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Troubleshoot automatic invoice import

When a customer's invoices, with automatic invoice import enabled, from either QuickBooks Online or Xero do not automatically import:

  • Go to the integrations page and select import invoices to see if the missing invoices show up there.
    • If a customer's invoice shows but has the status of customer not connected, the customer is not properly connected.
      • To connect the customer properly, find the customer in Rotessa and disconnect them from your integration.
      • Edit the customer in Rotessa and change their custom identifier to match the customer display name in QuickBooks Online or the customer contact name in Xero.
      • Finally, go to the integrations page and select import customers. You should see the customer with a status of match found in Rotessa. This means that the customer from QuickBooks Online or Xero will connect to the existing customer in Rotessa.
  • Rotessa will only automatically import invoices that are due in the future. If the due date on an invoice is in the past, the invoice will have to be imported manually.
  • If an invoice was processed and declined, you will need to make a new invoice. Rotessa will not re-process an invoice.
  • If an invoice is marked as paid in QuickBooks Online or Xero, Rotessa won't be able to import that invoice.

If you delete a payment in Rotessa, but automatic invoice import is enabled, the invoice from your accounting software will re-import at the next available sync. If you do not want to re-import the transaction, either delete the invoice in QuickBooks Online or Xero or disable automatic invoice import for this customer.