Before You Start

This guide assumes you have administrator access to both Bill.com and your accounting software (QuickBooks Online or Xero).

Overview

30 min
Troubleshooting Time
Advanced
Difficulty
As Needed
Maintenance

What You’ll Learn

  • How to diagnose common Bill.com sync errors
  • Steps to resolve duplicate vendors and bills
  • Correcting mismatched accounts and categories
  • Troubleshooting payment status and document sync issues
  • Best practices for maintaining a healthy Bill.com integration

1. Initial Checks & Setup Verification

Before diving into specific errors, verify these foundational elements:

Essential Verifications

  • Confirm user permissions in both Bill.com and your accounting software.
  • Check the integration’s connection status within Bill.com settings.
  • Review Bill.com sync preferences (e.g., auto-sync settings).

Recommended Checks

  • Inspect the Bill.com Sync Audit Trail for recent error messages.
  • Verify that you’re within any API call limits (less common, but possible).

2. Common Sync Issues & Solutions

Here are some of the most frequently encountered problems and their fixes.

Issue A: Duplicate Vendors or Bills

This often happens due to manual entries or interrupted syncs.

Problem:
  • Vendors or bills appear twice.
  • Sync fails due to existing records.
  • Confusing financial reports.
Solution:
  • Merge duplicate vendors in your accounting software.
  • Delete duplicate bills (ensure no payments are linked).
  • Manually mark bills as paid if needed.

Issue B: Mismatched Accounts or Categories

Incorrect mapping can lead to miscategorized transactions.

Expert Tip: If you encounter persistent or complex sync issues, sometimes the quickest fix is a controlled disconnect and reconnect of the integration. Ensure all pending items are cleared before doing so.

3. Step-by-Step Troubleshooting Flow

Follow this workflow to systematically address sync problems.

{
  "sync_attempt_id": "SY12345",
  "status": "failed",
  "error_code": "VENDOR_MISSING_ACCOUNT",
  "message": "Vendor 'Acme Corp' is missing a default expense account in QuickBooks.",
  "timestamp": "2025-01-20T10:30:00Z"
}

Example of an error log entry. Look for specific error codes or messages.

4. Advanced Fixes

  1. 1

    Reconnect Integration

    In Bill.com settings, disconnect from QuickBooks/Xero and then re-establish the connection. This can refresh tokens and resolve authentication issues.

  2. 2

    Clear Sync Cache

    Some integrations offer a “clear cache” or “reset data” option. Use this if stale data is causing conflicts, but proceed with caution.

  3. 3

    Review Manual Sync & Error Logs

    Initiate a manual sync and immediately check the detailed sync logs for exact error messages. These are crucial for pinpointing the problem.

Warning: Data Consistency

Always back up your data or consult with an accounting professional before performing drastic actions like mass deletions or extensive manual overrides to ensure data integrity.

5. Preventive Measures

Best Practices Checklist

  • Regularly review the Bill.com Sync Audit Trail
  • Maintain a consistent Chart of Accounts across both systems
  • Provide thorough training for all Bill.com users
  • Schedule periodic checks of your integration health

Need Help?

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