Using QuickBooks 2-way sync keeps both platforms in lockstep. Sometimes data issues can cause syncing to fail. This is where the Sync Dashboard helps you identify the issue and get you to the right place to fix it.
The Sync Dashboard in CRO shows the status of customers, invoices, and products syncing with QuickBooks Online. If a record fails, you can open the error, correct the information, and retry it from the dashboard.
Find a sync issue
In Billing, open the Sync Dashboard from the left-hand navigation menu.
Look at the top overview section. You'll see whether any sync issues exist. In the table lower down the page, choose the matching tab: Customers, Invoices, or Products, to focus on the record type with the issue.
Use the Status Filter Buttons to narrow the table to records with the issue.
Records can move through Pending Sync and In Progress before showing Synced or Sync Failed. The dashboard updates statuses and counts automatically without clearing your filters, so a retry may take a few minutes to appear as complete.
Correct the record and retry
Read the error first; it tells you what needs attention. Click Details in the dashboard table to open the relevant editor without searching for the record elsewhere. From there, you can edit customer or service-location details, open an invoice, or change a product’s basic details.
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For example, QuickBooks may reject a service location that has the same name as its parent billing account. Give the records distinct names, save your changes, then choose Retry Sync for the failed record. It should move to Pending Sync while the retry runs.
If the failed record is an invoice, check whether a related customer or product also failed. Correct and retry that record first, then retry the invoice if it remains failed. If the error is unclear or the retry fails again, contact Support and include the error message and the affected record.
Fix a mapping
A mapping tells CRO which QuickBooks record corresponds to a CRO record. If a customer, invoice, or product is linked to the wrong QuickBooks record, open that row’s menu and choose Remap. For a record that has not yet been mapped, the option may be labeled Map to QuickBooks.
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In the mapping dialog, search for and select the correct QuickBooks record. You’ll also choose which system’s information to use for the initial sync:
CRO to QuickBooks overwrites the selected QuickBooks record with the CRO information.
QuickBooks to CRO overwrites the CRO record with the QuickBooks information.
Review the selected record and direction before saving. This choice determines what happens when you establish the mapping; it is not a permanent setting that makes one system the master for every future change.
If you need to remove a link altogether, choose Unmap. This clears the association between the two records. It is different from Disable Sync, which stops future syncing but keeps the mapping in place.
Use the row and batch actions
➡️ Row Actions
Right-click a row to see actions available for that particular record.
Depending on the sync status of the row, these can include:
Retry Sync — try a failed sync again after correcting the problem.
Force Sync — send a record that is already synced through another sync.
Sync from QuickBooks — pull the current QuickBooks details into CRO for that one record. This is a one-time overwrite, so check the QuickBooks information first.
Enable Sync or Disable Sync — start or stop ongoing syncing for the record.
Map, Remap, or Unmap — manage its QuickBooks association.
☑ Batch Options
To act on multiple records, select them in the table and use Batch Options. You can Shift-click to select a range. The menu shows only actions available for the records you selected; it may change as you add or remove selections.
If products fail because an income account is missing
If you see “Default income account not configured,” open the QuickBooks integration settings and select a default income account from your QuickBooks accounts. Then enable the affected products or retry.
You can also set a different income account for an individual product on its product page. You can't assign income accounts to multiple products at once from the dashboard’s batch menu.
If you have any questions or run into a syncing error you can't figure out, please reach out to customer service, and they will be more than happy to help you troubleshoot any complex issues that may arise.