If you are set up with the Springboard Retail and Quickbooks Online integration, you may find yourself asking this very question: Why is this financial event showing a status of “Synced” in Springboard Retail but I cannot find the journal entry in QBO? 

When Springboard is syncing a journal entry into QBO, the financial event number (transaction number) in Springboard becomes the journal entry number in QBO. When syncing a financial event, the first thing Springboard does is look in QBO to see if the journal entry number already exists in QBO. If the entry does exist, Springboard marks the event/transaction as “Synced” in Springboard and does not try and repush the journal entry. 

Note: Springboard does not look at the details of the journal entry to see if they are the same; it looks at the event/journal entry number only. 

If you are not seeing a journal entry in QBO that you believe should be there, we recommend the following steps:

  1. Log into your QBO account
  2. Select the magnifying glass in the upper, right-hand corner of the screen. This is your search box. (If you are not familiar with how to do this, please reach out to Quickbooks Online for assistance).
  3. Search for the Transactions in QBO by typing in the 6-digit financial event as reflected in Springboard.

If you do not find the event number, you will go back into Springboard and try to resync. To do this:

  1. Go into Settings
  2. Select Integrations>> QuickBooks Online
  3. Select the Financial Events tab and use the drop down menu to search for the transaction in all different 'status' types (processing, never synced, etc.).

    4. Find the transaction and hit the “Retry.” button next to the event.

If you do find the event number in QBO, open up the journal entry in QBO with that event number and confirm that it is the correct journal entry. If it is not correct, then it is most likely because you have recurring transactions set up in QBO (for example, maybe the first of each month you recognize the expense on a prepaid asset or you book your monthly rent amount). Those recurring transactions automatically look at the last journal entry number in QBO and then book the recurring transaction with the next entry number.

For example, if your POS ticket number ‘SALE123456’ was the last journal entry number entered/synced, the recurring transaction journal entry number would use 'SALE123457'. Then when the real financial event/ticket #123456 goes to sync, Springboard finds the journal entry number and marks the event as synced in Springboard. To fix this, we recommend that you change the journal entry number on the recurring transaction so it is not a journal entry number that Springboard uses, then go back into Springboard Retail, select “Retry” and it should go through.

You are all set!

Please reach out to Support@Springboardretail.com if you have any questions.

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