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🛠️ Troubleshooting ​

This page covers common issues, what causes them, and how to resolve them.

🔑 QuickBooks Token Expired ​

Symptom: Syncs stop working. You see an "Authorization expired" or "Token refresh failed" error in your dashboard.

Cause: QuickBooks OAuth tokens expire periodically. SyncFast automatically refreshes tokens, but in rare cases the refresh can fail, typically if the token has been unused for an extended period or if QuickBooks revokes access.

Fix:

  1. Go to Settings > Connections in your SyncFast dashboard
  2. Click Disconnect next to your QuickBooks account
  3. Click Connect to re-link your QuickBooks account and sign in to re-authorize access
  4. Any payouts that failed during the disconnection will be automatically retried

💳 Stripe Connection Lost ​

Symptom: No new payouts are being synced. Dashboard shows "Stripe disconnected."

Cause: Your Stripe OAuth connection was revoked, either manually from the Stripe dashboard or due to an account change.

Fix:

  1. Go to Settings > Connections
  2. Click Disconnect next to the affected Stripe account
  3. Click Connect to re-link and authorize SyncFast in Stripe
  4. Missed payouts will be detected and synced automatically

❌ Failed Payout Sync ​

Symptom: A specific payout shows a "Sync failed" status in the Sync History.

Cause: This can happen due to temporary API errors, network issues, or a problem with your QuickBooks account (e.g., the mapped account was deleted).

Fix:

  1. Check that your account mappings are still valid under Settings > Account Mapping
  2. Verify your QuickBooks connection is active under Settings > Connections
  3. Once the underlying issue is resolved, the payout will be retried on the next sync cycle

📂 Duplicate Entries in QuickBooks ​

Symptom: You see two journal entries for the same Stripe payout.

Cause: This should not happen under normal operation. SyncFast uses Stripe's unique payout ID to prevent duplicates. However, if you manually created a journal entry for a payout that SyncFast later synced, you'll see both.

Fix:

  1. Identify the duplicate by checking the memo field. SyncFast entries contain the Stripe payout ID (e.g., po_1ABC2DEF3GHI)
  2. Delete the manually created entry
  3. Going forward, avoid manually booking payouts that SyncFast is configured to sync

💰 Mismatched Amounts ​

Symptom: The amount in QuickBooks doesn't match what you see in Stripe.

Cause: This is most commonly due to:

  • A payout containing transactions from a different period than expected
  • Currency conversion rounding
  • Account mapping changes between when the transactions occurred and when the payout was issued

Fix:

  1. Open the payout in your Stripe Dashboard and review the full breakdown
  2. Compare each line (charges, refunds, fees) against the QuickBooks journal entry
  3. If there's a genuine mismatch, contact support with the payout ID

⏱️ Sync Delays ​

Symptom: Payouts aren't appearing in QuickBooks immediately.

Cause: Minor delays (a few minutes) are normal and can be caused by webhook delivery delays from Stripe or temporary API rate limits.

When to investigate:

  • If a payout hasn't synced within 1 hour, check your dashboard for errors
  • If no errors are shown, try a manual retry from the Sync History
  • If delays persist, check your Stripe webhook settings and ensure SyncFast's endpoint is active

🗺️ Account Mapping Errors ​

Symptom: "Invalid account" or "Account not found" errors during sync.

Cause: A QuickBooks account that was part of your mapping was renamed, deactivated, or deleted.

Fix:

  1. Go to Settings > Account Mapping
  2. Look for mappings highlighted with a warning
  3. Select a valid replacement account from the dropdown
  4. Click Save and retry the failed sync

📧 Email Notifications Not Arriving ​

Symptom: You're not receiving sync confirmation or error alert emails.

Cause: Emails may be filtered to spam or blocked by your email provider.

Fix:

  1. Check your spam/junk folder for emails from SyncFast
  2. Add SyncFast's sending address to your email allow list
  3. If emails are still not arriving, contact support

🆘 Getting Help ​

If you can't resolve an issue using this guide:

  1. Check the Sync History for specific error messages
  2. Note the affected payout ID and timestamp
  3. Contact support with these details for faster resolution

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