Sometimes reports may fail to export or sync with QuickBooks Online. This guide outlines common errors and how to resolve them.

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Issue: Report won’t automatically export to QuickBooks Online

If an error occurs during automatic export:

• You’ll receive an email with error details
• The error will appear in the related Expense Chat (red dot next to report)
• Auto-sync errors also appear in the related #admins room with a link to the accounting settings

Errors will prevent automatic export until resolved.

How to resolve

1. Open the expense
2. Make the required corrections
3. An admin must go to the report’s Details tab and click Export

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Issue: Unable to manually export a report

Only reports in Approved, Closed, or Reimbursed status can be exported. If the report is Open, the export button will load an empty screen.

How to resolve

1. Submit the report (if Open)
2. Have an approver approve it (if Processing)
3. Then, a Workspace Admin can manually export the report

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Error: When exporting billable expenses, please make sure the account in QuickBooks Online has been marked as billable

This happens when the category used is not marked as billable.

How to resolve

1. Log in to QuickBooks Online
2. Go to Gear > Company Settings > Expenses
3. Enable Make expenses and items billable
4. If “In multiple accounts” is selected:
   • Go to Chart of Accounts
   • Click Edit on the relevant account
   • Mark as billable and assign an income account
5. Sync the connection in Expensify under Workspaces > [Workspace Name] > Accounting > QuickBooks Online
6. Open the report and re-export

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Error: Feature Not Included in Subscription

This occurs when your QuickBooks subscription doesn’t support a selected feature.

How to resolve

Turn off the unsupported feature in Expensify or upgrade your QuickBooks Online plan.

Note: QuickBooks Self-Employed is not supported in Expensify.

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Error: Error Creating Vendor

Occurs when a matching Employee Record already exists in QBO with the same name.

How to resolve

Option 1:

1. Log in to QuickBooks Online
2. Go to Employee Records and edit the name
3. Sync your QuickBooks Online connection
4. Re-export the report

Option 2:

1. Manually create vendor records in QBO with matching email addresses
2. In Expensify, turn off Automatically Create Entities under Workspaces > [Workspace Name] > Accounting > Advanced

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Error: When You Use Accounts Payable, You Must Choose a Vendor in the Name Field

Occurs when exporting reimbursable expenses as Journal Entries to an A/P account.

How to resolve

• Option 1: Change export type in Accounting > Export to something other than Journal Entry
• Option 2: Enable Automatically Create Entities
• Option 3: Manually create vendor records in QBO

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Error: Items marked as billable must have sales information checked

Occurs when an item used does not have sales info enabled.

How to resolve

1. Log in to QuickBooks Online
2. Go to your Items list
3. Click Edit on the relevant item
4. Check Sales, assign an income account, and save
5. Sync the connection in Expensify under Workspaces > [Workspace Name] > Accounting > QuickBooks Online
6. Re-export the report

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Error: Couldn’t Connect to QuickBooks Online

Occurs when your QBO credentials have changed or expired

Also appears as: OAuth Token Rejected

How to resolve

1. Go to Workspaces > [Workspace Name] > Accounting > QuickBooks Online
2. Click Sync Now
3. In the pop-up, click Reconnect and log in with your current QBO credentials

If using new credentials, reconfigure settings after reconnecting. Take a screenshot of the settings beforehand.

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Error: Duplicate Document Number

This occurs if QBO is set to flag duplicate bill numbers.

How to resolve

1. Log in to QuickBooks Online
2. Head to Settings > Advanced
3. Under Other Preferences, set “Warn if duplicate bill number is used” to Off
4. Sync the connection
5. Re-export the report

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Error: Currency mismatch with A/R or A/P accounts

Occurs when the currency of the vendor record doesn’t match the currency on the A/P account.

How to resolve

1. Log in to QuickBooks Online
2. Open the Vendor Record
3. Confirm:
   • Correct currency
   • Associated A/P account
   • Email matches Expensify user

If you have duplicate vendors with the same email and different currencies:

1. Remove the email from the unwanted vendor
2. Sync Expensify
3. Re-export the report

If issues persist:

• In Expensify, go to Accounting > Export
• Check that the selected A/P accounts use the correct currency

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FAQ

Why are company card expenses exporting to the wrong account?

1. Go to Settings > Domains > Company Cards
2. Click Edit Export for the affected card and confirm the correct account
3. Verify that expenses have the Card + Lock icon (to be mapped correctly)

Is the exporter a domain admin?

• The preferred exporter (used by Concierge) must be a domain admin
• If not, exports will default to the fallback company card account

Check the exporter’s role in Workspaces > [Workspace Name] > Accounting > QuickBooks Online > Export

How do I disconnect the QuickBooks Online connection?

1. Click your profile image in the bottom-left menu
2. Go to Workspaces
3. Select your workspace
4. Click Accounting
5. Click the three-dot icon next to QuickBooks Online and select Disconnect
6. Confirm to disconnect

Note: This clears all imported options from Expensify

Can I export negative expenses?

Yes — QuickBooks Online accepts negative expenses across all export types.