How to fix common QuickBooks sync errors
QuickBooks is very particular about how data is shared with the integration, which means errors can sometimes occur that prevent an order from syncing. When a sync fails, we surface these error codes to help you locate the source of the error so that you can sync the order successfully.
Please note that QuickBooks syncing errors are generated by their system. We display the error codes in Candid to help make it easier for you to resolve the underlying issue. Most issues will require you to fix the issue directly in your Candid or QuickBooks accounts.
If you're still having trouble resolving syncing issues you can find additional QuickBooks error code support here: https://quickbooks.intuit.com/learn-support/en-us
Viewing error codes
When an order won't sync to QuickBooks you will see an error alert next to the sync button on your Orders page. Hovering your cursor over the alert will show you the error code:
The error message will also be visible only to you (and not the buyer) on the invoice:
Please note that even after the error is fixed the alert triangle may sometimes remain on the orders page in Candid until you refresh your browser. Just know that If you see the "check" icon instead of the "upload cloud" icon that means that the order has synced successfully. To clear out the error notification simply refresh your browser window.
Common error codes
While there are dozens of errors codes that can come from QuickBooks, some of the most common error alerts that you might see in Candid are listed below.
"Duplicate Name Exists Error: The name supplied already exists"
Customer names in QuickBooks must be unique. Rename the customer in either Candid or QuickBooks to differentiate them. This might mean adding a middle initial or a nickname.
This error also sometimes means that you have a completely different data type with the same name. For example, an employee named "Lisa Smith" and a customer you're trying to name "Lisa Smith." You will need to differentiate them by adding a middle initial or nickname.
If the customers are the same person, they can be merged in QuickBooks. To merge customers:
- Temporarily change the name of the customer in Candid to differentiate it from the customer in QuickBooks (contact team@candidwholesale.com for help with this).
- Once the customer has synced and appears in QuickBooks, change the name back to the customer's original name.
- Since there is already a customer with that name in QuickBooks, you will be asked to merge the customers. Click Yes.
"Print on Check Name: print on check name cannot contain a colon"
This error happens because QuickBooks allows you to put a colon in the customer name, but when Candid tries to use that customer it fails since our system does not accept colons.
To fix the error you will need to:
- Go into the customer record in QuickBooks that is having issues.
- Edit the "Company" name in such a way that it no longer contains a colon.
- Go back to Candid and re-sync the order to QuickBooks.
"Business Validation Error: The discount amount can't be greater than the subtotal"
This error occurs when an order discount amount is greater than the invoice total amount. Candid supports invoice totals that are $0.00 or less, however QuickBooks does not. The discount on the invoice is creating a $0.00 or negative balance. To fix, ensure that the invoice subtotal is greater than the discount so that your invoice total is at least $0.01.
"Duplicate Document Number Error: Duplicate Document Number Error : You must specify a different number. This number has already been used"
This error can happen when two orders or invoices are sharing the same document number in QuickBooks. This can be fixed by changing the order or invoice number that you're trying to sync. One easy fix is to simply add a few extra numbers or letters to the order or invoice number in Candid. Once you have changed the document number you can try syncing again.
"Duplicate product or service"
Product names must be unique in QuickBooks. Double check your products list to make sure there aren't any duplicate entries.
"Product already exists in QuickBooks"
We found a product with this name in QuickBooks, but it's already mapped to a product in Candid. Rename the product in Candid or QuickBooks.
"Two or more matching products found in QuickBooks"
We found two or more products in QuickBooks that match this Candid client. Ensure all products in QuickBooks have unique names.
"Product already exists in QuickBooks"
A product with this name already exists in QuickBooks. Rename the product in Candid or QuickBooks.
"Invoice number already in use"
This means the invoice number is already taken by another invoice. Each invoice in QuickBooks must have a unique invoice number. To fix the issue, change your invoice number to an invoice number that is not yet used in QuickBooks.
"Business Validation Error: Enter a transaction amount to continue."
QuickBooks only supports positive invoice totals. This invoice may be for $0.00 or have a negative total. To resolve this error, edit the invoice to a positive amount.
Still having trouble syncing or getting another type of error?
If the sync fails and you're seeing an error in the bottom right corner of your screen instead, this might mean that the QuickBooks integration is disconnected. This can happen sometimes if the integration authorization token has expired. Contact our support team, and we will help you reset the integration.