Troubleshooting Invoice Sync

Common issues and solutions for invoice sync problems.

Invoice Not Syncing

Check sync is enabled

  1. Go to Settings then Sync then Invoices
  2. Verify "Enable Invoice Sync" is toggled on
  3. Confirm your settings are saved

Verify sync direction

  • If syncing from HubSpot, direction should be "HubSpot to QuickBooks"
  • If syncing from QuickBooks, direction should be "QuickBooks to HubSpot"

Check invoice status filter

  • View your selected statuses in sync settings
  • Ensure the invoice's status matches one of your selected options
  • Example: If only "Open" is selected, "Draft" invoices won't sync

Confirm connections are active

  1. Go to Settings then Connections
  2. Both HubSpot and QuickBooks should show "Connected"
  3. If disconnected, reconnect the affected system

Check for "Skip Integration Source"

If the invoice was created by another integration:

  • The "Skip Integration Source" setting may be blocking it
  • This is usually correct behavior to prevent loops
  • Manually recreate the invoice if needed

SKU Not Found Error

This is the most common sync failure. It means a line item's product doesn't exist in the destination system.

Understanding the error

  • Every line item must have a matching SKU in both systems
  • SKU matching is case-sensitive (PROD-001 differs from prod-001)
  • If any line item fails, the entire invoice fails

How to fix

  1. Note the SKU from the error message
  2. Check the source system for the product's exact SKU
  3. In the destination system, either:
    • Find the existing product and update its SKU to match, or
    • Create a new product with the matching SKU
  4. Retry the failed sync

Preventing SKU issues

  • Keep product SKUs identical in both systems
  • Use product sync to keep catalogs aligned automatically
  • Audit SKUs periodically for mismatches

Customer Not Found or Created

Missing email address

  • Invoices require the customer to have an email address
  • In HubSpot, check the contact's email field
  • Add an email address and retry the sync

Email mismatch

  • If a customer exists but wasn't matched, check for email variations
  • The system looks for exact email matches

Customer creation failed

  • Check the error details for specifics
  • Common causes: invalid characters in name, duplicate email in destination

Duplicate Invoice Error

The system detected this invoice was already synced.

Why this happens

  • The invoice may have synced previously
  • A manual duplicate might exist in the destination

How to resolve

  1. Check the destination system for the invoice
  2. If it exists and is correct, no action needed
  3. If you need to re-sync, delete the destination invoice first

Connection or Authorization Errors

"Unauthorized" or "Token expired"

  1. Go to Settings then Connections
  2. Check connection status
  3. If showing issues, click Reconnect
  4. Re-authorize access

"Rate limited"

  • Too many requests were sent too quickly
  • The sync will automatically retry
  • If persistent, contact support

Tax-Related Errors

"Tax code not found"

  • The invoice has a tax rate that isn't mapped
  • Go to Settings then Sync then Tax to configure mappings
  • See Tax Configuration for details

Viewing Error Details

For any failed sync:

  1. Go to Data then Invoices
  2. Find the failed sync (red status badge)
  3. Click to view details
  4. The error message explains what went wrong

Still Having Issues?

If you've tried these solutions and still have problems:

  1. Note the invoice ID and error message
  2. Check when the issue started
  3. Contact support with these details