Troubleshooting QuickBooks Online Integration Issues with EZRentOut

troubleshooting QuickBooks Online

This guide highlights some common issues that can occur when integrating EZRentOut with QuickBooks Online, and shows you how to fix them for a seamless transfer of data between the two applications.

To learn more about setting up this integration, read our blog on Integrating QuickBooks Online with EZRentOut.

Troubleshooting QuickBooks Online Integration Issues

Before you try linking the two accounts, we recommend that you first sign into your QuickBooks account. After this, the following errors could pop up during different points in the integration process:

1. The customer name already exists in QuickBooks

QuickBooks only allows unique Display Names in its customer listings. If your EZRentOut customer listing has more than one customer with the same name, the sync will fail.

You also receive the same error if a business name and a customer name are the same in EZRentOut.

In order to fix this, you will have to edit the QuickBooks Display Name field on the conflicting customer’s detail page from your EZRentOut account. This field only appears once your EZRentOut and QuickBooks accounts are connected.

2. QuickBooks encountered an error while calculating tax 

This error appears if you try syncing an order again, after changing the tax settings for a customer or an item. To fix this problem, try reverting to the original tax settings for the concerned customer or item by going to their detail page and syncing the order again.

3. Unable to update invoice in QuickBooks

Any actions other than creating, updating and deleting payments do not transfer from QuickBooks to EZRentOut. If you receive an error stating that an invoice number is deleted or marked ‘Inactive’, this implies that you are trying to edit invoices from your QuickBooks account. All actions other than creating, updating and deleting payments should be taken from EZRentOut.

An alternate workaround is that you unlink and relink your QuickBooks account from your EZRentOut Settings.

4. Default invoice line items outside the order total aren’t allowing invoices to sync

Default invoice line items that are outside the order total do not sync to QuickBooks. This is because QuickBooks does not allow for any line items outside the order total. If you still want to import these invoices, you will have to set all default invoice line item values to 0, or delete them and sync again.

troubleshooting quickbooks online - default invoice line items

In this example, the Security Deposit invoice line item outside of the order total will have to be set to $0 or deleted using the cross icon on the left.

5. Cannot automatically sync tax

In older QuickBooks versions, you have to manually add taxes to your QuickBooks account. This means you have to replicate the name and rate of all applicable taxes in EZRentOut to your QuickBooks account.

From your EZRentOut account, go to Settings → Company Settings → Policy → Tax Details to view your taxes and their rates.

troubleshooting quickbooks online - taxes in ezr

Now, replicate these taxes to your QuickBooks account.

troubleshooting quickbooks online - taxes in qbo

6. Mapping Accounts Receivable and Accounts Payable when integrating EZRentOut and QuickBooks

Under Settings  Add Ons  Integrate QuickBooks Online, ensure that none of the account fields are mapped to Accounts Receivable and Accounts Payable.

troubleshooting quickbooks online - AP and dAP

In the example above, the Rental Income Account is mapped to Accounts Payable. This will generate the following error:
troubleshooting quickbooks online - 1

Another word of caution: always choose all the QuickBooks Accounts manually when configuring the QuickBooks integration from your EZRentOut account. 

troubleshooting quickbooks online - accounts.png

If you directly press Connect, all the accounts will be mapped to Accounts Payable (since it is the first option in the dropdown menu).

These two accounts are reserved for QuickBooks’ internal reporting and hence, cannot be synced over from QuickBooks.

7. There is an error if an EZRentOut Customer has a colon (:) in their name

troubleshooting quickbooks online - colon

If your EZRentOut customer has a colon (:) in their name, you will have to edit their QuickBooks Display Name and remove the colon from it. A colon is used to show a relationship in QuickBooks, which is why using it in names leads to exceptions.

Note: Typewriter apostrophes aren’t supported in QuickBooks and will be edited to a regular apostrophe wherever used.

8. There is an error if an EZRentOut Item has a colon (:) in its name

Similar to the above error, QuickBooks will display an error if your EZRentOut Item has a colon (:) in its name. Instead, you will have to remove the colon and rename the Item. You cannot use the colon because it shows a parent:child relationship in QuickBooks.

9. Auto-sync isn’t working or is taking too long

Often times, when you are auto syncing Orders, you might notice that the process takes a long time. 10 Orders may sync in about 2 hours on average, but could even take 6 hours in some cases.

This happens because the QuickBooks API has limitations that restrict instant auto syncs. QuickBooks Online, is in fact, implementing the API throttling changes it announced back in 2016 on August 12, 2019.

These may impact the time taken for Auto Sync to happen. Rest assured, the auto sync will eventually run its course. A summary will be emailed to you at the end.

10. Failed to update invoices in QuickBooks Online because the item has been marked ‘Inactive’

This error shows up if you created an item in QuickBooks, synced it to EZRentOut, and then made it inactive in QuickBooks. In order to sync again, the item has to be marked as ‘Active’ again on QuickBooks.

troubleshooting quickbooks online - mark active qbo

11. An unknown QuickBooks payment is being applied to your EZRentOut invoice

This payment indicates an automatically applied credit that has synced over from QuickBooks.  Such an entry may create negative Payable Amounts in EZRentOut. 

Let’s first understand how excess payments are processed in QuickBooks Online by default. 

Whenever a customer overpays on an order in QuickBooks, the remainder is added to their account as credit. This credit is reserved in the system until it can be automatically applied to the next invoice coming in for the same customer. 

As this invoice syncs from EZRentOut to QuickBooks Online, QuickBooks applies the reserved credit to it. This action prompts EZRentOut to update the corresponding invoice at its end.

Here’s an example. 

A customer in QuickBooks has $20.00 worth of credit in their account. They place a new order through EZRentOut for a MacBook. Here’s a look at the invoice.

Order

The Payable Amount is $87.00. This invoice will sync to QuickBooks Online. 

QuickBooks Online Order

Before any payment is accepted on this invoice, QuickBooks will directly apply the credit to it. Once the $20.00 are factored in, the balance due becomes $67.00.

Now, the user tries to log $87.00 worth of payment to the EZRentOut invoice.

1 - EZRentOut Order Updated

Here’s what happens as the payment is added: 

  1. Once you update the invoice in EZRentOut(adding a payment worth of $87.00 in this case), the auto-sync from QuickBooks is initiated. 
  2. Upon syncing, EZRentOut factors in the credit from QuickBooks.
  3. Simultaneously, it also processes the remainder (Payable Amount minus Credit) against the Payable Amount (in this case, $67.00). 
  4. This results in a Payable Amount of $0.00.

This is QuickBooks’ default behavior for applying credits. To troubleshoot, head to your QuickBooks account. Select the Gear icon → Account and Settings → Advanced and click on the Pencil icon in Automation.

automatically apply credits settings

Now, deselect ‘Automatically apply credits’ and save the changes. This will enable you to apply credits only to invoices of your preference.

13. Invoices in EZRentOut are showing a negative Payable Amount

If you normally make payments through EZRentOut but still see occasional updates coming in from QuickBooks Online, these might make Payable Amounts negative in EZRentOut. By default, all updates made in either applications sync through to one another. 

The simple fix for this is to enforce a strict one-way sync – from EZRentOut to QuickBooks Online. 

We recommend only processing payments in EZRentOut and syncing them to QuickBooks. To implement this, head to your EZRentOut account. Go to Settings → Add Ons → Integrate QuickBooks.

EZRentOut settings

Here, deselect ‘Edit Payment’ and save the changes. You’ve now enabled one-way syncing!

Note: Once you’ve made this change, be sure to make all future payments in EZRentOut so both applications retain the updates.

14. Sales Tax isn’t showing up when customers make online payments

There is no opportunity for a sync between EZRentOut and QuickBooks when customers make payments via the EZRentOut Webstore. Consequently, the sales tax does not sync to EZRentOut from QuickBooks in such cases. 

There are two possible ways to fix this depending on how you tax your customers.

1. Identical sales tax for all customers:

If you apply one consistent sales tax to all orders in QuickBooks, simply duplicate the tax in EZRentOut. This will ensure that every order in EZRentOut is taxed, taking out the dependence on a sync from QuickBooks.

2. Variable sales tax for customers:

Sales taxes often vary depending on state, locality and county in the US. QuickBooks Online allows users to set up location-based tax rates and calculates these using the physical location of the order. 

In EZRentOut, however, you cannot define multiple sales taxes. For this reason, we recommend calculating the highest sales tax possible in your area of operations and defining this percentage as the Sales Tax in EZRentOut. 

Now, every time an order levies a tax lower than your specified rate, EZRentOut will accept the payment and calculate an amount to be refunded. Users will then “refund” this to make the order total $0.00. 

To demonstrate, here is an example. 

Our company takes in orders from all over the state of New York in the US. An order comes in from New York City, New York. Let’s see how our sales tax will apply to it.

variable tax location in EZRentOut

Sales taxes are calculated in QuickBooks and then synced to EZRentOut. For our example:

  • The highest combined sales tax for the state of New York: 8.875%
  • The combined sales tax applicable to this physical address: 7.25%

refund added in EZRentOut

  • Net Amount with highest possible sales tax: $87.10
  • Net Amount with sales tax applicable to order location: $85.80
  • Amount to be refunded: $1.30

Hit “Refund” to adjust the negative Payable Amount.

Read More: How to sync negative Order Payments with QuickBooks Online?

This should hopefully cover all the issues you could run into when syncing your EZRentOut account to QuickBooks Online. If you have any questions about our integration, feel free to write to us as support@ezrentout.com.