If you see a specific message while using your QuickBooks Online integration, this article explains what it means and what to do about it.
Key tips
Only staff members with the Configure QuickBooks Online settings permission enabled can access this integration.
You'll need to have already set up your QuickBooks Online integration for these messages to apply.
My QuickBooks connection isn't working
If any of these messages tell you to reconnect, see QuickBooks Online integration.
Reference code | Message | What to do |
|---|---|---|
AUTH-EXPIRED | "Your QuickBooks connection has expired. Reconnect to resume syncing." | Disconnect your QuickBooks account, then connect it again. This message also appears if your QuickBooks access was removed or revoked. Reconnecting fixes both. |
AUTH-DENIED | "Your QuickBooks account no longer has permission to sync. Reconnect using a QuickBooks user with admin access." | Disconnect your QuickBooks account, then connect it again using a QuickBooks user with admin access. |
AUTH-COMPANY-MISMATCH | "This QuickBooks company is different from the one you previously connected. Continue with the new company (you may need to update your mapping) or reconnect to the original." | Choose whether to continue with the new company or reconnect to the original. If you continue with the new company, check your mapping afterward. |
AUTH-EXPIRY-WARN | "Your QuickBooks connection needs to be renewed by [date] to keep syncing without interruption. Reconnect now to avoid disruption." | Disconnect your QuickBooks account and connect it again before the date shown to avoid any interruption to your sync. |
SUB-QBO-LAPSED | "Your QuickBooks Online subscription has a billing issue. Contact Intuit to resolve it, and syncing will resume automatically." | Contact Intuit to resolve your QuickBooks Online billing issue. Syncing resumes automatically once it's resolved. |
A transaction didn't sync
Reference code | Message | What to do |
|---|---|---|
MAP-ACCT-NOT-FOUND | "The QuickBooks account assigned to this transaction is no longer available. Update your mapping and resync." | Update your mapping, then resync the transaction. If your account mapping looks correct, also check that the customer, item, and tax code on this transaction still exist and are active in QuickBooks. |
MAP-TAX-MISSING | "This transaction is missing a tax code. Update your tax mapping and resync." | |
MAP-PAY-MISSING | "This transaction uses a payment method that is not mapped to QuickBooks. Update your payment method mapping and resync." | Update your payment method mapping, then resync the transaction. |
MAP-TYPE-MISMATCH | "The QuickBooks account assigned to Cash, Visa does not work for this type of payment. Update the mapping to use a bank account and resync." | The message lists every payment method on the transaction, because QuickBooks doesn't say which one failed. Check each listed payment method in your mapping. Payment methods like Cash and Visa need a bank account, and gift cards need a liability account. Update whichever method has the wrong account type, then resync the transaction. |
ITEM-ACCT-MISSING | "The QuickBooks account for [item name] is no longer available. Transactions for this item are using your default account until you update the mapping." | Update the mapping for that item. Until you do, transactions use your default account instead. |
TAX-AGENCY-INCOMPLETE | "The QuickBooks tax code "GST, PST" needs additional setup in QuickBooks. Complete its setup, then refresh and re-select in your mapping." | Complete the tax code's setup in QuickBooks, then refresh and re-select it in your mapping. If several tax codes are listed, check each one in QuickBooks. Only one of them may be the problem. |
SYS-UNKNOWN (followed by an 8-character ID) | "Something went wrong syncing this transaction. Contact WellnessLiving support. Reference code: SYS-UNKNOWN-ED33D081." | Resync the transaction once. If it still fails, contact WellnessLiving Support and quote the full reference code, including the 8-character ID. |
None | "QuickBooks is temporarily unavailable. This transaction will resync automatically." | Wait a little while, because syncing retries on its own. After three failed attempts it stops retrying, even though this message still shows. If the transaction is still listed after several attempts, resync it manually. If it still fails, contact WellnessLiving Support. |
VAL-AMT-ZERO | "Something went wrong syncing this transaction. Contact WellnessLiving support. Reference code: VAL-AMT-ZERO." | This message appears when QuickBooks rejects a transaction's amount, for example because it is zero or negative. Contact WellnessLiving Support and share the reference code VAL-AMT-ZERO. |
I'm seeing a warning in setup or on my QuickBooks page
Reference code | Message | What to do |
|---|---|---|
MAP-ACCT-MISSING | "A QuickBooks account used for mapping is no longer available. Update your mapping to keep transactions organized." | Update your mapping. |
MAP-AST-DETECTED | "Your QuickBooks Online account uses Automated Sales Tax. QuickBooks will calculate tax based on its own settings, which may differ from your WellnessLiving tax rates. Verify your tax settings in both systems before activating." | Verify your tax settings in both WellnessLiving and QuickBooks before activating. |
MAP-PLAN-LIMIT | "Your QuickBooks plan does not include location tracking. Location tagging is paused. Upgrade your QuickBooks plan to enable it, or continue without location segmentation." | Upgrade your QuickBooks plan if you want location tracking, or continue without it. |
A QuickBooks item or customer already exists
Reference code | Message | What to do |
|---|---|---|
DUP-ITEM-EXISTS | "A QuickBooks item named [item name] already exists. Use the existing item, or create a new one with a different name (WellnessLiving will add (WL) to make it unique)." | Choose whether to use the existing item or create a new one. |
A payment plan transaction has an issue
Reference code | Message | What to do |
|---|---|---|
PLAN-INVOICE-MISSING | "The original payment plan invoice could not be found in QuickBooks. Resync the first installment for this plan, or contact WellnessLiving Support." | Resync the first installment for the plan. If that doesn't resolve it, contact WellnessLiving Support. |
PLAN-PAYMENT-FAILED | "The first installment for this payment plan needs to be resynced. Resync now, or contact WellnessLiving Support if this continues." | Resync the first installment. If the issue continues, contact WellnessLiving Support. |
I'm migrating from Finance (Autymate)
Reference code | Message | What to do |
|---|---|---|
MIGR-DOUBLE-CONNECT | "This QuickBooks company is currently syncing with the legacy Finance integration. Disconnect Finance in WellnessLiving before activating the native QuickBooks Online integration to avoid duplicate transactions in your books." | Disconnect your Finance (Autymate) integration before activating QuickBooks Online. |
MIGR-ITEMS-EXIST | "Items from the legacy Finance integration were found in your QuickBooks account. Use the existing items to keep your historical data connected, or create new items for the native integration (recommended for a clean start)." | Choose whether to use your existing Finance items or create new ones. |