Understanding the 'Problem Invoices' Tab (QuickBooks Online Users Only)

Invoice Sync with QuickBooks

Keeping invoices accurately synced between PortPro and QuickBooks ensures financial data integrity and smooth accounting workflows. This guide helps identify and resolve common problems preventing invoices from syncing—empowering users to fix them without needing technical support.

Identifying and Resolving Problem Sync Invoices

Invoices that fail to sync appear under the ‘Problem Invoices’ tab for one or more of these common reasons:

Common Reasons

• QuickBooks is not connected

• Customer is not synced to QuickBooks

• Charge codes are not synced

• Customer was changed inside the load after initial sync

• Load was manually created in QuickBooks with the same load number

How to Check and Resolve

QuickBooks Not Connected

• Navigate to Customers > Customer Profiles

• Click Connect to QB in the top right

• If successful, the button updates to Disconnect from QB

Customer Not Synced

• In Customer Profiles, verify the QuickBooks Email matches the customer’s QuickBooks profile email

• If mismatched, update the email and click Save

Charge Codes Not Synced

• Go to Settings > Billing Configuration

• Find charges marked as Unsynced

• Click the orange refresh arrows to resync

• If syncing fails:

  • Go to QuickBooks > Products and Services

  • Confirm charge codes exist only once

  • Merge duplicates if found

Customer Changed in Load

• Ensure customer details updated in PortPro match those in QuickBooks

• Note: edits in PortPro do not auto-sync to QuickBooks

Duplicate Load Number in QuickBooks

• If the load number exists manually in QuickBooks, sync is blocked

• Delete the manual invoice in QuickBooks

• Contact PortPro Support to clear the QuickBooks ID

• Retry syncing the invoice

Reminder

• Keep customer data consistent across PortPro and QuickBooks

• Avoid manually creating invoices in QuickBooks with the same load number