Use this article when a client tells you their invitation does not work, they cannot sign in, or they see a message instead of their invoices. You fix most of these from QuickBooks Online Invoicing.
Before you start
- You need the View Invoices permission to open QuickBooks Online Invoicing.
- Each client's email address comes from their customer record in QuickBooks. If it is wrong there, fix it in QuickBooks first, then select Sync QuickBooks.
Find the client's status
Go to QuickBooks Online Invoicing and find the client. The Status column shows one of:
| Status | Meaning | Actions |
|---|---|---|
| Not Invited | No invitation sent yet | Invite |
| Invited | An invitation is waiting | Resend, Cancel, Archive |
| Has Account | The client accepted and has a login | Reset login, Suspend, Archive |
| Suspended | You suspended their access | Reactivate |
| Archived | You archived the client | Restore, Delete |
Screenshot to come: QuickBooks Online Invoicing → client list with the Status and Actions columnspublic/help/troubleshooting/client-access-1.png
The invitation expired or is not valid
The client sees This invitation has expired or This invitation link is not valid. Invitations last 7 days and work once.
- Find the client in QuickBooks Online Invoicing.
- Select Resend. The client gets a new invitation email.
The client signed in with a different email
The client sees a message asking them to sign in with a specific address, such as Please sign in with followed by the invited email. They must create or use an account with the same email address the invitation went to. That is the email on their QuickBooks customer record.
If the client no longer uses that address, update the email in QuickBooks, select Sync QuickBooks, then use Reset login (or Resend if they never accepted).
The client lost access to their login
Select Reset login on the client's row and confirm. ClientSynq unlinks their old login, cancels any waiting invitations, and sends a new invitation to the email in QuickBooks. If there is no email in QuickBooks, ClientSynq asks you to add one and sync first.
The client sees Access Unavailable
You suspended the client. Select Reactivate on their row. See Suspend, archive or delete a client.
The client sees Access Restricted
The client sees Access Restricted and QuickBooks invoicing features are not available at this time. This appears when your organization does not have an active plan, for example after your trial ended without a card. Choose a plan in Billing & Plans. See Plans and trials.
You cannot send more invitations
On the Basic plan, invitations stop with Client limit reached once your organization has 100 clients. ClientSynq counts clients who have an account or an invitation you have not cancelled. Customers synced from QuickBooks that you never invited do not count. Cancelling invitations nobody will accept frees room. Upgrade to Pro for unlimited clients. See Plans and trials.