Resolving common QuickBooks errors

Sync errors happen. Here's how to read them and fix the most common ones.

Where errors show up

Location	What you see
Banner at top of Run a Call	"3 QBO sync errors need attention."
Settings → QuickBooks → Sync log	Full list, with timestamp and entity.
The affected invoice	Yellow banner with the specific error.

Reading the sync log

Each row shows:

Timestamp        Entity         Direction          Status     Message
2026-06-18 11:32 Invoice #1842  Run a Call → QBO   Failed     Tax code 'Combined 7.25' not mapped

Click the row to expand and see the full error payload.

Common errors and fixes

"Customer not found"

The QBO customer was deleted (manually or by a duplicate-merge tool). Sync will recreate it.

Fix: usually self-resolving on retry. If it persists, manually recreate the customer in QBO with the same name and email.

"Tax code not mapped"

A tax rate on the Run a Call invoice has no QBO mapping.

Fix: Settings → QuickBooks → Tax → pick a QBO code for the unmapped rate. Retry sync on the failed invoices.

See Mapping tax rates to QuickBooks Online.

"Item not found"

A pricebook item isn't in QBO.

Fix: turn on Auto-create missing QBO products (Settings → QuickBooks → Items), or manually create the item in QBO with the same name. Then retry.

"Closed period"

The invoice date is before the QBO Closing date (a date past which you've told QBO not to allow changes).

Fix: two options:

Option	What to do
Move closing date forward	Talk to your accountant first.
Post to current period	Change the invoice date in Run a Call to today.

"Account inactive"

A line item or tax code points at an income or expense account marked inactive in QBO.

Fix: reactivate the account in QBO, or update the mapping in Run a Call to point at an active account.

"Duplicate Doc Number"

Run a Call assigned an invoice number that already exists in QBO. Usually happens after a number conflict between manual QBO invoices and Run a Call invoices.

Fix: turn off "Run a Call IDs in QBO" under Settings → QuickBooks → Invoices. QBO will use its own numbering for synced invoices.

"Tax not enabled"

You're trying to sync a taxable invoice but QBO sales tax isn't set up.

Fix: Set up sales tax in QBO under Taxes → Set up tax, then come back and configure mappings in Run a Call.

"Token expired"

Your QBO connection expired (Intuit revokes tokens periodically).

Fix: Settings → QuickBooks → Reconnect. You'll sign in to Intuit again. The queued events will resync automatically.

Retrying failed events

In the sync log, multi-select failed events → Retry. Or click into one event → Retry single event.

Some events auto-retry (3 attempts at 5/30/60 minutes). Persistent failures stop and wait for you.

Bulk fixes

For widespread errors (e.g. you forgot to map several tax rates and dozens of invoices failed):

Fix the underlying mapping.
Sync log → filter to Failed → multi-select → Retry all.

All previously-failed events that now match the fixed mapping will succeed.

Escalating

If you've worked through the above and an error persists, email admin@runacall.com with:

Info	Where to find it
Exact error message	From the sync log row.
Affected invoice number	From the failing invoice.
QBO realm ID	Under Settings → QuickBooks → Status.

Support can dig into the Intuit-side log and the Run a Call sync queue.