Why is my transaction not posting to my accounting software?

Why is my transaction not posting to my accounting software?


In Article Navigation can be found to the right of this article or via the buttons below
Activity Dashboard
Status Definitions
Troubleshoot Errors
Known Errors

If you're unable to see your transactions in your accounting software after you've posted a batch in a deal, there could be a couple of reasons for this.
1. You haven't let the batch fully run.  Wait until it's fully processed and check the status in either the deal's transaction page, or on your Xero/QuickBooks Online > Activity page.
2. You have multiple browser tabs open and you need to refresh the tab you have Xero is in to see the transactions updated in Xero
3. There's a transaction error in the batch.  Did you know? 90+% of errors are because a contact is a either a duplicate either on the Loft47 side or in your accounting software's contacts and/or the contact in Loft47 is incorrectly linked to their Xero/QuickBooks Online respective contact(s). Refer to the troubleshooting guide to discover what transaction/contact has an error and how to fix it.

Below we walkthrough everything you need to know about your Integrations/Xero/QuickBooks Online/Activity page dashboard, from a complete overview of the dashboard to how to troubleshoot batching and contact errors, use the navigation above or on the right to quick link to the section you require.

ACTIVITY PAGE DASHBOARD

Here's an overview of your Activity Page: 
On your Xero/QuickBooks/Activity page, the page is broken up in 2 sections:
The Status section
The Activity Section
For a complete outline of each section, use the links above to navigate to that section to learn more.

STATUS SECTION

On this page, you will see the following rows/columns:

STATUS BAR 

On your Status bar, you can Sync Xero/QuickBooks Online or Disconnect Xero/QuickBooks Online from the Loft47 App.

The following information can also be viewed in the Status bar:

Company Information
The company information displays the Brokerage Name or Xero/QuickBooks Online Account name that is connected in your integration.  You can also see the integration ID number (the number our software uses to communicate with your accounting software).

Account Information
The Account information row displays the following items:
Connection Status: Yes if connected, no if not.
Number of Accounts: The number of GL Accounts that Loft can locate in your Chart of Accounts (any GL with an identifying account number).
Number of Bank Accounts: The number of Bank Accounts that Loft can locate in your Chart of Accounts (any bank account GL with an identifying account number).
Last Synchronized at: The date in which a Xero/QuickBooks Online sync was done in the Loft47 app.

ACTIVITY SECTION

The Activity Section lists lines of dated Sync and Post Batch processes done in-app, you can also manually Post a Batch and/or Post and pay if you haven't done so in your deal's transaction page.
Please note, each line, starting at the top line, overrides the previous Sync and Post Batch processes.  This means that if the most current line displays no errors this is your most current state for your Sync and Post Batch processes. When you either a post batch or Sync, after it's completed its process, you will see two status lines:
    1. Contact Sync status/messages
    2. Transaction Sync status/messages
On each of these lines, you can view the following:

Status: Displays the status of your Sync/Post Batches.
Posted at: Displays the date and time of your Sync/Post Batches. The posted at information is a url (all blue text in Loft are links) that redirects you to a list of the current transactions posted. Here you can see any failed transaction(s) and their error message(s).
Pending: Displays the number of pending Sync/Post Batches during the process.
Successes: Displays the number of successful Sync/Post Batches to your accounting software.
Errors: Displays the number of unsuccessful Sync/Post Batches to your accounting software.

Below we outline what each Status message/badge means.

STATUS/POSTED AT BADGE DEFINITIONS

Sync Complete

A 'Sync Xero/QuickBooks Online' Sync has completed.  

Contact batch complete

There are no contact errors when a Post Batch completes.
  

Contact batch warning

There are no blocking contact when a Post Batch completes. No blocking means there's an issue with the contact but it's not blocking a transaction from posting over to your accounting software, typically this warning can be ignored but it is good practice to clean up any contacts with issues before it becomes overwhelming to do so.  You can follow the troubleshooting guide below to clean up those contacts.

Transaction batch complete

There are no transaction posting errors when a Post Batch completes.

Transaction batch partially complete

There are some transaction posting errors when a Post Batch completes.

Transaction batch failed

All the transaction failed when a Post Batch completes.

Reversal complete

This indicates you reversed a transaction in a deal.

TROUBLESHOOTING GUIDE

In the below sections of this guide, we offer you both a video to follow along to and written walkthrough. Choose your poison. ;-)

TROUBLESHOOTING GUIDE VIDEO


TROUBLESHOOTING GUIDE WALKTHROUGH

  1. Navigate to the Activity Section and view the status line.
  2. Click the 'Posted at' (batching line) link in the list is what will redirect you to the Transactions status list.
In the Transaction status list, locate the failed status line, deal number (found under the transaction column header), the transaction type (agent payout, excess release, etc), and the error message. 
Use the known error message list linked here Known Errors  to find your error. Please note, 90+% of errors are because a contact is a either a duplicate either on the Loft47 side or in your accounting software's contacts and/or the contact in Loft47 is incorrectly linked to their Xero/QuickBooks Online respective contact(s). 


  1. Right Click the deal number link (all links are in blue) and choose to open in new tab to be redirected to the deal in a new tab OR Copy/Paste the link in a new tab using the shortcut keys CMD + C (MAC users) CTRL + C (PC users)
  2. Navigate to the deal's transaction page and locate the transaction listed in the error list to verify it does not have a posted badge and take note of the contact. You can also copy that contact's name to search it in your Brokerage/People's page if the error indicates it's a duplicate/incorrectly linked.
  3. Use the known error message list to locate the message, cause, and fix.
  4. Navigate to the page where the error is indicating it's located on.  Example if the message says the contact is a duplicate or incorrectly linked, search that contact in your Brokerage/People's page to identify if it's a duplicate, troubleshoot duplicate contacts using this article https://support.loft47.com/portal/en/kb/articles/merge-contacts.  If not a duplicate, it maybe incorrectly linked, troubleshoot incorrectly linked contacts here: QuickBooks 

MERGE DUPLICATE CONTACTS


Merging Organizations coupled to Profile type contacts, please watch the video  https://youtu.be/F1ztqm2xLk8 on how to handle these correctly
For more detailed walkthrough on merging, follow the instructions on this article https://support.loft47.com/portal/en/kb/articles/merge-contacts

MERGE DUPLICATE CONTACT WALKTHROUGH STEPS

  1. !!IMPORTANT!! Unlink the 'Xero/QuickBooks Online Linked contact' field FIRST for ALL duplicate contacts BEFORE you proceed to merge.
  2. Click on the contact YOU WANT TO KEEP
  3. Head to the 'Account Management' section of the profile YOU WANT TO KEEP
  4. Click the ‘Merge’ button
  5. Search the duplicate name and select the profile, you want to merge INTO the contact YOU WANT TO KEEP, from the dropdown results.
  6. Type the confirmation word and proceed. 
  7. Let the merge run.
  8. Rinse and repeat until no duplicate contacts are displayed in the dropdown results.
  9. !!IMPORTANT!! Run a Xero/QuickBooks Online sync from your Accounting's Activity page (click the blue Sync button) in your Xero/QuickBooks Online>Activity page.
  10. Navigate back to the contact you've done a merge to and check that the contact is correctly linked.
  11. If not correctly linked, relink the contact to its respective contact in Xero/QuickBooks Online contact(s). For correctly contact linking for Xero, read this article https://support.loft47.com/portal/en/kb/articles/xero-sync For correctly contact linking for QuickBooks Online, read this article https://support.loft47.com/portal/en/kb/articles/quickbooks-online-contact-mapping
  12. Re-Run your batch

IDENTIFY INCORRECTLY LINKED CONTACTS

How to identify incorrectly linked contacts In Xero, the corresponding Xero contact will be present in the 'Linked Xero Contact' field. Example; if the contact is Ziggy Canmore, the field will display one contact: Ziggy Canmore

In QuickBooks Online, the corresponding Vendor & *Customer contact will be present in the 'Linked Xero Contact' field. Example; if the contact is Ziggy Canmore, the field will display a vendor and customer contact:
Ziggy Canmore/*Ziggy Canmore


!!Important!! If a Profile contact is set to be payable to an Organization/Company Name OR is an Organization type> LINK ONLY the Organization contact's Linked Contact Field and leave the member's contact 'Linked Xero/QuickBooks Online contact' field BLANK.
 For more information on how contact linking works in Xero, read this article https://support.loft47.com/portal/en/kb/articles/xero-sync 
For more information on how contact linking works in QuickBooks Online, read this article https://support.loft47.com/portal/en/kb/articles/quickbooks-online-contact-mapping

RELINKING CONTACTS

If the 'Linked Xero/QuickBooks Online Contact' field is either blank, stuck or does not have its corresponding Xero/QuickBooks Online contact in the field, you must relink this field.

Blank Field

Place your cursor in the searchable Contact link Field
Search and Select the the corresponding contact 

Wrong Name in the Field

Click the red 'Unlink' Button to turn that field searchable
Place your cursor in the searchable Contact link Field
Search and Select the the corresponding contact

Missing Name/Stuck

Click the red 'Unlink' Button to turn that field searchable
Place your cursor in the searchable Contact link Field
Search and Select the the corresponding contact to turn that field searchable
If the red 'Unlink' Button does not change to a searchable field after you click it, this is considered a stuck button. This often can be resolved by navigating to your Integrations> Xero/QuickBooks Online>Activity page and clicking the blue 'Sync' button.  If a Sync doesn't work and you still have a red Unlink button, please reach out via live chat or email us at support@loft47.com to ask us to unlink this for you.  

KNOWN ERROR MESSAGE LIST

90+% of errors are because a contact is either duplicated either on the Loft47 side, in your accounting software's contacts, and/or the contact in Loft47 is incorrectly linked to their Xero/QuickBooks Online respective contact(s). For these errors, please use the following links to troubleshoot:

For all other Error Messages, refer to this list:

Required parameter VendorRef is missing in the request

Cause

Xero Users  Contact profile is coupled to an org contact but has not been set to be payable to org.

QuickBooks Online Users Contact profile is coupled to an org contact but has not been set to be payable to org.
OR Contact has one or both the following issues:
    1. The contact is incorrectly linked
    2. One or both of your contact(s) is/are missing in QuickBooks Online

Action to take/Fix

Xero Users

    1. Unlink the contact's Linked contact field.
    2. Edit the contact to ensure the Payable Name field is set to organization.
    3. Try your batch again

QuickBooks Online Users

    1. Relink your contact in the Linked Contact field. See above instructions on relinking contacts.
    2. Check your QuickBook's contacts to see if one of the Customer or Vendor contacts in QuickBooks Online.
    3. Add back the missing contact. 
    4. CLICK 'SYNC QuickBooks Online' button in your QuickBooks Online/Activity page! 

Invalid Reference Id : Names element id 1022 not found

Cause

QuickBooks Online users ONLY
Contacts set to be paid as an Organization are incorrectly linked in their profile. 

Action to take/Fix

  • Unlink the profile contact so the contact is BLANK

  • Relink the organization contact


{:Message=>"Account must be valid."}  {:Message=>"Tax rate must be valid."}  {:Message=>"Tax amount cannot be greater than the line amount"}  {:Message=>"Tax amount must be between 0 and the line amount"}

Cause

The tax amount was overridden to a greater number than the allocation flat amount OR a deduction's GL account has been removed in your accounting software.

Action to take/Fix

For tax issue
For GL issue

  • Reverse Agent payout on the transaction page

  • Restore the missing GL in your accounting's Chart of Accounts

  • Or remap the deduction to another GL account

  • Do a Xero/QuickBooks Online Sync to update changes made in your accounting software

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