Troubleshooting Product Sync

Common issues and solutions for product sync problems.

Products Not Syncing

Check sync is enabled

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

Verify sync direction

  • If creating products in HubSpot, direction should be "HubSpot to QuickBooks"
  • If creating products in QuickBooks, direction should be "QuickBooks to HubSpot"
  • Products created in the "wrong" system 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 existing SKU

If the product already exists in the destination:

  • The sync may skip it to avoid duplicates
  • Check if the SKU already exists in the destination system

SKU-Related Issues

SKU not unique

Each product needs a unique SKU within its system.

Symptoms:

  • Sync fails with "duplicate SKU" error
  • Product created with wrong data

Solution:

  • Ensure each product has a unique SKU
  • Check for accidental duplicates in both systems

SKU mismatch

SKUs must match exactly between systems.

Common issues:

  • Extra spaces: "WIDGET-001 " vs "WIDGET-001"
  • Case differences: "widget-001" vs "WIDGET-001"
  • Different formats: "WIDGET001" vs "WIDGET-001"

Solution:

  • Standardize SKU format across both systems
  • Check for hidden characters or spaces

Missing SKU

Products without SKUs cannot sync properly.

Solution:

  • Add a SKU to the product in the source system
  • Re-trigger the sync

Field Mapping Issues

Field not syncing

If a specific field isn't transferring:

  1. Go to Settings then Sync then Products
  2. Click Manage Mappings
  3. Verify the field mapping exists
  4. Check the transform type is correct

Incorrect data format

Some fields have specific format requirements:

  • Prices must be numeric
  • Names have character limits
  • Descriptions may truncate if too long

Solution:

  • Review the source data format
  • Adjust field mappings if needed

Required field missing

QuickBooks requires certain fields (like Name):

Solution:

  • Ensure required fields are mapped
  • Verify source products have values for required fields

Duplicate Products Created

Why duplicates happen

  • SKU didn't match (typo, case difference)
  • Product was manually created in destination
  • Sync ran before SKU was set

How to fix

  1. Identify the duplicate in the destination system
  2. Delete the incorrect one
  3. Update the SKU if needed
  4. The original will be used for future syncs

Preventing duplicates

  • Set SKUs before creating products
  • Use consistent SKU formats
  • Run product sync before invoice sync

Full Sync Issues

Full sync running slowly

Large product catalogs take time to sync.

Tips:

  • Run full sync during off-hours
  • Monitor progress in Data then Products
  • Don't start another full sync while one is running

Some products didn't sync

After a full sync, if products are missing:

  1. Check Data then Products for failures
  2. Review error messages
  3. Fix issues and retry individual products

Connection Errors

"Unauthorized" or "Token expired"

  1. Go to Settings then Connections
  2. Check connection status
  3. If showing issues, click Reconnect

"Rate limited"

Too many requests sent too quickly.

Solution:

  • Wait for automatic retry
  • For full syncs, this may slow progress but will complete

Viewing Error Details

For any failed product sync:

  1. Go to Data then Products
  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 product SKU and error message
  2. Check both HubSpot and QuickBooks for the product
  3. Contact support with these details