If transactions aren't syncing to QuickBooks, one of the issues below is usually the cause. Work through each section. If the error is still there after that, follow the steps at the end to send it to our support team.
Check Your QuickBooks Mappings
A sync can fail when QuickBooks mappings are missing or set up incorrectly. Every Charge Item and Discount Item needs a mapping, including any new ones you add later. Review How to Set Up and Sync QuickBooks to get started.
Make sure each mapping includes both required fields:
Account
Product or Service Name
Also make sure Misc Credit is mapped to Manual Adjustment Mapping.
Check If Transactions Have Already Synced
Once a transaction syncs, Enrollsy marks it as complete, and it can't sync again. If you see a "No transactions found" error, it means the date range you picked has no new transactions to sync.
To see which transactions have already synced:
Open any customer's account page
Go to Transaction History
Look for a cloud icon on the right side of each transaction. Transactions with the icon have synced, and transactions without it haven't
Choose a date range that includes transactions that haven't synced yet. If you need to sync transactions that were already synced, contact our support team, since this has to be adjusted on the backend.
Fix Customer Record Conflicts
Account holder name already in QuickBooks
If an account holder is also on your staff, their name may already exist in QuickBooks as an employee. QuickBooks won't allow two records with the same name, so:
Keep the existing employee record
Create a separate customer record with a small change to the name, such as Jane Doe (employee) for the employee record
Try syncing again
Duplicate Accounts in Enrollsy
When one account holder has more than one account, the sync can fail. Merge the accounts into one:
Open the chat box in the Admin portal
Select Support Menu > Merge Accounts
Submit the merge ticket
Customer Name Formatting in QB Online
If you already have customer records in QuickBooks Online, format them so Enrollsy updates them rather than creating duplicates. Each customer name must follow this format:
Last Name, First Name with a comma between them
For example, if John Doe is the primary account holder, his customer name should be Doe, John
QB Desktop — Leave Export Payment Methods List Unchecked
After your first sync in QuickBooks Desktop, don't select the Export payment methods list checkbox. Selecting it can cause sync errors.
Error Persists — Contact Support
Before you contact us, revert your company file to your most recent backup to avoid data corruption.
QuickBooks Desktop
Download the error file from QuickBooks Desktop. It should be an IIF file
Email the error file to support@enrollsy.com
QuickBooks Online
Confirm you completed every step in How to Set Up and Sync QuickBooks
Write down the date and time of the error
Take a screenshot of or download any error messages
Send these to us through the chat box in the Admin portal
Capture console errors
Browser console errors help our team find the cause faster. To capture them:
Right-click anywhere in the browser window and select Inspect
Select the Console tab, to the right of Elements
Right-click inside the console and select Clear console, then set the filter to show errors only
Try the sync again
Take a screenshot of any errors shown in red and include it with your support request