Fixing accounting sync problems and changed records

Availability: all plans

This guide covers three things that can happen after you connect QuickBooks Online or Xero: a sync fails, a time entry is in an uncertain state, or a record you already sent was changed in your accounting system. ServiceVisit never writes over your books to settle a disagreement. It tells you, and you decide.

Before you start

You need a role that includes Manage Integrations.
Everything below is on Settings, then Integrations, apart from the invoice steps.

Steps

A sync failed or was blocked

Read the yellow banner after the sync. Blocked reasons are written out in full.
Select view errors to open the Sync Errors list.
Fix the cause, usually a missing mapping or an expired connection, then sync again.

Time entries needing sync attention

Find Time entries needing sync attention, which appears only when there are failures. Each row shows the error and the last attempt.
Where a send was uncertain, open the Resolve uncertain section for your accounting system (it ends in send) and check your accounting system for that technician, date and duration.
If a matching record exists, enter its ID under the link field and select Link record.
If none exists, explain how you checked (at least 10 characters), tick the box confirming you found no matching record, and select Authorize retry.

A record changed in your accounting system

Select Check now under the heading that asks whether your accounting system (QuickBooks Online or Xero, by name) still agrees with ServiceVisit. The page shows when it was last checked, or that it never has been. The check runs only when you ask.
Any disagreement is listed with what changed. Nothing is re-sent.
If the change was intended, optionally add a note under "Why it stands (optional)" and select Acknowledge. ServiceVisit accepts that version and stops reporting it.
If it was not intended, correct the record in your accounting system, then select Check now. The item clears once the two agree.
Open Previously resolved to see past findings, who acknowledged them and their notes.

Recording a change on an invoice

Open the exported invoice and select Mark as Modified.
Enter what was changed in the accounting system. The comment is required.
The invoice then reads Modified in accounting system, and the invoice list shows a modified badge.

Tips

If the connection itself is the problem, the page shows the last error. Use Reconnect. Nothing already exported is affected.
Do not switch on your accounting system's own sales-tax calculation to make a mismatch go away. ServiceVisit owns the tax figure.

If something goes wrong

The Sync Errors list says no details are available: run the sync again and read the banner.
Xero time will not load users: check Projects access and reconnect Xero if needed.

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What exports to your accounting system and when — Once you are connected and your accounts are mapped, ServiceVisit sends records to QuickBooks Online or Xero. You can send eligible records from the Integrations page at any time. A periodic sweep…
View an Invoice — Viewing an invoice opens a single invoice with its line items, so you can check what was billed before you send it, collect on it or answer a customer's question about it.