If your invoice has failed to generate in your Quickbooks ledger or failed to reconcile after payment is disbursed to you, there may be an error reported by Quickbooks to explain why.
Currently, you can review any Quickbooks errors on the 'History' tab of a Classic Proposal or the Activity log for a proposal created with the New Proposal Editor. For the most common errors, we have documented below why they occur and what you can do to rectify them.
After taking the appropriate actions, try to re-send the invoice if it is un-deployed (if it is an invoice deployment error) - or contact our support team to re-run invoice reconciliation on your account (if it is an invoice reconciliation error).
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The customer you have specified has been deleted. You cannot create or edit a transaction with a deleted customer.
An invoice cannot be created as the client is mapped to a customer in QuickBooks that has been deleted.
This can happen if clients have been incorrectly mapped in Ignition or if your ledger has changed.
Solution:
Go to the client in Ignition and click 'Edit'
Once this is completed, try to re-send the invoice to QuickBooks using the cog next to the invoice on the proposal.
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The name supplied already exists : Another customer, supplier, or employee is already using this name. Please use a different name.
An invoice cannot be created as there is a customer in QuickBooks with the same name as on the invoice attempting to be created.
This can happen if clients have been incorrectly mapped in Ignition.
Solution:
Go to the client in Ignition and click 'Edit'
Once this is completed, try to re-send the invoice to QuickBooks using the cog next to the invoice on the proposal.
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Business Validation Error: Make sure all your transactions have a [Tax] rate before you save.
An invoice cannot be created as there is no tax rate assigned to the items on the invoice.
This can also occur if you have changed QuickBooks ledgers and your new ledger has different tax rates. Please contact our support team if you have changed QuickBooks ledgers recently.
Solution:
Check that you have selected a default tax rate for your account under Settings > Taxes. You can find more information on setting a default tax rate here.
Once this is completed, try to re-send the invoice to QuickBooks using the cog next to the invoice on the proposal.
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Business Validation Error: We're sorry, QuickBooks encountered an error while calculating tax. Try reselecting the tax rate or reentering the product/service item and saving the form again.
An invoice cannot be created as there is no tax rate assigned to the items on the invoice.
This can also occur if you have changed QuickBooks ledgers and your new ledger has different tax rates. Please contact our support team if you have changed QuickBooks ledgers recently.
Solution:
Check that you have selected a default tax rate for your account under Settings > Taxes. You can find more information on setting a default tax rate here.
Once this is completed, try to re-send the invoice to QuickBooks using the cog next to the invoice on the proposal.
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Authorization Failure: Unknown Error during Authentication, statusCode: 500
An invoice cannot be created as the Intuit Authentication access token has expired and you need to re-authenticate with Intuit.
Solution:
Re-authenticate your Intuit credentials in Ignition by going to Apps>QuickBooks.
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QuickBooks: Authorization Failure
An invoice cannot be created as the Intuit Authentication access token has expired and you need to re-authenticate with Intuit.
Solution:
Re-authenticate your Inuit credentials in Ignition by going to Apps>QuickBooks.
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The account period has closed
An invoice cannot be created as the account has been closed to editing on the QuickBooks side so that no further changes can be made to that period.
Solution:
Go into QuickBooks Online and change the "Close the books" date.
Once this is completed, try to re-send the invoice to QuickBooks using the cog next to the invoice on the proposal.
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Permission Denied Error: You do not have the access rights to use this feature
An invoice cannot be created as the QuickBooks account has been authorised by someone who no longer has access to the QuickBooks account.
Solution:
The QuickBooks integration needs to be re-authenticated by a valid QuickBooks administrator.
Go to Apps > QuickBooks and use "Re-Link" - this will ask that team member to re-authenticate the integration.
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Business Validation Error: Select a product or service
An invoice cannot be created as there is no Service included on an invoice item.
Solution:
Check that you have assigned a default QuickBooks service in Apps > QuickBooks under "Settings". Find out more about QuickBooks settings here.
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Invalid Reference Id: Line.SalesItemLineDetail.ItemRef
An invoice cannot be created as it is incorrectly mapped to a QuickBooks Service.
Solution:
Check that you have assigned a default QuickBooks service in Apps > QuickBooks under "Settings". Find out more about QuickBooks settings here.
Check each service in your Ignition Service Library that is contained on the invoice is either set to "default" or mapped to a correct service in QuickBooks. Find more information on Service Mapping here.
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Subscription period has ended or cancelled or there was a billing problem
An invoice cannot be created as your QuickBooks trial or subscription period has ended or cancelled or there was a billing problem.
Solution:
Move off trial or re-subscribe to your QuickBooks plan.
Once this is completed, try to re-send the invoice to QuickBooks using the cog next to the invoice on the proposal.
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Object Not Found: Something you're trying to use has been made inactive. Check the fields with accounts, customers, items, vendors or employees.
An invoice cannot be reconciled as it cannot be found.
This may happen if the invoice has been deleted from QuickBooks or if you have connected a new ledger.
Solution:
First check that you have the correct QuickBooks ledger connected under Apps > QuickBooks.
If so, Re-create the invoice in Ignition from the cog next to the invoice. If the invoice is not automatically reconciled, contact our support team to re-run invoice reconciliation on your account.
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Payment amount mismatch
An invoice can't be reconciled as the payment amount differs to the invoiced amount.
This may occur if a partial payment or credit has been added to the invoice. It may also occur if the tax settings are different on the invoice than the payment.
Solution:
Check that the invoice does not have a partial payment or credit applied.
If it does, you can either manually reconcile the invoice or remove this and contact our support team to re-run invoice reconciliation on your account.
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TxnID Cannot Be Linked
An invoice can't be reconciled as the payment amount differs to the invoiced amount.
This may occur if a partial payment or credit has been added to the invoice. It may also occur if the tax settings are different on the invoice than the payment.
Solution:
Check that the invoice does not have a partial payment or credit applied.
If it does, you can either manually reconcile the invoice or remove this and contact our support team to re-run invoice reconciliation on your account.
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Email Address does not conform to the syntax rules of RFC 822
This may occur when the email address of the contact in Ignition doesn't match in QuickBooks. This may caused by manual update of information from either of the two systems.
Solution:
Check and confirm that the email address for both systems matches. If it matches, contact our support team to check whether there might be hidden characters from the back end that might be causing the error.