 7 days
  • Resend a fresh invitation
  • Make sure they're clicking the link (not copying/pasting incorrectly)

Client Can't See Their Invoices

Check:

  1. Portal access granted: Clients page shows "Active" status
  2. Invoices exist: Check QuickBooks for this customer
  3. Invoices synced: Last sync was recent

Ask client to:

  1. Refresh the page (F5 or reload button)
  2. Log out and request new access link
  3. Try a different browser
  4. Clear browser cache

Still not showing?

  • Sync QuickBooks (Settings → QuickBooks → Sync Now)
  • Wait 5 minutes for sync to complete
  • Have client refresh portal

Portal Shows Old Invoice Data

Cause: Sync delay (up to 1 hour) or browser cache

Solutions:

  1. Force sync: Settings → QuickBooks → Sync Now
  2. Clear cache: Have client hard-refresh (Ctrl+F5 / Cmd+Shift+R)
  3. Wait: Automatic sync happens hourly

For urgent updates:

  • Use Sync Now in settings
  • Wait 2-3 minutes
  • Client refreshes their browser

Payment Issues

Payment Button Not Showing

Requirements for payments:

  • ✅ Pro plan or higher
  • ✅ QuickBooks Payments enabled
  • ✅ Payment processing enabled in ClientSynq
  • ✅ Invoice has unpaid balance

Check:

  1. Plan: Settings → Billing (need Pro plan)
  2. QBO Payments: QuickBooks → Settings → Payments
  3. ClientSynq settings: Settings → Payment Settings (enabled?)
  4. Invoice status: Is it already paid or $0?

Basic plan users: Upgrade to Pro for payment processing

Payment Failed

Common reasons:

  • Insufficient funds
  • Card expired
  • Incorrect card information
  • Bank/card issuer declined

What to do:

  1. Check error message: Usually tells you why
  2. Try different payment method: Credit card vs ACH
  3. Contact bank/card issuer: They may have blocked it
  4. Try smaller amount: Some banks limit transaction sizes

For recurring failures:

  • Use ACH instead of card
  • Contact QuickBooks Payments support
  • Verify billing address matches card

Payment Shows in Portal but Not QuickBooks

This should be automatic - Payments sync immediately.

If not showing:

  1. Wait: Can take up to 1 hour in rare cases

  2. Check QuickBooks Payments Dashboard (separate from QBO)

    • Go to payments.intuit.com
    • Verify payment succeeded

  3. Check invoice: Is it marked as paid?

  4. Contact QuickBooks: If payment succeeded but isn't in QBO

Never manually record a payment that went through the portal - it will double-count!

Invitation & Email Issues

Invitations Not Sending

Check:

  1. Email address: Customer has valid email in QuickBooks
  2. QuickBooks synced: Settings → QuickBooks → Sync Now
  3. Customer status: Active (not inactive) in QuickBooks

Try:

  • Resend the invitation
  • Check customer email for typos
  • Sync QuickBooks and try again

Clients Not Receiving Emails

Check with client:

  1. Spam/junk folder - #1 reason!
  2. Email filters: Corporate firewalls
  3. Correct email: Typo in address?

Add to safe senders:

  • invitations@clientsynq.com
  • @clientsynq.com

Still not receiving?

  • Try different email address
  • Check if they can receive emails from others
  • Contact their IT department about whitelisting

Account & Billing Issues

Can't Log In

"Wrong email or password":

  • Try password reset
  • Check for typos in email
  • Make sure caps lock is off

"Account not found":

  • Use the email you signed up with
  • Check if you have multiple accounts
  • Contact support if you're sure it exists

Two-factor authentication issues:

  • Make sure device time is correct
  • Try backup codes
  • Contact support to reset 2FA

Billing Questions

Need to upgrade/downgrade:

  1. Settings → Billing
  2. View Plans
  3. Select new plan
  4. Confirm changes

Pro-rated charges:

  • Upgrades: Charged immediately (pro-rated)
  • Downgrades: Takes effect at end of billing cycle

Cancel subscription:

  1. Settings → Billing
  2. Cancel Subscription
  3. Confirm cancellation
  4. Access continues until end of paid period

Questions about charges?

Performance Issues

Slow Loading

Check:

  1. Internet connection: Run speed test
  2. Browser: Try incognito mode
  3. Extensions: Disable ad blockers temporarily
  4. Device: Clear cache and cookies

Improve performance:

  • Close unnecessary browser tabs
  • Restart browser
  • Update browser to latest version
  • Try different browser

Page Won't Load / Stuck Loading

Solutions:

  1. Hard refresh: Ctrl+F5 (Windows) or Cmd+Shift+R (Mac)
  2. Clear cache: Browser settings → Clear browsing data
  3. Try incognito/private window
  4. Check status: status.clientsynq.com

Still stuck?

  • Try different browser
  • Restart device
  • Check if other websites work
  • Contact support if only ClientSynq affected

Browser Compatibility

Supported Browsers

Recommended:

  • ✅ Chrome (latest version)
  • ✅ Firefox (latest version)
  • ✅ Safari (latest version)
  • ✅ Edge (latest version)

Not supported:

  • ❌ Internet Explorer (any version)
  • ❌ Very old browsers (4+ years old)

Mobile:

  • ✅ iOS Safari (iOS 13+)
  • ✅ Chrome Mobile (Android 8+)

Browser Issues

"Feature not working":

  1. Update browser to latest version
  2. Enable JavaScript
  3. Allow cookies
  4. Disable strict ad blockers on ClientSynq

Display issues:

  1. Clear browser cache
  2. Try zoom level 100% (Ctrl+0 / Cmd+0)
  3. Try different browser
  4. Update graphics drivers

Data Sync Issues

Data Not Matching Between QuickBooks and ClientSynq

Cause: Sync delay (hourly automatic sync)

Solution:

  1. Settings → QuickBooks
  2. Click Sync Now
  3. Wait 2-3 minutes
  4. Refresh page

What syncs:

  • Customers (every 24 hours)
  • Invoices (every hour)
  • Payments (real-time for portal payments)

What doesn't sync:

  • Estimates (not supported)
  • Invoices older than 12 months
  • Deleted QuickBooks data

Changed Data in QuickBooks, Not Showing in Portal

Wait for sync (up to 1 hour) or force sync:

  1. Settings → QuickBooks → Sync Now
  2. Wait a few minutes
  3. Have client refresh their portal

For urgent changes:

  • Always use Sync Now for immediate updates
  • Tell clients to refresh (not just wait)

Getting More Help

Before Contacting Support

Have ready:

  1. Description of issue: What's not working?
  2. Steps to reproduce: How does it happen?
  3. Error messages: Screenshot if possible
  4. Browser/device: What are you using?
  5. When it started: Today? Last week?

Contact Options

Email Support: hello@clientsynq.com

  • Basic: 48-hour response
  • Pro: 24-hour response
  • Enterprise: 4-hour response (24/7)

Support Portal: clientsynq.com/support

  • Submit detailed request
  • Track support tickets
  • Get reference number

Help Center: clientsynq.com/help

  • Browse all articles
  • Video tutorials
  • FAQ section

Emergency Issues

Portal completely down:

Payment processing failure during client transaction:

  • Client can retry later
  • No charge occurs on failed payments
  • Contact support to investigate

Data security concern:

  • Email hello@clientsynq.com immediately
  • Subject line: "SECURITY - [brief description]"
  • We prioritize security issues

Quick Reference

Issue Quick Fix
Can't connect QuickBooks Try incognito browser
Customer not syncing Sync Now + check QBO status
Client can't access Check spam folder first
Payment button missing Verify Pro plan + QBO Payments
Slow loading Clear cache + hard refresh
Emails not received Check spam + whitelist sender
Data doesn't match QBO Force sync + wait 5 min

Still stuck? We're here to help! Contact support and we'll get you sorted out.

Last Updated: October 26, 2025

Secure Client Portal for Small Businesses | ClientSynq