Invoice export issues to QBO

[Lori Heberlein]

Is anyone having issues exporting invoices to QBO? We haven't been able to export any for a month and ServiceM8 doesn't seem to in a hurry to resolve the issue.

They keep telling us that they've escalated it to their their Product Team but we're not getting regular updates from the progress.

Any help or input would be appreciated.

[Digital Data Designed, LLC]

Hi Lori,

If you could check something for me to help troubleshoot if you have having a similar issue as another client…

While I understand Job Invoices are not showing up correctly in QBO, are you getting an error message, or are they not showing up at all? Can you take a look in your QBO account under one of these clients and see if one of these "missing" invoices from ServiceM8 is visible there (while not being "visible" within the Invoicing page of QBO)?

[Lori Heberlein]

We were originally getting the following message:

I had exported a partial invoice for the same customer the month before and had successfully exported 30 other invoices that had partial invoices associated with them as well. Then the message we were getting is that the system was taking too long to respond:

I reached out to ServiceM8 support and have been providing them all the information they requested to identify the problem. We have disconnected and reconnected our QBO account but it is still not working. They also told us that we had too many customers in our QBO account (we have approximately 18,000) but we've been working in ServiceM8 for a year now with out any problems and the same number of customers.

Lori

[Digital Data Designed, LLC]

Thanks for this detail Lori,

As the error message states, there could be a number of reasons for this issue.

The first thing I would test is changing the Client Name IN QBO (I usually simply add "QBO" to the end), and see if the client name updates back in ServiceM8 on the same Job (may take some time). This should rule out an issue with the Client record.

Next I would verify that all Line Items on this Job are formatted correctly; Quantities, Pricing, etc are correct with no oddities, the descriptions do not have odd or special characters, and all line items have Item Numbers. If all is well here, are all the Item Numbers already existing Materials in your account (are any of the Line Items "New" to this Job and would ultimately create new Materials in your account)?

I might be worth scheduling a support session with our team so we can walk through these items with you in a recorded screen-sharing session and document the issues further ($40/instance). We can then connect and share this as well with ServiceM8 Support to further assist in their troubleshooting.