If you see errors when syncing transactions with the NetSuite, QuickBooks Online, or Sage Intacct accounting integration in Divvy, use the tables below to find what these errors mean and how you can troubleshoot them.
Table of Contents
NetSuite Integration Sync Errors
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. | |
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. |
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Transaction synced successfully, but attachment was not able to sync. | The receipt file attachment is an incompatible file type. |
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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. |
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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 Check that your access hasn't been revoked.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. |
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 |
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QuickBooks Desktop Integration Sync Errors
Sync Error | Definition | Troubleshooting Steps |
The QuickBooks file is not available. | The Sync Dashboard cannot locate your QuickBooks company file. |
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Your Bill.com/Divvy login information has changed. Update your Sync profile. | Sync Dashboard is asking for credentials/sync token every time it’s opened. | If your devices are using Right Networks, reach out to them and request that they save the login credentials. |
QuickBooks Online Integration Sync Errors
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
Merchant Used as Company Name
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Failed fetching existing purchase for comparison | The integration between Divvy and QuickBooks Online needs to be re-authenticated |
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. |
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Invalid account type | The Divvy account within QuickBooks Online is not set up as a Credit Card account type |
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Sync Pending | Typically occurs when a high volume of transactions are synced at once |
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Account period has closed | The books have been closed within QuickBooks Online for the period of time when the transaction(s) took place |
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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 |
Note: As long as you are using the same company in QuickBooks Online, your integration mappings will be remembered. |
Sage Intacct Integration Sync Errors
Sync Error | Definition | Troubleshooting Steps |
Card transaction could not be synced because related vendor(s) didn’t sync | The Web Services user for the integration does not have adequate permissions | Ensure that the Web Services User in Sage has been assigned the Admin role and that admins have permissions to edit/add vendors in Sage. |
CardTransaction could not be synced because related Vendor(s) didn’t sync | Error type: MissingRelatedObject | The vendor is syncing either as a duplicate or improperly |
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Credentials Invalid, Please contact Support | N/A | Contact Divvy Support for assistance |
Divvy is not authorized to execute this function | Error type: Manual fix | The Web Services user for the integration does not have adequate permissions | |
Invalid billable options you have to select a valid customer if you want a line to be billable | The Customer/Job: Billable box is checked on an expense line, but an Item hasn't been selected | If the expense line doesn't need to be billable:
If the expense line does need to be billable:
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Sage intacct sync not detected in bill.com | Bill.com has not been connected in the Web Services User section of Sage. | In Sage Intacct:
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The account number XXXXX requires a 990EXP | Error type: Manual Fix | The transaction must be manually uploaded to Sage. | No troubleshooting available. Transaction must be manually uploaded. |
The credit Card ‘Divvy CC Object’ is not valid. | Error type: ManualFix | There is an error with the credit card object selected for the Sage integration. |
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Transaction is missing mapping for Debit Account | The custom field option selected for the transaction is not mapped. |
If you have additional questions or need help with using Divvy, please view our other Help Center articles or contact the Divvy Support team.