GoToMyAccounts Help Desk
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My emails are not getting delivered. What can I do?
Email delivery from third party servers sending on behalf of a user's email address requires a few things to be done in order for delivery to be reliable. Mail servers are using more strict controls to combat SPAM and other abusive email content. Here's what you need to do so that your emails will have the highest rate of delivery. Update (AUG 25 2018): The following tutorial will show you the best way to configure your email settings using either Domain Validation or sending through your o
Policy Regarding Support of QB Desktop Sync Application
Updated: Jan 22, 2018 GoToMyAccounts is able to support synchronization with QuickBooks Desktop by way of our Sync Application. This application implements Intuit's QB Desktop SDK in order to communicate with a QB company file. While Intuit continues to offer their desktop version of QuickBooks, the product has seen sparse updates in the last several years, and the SDK has not been updated now since 2013. The SDK uses a rather old and out-dated methodology for communicating with the deskto
I have a pending customer, invoice, or payment that will not sync. What is wrong?
Although this condition is rare, it is possible in a few circumstances. Most often, it is due to a pending invoice payment that has already been entered in QuickBooks. When the sync software attempts to apply the payment, it is unable to as the invoice has a zero balance. There are a couple ways to resolve this. Customer that won't sync: In most cases, this can easily be fixed by just making some small change to the customer record and then run your sync again. The change to the record w
For your protection and the security of your private information (as well as that of your customers), portal logins have a 20-minute session inactivity timeout. It's actually very easy to keep your session alive. You never have to refresh your browser. GoToMyAccounts detects mouse movement on the page and will refresh your session automatically. A session will only timeout if there is truly no activity on the page for more than 20 minutes. Session Timeout Warnings !(http://gtma.s3.amazona
I am getting an error saying GTMASync.exe - No Disk There is no disk in the drive.
The "No Disk" error is a known issue with the QuickBooks SDK (provided by Intuit). There is a workaround for this issue that was authored on another site. CREDIT/SOURCE: https://www.accountexnetwork.com/blog/2013/08/fixing-the-there-is-no-disk-in-the-drive-error/ By: Charlie Russell(https://www.accountexnetwork.com/blo
Certain billing info or account balances are not updating. What can I do?
The synchronization between QuickBooks and your online data is a complicated piece of work. This is because you can update data on both sides of the synchronization, and the software must figure out what is new, what has been updated - and how that affects the customer/account balances. A common circumstance where data can appear to be "out of sync" can occur when an invoice is modified inside of QuickBooks and then there are other transactions, such as payments and/or credits during the same s
I uploaded a custom header, but the old header image displays on some pages
If you uploaded a custom header or changed your custom header image, you may still see the old image on pages. Web browsers cache some content to increase performance, so your old image may continue to display until you restart your browser or refresh your cache. To refresh your browser's cache on a page, just use the CTRL-F5 key sequence. This will refresh the page and also clear any cached content. You should see any updated images thereafter.
How to avoid a large data sync after running a QB Desktop data repair/rebuild
There are times when there can be a need to run one of the QB Desktop utilities such as Data Rebuild or Condense Data. However, it should be noted that these utilities can cause the last modified flag on your records to update. For accounts with many records, this can end up being in the thousands. If you do not properly account for this, you could end up with an extremely long sync (on the next sync run) and/or the sync app can even crash while attempting to process that number of records all a
SMTP Error: "The remote certificate is invalid according to the validation procedure."
If you receive the following smtp (email) error when sending emails, please review the following. Why are you seeing this error? What this error is saying is the smtp hostname you set in your smtp settings does not match the SSL certificate of the actual smtp server. This is typically caused when you are using an alias to the smtp host either created in your own DNS zone or an alias provided to you by your ISP. How to Fix: In order to fix this error, you can do a lookup on the smtp hos
How can I report a bug or feature request?
Bug reporting should be done by emailing support. This is so that we can verify the bug and then link your support ticket to our feature/bug tracking software. The same goes for feature requests. Just create a support ticket and then we will make sure the feature request is addressed and added to JIRA (our feature/bug tracker). You can also view/search all current feature/bug issues at the following address. We recommend that you first check there to see if the bug has already been reported. Yo
How can I adjust the default number of records displayed on a page?
You can adjust the default value for the number of records to show on a page. In the top right corner of the portal screen, mouse over your profile and click Profile Settings. Scroll down to the setting "Records Per Page" Adjust your default value. Save the settings Your pages should now use the new default value.
How can I view system status at GoToMyAccounts?
GoToMyAccounts publishes a public systems status page at https://status.gotomyaccounts.com.
Handling undelivered emails - Updated May 08 2019
You've setup domain validation, but you're still having some users not receiving emails. Here is a screencast regarding this topic.
I have a user getting stuck on a blank screen or loading screen
Please review the following screencast for information about this issue (and resolution)