G14. Why aren’t my clients’ invoices showing up? Why can’t I find an invoice in the ConnectBooster portal?

G14. Why aren’t my clients’ invoices showing up? Why can’t I find an invoice in the ConnectBooster portal?

Why aren’t my clients invoices showing up? Why can’t I find an invoice in the ConnectBooster Portal?

Answer:

There are three steps to take whenever you notice an issue of invoices not appearing in the ConnectBooster portal.

  1. If the missing invoices were reported by a client, confirm the client’s contact record in your ConnectWise has an appropriate portal security level. In many cases the contact must be set to one of the highest security levels. You may confirm the minimum level which a client contact must be given, by looking at the setting you selected in the CB Admin area under Setup+Company Information+Portal Security Level Considered Client Admin.
  2. As ConnectWise is the system against which we validate your client’s login credentials and we do not show invoices until they exist in the accounting software, we must have the two profiles matched with total certainty. If the mapping system does not have full certainty, the client’s profiles are set aside to be reviewed and manually corrected. The tool used for correcting the lack of mapping is found in the CB admin area under, Suppport+Company Mapper. The list contains those Accounting Companies which require mapping to their ConnectWise company. 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. You will then be directed back to the list of un-mapped companies and can repeat the process with the next company if you desire.
  3. The invoice may have been missed by a previous sync. Use the “new sync from date” field found in the CB Admin area under Setup+Accounting+Accounting Sync to set the date to before the missing invoice was created and run your sync to have the program look again for it.