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How to Troubleshoot Missing Transactions in QuickBooks Desktop Posted from Webgility Desktop

This article helps Webgility Desktop users in troubleshooting missing transactions that were posted from Webgility Desktop but do not appear in QuickBooks Desktop. These missing entries can lead to discrepancies in financial reports, account balances, and reconciliation processes. The article guides users and support agents through steps to investigate the issue and resolve it using the reposting of older transactions as a common example to restore accurate records.

Overview

At times, transactions that appear as successfully posted in Webgility may not be found in QuickBooks. This could result from sync interruptions, data issues, or misconfigured date filters. By following the steps below, support agents can confirm the root cause and assist users in reposting the affected transactions correctly.

Common Causes

  • Sync Delays or Interruptions
    Temporary network issues, QuickBooks being unresponsive, or integration timeouts can interrupt the posting process.

  • Posting Errors
    Data mismatches (e.g., missing customer or item) or QuickBooks restrictions can block transaction posting without clear notification.

  • Date Range Filters
    Transactions dated too far in the past may not appear due to custom filters or view settings in QuickBooks.

Initial Investigation

1. Confirm Posting Status in Webgility

  • Go to Orders > Posted in Webgility Desktop.

  • Locate the transaction(s) in question and confirm they are marked as Posted.

  • Note key details: Transaction Date, Type (e.g., Sales Receipt, Invoice), Amount.

2. Search for the Transaction in QuickBooks

  • Open QuickBooks Desktop.

  • Use Find (Ctrl+F) or navigate to Reports > Transaction List by Date.

  • Search using the transaction details noted above.

  • Ensure no filters (e.g., date range, customer name, transaction type) are hiding the transaction.

3. Check Webgility Sync Logs

  • In Webgility, go to View > Logs.

  • Review logs for the time frame when the transaction was posted.

  • Look for any error messages, warnings, or connection failures.

Resolution Steps

1. Confirm the Transaction’s Status

  • If the transaction is marked as posted in Webgility but not present in QuickBooks, it may need to be reposted.

2. Repost the Missing Transaction

  • In Webgility Desktop:

    • Go to Orders > Posted.

    • Locate the missing transaction.

    • Right-click and select Repost to QuickBooks.

  • Confirm the repost was successful by checking the Activity Log.

3. Verify in QuickBooks

  • Return to QuickBooks.

  • Refresh your data and re-check reports or transaction lists to verify that the reposted transaction now appears.