Use this article when the QuickBooks Online banner does not say Connected, when a sync fails, or when invoices you expect are missing.
Before you start
- You see the QuickBooks Online banner if you are an owner or admin, or if your role has Sync QuickBooks, Import to QuickBooks or Export from QuickBooks.
- To connect, reconnect, switch companies, disconnect or enable QuickBooks Payments you must be the owner, have the Administrator role, or have a role with Manage Integrations (Roles page, Settings group). See Connect QuickBooks.
- You need to be able to sign in to the QuickBooks Online company you are connecting.
The banner says Reconnect QuickBooks
The banner shows Reconnect QuickBooks and QuickBooks stopped accepting our access. Reconnect to keep syncing. This means Intuit refused ClientSynq's access, for example because the authorization expired or was revoked in QuickBooks.
- Go to your Dashboard or QuickBooks Online Invoicing.
- Select the green QuickBooks button in the banner.
- Sign in to Intuit and choose the same QuickBooks company as before.
- Approve the connection. You return to the dashboard, and the banner shows Connected.
Screenshot to come: Dashboard → QuickBooks Online banner showing Reconnect QuickBookspublic/help/troubleshooting/quickbooks-1.png
Your data in ClientSynq stays in place while you are disconnected; it just stops updating.
The banner says Not Connected
No QuickBooks company is connected. Select Connect to QuickBooks in the banner. See Connect QuickBooks.
If you come back to the Dashboard with a message above the banner instead:
- "QuickBooks was not connected: the authorization was cancelled before it finished." The Intuit screen was closed or cancelled. Select Connect to QuickBooks and finish the steps in Intuit.
- "Only an owner or administrator can connect QuickBooks." Your role does not include Manage Integrations. Ask the owner or an administrator to connect.
If you disconnected ClientSynq from inside QuickBooks, you land on QuickBooks Online Disconnected. Select Sign In to Reconnect and connect again from your dashboard.
You see Different QuickBooks Company Detected
You chose a different QuickBooks company than the one this organization used before.
- To keep the old company, select Keep Current Connection.
- To switch, select Switch Company. This clears the synced invoices and payments, analytics data, client portal logins and the convenience-fee item. Sync again to load data from the new company, and invite your clients again. See Switch to a different QuickBooks company.
If you wait more than 10 minutes on this page, you see Session Expired. Select Return to Dashboard and connect again.
A sync fails or invoices are missing
QuickBooks data refreshes every night and when QuickBooks reports a change. To refresh now:
- Select Sync QuickBooks in the banner.
- Wait for Sync Completed! in the progress window.
If the window shows Sync Failed or "The sync did not finish in time", check that the banner still says Connected, then try again. If it keeps failing, contact support and choose QuickBooks Connection.
If an invoice is still missing after a sync, check in QuickBooks that it belongs to the right customer. A client sees only invoices for their own QuickBooks customer.
The banner offers Enable QuickBooks Payments
QuickBooks is connected, but without permission to take payments. Select Enable QuickBooks Payments and confirm. ClientSynq disconnects QuickBooks so you can reconnect with payment permissions. You must have a current QuickBooks Payments account. See Turn on online payments.