Why the sync error occurs

This error occurs when the item listed in the sync error can't be found in QuickBooks.

How to fix the sync error

The solutions available depend on the type of sync error. The first step is to determine the sync error type. In Bill.com:

1. Select Settings
2. Select Status under Sync

One of three sync error types will display:

• List Item: Vendor, chart of account, item, department
• Accounts Payable: Bill, bill payment, funds transfer
• Payment Received: Invoice

List Item: Vendor, account, item or department

The sync error is most often triggered by the record not being found in QuickBooks.

Record not found in QuickBooks

If the matching record can't be found in QuickBooks, contact Customer Support and request:

• To resync the record ~ or ~
• To mark the record not to sync if it's been deleted

Record found in QuickBooks

If the matching record is found in QuickBooks, try:

1. Editing the record name by adding an asterisk
2. Sync again - this will create a duplicate record
3. Contact Customer Support to merge the duplicate records in Bill.com

Accounts Payable: Bill, bill payment or funds transfer

One of the records associated with the bill that's attempting to sync can't be found in QuickBooks and is causing the sync error.

In Bill.com, on the Sync Status page:

1. Copy the object number (Example: 80000002-1312996353)
2. Paste the Object number into Search and hit enter to locate the record causing the sync error

Record not found in QuickBooks

If the matching record can't be found in QuickBooks, contact Customer Support and request either:

• To resync the record ~ or ~
• To mark the record not to sync if it's been deleted

Record found in QuickBooks

If the matching record is found in QuickBooks, try:

1. Editing the record name by adding an asterisk
2. Sync again - this will create a duplicate record
3. Contact Customer Support to merge the duplicate records in Bill.com

Payment received

If the sync error is related to a payment received, either the invoice in QuickBooks has payments applied (Paid status) or the Accounts Receivable account associated with the invoice in QuickBooks has changed.

If the invoice has a status of Paid in QuickBooks

1. Delete the payment(s) in QuickBooks
2. Sync again

If the Accounts Receivable account associated with the invoice in QuickBooks is different than the account listed in Sync Preferences, update by either method:

• Edit the sync preferences to match the AR account used on the invoice ~ or ~
• Edit the AR account on the invoice to match the AR account used in sync preferences

Note: AR invoices can't be marked to re-sync. It'll cause an error we can't resolve.

Receivables payments for QuickBooks Desktop can be in Bill.com or in QuickBooks. You can't enter payments in both products without throwing off the invoice's total amount due. We recommend that all payments be entered in Bill.com and synced to QuickBooks. In rare cases, such as closed accounting periods, Customer Support can mark a payment received not to sync if it's voided in Bill.com and the payment will only be entered in QuickBooks.

If the invoice balance is off in Bill.com, verify that payments are entered in only one product (either Bill.com or QuickBooks), add an asterisk to the invoice in QuickBooks, and sync.