Support + FAQ!

Payments Failing to Transfer

Payments Failing to Transfer

This indicates a payment made in ConnectBooster has been rejected when the sync attempted to record the payment receipt into your QuickBooks. This can commonly happen if one (or more) of the invoices to which the payment would have been applied to, was modified in QB by another user or process. Examples of the modifications:
  • out of old habit, payments were already manually applied in QB
  • a credit memo was applied, changing the amount due after the payment run
  • invoice was deleted and recreated

This failed payment should be investigated to try and determine the cause, as well as to make sure your client is given credit for the payment they have made. If someone has already manually created and applied a payment receipt in your QuickBooks:
  • Click on the "Resolve Now" button.
  • Hover on the three dot menu: You may immediately click “Dismiss Syncing”
  • You may "delete" if you don't want the item displayed in the history in the portal
You can do this because the client has been given credit for their payment and the account will reconcile properly.
If a credit memo was applied:
  • You should un-apply the credit memo, reopening the full invoice balance and the payment should reconcile automatically on the next sync. This will allow you to apply the outstanding credit to a different invoice, or to have it available for use on a future invoice.

If it is determined one or more of the invoices to which the payment applies where deleted and recreated, then this may have broken the mapping of how the payment should be applied in Quickbooks. In this scenario, you will need to manually recreate the received payment record in QB, then use the “Dismiss Syncing” button found on the admin overview page to tell ConnectBoosterwe no longer need to send the payment to QB.
If you cannot identify exactly which of the situations above caused the failure, but the incident is isolated and you do not have a large percentage (10%+) of your payments failing to sync, then it is recommended your follow the procedure immediately above to reconcile the failed record. Please let us know if payments are failing frequently, as it may indicate certain settings which are in need of attention!

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Sync Failures for QuickBooks Desktop

Sync Failures for QuickBooks Desktop

Due to the manner in which QuickBooks/Intuit developed the Web Connector, the sync tool can NOT run as a background service. This limitation is one of the root causes for the instability issues, as we are forced to work within their parameters.
The basics of which are as follows:
The Web Connector is an application that communicates with your company data file. It does so by utilizing the same QuickBooks user interface you are accustomed to.
This core architecture introduces several challenges, as the WC needs to be able to start and communicate with a second application (the QB user interface). To do so, both programs require an active Windows user account to be logged in. The machine can not be in a sleep/hibernate or logged out state.
While a Windows profile must remain active for the sync to run automatically, QuickBooks itself does not explicitly need to remain open. During initial configuration, the WC should have been granted the setting "yes, always allow access even if QuickBooks is not running". This allows the WC to launch QB in a background (QB32.exe process) and login with the dedicated "External Accountant" assigned user (usually named connectbooster or CBsync) if there is not an open QB session already active. When the WC finishes a sync, it then logs itself out and closes the background process.

The ability to login and out of QB does introduce additional opportunities for errors. When the WC queries QB to open in the background, the most common source of failure will be dialog "pop-up" type prompt messages.
You have likely seen such messages as "an update to 20xx is available" or "A backup has not been completed recently". Normally, a user would just click "cancel" or "Install Later". The WC does NOT have to ability to click & bypass these messages, thus encounters an error requiring manual intervention.
To reduce the frequency of these pop-ups and increase sync stability:
  1. Open QuickBooks and log into your company file as the dedicated external accountant user.
  2. From the Edit menu, select Preferences.
  3. In the Preferences window, select General, then select the My Preferences tab.
  4. Check the box "Turn off pop-up messages for products and services." Click OK.
  5. Repeat steps for the main Admin QB user.
If QB has been placed into single user mode or if all available QB user licenses are in use, the WC will not be able to login and complete successfully. This is the second most common source of failures.

These restrictions have lead us to develop the following ideal as our best practice regarding syncing:
While the above measures can help provide the WC a stable environment, having it run automatically 100% of the time is not overly beneficial and should NOT be the goal. Instead, the most important thing is making sure appropriate personnel have easy access to an instance of the sync. It can then be managed/maintained as needed with the least amount of effort.
In practice, this means either configuring separate instances of the WC on each of the Windows environments your staff use or simply setting up a single profile on a terminal server where all relevant personnel can remotely access.

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I need to set up the Web Connector again

I need to set up the Web Connector again

Video Guide:

 

   

Launching the synchronization with QuickBooks

Log into Quickbooks as the main “Admin” user account. Set the company file to SINGLE user mode.
Launch the Web Connector program. This is normally located under Start -> All Programs -> Quickbooks Folder -> Web Connector.
  • On Windows 8, you can use the windows key, type “web con” in the search. (You may want to create a shortcut to the Web Connector on the desktop for easier access, or add the .exe to the “startup” folder on the machine.). This program should already be on your machine, as it comes with all default installations & versions of QuickBooks Desktop.
Go to your own ConnectBooster portal (companyname.connectboosterportal.com), and login with any admin account to download a configuration file.

Click the top-left three bar menu  and then:
  • Settings -> Integrations -> QuickBooks card.
Click "View", and then "Build Config File" to download and save somewhere easy to find (the downloads folder is fine).
With the Web Connector and QuickBooks programs open, click the “add an application” button (bottom right), and navigate to the file you just saved/downloaded/modified.
After adding the file to the application, Quickbooks should pop-up with an initial permission box, select OK.
On the next pop-up (may be hidden by other QB windows or not show at all) select:
  • “Yes, always allow access even if QB is not running.”
  • “Login as: ” the dedicated Web Connector user.
    • The user should be named along the lines of “ConnectBooster, CBSync, or WebSync”.
Click Continue, and address the next and last prompt message by clicking “Done“

The finished WebConnector setup should look similar to this:
**Note the right column "Password" field**
  • Type in anything so it is not blank (ex. Pswrd123)
  • Click away or push the TAB key to save.
  • You will not need to remember this "Password".
Setup is complete!!
To run a sync:
Check-mark the selection box on the left and click “Update Selected”
  • Clicking the “Update Selected” button will initiate syncing invoice & payment data, and may be done as often as you prefer!
  • The status bar should start updating, give it 30 seconds or so to see if it has connection errors. If not, you can walk away/minimize as it is ready to go!
*If you do see an error, simply try syncing again as the initial attempt may fail*
*If the Web Connector tool is currently setup on another employee’s machine to sync, we highly suggest UN-checking the “Auto-Run” setting on all non-primary configurations*

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My customer has missing invoices

My customer has missing invoices

The preliminary action would be to check if the invoices indeed exist in your accounting package (ex., QuickBooks). Do they have actual outstanding balances/amounts due? The foremost common solution is to make sure a synchronization with your accounting package has recently been completed!
  • The method on how to do so will vary depending if you have QuickBooksDesktop/QBO, etc.
  • If they are "older" invoices, please refer to the Sync From Date article

If the invoices do not show in your administration panel, you may have an entity mapping issue. Review the company/customer's "Overview Page": Note the row of "icons" underneath the company name:
  •  (these may differ depending on your integrations)
  • Every customer should have a corresponding Accounting/CRM package icon (if applicable).
  • If the QuickBook's icon was missing from the above example, it would likely explain absent invoices.

If the customer is the only one reporting missing invoices when logged in, the first place to check is their "Profile". Ensure the client has the appropriate security permissions/level set to view & pay invoices!

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I can't login! Help!

I can't login! Help!

The first thing to clarify: who is the individual encountering this trouble? Is it an internal team member, or end client? Steps for Internal Employee resolution:
  • Have an administrator go to Settings + Configurations + Users & Notifications section
Expand the contact, click "Email", and "Send Password Reset".
  • Ensure that their "Profile" is not defaulted to "Revoke Access"
  • Direct the user to follow the link in their inbox, and set a new password.
    • General troubleshooting may include trying a different web browser (ex. Chrome or Firefox).
Steps for End Client resolution:
  • Search for the company in question, and review their contact's profile.
  • Repeat the steps as above. It may also depend on your particular integration.
    • Please review the support articles on how to give a client access.
    • It may be possible to set the password directly for the customer.

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How do I issue a refund?

How do I issue a refund?

Refunds are usually issued through the BNG Gateway.
  • This may differ depending on your particular processing integration
Log in at www.bnggateway.com
  • Please contact the main account holder, or support@connectbooster.com to reset login credentials.
Find the transaction using the Trans Reports + Reports feature on the left hand side menu. Use the "Search Transactions" Report set of criteria.
  • We like to use criteria for the Amount Range, and Start/End Date for simplicity!
Click on the "Transaction ID" link to access the details page. Once on the details page, select and confirm "Refund" from the top left corner.
  • If you have the option to "VOID", that is usually preferred as it stops the transaction from fully committing!
  • You will have the option to send an E-Mail Receipt

With this complete you will need to manually update QuickBooks and zero out or delete the original payment receipt created by ConnectBooster. Doing so will re-open the invoice and allow it to be paid again at a later date!
NOTE: If the invoice was inadvertently paid by the Auto-pay, it will be again if you do not turn off the auto-pay on the affected client’s CB portal settings.

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How do I reconcile deposits?

How do I reconcile deposits?

The payments which are of types Visa, MasterCard, Discover & American Express that are run on the same day will be grouped together and deposited to you two business days after they were initiated. ACH payments will be grouped and deposit 3-4 business days after they are initiated.
To give an example of how to reconcile consider this scenario: On 3/9/16 (A Wednesday) you run the seven transactions below. MasterCard - $500 Discover - $150 Visa - $200 Visa- $350 Amex - $1250 E-Check (ACH) - $400 E-Check (ACH) - $250
What you will see in your bank account will be 2 deposits. A Clearent deposit on 3/11 for $2450 = (500+150+200+350+1250) A deposit from "ACH Settlement" for $650 on 3/14 = (400+250) (Monday is next business day). In your “Record Deposits” window in QB, you should have 7 payments from 3/9, each with it's own CB reference number and each showing the payment method used. To reconcile the Clearent deposit for $2450, you would check the box to select the five V/MC/Dis/Amex payments, and you would see they total $2450. At which point you save the deposit. Follow the same procedure for the two payments of type "E-Check".
After a few times doing this process it becomes second nature to correlate the date and description of who made the deposit you are see in your bank account ledger to which payments are included in that deposit and are showing on your "Record Deposits" page in Quickbooks.

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What are these charges in my bank account? Where can I find information on these debits?

What are these charges in my bank account? Where can I find information on these debits?

Here is a list of items you may expect to see in your bank account which relate to ConnectBooster:

Gateway Services
Clearent Monthly Fee
CBI

Debit Description:
  • CBI (ConnectBooster Inc) - $149 SaaS charge for the CB portal. You should receive an invoice each month via email for this
  • Gateway Services Web Payment - BNG Gateway access and usage charges. Also includes $0.35 ACH transaction charges. A breakdown can be found by logging into www.bnggateway.com under Settings + Billing Statement.
  • Clearent LLC - Fees for Visa/MC/Disc/Amex transactions run the prior month. You should receive a paper copy of the statement, but 24 months of archived copies are also available online at www.clearent.com

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