G1. What to do if my customer can not see the invoices?

G1. What to do if my customer can not see the invoices?

If a customer can not see the invoices:

  1. The first place to check whenever an invoice is not appearing on the client’s portal is the list of “un-mapped” companies in your CB admin panel. This is found under Support+Company Mapper. This screen lists the Quickbooks customer records and their attendant invoices for which we could not automatically create a relationship or “mapping” to the ConnectWise company and it’s contacts. Because we aren’t sure exactly which QB invoices belong to the ConnectWise company and it’s contacts, no invoices are shown for that company until you have mapped them to one another.
  • To do so, simply click on a company name, use the search on the next page to look up their company as it is known in your ConnectWise and select “Map to this Company” on the proper result. The invoices will now appear in that client’s portal. Also, when searching for a company, choose a portion of the client name that does not include any punctuation (& ; , ‘ ). Once mapped, you will then be directed back to the list of un-mapped companies and can repeat the process with the next company as necessary.CompanyMap

 

 

2. A secondary step to investigate, is making sure your client has the appropriate security level set in ConnectWise. If the client reports missing invoices, navigate to “Setup > Company Information” and verify at the bottom of the page what access level is required for a client to view and make payments. Your client’s access level must be above or this requirement level to see invoices/add payment methods. Under that contact’s record in ConnectWise, the blue hyperlink “Set Customer Portal Options” allows you to modify the security level to match what is listed in the company information page.CustomerPortalOption