Troubleshooting Payment Sync

Common issues and solutions for payment sync problems.

Payment Not Syncing

Check sync is enabled

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

Verify payment status filter

  • View your selected statuses in sync settings
  • Ensure the payment's status matches one of your selected options
  • Example: If only "Succeeded" is selected, "Processing" payments 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

"Invoice Not Synced" Error

This is the most common payment sync failure.

Understanding the error

Payment sync requires the associated invoice to exist in QuickBooks. If the invoice hasn't synced yet, the payment sync will fail.

How to fix

  1. Find the related invoice

    • Go to Data then Invoices
    • Search for the invoice associated with the payment

  2. Check invoice sync status

    • If status is "Failed", fix and retry the invoice first
    • If status is "Success", the invoice exists in QuickBooks

  3. Fix invoice issues first

  4. Retry the payment

    • Once the invoice syncs successfully
    • Go to Data then Payments
    • Retry the failed payment

Preventing this issue

  • Enable invoice sync before payment sync
  • Monitor invoice sync for failures
  • Fix invoice issues promptly

Payment Amount Mismatch

Partial payments

  • QuickBooks supports partial payments
  • The payment will be applied to the invoice balance
  • Multiple payments can be applied to one invoice

Currency issues

  • Ensure currencies match between systems
  • Check for rounding differences

Refund Not Appearing

Check "Sync Refunds" is enabled

  1. Go to Settings then Sync then Payments
  2. Verify "Sync Refunds" is toggled on

Verify refund status

  • The original payment must have synced successfully
  • The refund must be processed (not just initiated)

Check for errors

  • Go to Data then Payments
  • Look for refund entries with Failed status
  • Review error messages

Customer Not Found

How customers are matched

  • Payments are linked to customers via the associated invoice
  • The invoice customer must exist in QuickBooks

Resolution

  • Ensure invoice sync is working
  • Customer is created when the invoice syncs
  • Payment then links to the same customer

Duplicate Payment Error

Why this happens

  • The payment may have already synced
  • A manual payment might exist in QuickBooks

How to resolve

  1. Check QuickBooks for the payment
  2. If it exists and is correct, no action needed
  3. If duplicate, delete the extra payment in QuickBooks

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

Viewing Error Details

For any failed payment sync:

  1. Go to Data then Payments
  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 payment ID and error message
  2. Check if the related invoice synced successfully
  3. Contact support with these details