Overview

This article covers common troubleshooting steps for both QuickBooks Desktop and QuickBooks Online integrations with Supermove. Since each platform has unique requirements, we’ve broken down the guidance into separate sections, along with general tips that apply to both.

If you’ve configured Supermove to integrate with QuickBooks Desktop, invoices, move details, and payment information can be exported directly into your QuickBooks Desktop account.

Quick Note: If you notice that an invoice isn’t exporting to QuickBooks, it may be due to a specific export error. For a reference of known error messages and how to resolve them, see Resolve Known QuickBooks Export Errors. This will guide you step-by-step to identify and fix the issue before retrying the export.

QuickBooks Desktop Troubleshooting

Check Your Connection Status
Go to Settings > Company Settings > Accounting.
If the integration is active, you’ll see a confirmation message.

Troubleshooting Steps:

1. Is QuickBooks Desktop open?

   • Your QuickBooks Desktop software must be open and running in the background on your computer.

   • If you logged out or closed QuickBooks, reopen it to re-establish the connection.

2. Is the QuickBooks Desktop Connector app running?

   • The Connector app must be installed and running in the background.

   • If you turned off your computer, be sure to reopen and restart the Connector app.

Note: If the Connector app was offline, it may take up to 1 hour for the integration to resume fully once restarted.

QuickBooks Online Troubleshooting

If you’re integrated with QuickBooks Online, the sync runs through a cloud connection.

Before You Begin:

• Make sure Custom Transaction Numbers are turned OFF in QBO before activating the integration:

  • In QuickBooks Online: Gear Icon → Account & Settings → Sales → Sales Form Content → Turn OFF “Custom Transaction Numbers.”

Connection Steps (if integration shows Offline):

1. Go to Company Settings > Accounting.

2. Navigate to the QuickBooks Online section and click Connect.

3. Log in to your QuickBooks account when prompted.

4. If the status still shows “Offline” after connecting, wait up to ~30 minutes.

   • To force a refresh, go to Configure > Import and click Import for Customers, Tax Rates, and Payment Methods.

If You See a “Needs Update” Error
Sometimes, you may see an error like this when trying to export:

{"error_type":"CONNECTION_ERROR","error_code":"NEEDS_UPDATE","error_message":"The merchant needs to re-authenticate this connection. Please use the update_url value to re-establish the connection."}

In this case, you don’t need to disconnect your account. Instead, re-authenticate:

• Go to Settings > Company Settings > Accounting.

• Click on the blue Account ID under the QuickBooks section.

• Follow the prompts to re-authenticate (must be done by your QuickBooks admin).

If the issue persists after re-authenticating, reach out to Support.

Common Mistakes to Avoid

• ❌ Closing QuickBooks Desktop — the software must stay open for exports to work.

• ❌ Connector App not running — make sure the Desktop Connector app is open and active after restarting your computer.

• ❌ Custom Transaction Numbers left ON in QBO — this setting must be OFF for QuickBooks Online integrations to work.

• ❌ Not waiting long enough after reconnecting — QuickBooks Online may take up to 30 minutes to refresh status after connecting.

• ❌ Forgetting to import settings — in QuickBooks Online, always import Customers, Tax Rates, and Payment Methods after reconnecting.

Tips That Apply to Both Integrations

• Monitor the Status: Always check the Accounting tab in Company Settings to confirm if your integration is Online.

• Batch Exports: Invoices queued in Supermove will show as “Queued for QuickBooks Export” and will export in the next batch.

• Mapping & Accuracy: For personalized setups, make sure bill items are correctly mapped to the right Income Accounts in QuickBooks.

Have questions? Please reach out to our Product Experts Team at help@supermove.com for assistance.