My Integration Isn't Syncing — Troubleshooting Steps
Step-by-step fixes when QuickBooks, payroll, or another integration stops working
If your QuickBooks, payroll, or other integration has stopped syncing, work through these steps in order. Most sync issues fall into one of five categories.
1. Check the Connection Status
Go to More > Integrations and verify the integration shows as Connected. If it says Disconnected or Expired, click Reconnect to re-establish the connection.
2. Re-authorize the Connection
Most integrations use OAuth tokens that expire periodically (typically every 30-90 days). When they expire, syncs silently stop. Click Reconnect or Re-authorize on the integration page to refresh the token.
3. Check Field Mapping
If you've added new items (clients, employees, chart of accounts entries) since the initial setup, they may not be mapped. Go to the integration's mapping settings and map any new items. Unmapped items are skipped during sync.
4. Review Sync Logs
Most integrations show a sync history or error log. Look for specific error messages — they usually tell you exactly what failed. Common errors include "duplicate record," "invalid account," or "field required."
5. Check for Duplicate Records
Duplicate client names or employee records between the two systems are a common cause of sync failures. Ensure names match exactly — "Acme Corp" and "Acme Corporation" will be treated as two different entities.
Still Not Working?
If none of the above resolves the issue, contact eBillity support with the integration name, error messages from the sync log, and the date the sync stopped working.