QuickBooks® Integration Troubleshooting

This guide focuses on problems you may encounter with ShopKeep’s QuickBooks Integration. If you have not set up QuickBooks integration, visit the QuickBooks Integration Setup article.

Table of Contents

Syncing Issues

At some point, you may run into an issue with how ShopKeep data syncs to QuickBooks. Let’s take a look at common problems that affect the syncing process.

My data is not syncing to QuickBooks.

There are a few reasons why register data may stop syncing. Follow the steps below to review each potential issue and narrow down the cause of the problem.

  1. Go to QuickBooks settings and check if setup is complete.

    If you do not see ‘Syncing’, complete the steps to finish enabling the integration.

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  2. Close all shifts that are still open.

    Shifts post to QuickBooks the morning after they are closed.

If setup was already complete and all shifts were closed, follow these steps to check for syncing errors:
  1. Click 'Settings' and select 'QuickBooks'.
  2. Under 'Synced Shifts', click any shift with a red X to expand its view.

    A red X means there was an error, a green check-mark means no errors.

    Don’t see the Synced Shifts table but have syncing problems? Troubleshoot each of the following:

  3. Click 'View Errors' to see a shift's error.
  4. Find your error message in the Common Syncing Errors section and follow the steps to resolve it.

My data syncs to the wrong QuickBooks accounts.

Update your account mapping to change the accounts that ShopKeep syncs with. This ensures that all future shifts properly sync to QuickBooks.

  1. Update your account mapping to change which accounts receive which data.

    Visit our QuickBooks Integration®: Advanced Topics article to learn how to update account mapping.

  2. (Optional) In QuickBooks, manually move data that has already synced.

Common Syncing Errors

Here are some common syncing errors you may encounter while troubleshooting QuickBooks integration. If you’re not sure how to check for an error, see this issue above.

“It appears we cannot connect to your QuickBooks Online account”

This error occurs when there is a problem with the connection between ShopKeep and QuickBooks.

  1. Log in to QuickBooks and make sure the account is active.
  2. In BackOffice, click 'Settings' and select 'QuickBooks'.
  3. Click 'Disconnect QuickBooks'.
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  4. Click 'OK'.
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  5. Reconnect QuickBooks to ShopKeep.

“It appears that you had a shift with a negative amount”

This error is caused when a shift’s total returns amount exceed its total sales.

  1. Manually enter the shift's data into QuickBooks.

“An Account or Item that we use to sync your data was deleted”

If you delete a QuickBooks account or item that is used in your account mapping, ShopKeep will no longer be able to sync. Reactivate deleted accounts and products/services to restore syncing with QuickBooks.

Restore Deleted Accounts

Any account used in ShopKeep’s account mapping must be active in QuickBooks.

  1. In QuickBooks, click the gear and select 'All Lists'.
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  2. Pick 'Chart of Accounts'.
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  3. Click the gear and check the 'Include inactive' box.
  4. Look for ShopKeep accounts marked ‘deleted’ and click 'Make active'.
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  5. Contact us for help re-syncing shifts that failed to post to QuickBooks.

Restore Deleted Products/Services

Products/services that must be active include: SK-RETURNS, SK-DISCOUNTS, SK-GRATUITY, and ShopKeep department names.

  1. In QuickBooks, click the gear and select 'All Lists'.
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  2. Pick 'Products and Services'.
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  3. Click the filter button.
  4. Change the status to 'All' and click 'Apply'.
  5. Look for products/services marked ‘deleted’ and click 'Make active'.
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  6. Contact us for help re-syncing shifts that failed to post to QuickBooks.

“The optional setting 'Post to QuickBooks Departments', may not be supported”

The ‘Post to QuickBooks Departments’ setting is only supported by QuickBooks Online Plus. If you downgraded your subscription or enabled this setting by accident, follow the steps below to fix this error.

  1. In BackOffice, click 'Settings' and select 'QuickBooks'.
  2. Click 'Update Account Mapping'.
  3. Select 'Optional Settings'.
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  4. Disable the 'Post to QuickBooks Department' setting and click 'Save'.
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  5. Contact us for help re-syncing shifts that failed to post to QuickBooks.

“There has been an error posting data to your QuickBooks Online account”

This is a generic error that appears when a shift fails to sync for any reason other than those listed above.

  1. Contact us for help re-syncing shifts that failed to post to QuickBooks.

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