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QuickBooksHelp
Intuit

Troubleshoot QuickBooks Online issues

Having issues with your QuickBooks Online integration? Here are some common errors and how to fix them.

Contacts push limitation

The QuickBooks Online system has a known limitation that doesn’t allow 2 individual contacts with the same name to be pushed through to QuickBooks.

For example, in QuickBooks, there exists a contact with the name John Doe with the email johndoe@onesaas.com.

When integrating with another system, QuickBooks Connector gets another John Doe contact, however with a different email address and contact details (johndoe2@onesaas.com).

Because of this, QuickBooks Connector will treat both John Doe records as separate contacts. However if we try to push the new John Doe into QuickBooks, the QuickBooks API rejects this on the basis that the name is a duplicate.

When this happens, we'll automatically append the second contact with a '-1' (John Doe-1) to send it through to QuickBooks Online.

Invoice rounding error

There is currently a known limitation with the QuickBooks Online system, where we sometimes run into calculation errors when dealing with tax codes.

For example, QuickBooks Connector receives the following data from the e-Commerce system:

The unit price for the item is $14.90 with 10% GST already applied. When we push this to QuickBooks Online, we are asked for an excluding tax total. We then calculate this by $14.90 divided by the GST amount. This comes to $13.545454...

However, we can’t give that sort of tax total over to QuickBooks Online, so we have to narrow this down to 2 decimal places.

As a result, the ex-tax total is rounded to $13.55. We try to assign 10% GST on top of the excluding tax total ($13.55 plus 10% GST is $14.905).. Then, we need to reapply rounding to get $14.91. As you can see, there is a $0.01 discrepancy in the total.

This may also occur with payment gateway fees such as eBay fees posted that have tax included.

 For now, we have reached out to QuickBooks Online about this, and hope to find a solution.

Inventory starting date error

We sometimes get an error message that says “We were unable to send transaction(s) to QuickBooks Online because the transaction date is prior to start date for an inventory item in the transaction.”

This error is being reported by the QuickBooks Online system directly and isn’t something we can control.

It looks like the items you created in QuickBooks Online have an inventory start date later than the invoices you are trying to push through.

For example, if invoice ABC123 is dated 3rd June 2014, all items in the invoice should have a starting date earlier than 3rd June 2014.

You may need to delete the item in QuickBooks Online and then recreate it. If you do that, contact QuickBooks Connector Support so we can adjust QuickBooks Connector for this.

This can also happen in reverse, where we're unable to push an item if invoices containing the item already exist in QuickBooks Online with an invoice date after the inventory start date of the item.

Currency limitation

There is a limitation where one customer can’t order in multiple currencies. Consider the following scenario:

  1. Customer makes a sale in AUD.
  2. We add the customer to QuickBooks Online with AUD as their default currency.
  3. Customer makes another sale in USD.
  4. We hit an error as this isn’t the customers default currency.

We're currently working on a way to handle this better. For now, be aware that the above scenario can occur if a customer orders twice in different currencies. You have to process any invoice that hits this limitation manually.

Product name field limitation

The QuickBooks Online system has a known limitation that doesn’t allow 2 separate products to have the same name.

There’s also an optional SKU field that allows multiple products to have the same SKU. This behaviour between the product name and SKU fields seems to be opposite of each other. Most other systems tend to treat the SKU field as unique for products, with the name being allowed to be duplicated.

Sales receipts synchronisation

If you are syncing orders into your QuickBooks Online and you select to send them as sales receipts, note that they are dependent on payment data.

Orders will only be sent to QuickBooks Online when the order has been paid in the source system. Unpaid orders can’t be sent as sales receipts to QuickBooks Online.

Support for bundle items

Currently, the QuickBooks Connector integration doesn’t have proper support for integrating with QuickBooks bundle items.

Our development team is already working on this issue. To help us prioritise this feature, upvote and comment here.

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