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Troubleshooting Quickbooks Sync Issues

Common areas where questions come up in the BlueTrace Quickbooks integration

This article covers three of the most common issues you may run into when using the BlueTrace QuickBooks integration:

  1. You created a new record (item, customer, vendor) in QuickBooks and can’t sync it

  2. You deleted an Invoice or Purchase Order (PO) in QuickBooks and want it back

  3. An invoice failed to be created and shows an error in BlueTrace

1. I created a new Item/Customer/Vendor in QuickBooks. Why can’t I sync it?

Applies to: QuickBooks Online (QBO)

Symptom: You just created a new Product/Service, Customer, or Vendor in QBO and don’t see it available to match or sync in BlueTrace yet.

Why this happens

BlueTrace reads QBO data from a QuickBooks cache that is updated about once every 60 minutes. Until that cache refresh happens, BlueTrace doesn’t “know” about the new record you created in QuickBooks, so:

  • The new Product/Service, Customer, or Vendor won’t show up in BlueTrace’s matching UI

  • BlueTrace cannot link or use that record on invoices/POs yet

  • If you create a new record in BlueTrace, it will likely create a duplicate record or generate an error if the name is exactly the same as the record in QB that BlueTrace doesn't know about yet.

How to fix it

You have two options:

1. Wait for the next cache update

  • The QuickBooks cache refreshes about once an hour

  • After the refresh, your new record should appear in BlueTrace and be available for matching

2. Use “Resync” when available

  • In some integration screens, you may see a Resync button

  • Clicking this prompts BlueTrace to pull fresh data from QBO ahead of the hourly schedule

  • After the resync completes, you should see the new record

Best Practice (Recommended):
Create new Items, Customers, and Vendors in BlueTrace first, and let BlueTrace create them in QuickBooks. This avoids waiting for the QuickBooks cache to catch up and keeps both systems aligned.

2. I deleted an Invoice or PO in QuickBooks. Can BlueTrace bring it back?

Applies to: QBO and QBD

Symptom: An invoice or purchase order that was created by BlueTrace is deleted directly in QuickBooks, and you’d like BlueTrace to recreate it.

Short answer

No. Once an invoice or PO is deleted in QuickBooks, BlueTrace cannot automatically recreate that exact document.

Why this happens

  • QuickBooks treats deleted invoices/POs as permanently removed

  • BlueTrace does not maintain a full copy of every invoice/PO that would allow it to “rebuild” that exact artifact on demand

  • Subsequent attempts from BlueTrace to update that invoice/PO may fail because QuickBooks no longer has a record to update

What you should do

If you’ve deleted an invoice or PO in QuickBooks:

Recreate it manually in QuickBooks

  • Use the information from your BlueTrace Sales Order (for invoices) or Purchase (for POs) as a reference

  • Re-enter the customer/vendor, line items, quantities, and prices in QuickBooks

Going forward, avoid deleting auto-created documents in QuickBooks

If something is wrong, it’s usually better to:

  • Void the invoice/PO in QuickBooks, or

  • Fix the underlying issue in BlueTrace and let the integration update the document where possible

If you’re not sure whether to void, edit, or recreate, reach out to your BlueTrace CSM or support for guidance based on your specific workflow.

3. My invoice failed to create because of an error

Applies to: QBO and QBD

Symptom: You packed/shipped an order in BlueTrace, but the QuickBooks invoice did not get created. In the integration UI, you see an error message for that invoice attempt.

Common reasons an invoice fails

Invoices can fail to be created for several reasons, including:

Customer is not matched

  • The BlueTrace Customer is not linked to a Customer in QuickBooks

  • The Customer’s billing email is missing in BlueTrace or doesn’t match any email on the QuickBooks Customer

Item is not matched

  • One or more Items on the packed/shipped order are not linked to a Product/Service (QBO) or Item (QBD) in QuickBooks

  • The Item in BlueTrace has no SKU, or the SKU doesn’t match anything in QuickBooks

Invoice number conflict

  • QuickBooks already has an invoice using the same invoice number

Deleted or deactivated records

  • The Customer or Item used on the order was deleted or archived in QuickBooks

How to fix an invoice error

Open the error in BlueTrace

  • Go to the QuickBooks Integration area in BlueTrace

  • Locate the failed invoice and view the error details

  • The message will usually tell you whether the problem is a Customer, Item, or number conflict

Fix the underlying issue

Depending on the error:

  • Customer not matched

    • Make sure the Customer in BlueTrace has a billing email

    • Confirm that email exists on the Customer record in QuickBooks

    • Run or wait for a sync so the match can be created

  • Item not matched

    • Make sure the Item in BlueTrace has a SKU

    • Confirm there is a matching Product/Service or Item in QuickBooks with the same SKU (QBO: SKU field; QBD: Manufacturer Part #)

    • Or, if it doesn’t exist in QuickBooks, let BlueTrace create it via the normal item sync flow

  • Invoice number already in use

    • Check the existing invoice in QuickBooks

    • Decide if you should:

      • Adjust numbering in QuickBooks, or

      • Void/rename the conflicting invoice before retrying

  • Customer or Item deleted/archived in QuickBooks

    • Restore or recreate the Customer/Item in QuickBooks

    • Ensure it’s active and linked correctly to the BlueTrace record

  • Retry sending the invoice

    • Once the underlying issue is fixed, return to the error in BlueTrace

    • Use the Resend / Retry button (wording may vary)

    • BlueTrace will attempt to create or update the invoice again in QuickBooks

If the invoice still fails after you’ve corrected the matches, send the error message and a screenshot to BlueTrace Support so the team can help you investigate.

Still having trouble?

If you’re using QuickBooks Desktop (QBD) and suspect your web connector setup is part of the problem (for example, it isn’t running or has been misconfigured), you may need to remove it and start over, this requires support from BlueTrace, but details are at the bottom of this page.

If you’re stuck or the error message doesn’t make sense, share:

  • The error displayed in BlueTrace

  • The Customer/Item involved

  • Whether you’re on QBO or QBD

with Support or your CSM, and they can help you get unstuck.