Retrying Failed Payment Syncs

When a payment sync fails, you can retry it after fixing the underlying issue.

Finding Failed Syncs

  1. Go to Data in the sidebar
  2. Click Payments
  3. Look for entries with a red Failed status badge
  4. Recent failures appear at the top of the list

Understanding the Failure

Before retrying, understand why the sync failed:

  1. Click on the failed payment sync entry
  2. Review the error message
  3. Note any specific details about the failure

Common Error Types

Error Meaning Action Needed
Invoice not synced Related invoice doesn't exist in QuickBooks Sync the invoice first
Unauthorized Connection issue Reconnect HubSpot or QuickBooks
Customer not found Customer record missing Usually resolved by syncing invoice first
Already synced Payment exists in QuickBooks Check destination; may not need retry

The Invoice-First Rule

Most payment sync failures are caused by the invoice not being synced. Always check this first:

  1. Go to Data then Invoices
  2. Find the invoice associated with the payment
  3. Check its status:
    • Success - Invoice is synced, payment issue is something else
    • Failed - Fix and retry the invoice first
    • Pending/Processing - Wait for it to complete

Once the invoice syncs successfully, the payment retry will usually work.

Fixing Common Issues

Invoice not synced (most common)

  1. Go to Data then Invoices
  2. Find the related invoice
  3. Fix any issues (usually SKU or customer related)
  4. Retry the invoice
  5. Once successful, retry the payment

Connection issues

  1. Go to Settings then Connections
  2. Reconnect HubSpot or QuickBooks as needed
  3. Return to retry the payment

Performing the Retry

Once you've fixed the issue:

  1. Go to Data then Payments
  2. Find the failed sync
  3. Click to view details
  4. Click the Retry Sync button

What Happens During Retry

After clicking retry:

  1. Status changes to Pending
  2. The sync is queued for processing
  3. System verifies the QuickBooks invoice exists
  4. Payment is applied to the invoice
  5. Final status is Success or Failed

Retry Limitations

Requirements for retry

  • The payment status must be "Failed" or "Pending"
  • The associated invoice must be synced to QuickBooks
  • If the original invoice never synced, the payment cannot retry

"Cannot retry" message

If you see this, it usually means:

  • The QuickBooks invoice ID was never recorded (invoice didn't sync)
  • Fix the invoice sync first, then retry the payment

Checking Success

After a successful retry:

  1. Payment status shows Success
  2. QuickBooks invoice shows payment applied
  3. Invoice balance is reduced by the payment amount

Tips for Reducing Payment Failures

  • Keep invoice sync healthy - Most payment failures stem from invoice issues
  • Monitor invoice sync first - Fix invoice failures before they cause payment failures
  • Enable proper status filters - Only sync confirmed payment statuses

If Retry Keeps Failing

If the same payment keeps failing:

  1. Verify the invoice exists in QuickBooks
  2. Check the invoice isn't voided or deleted
  3. Confirm the payment amount doesn't exceed the invoice balance
  4. Review error messages for specific issues
  5. Contact support if problems persist