When QuickBooks sync stops working, the cause is almost always one of a small set of issues. Work through them in order.
Check the sync status
Settings → QuickBooks. Look at the connection status:
| Status | Meaning | Fix |
|---|---|---|
| Active | Connection is live | Problem is event-specific — skip to the sync log |
| Token expired | Intuit revoked your token | Reconnect to fix |
| Disconnected | You (or the platform) disconnected | Reconnect to resume |
Read the sync log
Settings → QuickBooks → Sync log. The log shows every recent sync event with status.
| Failure message | Likely cause | Fix |
|---|---|---|
| "Customer not found" | QBO customer was deleted | Recreate or let auto-create fix it |
| "Tax code not mapped" | Run a Call tax rate has no QBO code | Fix mapping under Tax |
| "Item not found" | Pricebook item isn't in QBO | Enable auto-create or add manually |
| "Closed period" | Invoice date is before your QBO closing date | Move closing date or repost |
| "Account inactive" | QBO account marked inactive | Reactivate it |
See Resolving common QuickBooks errors for the full list.
Manually retry a stuck event
In the sync log, find failed events:
- Multi-select.
- Retry.
If the underlying issue is fixed (e.g. you just mapped the missing tax code), the retry succeeds and the event clears.
Auto-pause kicked in?
If a webhook subscription kept failing, it may have been auto-paused. The Sync log shows auto_paused_at. Fix the underlying issue, then click Resume on the paused subscription to restart event delivery.
Reconnect (last resort)
If status is Token expired or sync is fundamentally broken:
- Settings → QuickBooks → Disconnect.
- Wait a minute.
- Connect QuickBooks Online — re-authorize with QBO admin credentials.
- Past mappings reapply.
- Queued events resume flowing.
This won't damage data — disconnect is non-destructive.
Common scenarios
| Scenario | Likely cause | Fix |
|---|---|---|
| "My invoices stopped syncing today" | Token expired overnight | Reconnect |
| "Random invoices fail with 'tax code not mapped'" | New tax rate not mapped | Add mapping under Tax |
| "All payments are syncing but invoices aren't" | Sync direction or item-mapping issue | Check Settings → QuickBooks → Invoices |
| "Sync log is empty" | Sync isn't running at all | Connection state is probably Disconnected — reconnect |
When to contact support
If you've worked through the checks and the sync log still shows mystery errors, email admin@runacall.com with:
- The affected invoice or event ID.
- The error message from the sync log.
- Your QBO realm ID (under Settings → QuickBooks → Status).
The team can dig into Intuit-side error responses that aren't fully exposed in the UI.