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Troubleshooting

Common issues and solutions for The One Books.

PSA Sync Not Running​

Symptoms: Billable time from PSA is not appearing in Books.

Solutions:

  1. Check Settings > Integrations > PSA — ensure the integration is enabled
  2. Check Integrations > Events for failed events or errors
  3. Verify The One Bus is delivering events (check Bus health in Hub)
  4. Run a manual sync from the PSA integration settings
  5. Check that GL mappings exist for all PSA service categories — unmapped categories are skipped

Invoice Sent But Client Not Receiving​

Symptoms: You sent an invoice but the client says they didn't get the email.

Solutions:

  1. Check the invoice status — it should show Sent
  2. Verify the client's email address on the customer record
  3. Check Relay for delivery status (bounced, spam-filtered, etc.)
  4. Ask the client to check their spam/junk folder
  5. Resend the invoice from the invoice detail page

Payment Recorded But Invoice Still Shows Unpaid​

Symptoms: You recorded a payment but the invoice status didn't change to Paid or Partial.

Solutions:

  1. Open the payment and verify invoice applications — the payment must be applied to the specific invoice
  2. Check the application amount — if less than the invoice total, the status should be Partial
  3. If the payment was recorded against the wrong customer, void it and re-record
  4. Check for duplicate invoices — the payment may have been applied to a different invoice

GL Entry Missing from Report​

Symptoms: A transaction doesn't appear on your financial reports.

Solutions:

  1. Check the date range filter on the report — the entry may be outside the selected period
  2. Check the journal entry status — only Posted entries appear on reports (Draft and Pending do not)
  3. Verify the GL account on the entry matches what you expect to see on the report
  4. Check if the entry is in a different entity — reports are entity-specific unless using consolidated reports
  5. For accrual vs. cash differences: your accounting basis setting affects when revenue/expenses appear

Reconciliation Won't Balance​

Symptoms: The reconciliation difference is not zero and you can't find the discrepancy.

Solutions:

  1. Verify the ending balance matches your bank statement exactly
  2. Look for duplicate transactions — the same transaction imported twice
  3. Check for transactions in the wrong period — they may belong to the next or previous reconciliation
  4. Review outstanding items from the previous reconciliation that may have cleared
  5. Sort transactions by amount and look for the exact difference — it's often a single missing item
  6. Check if any transactions were voided or edited after the previous reconciliation
💡If the difference equals an exact transaction amount, search for that amount in your uncleared transactions. If the difference is double a transaction amount, look for a duplicate.

ACH Payment Failed​

Symptoms: An ACH payment shows as failed after processing.

Solutions:

  1. Check the failure reason on the payment record (insufficient funds, account closed, etc.)
  2. Contact the client to resolve the bank account issue
  3. The invoice automatically reverts to Sent/Overdue status
  4. The client can retry payment through the Portal
  5. If the bank account is invalid, the client needs to re-enter their bank details

See ACH and Annual Billing for retry logic details.

Tax Not Calculating on Invoice​

Symptoms: Invoice line items show $0 tax when they should have tax applied.

Solutions:

  1. Check if the customer is marked as tax-exempt — exempt customers skip tax
  2. Verify a tax rate is assigned to the line item
  3. Check that tax rates are configured under Taxes > Tax Rates
  4. Verify the tax rate applies to the type of item (products, services, or both)
  5. Check the customer's location against your tax nexus settings

Annual Invoice Generated at Wrong Amount​

Symptoms: The annual invoice total doesn't match expectations.

Solutions:

  1. Verify the monthly rate — the annual amount is 12x monthly minus the discount
  2. Check the discount percentage (default 15%) under organization settings
  3. If the client upgraded mid-year, check the proration calculation:
    • Unused months of current plan are credited
    • New plan is prorated for remaining months
  4. Review the invoice line items for the detailed calculation

Chart of Accounts Import Failed​

Symptoms: CSV import of chart of accounts throws an error.

Solutions:

  1. Check the CSV format — must include columns for: account number, account name, account type
  2. Verify account types match Books' types: asset, liability, equity, revenue, expense, cogs, other_income, other_expense
  3. Check for duplicate account numbers — each must be unique
  4. Ensure the CSV uses UTF-8 encoding (common issue with Excel exports)
  5. Remove any blank rows or rows with missing required fields
  6. If importing from QuickBooks or Xero, use their standard export format

Report Data Differs from What I Expect​

Symptoms: Financial report numbers don't match your calculations or other systems.

Solutions:

  1. Check the accounting basis — accrual basis recognizes revenue when earned, cash basis when received
    • Navigate to Settings to verify your basis setting
  2. Check the date range — ensure it covers the full period you expect
  3. Check the entity filter — multi-entity orgs may have data split across entities
  4. Verify all entries are posted — draft entries don't appear on reports
  5. Check for adjusting entries that may have been posted after your initial review
  6. For AR/AP reports: verify that payments are properly applied to invoices
  7. Run a trial balance first — if debits don't equal credits, there's a data issue (contact support)
ℹ️Books uses cents internally for all monetary values to avoid floating-point rounding issues. Display values are always converted to dollars for reports.

Stripe Webhook Not Processing​

Symptoms: Stripe payments are processed but not appearing in Books.

Solutions:

  1. Check Settings > Integrations > Stripe — ensure the webhook is configured
  2. Check Integrations > Events for failed Stripe events
  3. Verify the webhook secret matches between Stripe and Books
  4. Check if the Stripe event includes the correct entity metadata for multi-entity routing
  5. Look for idempotency — the same event processed twice is silently ignored (check if it was already recorded)

Period Is Locked and I Need to Post an Entry​

Symptoms: You need to record a transaction in a locked period.

Solutions:

  1. For soft-locked periods: admins can still post entries (a warning is shown)
  2. For hard-locked periods: an admin must unlock the period first
    • Navigate to Accounting Periods > select the period > Unlock
  3. Alternative: post an adjusting entry in the current open period instead
  4. Re-lock the period after making your changes
⚠️Unlocking a hard-locked period should be rare. Consider posting adjusting entries in the current period instead to maintain audit trail integrity.

Next Steps​