Accounting Integration Sync Errors Troubleshooting Guide

Sync Error

Definition

Troubleshooting Steps

The transaction is missing a required tag that is mapped in the NetSuite integration.

The custom field option for this transaction hasn’t been mapped to your NetSuite account.

• Map the custom field option from your Integration settings

OR

• Delete the custom field option

Vendor record failed to create with a duplicate name error. Please check if the vendor exists in NetSuite. If it does, ensure your subsidiary can use it.

Vendor does not have access to the necessary subsidiary.

1. Open your Vendors list within your NetSuite account

2. Find the vendor

3. Add the necessary subsidiary to the vendor

Transaction synced successfully, but attachment was not able to sync.

The receipt file attachment is an incompatible file type.

• Replace the receipt file with a lower resolution image.

• In NetSuite, open your General Settings and uncheck the Hide Attachment Folder option. This can take up to an hour to take effect, but they should be able to re-sync their transactions once done to see if that fixes the error.

Bad request: ERROR|USER_ERROR|The transaction date you specified is not within the date range of your accounting period.

The books have been closed within NetSuite for the period of time when the transaction(s) took place.

1. In NetSuite, re-open the books for the time period associated with the transaction.

2. Resync the transaction.

Authentication with NetSuite failed. Check that your access hasn't been revoked.

The user who initially set up the NetSuite connection has likely had access revoked or changed their password.

1. Open Divvy in a web browser.

2. Navigate to the Integrations page.

3. Delete the existing QuickBooks Online integration.

4. Click the Configure button.

5. Follow the steps to configure the integration again.

Note: As long as you are using the same company in QuickBooks Online, your integration mappings will be remembered.

Bad Request: ERROR|DUP|VENDOR_NAME|There is already a vendor using that entity name.

There is a conflict with the subsidiary or vendor name

• Make sure the vendor is available in the desired subsidiary.

OR

• Make sure you do not have multiple vendors with the same name but different cases.

Sync Error

Definition

Troubleshooting Steps

The name supplied already exists: Another customer, vendor, or employee is already using this name. Please use a different name, customer, vendor, or employee

This merchant already exists in QuickBooks Online

OR

The merchant may also be used as a customer name within QuickBooks Online

Merchant Already Exists

• Locate the merchant in QuickBooks Online and rename the vendor. Then attempt to re-sync the transaction.

Merchant Used as Company Name

• Search your customer list in QuickBooks Online for similar names to the merchant. If there is a match, update the name and try re-syncing afterward.

Failed fetching existing purchase for comparison

The integration between Divvy and QuickBooks Online needs to be re-authenticated

1. Open Divvy in a web browser.

2. Navigate to the Integrations page.

3. Delete the existing QuickBooks Online integration.

4. Click the Configure button.

5. Follow the steps to configure the integration again.

Note: As long as you are using the same company in QuickBooks Online, your integration mappings will be remembered.

Invalid file format

QuickBooks Online does not support syncing with High-Efficiency Image Container (HEIC) files. This impacts users uploading screenshots or photos from devices running iOS 11 or later.

• Edit your iPhone setting to save images in a different format. (Settings > Camera > Formats > Check most compatible or preferable instead of High Efficiency)

OR

• Download the attachment directly from your Divvy transaction and re-upload the image. This will attach the file in a format that can sync with QuickBooks Online.

Invalid account type

The Divvy account within QuickBooks Online is not set up as a Credit Card account type

1. Navigate to the Accounting list within QuickBooks Online.

2. Locate the Divvy account.

3. In the Account type field, select the Credit Card option.

4. Re-sync the transaction.

Sync Pending

Typically occurs when a high volume of transactions are synced at once

1. Transactions can take up to two hours to finish syncing.

2. Try re-syncing just one transaction, which should trigger a resync of any other pending syncs

3. Refresh the screen to see if the sync status changes

Account period has closed

The books have been closed within QuickBooks Online for the period of time when the transaction(s) took place

1. Re-open your books in QuickBooks Online for the time period related to the transaction

2. Re-sync your transactions in Divvy.

There was an Authorization Failure. You do not have access to use Quickbooks Online Plus

The integration token has expired and needs to be refreshed

1. Open Divvy in a web browser.

2. Navigate to the Integrations page.

3. Delete the existing QuickBooks Online integration

4. Click the Configure button

5. Follow the steps to configure the integration again.

Note: As long as you are using the same company in QuickBooks Online, your integration mappings will be remembered.