Note: In March, 2021, Roger officially changed its name to Corpay One. Our features and functionality have not changed. To learn more and understand the change, read more.
By design, both QuickBooks and Roger deal with your company's data in customizable ways to meet your unique needs. As a result, you might occasionally come across a data mismatch that results in an integration error message. In this article we'll provide explanations of some issues you might encounter, as well as steps for resolving, so you can get your data syncing smoothly again in no time. We'll break the issues into two categories:
- Syncing Errors
- Other Integration Issues
Experiencing an issue you don't see here? Reach out to let us know, and we'll add it to the list!
The following are examples of errors that would appear under the Integrations tab in an individual bill if it's experienced an error:
(enter screenshot of error)
Account Period Closed Error: "The account period has closed and the account books cannot be updated through through the QuickBooks Services API."
- What's going on: The invoice or payment could not sync / post to QuickBooks because the date of the invoice lands in an accounting period that is closed in QuickBooks. This can happen when you receive an invoice late, after the having closed the accounting period.
- How to fix: There are two ways you can fix this:
- Open the relevant accounting period in QuickBooks and then manually re-sync the expense (under the Integration tab on the individual bill card).
- Update the issue date of the bill in Roger to a period that's open in QuickBooks (using the pencil icon next to the issue date). Then manually re-sync it.
Duplicate Name Exists Error: "The name supplied already exists: Another client, vendor or employee is already using this name. Please use a different name."
- What's going on: QuickBooks only allows each of your partners to have unique names (across vendors, customers and employees). The bill in question appears to have the name of an existing customer or employee in your QuickBooks Online account, causing the error.
- How to fix: Change the entity's name in QuickBooks and re-sync the bill in Roger, OR change the vendor name in Roger and re-sync.
Object Not Found Error: "Something you're trying to use has been made inactive. Check the fields with accounts, customers, items, vendors or employees."
- What's going on: The expense or one of it's associated values (category, payment account) is modified from QuickBooks' UI
- How to fix: Make sure all your updates are done through Roger to avoid such scenarios
Feature Not Supported Error: "We're sorry. This feature is not included in your QuickBooks Online Simple Start subscription."
- What's going on: Feature is missing in the Roger user's QuickBooks account.
- How to fix: Contact QuickBooks support to enable this feature, which tyically requires upgrading your QuickBooks plan.
Other Integration Issues
Issue: Duplicate payment transactions are appearing in QuickBooks
- What's going on: You may notice a duplicate record of a payment transaction in QuickBooks. This is related to a "bank feed sync" setting that is enabled in your QuickBooks account. Roger will only record and sync one payment, but with that feature enabled, the bank feed sync will trigger another entry for the same transaction.
- How to fix it: You can fix this in one of three ways:
- Disable the bank feed sync in your QuickBooks account.
- Create a workflow in Roger with the action "Disable synchronization of payment" for certain (or all) of your bills in Roger.
Issue: Duplicate categories in Roger after re-running my integration
- What's going on: You may notice that after editing any categories/expense accounts or imported lists in QuickBooks, they will appears duplicates in Roger after re-integrating.
- How to fix it: Manually delete the duplicate categories in Roger. You can do this one by one, or in bulk by clicking the check-boxes to the left of the list items, and then selecting Delete Selected.
Issue: Missing categories in Roger after re-running my integration
- What's going on: There is an option when re-integrating to overwrite your existing categories. If you've selected this, for any categories that have been updated in QuickBooks, it may cause some of your bills in Roger to appear to have no categories. Don't be alarmed - this will not affect any categorization within QuickBooks, they will only appear empty in Roger.
- How to fix it: For unpaid rules that have had their category removed after re-integrating, you can manually add the correct category. Alternatively, if you have workflow rules set up to categorize your expenses, you'll want to make sure to enable Live Rules (Advanced Settings > Workflows) and the workflows will automatically recategorize them.
Issue: The categories / payment accounts I've imported to Roger are not reflecting correctly on my bills in Roger (or in QuickBooks).
- What's going on: You've imported some kind of categorization list from QuickBooks into your Roger account (i.e. payment accounts, departments) but your bills are not accurately reflecting that category. The issue originates in your List settings, and can easily be fixed.
- How to fix it: Go to Lists on the left-hand menu, and for the list in question (that you imported from QuickBooks), go to the Visibility tab. Then make sure to enable visibility for both bills and receipts using the toggles. Now you'll notice the categories / accounts appear on your bills as a drop-down menu. You can either manually select the category on each bill, or set up a workflow rule to automatically categorize bills that match certain criteria.