Troubleshooting Quick Books Sync Issues
If you notice that one or more transactions have not synced between your CRM and your QuickBooks accounts, here are steps you can take to diagnose the issue:
- A transaction MUST have a Chart of Accounts (“Account”) assigned to it. Verify that the transaction has an account assigned to it by viewing it in the Financials module.
- The Chart of Account names and/or codes in Fundly CRM must EXACTLY match the Chart of Account name(s)/codes in QuickBooks, including ALL punctuation and spacing. Verify that the Chart of Account names and/or codes are EXACTLY the same in both systems. For example: “General Funds” (CRM) and “General Fund” (QuickBooks) are NOT exactly the same (no “S” on the end of Fund in the QB version. “Donations – One Time” and “Donations: One Time” NOT the same (one has a dash, one has a colon). “General Fund” and “GeneralFund” NOT the same (no space between the words in the latter).
- If your Quick Books subscription does NOT include account classes, then your transactions must NOT have an account class assigned to them in your CRM account. Delete any account classes from your transactions.
- If you have the Quick Books subscription level that DOES include Account Classes (Premium subscription), then your transaction(s) in Fundly CRM MUST also be assigned an Account Class. Verify that the transaction(s) has an account class assigned to it by viewing it in the Financials module.
- You must not delete a synced contact from QuickBooks. If a duplicate contact has been created in your QB, you must merge the two contact records together in QB. You MUST keep the record that is synced to CRM and merge the other/duplicated record into the synced one. Search QB help for the steps on how to merge contact records. If you did delete a synced contact, contact CRM support with the QB ID of the contact record that remains in your system; we will need to manually update the contact/sync ID in CRM for that contact. To get the QB contact ID, view the contact in QB and look at the ID # in the URL in the address/url bar.
- If you change your QB log-in credentials (username and/or password), you MUST stop and restart the QB sync. The CRM-QB Sync uses a saved password/username so that if either changes, the stored procedure will not longer have access (and there is no way to update/edit the stored credentials - the only way to update is to resync).
- QB only allows one entity per name. If you have a Vendor in your QB and have the same person in CRM as a donor, the transaction in CRM will not sync because there is a vendor/entity with the same name. You must edit the Vendor name and change it slightly (e.g. change "Terri Bruce" to "Terri Bruce - Vendor") so that it is not the same as the name you are syncing from CRM. After changing the Vendor name, the transaction should sync as normal. However, you will have two separate records (vendor and donor) in your QB for the same person/organization. There is nothing Fundly CRM can do about this because this is how QB operates/this is controlled by QB.
- If you have verified all of the above information is correct/meets the requirements for syncing between the two systems, then contact support by email at email@example.com. The support and technical teams will need a username and password to log in to your QuickBooks account. You can create a temporary one or provide your log in credentials. We cannot investigate further without this information.
- QuickBooks uses two-factor authentication – after Fundly support staff attempt to log in, a verification code will be emailed to you. You MUST forward that code to Fundly CRM support immediately – the code is only good for a short window of time before it expires. If it expires before we receive it, we will have to repeat the two-factor authentication process again (e.g. request a new authentication code from QuickBooks). It is better if you turn off two-factor authentication in QB before contacting us, so that we can access your QB account without this step.