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Quickbooks Online Troubleshooting: I Can't Match Users
Quickbooks Online Troubleshooting: I Can't Match Users
Shoshana Fleischmann avatar
Written by Shoshana Fleischmann
Updated over a week ago

Have you set up the Quickbooks Online integration and you’re having trouble matching users? In this article, we will walk you through how to self-troubleshoot when you encounter this issue.

To get started, please make sure to review our article about how to integrate with QuickBooks Online Payroll.

If you’re still unable to match users after going through the article, please review the following steps:

  1. Make sure you have payroll in your Quickbooks subscription. Connecteam's integration with Quickbooks Online is only supported with accounts that have the "Track time" feature (This includes the Essentials, Plus, and Advanced plans).

  2. Check that you are matching users listed as employees in Quickbooks Online. Currently, Quickbooks Online's API supports exporting hours for employees only, not contractors.

  3. Check that the users are active users in Connecteam. If they are archived, they cannot be matched, so you’ll need to restore those users in order to match them.

    You can view your active and archived users in the Users tab, like so:

  4. Check that the details of the user profiles match in Connecteam and in Quickbooks Online (name, email, phone number).

    • Learn how to update user details in Connecteam here.

    • Learn how to update user details in Quickbooks here.

  5. Disconnect and connect the integration again. To do so, go to the Time Clock Settings → Integrations tab → Click 'Disconnect' → Connect again.

  6. Perform a hard refresh to your browser (Control+Shift+R on a PC or Command+Shift+R on a Mac) and clear cache and cookies.

  7. If the above steps didn't help, reach out to the Support team. We’re here for you

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