Troubleshooting

  • 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...
  • 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 u...
  • How can I report a bug or feature request?

    Bug reporting should be done by emailing support@gotomyaccounts.com and place the word "bug" inside the subject line. You can do the same for feature requests. Just make sure to add the words "feature request" in the subject line. Check our issues page before submitting a new bug or feature req...
  • How can I view system status at GoToMyAccounts?

    GoToMyAccounts publishes a public systems status page at https://status.gotomyaccounts.com (https://status.gotomyaccounts.com). If you are experiencing issues, we would encourage you to check the status page (https://status.gotomyaccounts.com) first to see if any known outages or maintenance tas...
  • 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 thousand...
  • How to resolve stripe "Sending credit card numbers directly.." error message

    If you have a Stripe account created after Oct 6, 2017, you may encounter an error message that states the following. Sending credit card numbers directly to Stripe API is generally unsafe The reason you are seeing this message is because GoToMyAccounts does not use Stripe's proprietary clien...
  • 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/ (https://www.accountexnetwork...
  • 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...
  • 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) GoToMyAccounts stuck on loading scree        
  • Information 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,...
  • 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 ...
  • 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 wil...
  • Session Timeouts

    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...
  • 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 wh...