QuickBooks Online troubleshooting tips.
When syncing Rocket Matter data to Quickbooks online you may encounter errors from time to time. We have listed some of the most common errors below, along with how to resolve them for your convenience!
Please note: This integration is only supported for customers residing in the United States.
1. How do I undo my sync?
a. Click on 'Tools' in the left-hand navigation panel, then click 'Configure Quickbooks Online'.
b. Click on the '+' sign next to the sync you wish to undo.
c. Click on 'Undo this Sync'.
*Undoing the sync will back out all of the data that was sent to QBO at that specific sync time. You may then make your corrections in Rocket Matter and sync again when ready.
2. Why do I have duplicate clients?
This usually occurs because a client in Rocket Matter has the same name as a client in QuickBooks. Or, there are two clients of the same name in Rocket Matter. To resolve this issue, you can either change the display name of the customer in QuickBooks OR change the name of the client in Rocket Matter. To do this in QuickBooks, click on the name of the customer, and then click 'Edit' which will open a window where you can change the customers displayed name. In Rocket Matter, navigate to the duplicate contact record and click 'Edit'.
3. I am getting an error message that says 'Unknown Error Occurred'.
'Unknown Error Occurred' is due to an invalid email format. The format of the email address does not meet the standard of the email address accepted by QuickBooks. To resolve, search for the specified contact(s) in Rocket Matter and look for any special characters or spaces near special characters in the email address. Edit the email address and re-sync.
4. I am getting an error message that says 'Client- Unknown Error Occurred'.
'Client- Unknown Error Occurred' is due to the client having no matter attached or a modified contact in QBO. Simply add a matter to the client or amend the contact in QBO.
5. If the error message you receive is none of the above, it may be due to a syncing error in Intuit.
Navigate to https://outage.report/quickbooks-intuit to check the Quickbooks Online sync status.