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QuickBooks - Common Issues & Questions

If you use QuickBooks Online to manage your accounting, you'll be happy to know that OwnerRez integrates with QuickBooks.  Read about how it all works in our QuickBooks Integration Overview article.

This article provides a list of common questions and answers for the QuickBooks integration that are not covered elsewhere.

What versions of QuickBooks does OwnerRez integrate with?

OwnerRez is able to integrate with all versions of QuickBooks Online.  However, OwnerRez does not integrate with desktop versions of QuickBooks.

Note that there are different versions and features of QuickBooks Online.  OwnerRez can integrate with all of them.  However, you must have an advanced version of QuickBooks to take advantage of "class" tracking.

Booking taxes are not going into the tax fields on the QuickBooks invoice

We do not support the built-in "sales tax" wizard in QuickBooks nor the tax fields on invoices.  However, you can still file and record taxes.

To do this, create liability accounts in your chart of accounts for each type of tax you collect.  For instance, if you have a state and county tax, you might create two liability accounts called:

  • Sales Tax Payable (current liability type)
  • County Tax Payable (current liability type)

You would then create two Product or Service items that map to these accounts.  Feel free to use the same names on the Product or Service items as the accounts above.

Then in OwnerRez, edit your QuickBooks mappings so that each of your taxes maps to the correct Product or Service item that you just created.  If the items were just created, you may need to do "Refresh References" in OwnerRez so that our system has an updated list of accounts and items on file.

Make sure to Save.  If you have invoices that are already synced to QuickBooks, you may need to sync them again to correct the line items on the QuickBooks invoice.

Seeing error messages when a sync occurs

Try though we might, our system sometimes runs into QuickBooks errors when a sync happens.  We attempt to detect and code around errors and validation issues that come back from QuickBooks but sometimes the nature of the booking or payment makes it impossible to push across.  Here are some common ones and an explanation for what is going on.

QuickBooks error: "This transaction has been deposited. If you want to change or delete it, you must edit the deposit it appears on and remove it first."

When payments are pushed across to QuickBooks, we push them across as undeposited.  Later, you then create a bank deposit in QuickBooks for this payment (or multiple payments) so that you can properly reconcile your bank transactions.  Once you do that - including a payment in a deposit - the payment can no longer be changed or removed from QuickBooks.  You have to first remove the deposit before you can change or remove the payment.

When a sync runs in OwnerRez, the system may attempt to change or remove the payment depending on what occurred in OwnerRez.  But if the payment was part of a deposit, this causes QuickBooks to throw this error message up.

In order to fix it, find the deposit in QuickBooks and delete it.  Then come back to OwnerRez and run the "Sync Now" on the booking.  Once it works, you can then go back to QuickBooks and create the deposit again.

My old bookings aren't syncing!

True.  When you first turn on QuickBooks integration, it will apply your sync settings to new bookings, but not to old ones.

You can manually turn on the sync for each old booking, but if you have a lot of them, please contact the helpdesk - we can do it for you in bulk if you tell us how far back you want us to go.

When we import Channel Bridge for bookings, does that trigger a fresh sync in Quickbooks?

Yes, if any financial-related field on the booking changes.  There are many financial-related fields including charges, payments, refunds, fees, expenses and numerous stats.  If any of them change, the QB sync is re-triggered - assuming that the booking has the sync setting, of course.

I just got a QuickBooks Online account, where do I start?

Not with OwnerRez!  QuickBooks is a very powerful and complex program in its own right, and OwnerRez is not an accounting program itself.  It is generally best to get your company books set up and working in QuickBooks first, and only then to start working on integrating OwnerRez into them.

Generally speaking, you should:

  • Get a basic chart of accounts together (QB may have preloaded one for you already)
  • Configure a set of classes (if you're using class tracking), and 
  • Configure Product or Service items for things like rent and taxes.

You may need to spend some time figuring how to use QuickBooks itself before integrating OwnerRez.  The parts OwnerRez pushes into QB are relatively small, so it's often more orderly to get your bank accounts and everything else up and running first.

If you're not comfortable setting it all up yourself, talk to your accountant or some other knowledgeable professional who can advise you as to accounting best practices.  OwnerRez does not offer accounting consultation services, but we would be glad to answer your accountant's questions.

I'm not seeing all my income/expense accounts when setting rent and surcharge mappings

This is probably because you are misunderstanding what items QuickBooks uses for invoice line items.  There is a list of items called Product or Service Items in QuickBooks that you need to add items to - this is what invoices link to.  Please read our support article about Product or Service Items.

I have multiple QuickBooks Online accounts, can I work with both/all of them?

Yes! Go to Settings > QuickBooks and add each account individually. Then make sure you link the correct properties to each one. There is no additional charge for interfacing with multiple accounts.

Reconciling deposits that contain multiple payments

There is a common use case where partial payments for different bookings end up in the same deposit that your credit card processor deposits to your bank account. For instance, a guest may book a $200 reservation and put down 50% ($100) as a payment. Then there are other transactions on that same day which are batched together in a single deposit and sent to the bank, so you end up with a single deposit of $500 but have no way of knowing that the $100 payment is part of that.

Deposits are not supported by our QuickBooks sync process. For this situation, we recommend making payments go to "Undeposited Funds" instead of a bank account in QuickBooks and then when deposits come in, you can match them against the list of undeposited payments.  If fees are removed from each deposit, you would have to record those fees on the deposit as well which we talk about here.

I created a new product or class in QuickBooks, but it didn't appear in OwnerRez.

Did you refresh the references on the OwnerRez side after making those changes? There's a "Refresh References" button on several of the QB settings pages. You have to click that any time you make settings changes on the QB side so that OwnerRez can download the latest copy of your reference tables.

I'm getting an "Account assigned to this transaction has been deleted" error

You may see an error such as this one:

In this example, it's the Rent Received: Alabama taxes portion item, but your account will be different. The solution is the same...

This is happening because your Product or Service Items list (or classes) changed on the QB side after the invoice was created. Now, OwnerRez is trying to modify the old invoice (because the booking changed) but the settings are wrong in OwnerRez. You need to refresh the References on the QB settings in OwnerRez and make sure that what you selected is still a real item on the QB side.

To see what I mean, go to Settings > QB and drill into your connected account. From there, click the Change button at the top. You'll see a Refresh References button at the top. Click that. After it updates, OwnerRez will have a fresh set of references to use on our side when creating/modifying invoices. The Rent Mapping drop-down below that may updates to a new list.

Then click back out to the general QB settings and look at the various tabs for Property Settings, Surcharge Settings, Deposit Settings and Tax Settings.  Notice that your setting was mapped to the missing item on the QB side.  Does that "Alabama tax" (or whatever your item was named) still exist on the QB side?  Set that to what it should be now and save.

Then sync the bookings that failed again.

I'm getting a "The account period has closed and the account books cannot be updated" error

You may see an error such as this one:

This is happening because you or your account has closed the accounting period for that booking, but OwnerRez saw a change and was attempting to update QuickBooks. Once an accounting period has been closed on the QuickBooks side, OwnerRez is no longer able to update the invoice via API.

If the accounting period is purposefully closed and you don't want to update QuickBooks at all, then you can ignore this error.

If you do want to make the update, then first go to QuickBooks and open the accounting period covering that booking.

Then go to OwnerRez and sync the bookings that failed again.

Finally, after the sync is complete you can close the accounting period in QuickBooks again.

My bookings are paid by multiple payments, but I'm only getting one big invoice appearing in QuickBooks.

Unfortunately, that's how it works at present. Our current data model only creates one invoice for the entire booking, and updates that invoice when the booking changes.

We are considering a separate model where multiple invoices or sales receipts are created in QuickBooks instead for each payment, as many users have requested this.

One of my properties isn't syncing with QuickBooks.

Each property's syncing is controlled independently. Go to Settings > Financial > QuickBooks > click on the entry for your QuickBooks Online connection > Property Settings tab > check the list of properties there, and make sure all the ones you expect to be Active actually are.