This article covers: 

Frequently Asked Questions

Specific Errors

General Troubleshooting

If you are running into trouble with your QuickBooks Desktop connection, first check your set up:

Are QuickBooks and the Sync Manager both running?

The Sync Manager and QuickBooks Desktop both need to be running in order to sync or export.

Is the Sync Manager installed in the correct location?*

The Expensify Sync Manager should be installed in the same location as your QuickBooks application. If QuickBooks is installed on your local desktop, the Sync Manager should be too. If QuickBooks is installed on a remote server, the Sync Manager should be installed there instead. 

Is there only one Expensify Sync Manager running? 

There can only be one Expensify Sync Manager running with the same token at one time.* If your Sync Manager is installed on a remote server, make sure that the Expensify Sync Manager is not also installed on your local desktop.

Frequently Asked Questions:

How do I download the Expensify Sync Manager?

You will be provided a link to download the Expensify Sync Manager during the actual connection process. You do not need to install the Sync Manager beforehand. 

If you have already connected your policy to QuickBooks Desktop and need to install a new copy of the Sync Manager, you can find a link to install a new copy on the Connections page of your policy settings:

Accessing the Expensify Sync Manager logs

Syncing and export issues that cannot be resolved using our error guides may require additional information contained in your Sync Manager's log file. 

To access and send the log file: 

  1. Open the Expensify Sync Manager
  2. Double click on the version number in the bottom left corner. This will open a folder containing the log file
  3. Send us the log file as an attachment via our built-in support chat, or to help@expensify.com

Note: If you are using a hosted server such as RightNetworks, you might not be able to access the log file yourself. If you receive an error after double clicking on the version number in the bottom left corner, please reach out to your server hosts and ask them to place your log file on your desktop so that you can access it. 

Problems Installing the Expensify Sync Manager

If you are trying to install the Sync Manager on a Windows server, you will need to make sure .NET 3.5 is enabled. To do this:

  • Click Start and type Turn Windows features On or Off.
  • Click Turn Windows features On or Off.
  • If it is not enabled, click in the white check box to enable it and click Ok.
  • Once this has been enabled, reboot your computer and try installing the Sync Manager again.

Once this has been enabled, reboot your computer and try installing the Sync Manager again.

*Can I install the Expensify Sync Manager in more than one place?

Even if you have multiple users syncing and exporting to QuickBooks Desktop, we don't recommend installing the Sync Manager in multiple locations. As long as the Sync Manager is running with QuickBooks in the single location that it is installed, any admin on your policy will still be able to sync and export successfully from their own computer.

How do I sync my connection? 

We recommend syncing your QuickBooks Desktop connection at least once a week, or whenever you make adjustments in QuickBooks Desktop that may affect how your reports export from Expensify. This would include making changes to your Chart of Accounts, Vendors, Employees, Customers/Jobs, or Items. 

Step 1: 

Make sure that the Expensify Sync Manager and QuickBooks Desktop are both running. 

Step 2:

On the Expensify website, go to Settings > Policies > Group > [Policy Name] > Connections > QuickBooks Desktop  and click Sync now.

Step 3:

Wait for the syncing process to complete. This typically takes about 2-5 minutes, however it's not uncommon for the process to last longer. The time it takes to sync your policy will vary depending on how long it's been since the last time you synced and the size of your QuickBooks company file. 

Once the syncing process is complete the page will refresh automatically. You're all set!

How do I export reports to QuickBooks Desktop?

Exporting an Individual Report:

You can export reports to QuickBooks Desktop one at a time from within an individual report on the Expensify website by clicking the "Export to" button.

Exporting Reports in Bulk:

To export multiple reports at a time, select the reports that you'd like to export from the Reports page on the website and click the "Export to" button near the top of the page.

Once reports have been exported to QuickBooks Desktop successfully, you will see a green QuickBooks icon next to each report on the Reports page.

You can check to see when a report was exported in the Reports History & Commentssection of the individual report.

How do I find reports after they have been exported?

How your expenses show up in QuickBooks desktop will depend on the export options that you've selected in your connection's configuration settings.

If you are having trouble locating a report in QuickBooks Desktop after it has been exported, you can use the report's Expensify Report ID to search the "Ref. No." Field in QuickBooks. 

To search in QuickBooks Desktop by Ref. No., go to Edit > Find, select the appropriate Transaction Type according to the export options that you are using, and then enter your Report ID in the "Ref. No." field. 

Why are my Company Card expenses exporting to the wrong account?

There are a couple of factors that might cause your company card transactions to export to the wrong place in your accounting system. The first thing you'll want to do is make sure that the cards have been mapped to the correct accounts through domain control. Once that's been confirmed, double check the following:

Have the expenses in question been imported from a Company Card? 

Only expenses that have the Card/Lock icon next to them can use the export mapping settings that you configure through Domain Control. 

Expenses that have been imported from a card linked at the individual account level, expenses created from a SmartScanned receipt, and manually created cash expenses will export to the default account selected in your connection's configuration settings.

If the expenses that you are trying to export are SmartScanned receipt expenses that should have been merged with an imported Company Card expense, you can take some troubleshooting steps to determine why these expenses did not merge together automatically. 

Have you selected the correct export option in your Sync Options settings? 

Even if you have mapped your cards to specific accounts in Domain Control, you still need to select the appropriate export option under Settings > Policies > Group > [Policy Name] > Connections > QuickBooks Desktop > Configure. For example, if you select specific Credit Card accounts for your cards in Domain Control, you need to be sure to select "Credit Card" as your non-reimbursable export option:

Is the report exporter a Domain Admin?

The user exporting the report must be a Domain Admin. You can check the Report History & Comments section near the bottom of an individual report to see who exported it. 

If your reports are being exported automatically by Concierge, the user listed as the Preferred Exporter under Settings > Policies > [Policy Name] > Connections > QuickBooks Desktop > Configure must be a domain admin as well. 

If the report exporter is not a domain admin, all company card expenses will export to the default account selected in the Non-Reimbursable section of your Export configuration settings under Settings > Policies > Group > [Policy Name] > Connections > QuickBooks Desktop > Configure.

Has the card been mapped under the correct policy?

If you have multiple policies connected to the same accounting system, there will be a separate list of accounts displayed for each policy. Unless you choose an account listed under the same policy as the report you are exporting, expenses will export to the default account. 

How do I export to my users' Employee Records instead of their Vendor Records?

If you want to export reports to your users' Employee Records instead of their Vendor Records, you will need to select Check or Journal Entry for your reimbursable export option. There isn't a way to export as a Vendor Bill to an Employee Record. If you are setting up Expensify users as employees, you will need to activate QuickBooks Desktop Payroll to view the Employee Profile tab where submitter's email addresses needs to be entered.

How does Tax work with QuickBooks Desktop?

At this time, Expensify doesn't support tax import from QuickBooks Desktop.

We're currently gathering use cases on our Community Forum, found here.

How does multi-currency work with QuickBooks Desktop?

When using QuickBooks Desktop Multi-Currency, there are a few limitations based on your export options. 

Vendor bills and Checks:

The vendor currency and the account currency have to match but do not have to be in the home currency. 

Credit Card: 

Expenses that don't match an existing vendor in QuickBooks export to the Credit Card Misc. vendor that we create. When you try to export a report in a currency other than your home currency, the transaction will be created under the vendor currency with a 1:1 conversion. A transaction in Expensify for $50 CAD will show in QuickBooks as $50 USD.

Journal Entries:

Multi-currency exports will fail as the account currency has to match both the vendor currency and the home currency. 

Exporting Negative Expenses

In general, you can export negative expenses successfully to QuickBooks Desktop regardless of which Export Option you choose. The one thing to keep in mind is that if you have Check selected as your export option, the total of the report can not be negative.

Specific Errors:

The Expensify Sync Manager Could Not Be Reached

To resolve this error, take the following steps:

  1. Make sure that both the Sync Manager and QuickBooks Desktop are running.
  2. Make sure that the Sync Manager is installed in the correct location. The Sync Manager should be installed in the same location as your QuickBooks application. If QuickBooks is installed on your local desktop, the Sync Manager should be too. If QuickBooks is installed on a remote server, the Sync Manager should be installed there instead.
  3. Make sure that the Sync Manager's status is "Connected."
  4. If the Sync Manager status already shows as "Connected," click Edit and Save to refresh the connection and try syncing your policy again. 

If the error persist, double check that the token you see in the Sync Manager matches the token in your connection settings:

 The Wrong QuickBooks Company is Open

This error indicates that you have the wrong company file is open in QuickBooks Desktop. To resolve, after taking the general troubleshooting steps outlined here, take the steps outlined in the error message:

  1. If you can see that the wrong company file is actually open in Quickbooks, go to QuickBooks and Select File > Open or Restore Company > [Company Name]. Once the correct company file is open, attempt to sync your policy again.
  2. If the correct company file is open and you're still getting this error, close out of QuickBooks Desktop completely, reopen the desired company file, then sync again. 

If you are still getting this error after taking the steps above, log into QuickBooks as an admin in single user mode, go to Edit > Preferences > Integrated Applications > Company Preferences, and remove the Expensify Sync Manager listed there. 

Next, try sync your policy again in Expensify. You'll be prompted to re-authorize the connection in QuickBooks, and this should allow you to sync successfully. 

If the error persists, double check that the token you see in the Sync Manager matches the token in your connection settings:

Billable Transactions Require an Associated Customer

This error messages indicates that some of the expenses on the report that you are trying to export are flagged as "Billable" but have not beed coded with an associated customer/job. 

To resolve, open the report and select a customer/job for each billable expense:

If you do not see a list of Customers/Jobs to choose from when editing your report, you may need to enable them in your configuration settings

Once all billable expenses have been properly tagged, try exporting your report again.

No Vendor Found For Email in QuickBooks

Each submitter’s email must be saved as the "Main Email" in their Vendor record within QuickBooks Desktop.

To resolve, click into your vendor section of QuickBooks: 

Next, make sure that the email mentioned in the error matches the "Main Email" field in their record. This is case sensitive, so you will need to change any capitalized letters to be lowercase. 

If you want to export reports to your users' employee records instead of their vendor records, you will need to select Check or Journal Entry for your reimbursable export option. If you are setting up Expensify users as employees, you will need to activate QuickBooks Desktop Payroll to view the Employee Profile tab where submitter's email addresses needs to be entered.

Once you have added the correct email to the vendor record, save this change and sync your policy before trying to export this report again. 

Please Close Any Dialog Boxes Open Within QuickBooks and Try Again

This error indicates that there is a dialogue box open within QuickBooks that is interfering with attempts to sync or export. To resolve this, simply close any open windows within your QuickBooks Desktop so that you only see a gray screen and then try exporting or syncing again. 

Do Not Have Permission to Access Company Data File

To resolve this error, you will need to log into QuickBooks Desktop as an Admin in single-user mode and go to Edit > Preferences > Integrated Applications > Company Preferences.

From here, select the Expensify Sync Manager and click Properties.

Make sure that "Allow this application to login automatically" is checked and click OK. Close all windows within QuickBooks

If you are still getting this error after taking the steps above, go to Edit > Preferences > Integrated Applications > Company Preferences, and remove the Expensify Sync Manager listed there. 

Next, try sync your policy again in Expensify. You'll be prompted to re-authorize the connection in QuickBooks.

  • Click "Yes, always; allow access even if QuickBooks is not running.”
  • Select the Admin user from the dropdown then click "Continue." Selecting "Admin" does not mean you will always need to be logged in as an admin to use the connection. This is just required to create the connection.
  • Click "Done" on the pop up and navigate back to Expensify where your policy should finish syncing. 

Transaction Split Lines to Accounts Payable Must Include a Vendor On That Split Line

When exporting as journal entries to an Accounts Payable, this requires a vendor record, not an employee. The vendor record must have the email address of the report creator/submitter. 

If the report creator/submitter also has an employee record, you need to remove the email, because Expensify will try to export to the employee record first for journal entries.

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