Support

    Need Help?

    Solutions and workarounds to common issues with Click2QBO Sync.

    I can't see the Click2QBO Sync menu in Google Sheets.

    If you don't see the "Click2QBO" menu item in the top menu bar of Google Sheets:

    Check these steps:

    • Make sure you're logged into the correct Google account
    • Refresh your Google Sheets page (F5 or Ctrl+R)
    • Check if the add-on is properly installed in Google Workspace Marketplace

    Alternative access:

    • Go to Extensions → Add-ons → Click2QBO Sync → Open
    • Or look for "Click2QBO" in the main menu bar (next to "Aide" or "Help")

    I installed Click2QBO Sync but can't find it anywhere.

    If you can't find the Click2QBO Sync add-on after installation:

    Primary access method:

    • Look for "Click2QBO" in the main menu bar of Google Sheets
    • Click on "Click2QBO" to open the dropdown menu
    • Select "Open Sidebar" to launch the add-on

    Alternative access:

    • Go to Extensions → Add-ons → Click2QBO Sync → Open

    If still not visible:

    • Refresh your Google Sheets page
    • Check if the add-on is properly installed in Google Workspace Marketplace
    • Try opening a new Google Sheet (sheets.new)
    • Verify you're using the same Google account that installed the add-on

    Troubleshooting:

    • Check if you have multiple Google accounts and are logged into the correct one
    • Ensure your Google Workspace account has permission to install add-ons
    • Try reinstalling the add-on from the Google Workspace Marketplace

    I can't connect to ClickUp.

    If you're having trouble connecting to ClickUp:

    Check these common issues:

    • Make sure you're logged into the correct ClickUp workspace
    • Verify you have admin or owner permissions in your ClickUp workspace
    • Check if your ClickUp account has API access enabled
    • Try refreshing the connection by disconnecting and reconnecting

    If the issue persists:

    • Clear your browser cache and cookies
    • Try using an incognito/private browser window
    • Contact ClickUp support to verify API access

    I can't connect to QuickBooks Online.

    If you're having trouble connecting to QuickBooks Online:

    Common solutions:

    • Ensure you're logged into the correct QBO company file
    • Verify you have admin or accountant access in QBO
    • Check if your QBO subscription includes API access
    • Make sure you're using the correct QBO environment (Production vs Sandbox)

    For Sandbox users:

    • Use the sandbox URL: https://sandbox.qbo.intuit.com
    • Create test data in the sandbox environment
    • Switch to production when ready for live data

    I'm getting a general error when trying to use the add-on.

    If you're seeing a general error when syncing or loading data, try opening Click2QBO Sync in a fresh spreadsheet.

    Steps to resolve:

    • Visit sheets.new in your browser
    • Give the sheet a name and launch the add-on again
    • Reconnect your ClickUp and QBO accounts
    • Try the sync operation again

    If the issue continues:

    • Check your internet connection
    • Verify both ClickUp and QBO services are operational
    • Contact our support team with the specific error message

    My custom fields are not showing up in the mapping.

    If custom fields aren't appearing in the field mapping step:

    Troubleshooting steps:

    • Make sure the custom fields are created in the correct ClickUp list
    • Verify the custom fields are not archived or hidden
    • Check if the custom fields have values assigned to tasks
    • Try refreshing the field list by going back and selecting the list again

    Workaround:

    • Create a test task with the custom field to ensure it's active
    • Check if the custom field is visible to all users in your ClickUp workspace

    The sync is not creating customers/projects in QuickBooks Online.

    If customers or projects aren't being created in QBO:

    Check these common issues:

    • Verify your QBO subscription includes customer management features
    • Ensure you have the necessary permissions to create customers
    • Check if the customer name contains special characters that might cause issues
    • Verify the QBO company file is not in read-only mode

    Solutions:

    • Try creating a customer manually in QBO first to verify permissions
    • Check the sync logs for specific error messages
    • Ensure the "Client" field in ClickUp has valid values

    I'm getting duplicate invoices in QuickBooks Online.

    If you're seeing duplicate invoices after syncing:

    Prevention measures:

    • Always check the "Preview" before syncing to see what will be created
    • Use the deduplication feature that checks for existing invoices
    • Avoid running multiple syncs on the same data without clearing the sheet

    If duplicates already exist:

    • Manually delete the duplicate invoices in QBO
    • Clear the sync sheet and run a fresh sync
    • Use the "Import from QBO" feature to see existing invoices first

    The sheet is not updating with changes from ClickUp.

    If changes in ClickUp aren't reflecting in your Google Sheet:

    Common causes:

    • The sync was run before the changes were made in ClickUp
    • The task doesn't meet the sync criteria (e.g., not a "Project" type task)
    • The custom field mapping has changed

    Solutions:

    • Run a manual sync to refresh the data
    • Check if the task meets your sync filter criteria
    • Verify the field mapping is still correct
    • Use the refresh button in the preview step

    I can't set up automatic sync.

    If you're having trouble configuring automatic sync:

    Requirements:

    • Ensure you have both ClickUp and QBO connected
    • Verify you've selected a list and sheet for syncing
    • Check that your Google account has permission to create triggers

    Troubleshooting:

    • Try setting up manual sync first to ensure everything works
    • Check if you have multiple Google accounts and are using the correct one
    • Verify the sync frequency settings are appropriate for your needs

    The add-on is running slowly or timing out.

    If Click2QBO Sync is running slowly or timing out:

    Performance tips:

    • Sync smaller batches of data (100-500 tasks at a time)
    • Close other browser tabs to free up memory
    • Use a stable internet connection
    • Avoid syncing during peak hours

    If timeouts persist:

    • Try syncing during off-peak hours
    • Break large syncs into smaller chunks
    • Contact support if the issue continues

    I need to reset my connections.

    If you need to reset your ClickUp or QBO connections:

    Steps:

    • Go to the "Connect" step in the add-on
    • Click "Disconnect" for the account you want to reset
    • Click "Connect" again to re-authenticate
    • Follow the OAuth process to re-establish the connection

    Note: Disconnecting will clear your sync settings, so you'll need to reconfigure your mapping and sync preferences.

    Still need help?

    If you couldn't find the solution to your issue above, please contact our support team.

    Email Support

    We typically respond within 24 hours

    Before contacting support, please include:

    • Screenshots or error messages
    • Steps to reproduce the issue
    • Your ClickUp workspace and QBO company info
    • Browser and operating system details