How do I troubleshoot expenses not syncing from QuickBooks Online to Factor?

Step 1: Verify QuickBooks Connection

Factor synchronizes expenses from QuickBooks Online based on project mappings and designated accounts. Ensure that your QuickBooks Online integration is active:

1. Go to Settings in Factor.
2. Navigate to the Your Firm tab.
3. Confirm that Factor is still connected to QuickBooks Online.
   
   

Step 2: Check the Expense Account Mapping

Factor only pulls expenses from QuickBooks accounts that are mapped for synchronization. Verify that the expense was logged in one of the mapped accounts:

1. In Factor, go to Settings > QuickBooks Expense Links.
2. Review the list of mapped QuickBooks accounts.
3. Ensure that the expense was entered in one of these mapped accounts in QuickBooks Online.
4. If the account you logged the expense to is not in the list of QuickBooks Expense Links, update the mapping by adding a link and selecting the correct account and a corresponding Expense Type in Factor.

Step 3: Confirm Project and Customer Mapping

For Factor to recognize an expense, it must be linked to a customer and sub-customer in QuickBooks that corresponds to a client and project in Factor:

1. In QuickBooks Online, open the expense entry and check if a customer and sub-customer are assigned.
2. In Factor, go to the Project Overview tab and confirm that the project is linked to the corresponding customer and sub-customer in QuickBooks.
3. If the project is not linked, manually link it in Factor under the Project Overview settings.

Step 4: Contact Support

If the expense is still not appearing after completing these steps, Factor’s support team can assist:

• Contact us via Help@FactorApp.com
• Submit a support request through the in-app chat
• Provide details, including:
  • The expense details (date, amount, account used)
  • The project and client it should be linked to
  • Any recent QuickBooks sync actions performed