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

• 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 Check that your access hasn't been revoked.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.

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

Sync Error

Definition

Troubleshooting Steps

The QuickBooks file is not available.

The Sync Dashboard cannot locate your QuickBooks company file.

1. Close the Sync Dashboard.

2. In QuickBooks, click Edit, select Preferences, and then select Integrated Applications.

3. Select the Company Preferences tab and select all instances from Bill.com and click Remove.

4. Exit QuickBooks and wait 5-10 minutes to be sure that Windows has allowed everything to close.

5. Open the Sync Dashboard, click the company name and select Delete.

6. Close the Sync Dashboard.

7. Open the QuickBooks company file and log in as the Admin user in Single User mode.

8. Re-open the Sync Dashboard as Windows Admin and select the New option and follow the prompts.

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.

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)

• 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.

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

• Check permissions and ensure that the admin can add/edit vendors in Sage.

• Manually adjust the vendor name in Sage. You can merge the two vendors to show as one or mark the duplicate.

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

Ensure that the Web Services User in Sage has been assigned the Admin role with full admin privileges

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:

• Uncheck Billable for that line

If the expense line does need to be billable:

1. Create the expense as a new Item

2. Select Billable for that item

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:

• Open the Company Information page

• Click the Security tab and click the Edit button

• In the Web Services authorizations section, click the Add button.

• In the Sender ID field, enter "bill.com" in all lowercase letters. Then click the Save button.

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.

• Check the permissions of the admin user in Sage

• Open the Sage Intacct integration in Divvy and ensure the Divvy GL Account is selected in the Divvy credit card account field

Transaction is missing mapping for Debit Account

The custom field option selected for the transaction is not mapped.

• View your mapped custom fields

• Ensure the custom field is mapped to your Sage integration