A quick-reference guide to the most frequent Synder sync errors — your go-to resource for synder troubleshooting. Find your error, follow the fix. Each error includes notes on who typically hits it and why.
Missing transactions? Jump to the Missing Transactions Checklist below for a quick diagnosis.
Product & Service Errors
“Entity cannot be synchronized without Product or Service”
Who hits this: Everyone on first setup — especially solo sellers who haven’t set up products in their accounting software yet.
Cause: The transaction references a product that doesn’t exist in your accounting software, and Synder’s settings prevent auto-creation. Learn more about how product search priority works.
Fix:
- Solo sellers / Quick fix: Enable “Common Product” in Settings → your integration → Products. Maps everything to one generic item.
- Multi-platform sellers: If you want per-product tracking across channels, create the products in QBO/Xero first (use the same names as on your platforms), then re-sync.
- Bookkeepers: For most clients, Common Product is the cleanest approach. Only set up detailed product mapping via file import if the client specifically needs per-product reporting.
“No matching product found in accounting”
Who hits this: Multi-platform sellers most often — name mismatches between platforms and accounting software.
Cause: Synder searched by product name and/or SKU and found nothing matching.
Fix:
- Verify the product exists in QBO/Xero with the exact name (spelling, capitalization matter)
- Multi-platform sellers: If using SKU matching, make sure the e-commerce platform was connected at sync time. A disconnected Shopify can’t supply SKU data.
- If recently created in accounting, it may not have existed during the sync attempt. Re-sync.
“Created by Synder product is mapped to the wrong income account”
Who hits this: Bookkeepers who discover auto-created products going to the wrong account in a client’s books.
Cause: Synder auto-created a product and assigned it to a default income account.
Fix:
- Open the product in QBO/Xero and change its income account
- Prevention: Set up Product Mapping rules before syncing, or use Common Product
- Bookkeepers: Review auto-created products weekly for new clients. Catch these early.
“Product Mapping is not working for Shipping item”
Cause: Shipping items follow different mapping rules than regular products.
Fix: Check if there’s a separate shipping mapping in your integration settings. Map it explicitly.
Auto-Sync Errors
“Auto-sync didn’t work”
Who hits this: Solo sellers who toggled settings without realizing auto-sync has per-type toggles. This is one of the most common synder sync error scenarios.
Cause: Auto-sync was disabled — either globally or for a specific transaction type.
Fix:
- Settings → General — Is auto-sync enabled?
- Check each transaction type tab (Payments, Refunds, etc.) — each has its own toggle
- Check the Changelog for recent changes
- Auto-sync only works forward — missed transactions need manual sync
Bookkeepers: If a client’s auto-sync “just stopped,” check if the client logged into Synder and accidentally changed settings. The Changelog will tell you.
For a deeper understanding of how sync works, see sync fundamentals.
“Auto-sync was disabled not by user”
Who hits this: Everyone — usually after a connection issue.
Cause: Synder automatically disabled auto-sync due to a connection issue or repeated sync failures.
Fix:
- Check platform connections (Settings → Integrations) — re-authenticate if needed
- Resolve underlying errors first
- Re-enable auto-sync
- Manually sync any transactions from the gap period
Summary Mode Errors
“Partially synced summary”
Who hits this: Multi-platform sellers using Daily Summary, especially with Amazon.
Cause: In Daily Summary mode, the summary was generated before all transactions arrived from the platform. Amazon’s delayed data is the #1 cause. See the transaction synchronization duration breakdown for details on platform timing.
Fix: Wait for all transactions to be available, then re-sync the summary. This is expected behavior — not a bug.
Multi-platform sellers: Consider syncing Amazon summaries with a 1-day delay to avoid this. Other platforms (Shopify, Stripe) rarely have this issue.
“Summary failed with ‘Record all customer and supplier transactions in the currency assigned to them'”
Who hits this: Multi-platform sellers processing international orders, bookkeepers with clients who sell globally.
Cause: Multi-currency conflict in QBO. A transaction’s currency doesn’t match the customer/vendor’s assigned currency.
Fix:
- Check the customer/vendor record in QBO — what currency are they set to?
- Align Synder multi-currency settings with QBO setup
- Enable multi-currency in QBO first if needed (Settings → Advanced → Currency)
Data Mismatch Errors
“Customer name is different in Invoice and Payment”
Who hits this: Multi-platform sellers with Smart Reconciliation enabled — e.g., Shopify order + PayPal payment.
Cause: Customer name on the invoice (from e-commerce) doesn’t match the customer name on the payment (from payment gateway).
Fix: Usually resolves with Smart Reconciliation enabled. If not, check customer name search priority in settings.
“Invoice number is not matching”
Cause: Synder tried to match a payment to an existing invoice but reference numbers don’t align.
Fix: Check the invoice in accounting — does the document number match what the platform sent? Adjust numbering settings if needed.
“Payment is not matched with Invoice”
Cause: Synder found an invoice but couldn’t apply the payment (amount mismatch, customer mismatch, or invoice already paid).
Fix:
- Verify the invoice is open (unpaid)
- Check that amounts and customer names match
Tax Errors
“Sales Tax going to the incorrect Sales Tax Account”
Who hits this: Solo sellers who didn’t configure tax mapping during setup.
Cause: Tax mapping isn’t configured correctly.
Fix: Go to your integration’s settings → Tax section. Map tax to the correct Sales Tax Payable account. Whether you’re using a Synder QuickBooks integration or Synder Xero integration, tax mapping is in the same place.
“Stripe tax discrepancy”
Cause: Tax amount Stripe reports differs from expected based on order data.
Fix: Check if Stripe Tax is enabled vs. manual tax calculation. Compare tax in Stripe dashboard with what Synder pulled.
Import Errors
“Failed Excel import”
Cause: Column mapping issues, usually related to discount fields.
Fix:
- Include both “Line Discount” and “Total Discount” columns if using discounts
- Use Synder’s provided template
- Test with 5 rows first
Connection Errors
Platform shows as disconnected
Who hits this: Everyone periodically. Bookkeepers hit this most because clients change passwords or revoke access without notification.
Cause: OAuth token expired, password changed, or platform revoked access.
Fix:
- Settings → Integrations → Re-authorize the connection
- Manually sync any transactions from the disconnection period
- If you need to reconnect, see how to add another payment platform
Bookkeepers: Set a weekly reminder to check connection health across all client organizations. A 30-second check per client prevents data gaps.
Quick Fix Checklist
When you hit any sync error:
- ☐ Read the full error message (click to expand)
- ☐ Check connections — all platforms green?
- ☐ Check account mapping — all accounts assigned?
- ☐ Check product mapping — products exist or Common Product enabled?
- ☐ Check auto-sync settings — enabled for all transaction types?
- ☐ Try rollback + re-sync after fixing settings
- ☐ Check the Changelog for recent setting changes
Still stuck? Email [email protected] with the error message and a screenshot.
📋 Error Messages A–Z
Find your error message for an instant explanation and fix:
| Error Message | What It Means | Fix |
|---|---|---|
Account not found | Account renamed/deleted in QBO/Xero | Settings → update account mapping |
API rate limit exceeded | Too many requests at once | Wait 15 min, retry. Sync in smaller batches if recurring. |
Accounting period is closed | Period locked in QBO/Xero | Reopen period, then retry sync |
Duplicate transaction detected | Already exists in QBO/Xero | Skip in Synder, or delete duplicate first |
No Items Available to Sell (Xero) | Item not marked “for sale” | Edit item in Xero → enable “I sell this item” |
Platform disconnected | OAuth expired | Log into platform → reconnect in Settings |
Product/Service not found | Product not mapped, auto-create disabled | Enable auto-create or map manually |
Tax code not found | Tax rate not mapped | Settings → Tax mapping → add missing rate |
Clearing account not configured | No clearing account set | Settings → set Clearing Account |
Customer already exists | Duplicate contacts in Xero | Merge/deduplicate contacts in Xero |
Inventory adjustment failed | Essential plan can’t create inventory items | Upgrade to Pro or map existing products |
📦 Missing Transactions Checklist
- Connected payment method? Afterpay, Shop Cash, Store Credit, Gift Cards need their own integrations connected.
- Archived? Contact [email protected] — agents can unarchive from backend.
- Amazon UNSETTLED_FEE? Normal — appears when settlement report is released.
- Shopify Shop Cash? Shopify settings → “Create Additional Settings” → add Shop Cash.
- Date range correct? Historical transactions need manual import.
- Shopify “Sync Open Invoices”? Required for B2B net payment terms.
- Right organization? Check you’re in the correct Synder org.
💰 Wrong Amounts or Wrong Accounts
- Rollback first: Three-dot menu → Rollback. Always before fixing settings.
- Check product mapping: Wrong income = product mapped to wrong account.
- Check clearing account: Must NOT be your bank/checking account.
- Re-sync after fixing settings.
🚨 Never Edit Synced Transactions Directly in QBO/Xero
Always Rollback in Synder first, fix settings, then re-sync. Manual edits may be overwritten or cause duplicates.
