--- title: FAQs (QBO) slug: bmo/faqs-qbo description: This page is your go-to resource for troubleshooting and answering your questions around FISPAN Sync. icon: {"faIcon":"fa-solid fa-circle-question"} docTags: UiAorlxQIO6JpqxlFX5My createdAt: 2023-05-26T20:39:52.000Z --- This page is your go-to resource for quick troubleshooting. We've compiled a list of the most common errors and frequently asked questions you might encounter when using FISPAN Sync with QuickBooks Online, providing you with immediate answers and resolutions. *** ## Installation & Setup ### Common Errors Below is a list of common errors encountered during installation and setup in FISPAN Sync. Click on the error to view the cause and immediate troubleshooting steps for a resolution. :::ExpandableHeading **The Account Matching page does not load the accounts from my accounting system.** Please confirm you have bank accounts configured in your accounting system. No other types of accounts will be shown on this page. ::: ### Common Questions Below is a list of common questions that arise during the installation process to help ensure a smoother setup in FISPAN Sync. :::ExpandableHeading **Do I need to update FISPAN Sync? ** No, your FISPAN Sync connection will be updated automatically.  ::: :::ExpandableHeading **Who from my company is needed to assist in connecting to FISPAN Sync?** Please ensure that whoever is creating the connection has the ability to approve connections with third-party applications. Additionally, prepare a list of any users you would like to grant access to FISPAN Sync so that they can be sent an invitation. ::: *** ## Accounts Payable ### Common Errors Below is a list of common errors encountered when using the Accounts Payable product in FISPAN Sync. Click on the error to view the cause and immediate troubleshooting steps for a resolution. :::::ExpandableHeading **A bill is not showing up in FISPAN Sync ** If a bill created in your Accounting System hasn't loaded into FISPAN Sync, the connection may be out of date. ::::WorkflowBlock :::WorkflowBlockItem **Check Sync Status** On the Pay Bills page, look for the last synced time. ::: :::WorkflowBlockItem **Compare Times** If the last sync time is before you created the bill, you need to re-authenticate. ::: :::WorkflowBlockItem **Disable Connection** Click the QBO icon in the header and disable your Accounting System connection. ::: :::WorkflowBlockItem **Reconnect** Reconnect your system and proceed through the installation wizard. ::: :::: The bill should now appear. If the issue continues after re-authenticating, please reach out to support. ::::: ### Common Questions This list provides answers to common questions that arise when using the Accounts Payable product in FISPAN Sync. :::ExpandableHeading **How can I remove a bill from FISPAN Sync? ** If a bill is already paid in your accounting system and you want to remove it from FISPAN Sync's display, go to the Pay Bills page and click the garbage can icon beside the bill. If you delete a bill by mistake, we may not be able to assist with recovery. Please delete carefully. ::: :::::ExpandableHeading **How do I update my vendor payment information? ** You can easily manage and store your vendor payment details directly within FISPAN Sync. Follow these steps to make updates: ::::WorkflowBlock :::WorkflowBlockItem Click **Vendors** in the navigation bar. ::: :::WorkflowBlockItem Select the vendor you wish to update. ::: :::WorkflowBlockItem Click the **Add **button to input, update, or manage their banking information. ::: :::: ::::: :::::ExpandableHeading **How do I know the status of my payments? ** Follow these steps to view your payment history and current status: ::::WorkflowBlock :::WorkflowBlockItem Click the **Payments** section in the sidebar. ::: :::WorkflowBlockItem Select **Payment History**. ::: :::WorkflowBlockItem On this page, use the column filters to easily locate the specific payment you want to check and view its status. ::: :::: ::::: :::::ExpandableHeading **Can I pay multiple invoices in one payment rather than a payment for each invoice?** Yes, you can. This feature is called Combine Bills, and it groups all selected invoices for a single vendor into one lump-sum payment. To enable it: ::::WorkflowBlock :::WorkflowBlockItem Go to the **Vendors** page. ::: :::WorkflowBlockItem Enable the **Combine Bills** toggle for individual vendors. ::: :::WorkflowBlockItem To enable it for all vendors at once, click the gear icon for a mass update. ::: :::: ::::: *** ## Cash Management (Information Reporting) ### Common Errors Below is a list of common errors encountered when using the Cash Management product in FISPAN Sync. Click on the error to view the cause and immediate troubleshooting steps for a resolution. :::ExpandableHeading **The .csv file is not downloading from the Balances & Transactions page** You may have a pop-up blocker enabled on your browser. Please check whether the pop-up blocker is preventing the download from appearing, and then try again. ::: ### Common Questions This list provides answers to common questions that arise when using the Cash Management product in FISPAN Sync. :::::ExpandableHeading **How do I add additional bank accounts to FISPAN Sync?** To add more bank accounts, you must first contact your bank and talk to a bank representative. Once the accounts have been added, you will need to match the accounts in the Control Center. ::::WorkflowBlock :::WorkflowBlockItem Log in to FISPAN Sync ::: :::WorkflowBlockItem Once the accounts are enabled, click the dropdown in the top-right navigation bar. ::: :::WorkflowBlockItem Go to **Control Center**. ::: :::WorkflowBlockItem Click the three dots beside your Accounting System. ::: :::WorkflowBlockItem Select **Account Matching** and link the new bank accounts to the correct accounts in your accounting system. ::: :::: :::::