Quickbooks FAQs / Troubleshooting

I’m a beginner; what settings should I update in Quickbooks (QB)?

  • If you are brand new to Quickbooks, we recommend going to the Intuit Quickbooks' website for tutorials on getting started and getting your company set up in Quickbooks software.
  • If you are required to collect/remit sales tax, then you will need to get Sales Tax set up in Quickbooks. Again, see Quickbooks' website for help.
  • Other than the above, you won't need to make any other updates to QB in order to start the IO / QB integration. See steps on how to initially connect QB Online or QB Desktop.

What things does the software (IO) / Quickbooks (QB) integration do?

  • Creates / updates Customer Records in Quickbooks (from IO Customers)
  • Creates / updates Invoices in Quickbooks (from IO Leads)
  • Creates / updates Payment records in Quickbooks (from payments made on IO Leads)
  • Creates Products under Products & Services in Quickbooks (from your inventory items in IO)
  • Creates Discounts under Products & Services in Quickbooks (from your Discounts on Leads in IO)
  • Creates a standard account structure in Quickbooks to properly categorize and record information (accounts are created for each line item on a Lead and sub accounts are created for each rental item, but these accounts are not created until they are needed by an invoice that is being imported).   Some examples of accounts created in the QB Chart of Accounts are: Rental Income, Delivery Fees, Rental Items, Staff Costs
  • Creates a sales tax account each sales tax rate and is named after the rate.

What does the IO / QB integration not do?

  • Does not import refunds or negative payments from IO into QB (however this might be a future enhancement)
  • Does not delete any records from your QB file. If an event cancels, you will have to manually remove the corresponding invoice and payments from your QB file as necessary. The pre-saved Lead Filter titled "Delete from QB" will show you records that are in QuickBooks that need deleted.
  • Does not override changes you make to a Product's accounting category.

Which records get imported or updated in Quickbooks (QB)?

  • The imports into QB are triggered by Leads. When a Lead is imported, the Customer record and Payments are also imported. If something with the Lead or Payment is changed, these records will be updated in your QB file.
  • The Sync Start Date will default to the date/time that you connected IO to QB. This means the records imported into QB will only be on Leads that have a start date after the Sync Start Date (and have either a payment received OR a certain Lead Status).
  • Any Lead with a payment associated with it, or any Lead in certain Lead Statuses will be imported into QB.
  • IO defaults to send certain Lead Statuses into QB. The default statuses are: Confirmed, Completed

What if I have older Leads that I want to get imported into Quickbooks (QB)?

You can backdate the Sync Start Date (or set the date in the future, if desired).

How can I tell if a Lead / Payment / Customer imported into Quickbooks (QB)?

When a Customer Record or a Lead or a Payment is imported into Quickbooks, a little QB icon will appear in IO next to that record. You can click this icon to be taken directly to the record in Quickbooks. 


What if records or updates I made in IO are missing in QB?

If the QB link (little QB icon) is not on the Customer, Lead, or Payment record in IO or if the updates you made haven't imported yet, you should either:

  • Give it more time to import (it can take up to 1 hour for QB Online or up to 5 hours for QB Desktop)
  • QB DESKTOP edition only - you can review queued items (go to Settings, Quickbooks, click on your QB integration, click Show Queue). After the QB Web Connector runs completely, these items will be removed from the queue.
  • Review the Log for errors (go to Settings, Quickbooks, click on your QB integration, click Show Log).  The log only contains a limited number of the latest entries and is helpful for troubleshooting. It will also explain some of the errors and how they have corrected themselves.

What if the IO record imported into QB, but is now missing from QB?

If you click the QB link (little QB icon), but the Customer/Lead/Payment isn’t in QB, that means that someone deleted it manually from your Quickbooks account (you can look at your audit log in Quickbooks for further research). You can manually re-create it in QB. Or if you need it to be imported into QB again automatically, you will have to contact our Support team.

How can I tell if the record in QB came from IO?

In QB, you will see the memo “Imported from IO” on all Customers, Invoices, or Payments that were imported from IO.

What account are Payments posted to in QB?

All Payments imported into QB are in the “Undeposited Funds” account.

How often does the import/sync run?

  • QB ONLINE - IO imports records every hour.
  • QB DESKTOP - IO queues records for import every hour. The QB web connector activates the software QB App every 5 hours to import these queued records.  You can change how often the import runs by changing the time inside the QB Web Connector. 

Do I need to have Quickbooks (QB) open in order for the import to work?

  • QB ONLINE - No.
  • QB DESKTOP - No, but if you have a different QB file open when the QB Web Connector runs, it will fail.

What should I do when the QB Web Connector fails?

  • QB ONLINE - QB Online does not use the QB Web Connector App.
  • QB DESKTOP - Error messages are shown in the QB Web Connector. If you see an error message, run the QB Web Connector manually until they clear out. Most of the time these errors will correct themselves. To run the software App sooner than 5 hours, change the time inside the QB Web Connector. To force it to run on demand, select the software App in the QB Web Connector and then choose 'run selected'.

Can I change which Lead Statuses will push into Quickbooks?

Yes, you can update IO to push records into Quickbooks for whichever statues you want. To do this:

  1. In IO, go to Settings (gear icon)⚙
  2. Click "Lead Statuses"
  3. Select whichever status you want to update
  4. Check the box next to "Send Leads in this Status to Quickbooks"

Why does the import/sync override edits I made in Quickbooks (QB)?

Any changes that need made to something IO imported should be done first in IO. Changes made in QB can potentially be overridden by the data in IO, if an update to that item is triggered in IO.  Updates are triggered by changes to a Lead that has already been imported into QB.

What things can I edit in Quickbooks (that won’t be overridden by the next import/sync from the software)?

Anything related to your Chart of Accounts in Quickbooks (QB) will not be overridden. IO initially adds a few income accounts to QB for purposes of linking your inventory (Products in QB) to those income accounts, however you can safely edit the Products in Quickbooks to change the income account to whatever you like.

How can I edit the Quickbooks income account for my products and services?

  1. In Quickbooks, go the Settings (gear icon), then click on Products and services (under Lists).
  2. Find the products you are looking for.
  3. Click Edit.
  4. Change the Income account to whatever you would like it to be for the future. IO will never override any changes you make to the income account. 

Why do I have a some duplicate Customer records in QB from IO?

When importing customer records, the software first tries to find a match that already exists in your QB account. If it cannot, we create a new record. If there is a conflict we cannot resolve, we append "_IO" to the customer name. We use the organization name if it exists and otherwise the first and last name of the customer as the display name in QB.

I accidently added Quickbooks Desktop in IO, when I actually only have Quickbooks Online. How do I fix this?

Follow the steps to connect IO and QB Online. You can’t remove the Quickbooks Desktop integration, but we recommend that you just rename it to “inactive” or something that makes sense to you.

What if payment is associated with the wrong lead in Quickbooks (QB)?

Just update it in QB. There is a setting in QB where it indicates that all payments should apply to oldest unpaid invoice first, but this is a setting we recommend that you turn off. To do this in Quickbooks Online, go to Settings (gear icon) ⚙, click Account and Settings. Then click Advanced. Look for the setting called "Automatically apply bill payments" and turn it off.

What if Sales Tax is mismatching?

  • You may need to set up sales tax in QB first.
  • If the sales tax is off due to rounding differences (pennies) - in the IO lead, add in two discounts, one taxable and one non-taxable for the same amounts, make one negative and one positive. Adjust until you get the two systems to match.  Make sure the total still matches. Save your change and allow time for QB to be updated by IO.

What to do with this error message on the Log in IO for Quickbooks integration: "QuickBooks error message: You cannot pay more than the amount due."?

Compare what the invoice in Quickbooks looks like compared to the Lead in IO.  You can open up the Lead (by clicking on the Payment ID link in the Log).  Once you identify the issue, you can edit the Lead or the Payment accordingly, and Save. Allow some time (up to 1 hour for QB Online and up to 5 hours for QB Desktop) to see if it imported into QB. If this error is occurring due to a sales tax mismatch, see prior FAQ on “What if Sales Tax is mismatching?”

What to do with this error message on the Log in IO for Quickbooks integration: "3140: There is an invalid reference to QuickBooks Item Sales Tax "" in the Invoice."?

Possible solution: If you use counties to pay sales tax, the leads might be failing to import because they do not have a venue county set (or it was incorrectly entered:  for example, if someone had typed in “Robeson county” in the Venue County field, but the proper entry in this field was “Robeson”).  To correct it, on the Lead, under Venue address, click at the end of the Event Street address and select the match shown. The system will automatically populate the Venue County. Be sure to click Save.  

What to do with these error messages IO for Quickbooks Desktop integration: "The QuickBooks administrator must grant an application permission to access a QuickBooks company data file for the first time."  or "The QuickBooks administrator can grant permission for an automatic login through the Integrated Application preferences."

In order to grant permission for IO to connect to Quickbooks Desktop, follow these steps:

  1. Note: you have to be an Admin user in Quickbooks Desktop to update the settings.
  2. In QuickBooks Desktop, go to Edit menu, then select Preferences.
  3. Select Integrated Applications, then go to Company Preferences tab.
  4. If more than one application is listed, select the software and select Properties.
  5. On the Access Rights tab, take note of the name in the "Login As" field and clear the "Allow this application to read and modify this company file" checkbox.
  6. Select OK to save the changes.
  7. Follow steps 2 to 6 again, but this time, select the "Allow this application to read and modify this company file" checkbox.
  8. In the "Login As" field, select the name that was previously used. Select OK twice.
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