Troubleshooting QBO Issues

Error message says "Each Invoice Product on the Invoice is required to have an item attached to change status to billed"

All invoice line items must have a QB Item identified in order to by synched to QBO. There was a bug relating to Tourism taxes where these line items did not have their QB items set properly – resulting in this error. This issue has now been resolved but existing invoices may not have correct information. If the QuickBooks Item field for a tourism tax line item is empty this is your issue.

Resolution

  1. Open the Order for the Invoice
  2. Click the “Update Invoices” button (found under the three dots in the far right of the ribbon)
  3. This will update all the draft invoices for the order and fix any tourism tax line items that do not have their QB Item properly set.

Error message says “Cannot create item since the referring account was not found in QBO”

An item on the invoice has a QuickBooks item that does not exist in QBO and references an account not found in the COA for your QBO.

Resolution

  1. Open the Order for the Invoice
  2. Click the “Update Invoices” button (found under the three dots in the far right of the ribbon)
  3. This will update all the draft invoices for the order and update all the QuickBook items which may resolve this issue.
  4. If after the update the invoice still fails you will need to open a support ticket for this issue.

Error message refererring to a "Lexical" issue

When sending an invoice to QBO it fails with an error message about a lexical issue.

Resolution

This error means that the Customer (contact or account) record in CRM is using a character that is valid (in general) in CRM but not in QBO. Look for special characters like quotes or dashes in the name or address fields for these records in CRM and remove them if present. Some characters are not valid in QBO and you cannot create customer fields with these names.

Error message referring to inactive or deleted records.

When sending an invoice to QBO it fails with an error message saying that a customer, item or other record is inactive, deleted or moved.

Resolution

This error means that you modified a record in QBO that was created by CRM previously. It is strongly recommended that you not do this. Instead you should ensure the records are created and updated in CRM and then sent to QBO. If you deactivate or merge product and/or customer records in QBO that were originally created from CRM you will have this issue.

You may be able to resolve this issue on your own by changing the customer or product on an order to be one that has not been edited or previous sent to QBO.

If this does not work please open a ticket with support, please include the reservation number and invoice month in question.

If the customer record was moved/merged or deactivated in QBO please provide the new ID of the record in QBO. Go to QBO, open the customer record in question and get the ID from the URL. For example given the URL below the customer ID is 18 (the front part of your URL will vary)

https://c15.qbo.intuit.com/app/customerdetail?nameId=18

When possible support will try and relink the customer record in CRM to the new record in QBO. If this fails then CRM will re-create a new customer record in QBO.