Resolve connection problems and conflicts

Check a connection

1. Confirm the correct office and client.
2. Open the relevant Connections or Settings page.
3. Read the status, last successful update, and error message.
4. Check whether the connection is paused or needs renewal.
5. Use the offered refresh or reconnect action only after understanding the message.

Two systems have different values

Open the client’s Conflicts page. Each card shows the document or card (type, number, customer or vendor, date and amount), why the change waits for you, and a table of the fields that changed: the value In Office next to the value in SmartBill or in the imported sheet.

• Update from SmartBill replaces the values in Office. For a posted expense, the posting is updated too.
• Keep as in Office keeps the Office values. Nothing changes in SmartBill, with one exception: a posted expense whose approval was withdrawn in SmartBill is approved there again.
• Bank and credit card transactions are not updated from here, so their reconciliation stays correct. Keep the Office values and correct the transaction by hand if needed.
• A posted income does not take changes from the source. To accept the change, reverse its journal entry first.

Open document takes you to the document itself. Ask the responsible person when you cannot tell which value is correct.

A SmartBill change to a field Office never touched updates on its own and does not show up here. The same goes for an invoice closed once it was paid, even when it is already posted.

Refreshing is not a substitute for reviewing a conflict.

A change has not arrived yet

Check whether an update is still pending. If it failed, record the error and affected client for the administrator. Avoid repeating a create or send action while its result is unclear.

What to report

Include the client, connection name, action, time, and exact error message. Keep passwords and connection secrets out of the report.

Follow office-wide progress

Office owners and administrators can open Sync activity, search or filter the office’s clients, and select Details for category-by-category progress, errors, retry controls, and history. Outgoing changes appear separately in the same panel. Read the SmartBill guide.