There are a few reasons that you receive a QuickBooks Online sync error alert on your Sales Dashboard. This article explains how you can fix the most common reasons for these errors.
Action Required: Heartland Retail is unable to sync with QuickBooks Online due to an authentication error
For this error, the connection to QBO needs to be reestablished.
Click the “Settings” link in the top navigation menu.
Click the “Integrations” link in the left navigation menu.
Click the “Quickbooks Online” link on the Integrations page.
Click the “Disconnect” button in the configuration section under the status tab.
You will then need to reconnect your Quickbooks Online account following the same steps as above, except step 4 is: "Click the 'Connect to Quickbooks Online'” button in the configuration section under the status tab and follow the prompts in the popup window to complete the connection. You will need your QBO credentials for this step. Once you have reconnected, you will need to do the following:
Click the “Settings” link in the top navigation menu.
Click the “Financial” link in the left navigation menu.
Go to the "Financial Event" tab and hit the "Retry Failed" button.
This should allow these 'action required' events to now sync.
Action Required: _____ is missing a payment (or deposit payment, or inventory) account
This error means that you have events that are missing QuickBooks Online accounts. Heartland Retail does not know where to put a debit or credit in your QuickBooks Online account. For example, you may have created a new payment type or a new inventory adjustment reason code but, when you did so, no QBO general ledger account was added or 'mapped to'. Heartland Retail needs to be told which general ledger accounts you want to debit or credit.
Here is an article on creating your account mappings: Configuring the Quickbooks Online Integration
Once you add the missing account mappings, you can follow the steps below and the errors should go away:
Click the “Settings” link in the top navigation menu.
Click the “Financial” link in the left navigation menu.
Go to the "Financial Event" tab and hit the "Retry Failed" button.
This should allow these 'action required' events to now sync.
Action Required When You First Sync
You’ll often receive an ACTION REQUIRED error when you first start your sync. These are triggered because you have used a payment type or an inventory adjustment (as examples) in the past which are now ‘inactive’ in Heartland Retail. Make sure all ‘inactive’ payments types and reason codes are ‘set’ to a QBO account in order for transactions, including those now ‘inactive’ payment types or reason codes to sync. For example, go to settings > payment types > check the box to ‘include inactive’. The inactive payment types need to be mapped if you have historical transactions that those payment types were used in.
If, after you try the steps above, you are still receiving this error message, please contact us at HRetailsupport@heartland.us and we will gladly help you!