Quickbooks Time Not Syncing with Quickbooks Desktop

Thanks @Williampatrick for letting other customers know about this issue. I have reached out through Private Message to help and get you back on track. We're diligently working on this investigation and have found a workaround so that the two programs can continue to sync in the meantime.

I encourage anyone experiencing this issue to reach out to support by calling 888-836-2720 and tell them you've been affected by INV-00254. 

Thank you for your patience!

I've had numerous issues with the change from TSheets to QB time.  My employees can't login on their phones - app requires them to have email addresses and many do not.  Can't sync files from Quickbooks to QBtime and today's issue - all my OT rules were wiped out of QB time.  I've spent hours this week on hold for chat and the phone trying to get assistance.  No one can tell me what's going on or why we are having so many issues.  The only notice I was given was a letter stating employees would have to update their app.  When I called, they couldn't provide any instructions or tell me when it would happen.  I was told in the next 6 months.  I've spent more time on hold or the phone either with QB or my staff trying to help them navigate the app and getting the software to function.  SO VERY FRUSTRATING!!

​​​​​​Thank you for coming to the Community and letting us know about your experience, @kimbuc. 

I understand the transition to new Intuit logins hasn’t been smooth for everyone. The reason for this transition is to offer improved security and make sure that you and your employees feel safe with Intuit and confident your personal information is secure. I’ll make sure that the team is aware of your experience and that the communication around these changes could've been more clear. We definitely want this process to be smooth for our customers.

I'd like to make sure we resolve all of your current issues together, if possible. I see your account is already added to INV-00254 and that you're syncing successfully with the web connector while this is getting worked on. If that's incorrect, please let me know.

You also mentioned issues with your Overtime rules but I'm unaware of any ongoing issues with OT rules being wiped without notice. I'd be happy to look into this further if needed.

Thanks for your time and patience. We're always here in the Community to help in any way we can.

This is not working properly!  Help!

I was having the same problem.  In QuickBooks Time, at the top, I clicked on the "QB QuickBooks" symbol and it brought up the option to "Clear Company File Path"  clicked on that with my QuickBooks company file open and cleared the path.  Went to my QuickBooks company, under the App Management,  update Web Services and it reconnected and sent all my information over.  After weeks of messing with this, I hope this helps someone else too.

We are hugely disappointed in QuickBooks Time. It was better as T Sheets. QBT did not announce that they were making a change to the Time/Desktop interface so that ONLY the Desktop Admin would be able to sync Desktop & Time. Apparently, they didn't even tell their own customer service team. Over the last 8 days I and my client's staff have had no less than 6 conversations with customer service and used up more than 8 hours of work time trying to fix something that was taken away without telling anyone. We've been given a $20 reimbursement for a month of Time but that hardly compensates us for the waste of our time and productivity. The payroll manager now has to have access to the Admin password and privileges in order to do a task that used to take less than a minute. She didn't have full access to Desktop for a reason and now there is no way to separate the duties in Desktop where sensitive (non-HR) information is available. Neither the change itself nor the rollout of it are acceptable. Poor [customer service rep] had to be the messenger (and, no, we did not kill the messenger).

Thank you for coming to this thread @Blue-River and sharing your experience. I completely understand your frustration with recent changes and how it's impacted your business.

Our team takes this feedback seriously and I want you to know I can get this information into the right hands so that we can improve communication around updates in the future. 

Thank you so much for your time and kindness to our support agents, it's truly appreciated. 

I am having the same problem.  I added a timesheet manually on the Desktop and it doubled my time on my phone app only.  

Good morning, @Seltri76. 

Congrats on making your first post here in the Community and joining in on this thread. I can give you some details. 

If you're having the same issue as the other users on this thread, I recommend contacting our Customer Support Team so they further assist you. They'll be able to use a screen share and other tools to help resolve this issue. 

All you need to do is review this guide to see which method you'd like to use when trying to get in touch with our support team: Contact QuickBooks Time support.

Let me know how it goes. I want to ensure that you're able to get back to running your business. Best wishes! 

We are having the same problem. I don't have access to payroll and I shouldn't have, bc my job is invoicing, but I am not able to do my job bc I can't use the QB time. I called them couple days ago and they said that they will work on it. Here I am waiting...  not able to do my work. So frustrating.

Hey there, @mall. 

Thanks for reaching out to the Community for support. 

I took a look into your cases and see that there were some issues syncing QuickBooks Time to QuickBooks Online. Is this still the case? If so, an admin on the account will have to initiate the sync while the engineering team works on the issue. 

I also see you're having issues not being able to use QuickBooks Time. Are there any other issues with your access? Such as not being able to login or track time? If so, we'd love to look into it further. We just need more details on what's going on. 

Please reach back here and keep me updated. I look forward to working with you soon. Take care! 

I'm in the same boat!  Employees that can't log in and now I can't sync.  Tech support tells me they're "working on it!"  So frustrating.  I got this system to simplify payroll and this is making things way more complicated.  Just go back to the way it was before the updates or even before it became "Quickbooks Time".

Well, it's very disappointing to come on here and see that people have been having these issues since April.  I have employees who can't log in to the mobile app, and now this week I can't sync Time to Quickbooks to even do payroll!  I had to do it all manually which completely defeats the purpose.  All customer service could tell me is that they are working on it.  All this has happened since it became Quickbooks Time.  Please go back to the old Intuit TSheets!

Hey there, @SDBrady. 

Thanks for following the thread and sharing your concerns with us. I understand how frustrating it is to manually sync. It's our goal to ensure QuickBooks Time is quick and makes this process as easy as we can for our users. 

I was able to take a look at your account and see that you've been added to this recent investigation and will be receiving updates through email.

At this time, there isn't a workaround but please know that our team has found the cause of the issue and will be releasing a fix as soon as possible. The email sent out will include the steps needed to resolve the sync. 

In addition, I see that you've mentioned an employee is having issues logging in. While looking into your account I see where you recently had a conversation with one of our chat agents and they gave you some troubleshooting steps. Has your employee logged in successfully yet? We'd love to hear how that's going and if you need further support for this concern. 

Please let me know if you have further questions or concerns. I will be here every step of the way. Take care! 

We're having the same issue with qbd and qb time not syncing.  Please add me to the email list to receive updates on this issue.  Thanks.

Hey there, @kgrover. 

Thanks for following the thread and letting us know that you are also affected by this syncing issue. 

To be added to the list of affected users, you'll need to contact our Technical Support Team. From there, an agent will create a case and document that you are having this issue, and add your case to the list of affected users. Then, you'll receive email updates as the user above. 

I've included the link to contact support below. 

• Contact QuickBooks Time Support

Please don't hesitate to let me know if you have additional questions or concerns. Take care!

We are having the same issue and have been for some time for what I can understand.

Having to manually enter time in QuickBooks is very time consuming and frustrating. Need help ASAP getting this sorted. 

Welcome to the Community, carlywinters. I appreciate you joining this thread and letting us know that you're also encountering this error.

I've reviewed the investigation and can confirm our engineers are doing everything they can to provide a solution. Currently, I'd recommend getting in touch with our QuickBooks Time care team. They'll be able to pull up your account in a secure environment, conduct further research, and add you to our list of affected users. Once you're listed as such, you'll receive email communications about what's going on with the situation.

You'll be able to get in touch with them using any of the options available on our Contact page. Also be sure to review their support hours so you'll know when agents are available.

If there's any questions, I'm just a post away. Have a fantastic day!

I am having the same issue with Syncing - says my email or user name doesn't exist.  I have spoken to customer service who sent me to Quickbooks desktop.  So far all I get is this is a known issue that there is no resolution.  This worked fine for me at the end of June - what happened after that - why don't you roll back the change that was made?

Hello, @scandela19.

Thanks for following the thread and sharing your concerns.

The issue you're experiencing sounds like it may be a bit different than others on the thread. Just so I can understand the error that you're receiving better, would you mind sharing a screenshot of it here? Once I read through the error and gather additional details, I can justify the next move we can make to get everything back in order.

 I'll be sure to keep an eye out for your reply and look forward to chatting with you soon. Take care!

I am having that EXACT issue!

Thank you Summit Books! You just saved me HOURS of time with QBtime and QB!!

Good afternoon, @gretchenv. 

Allow me to help and share some information about syncing your QuickBooks Desktop with QuickBooks Time. 

First, let's ensure of two pin points so that we can narrow down the cause of the error: 

• Sign in with the master admin credentials
• Make sure that the credentials you're using can get you logged into the accounts.intuit.com link. 

If these work and you're still experiencing the error, then you'll need to contact our support team. We'll need to see if you're a part of a particular investigation (INV-00254). Cruise on over to this guide to get a direct phone number or use the steps to start a chat: Contact QuickBooks Time support.  

I see you contacted support recently but don't see any details as to how that interaction went. Would you mind letting me know if they were able to solve your problem? I want to make sure this is taken care of for you. I'll be back around shortly!

I have spent 7 hours on CHAT and phone calls with both QBT and QBD, only to be hung up on by Tier II support at QBD.  I am having the same exact issue with Syncing as others are having.  I tried clearing the path and re-connecting, but it fails.  

QB support (Simon?), you sound like you care, but why are so many people having to deal with the same issue, yet support at both QBT and QBD seem to be unaware and unable (or unwilling) to assist??