--- title: FAQs (Xero) slug: citizens/faqs-xero icon: {"faIcon":"fa-solid fa-file-lines"} docTags: GAkfyFvfFF-4ib3RkiQ33 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 the 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 the 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 the FISPAN Sync . :::ExpandableHeading **Do I need to update the **FISPAN Sync **? ** No, the FISPAN Sync will be updated automatically.  ::: :::ExpandableHeading **Who from my company is needed to help install the **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 whom you would like to have access to the FISPAN Sync so that they can be sent an invitation. ::: :::ExpandableHeading **How can other members of my company get access to the **FISPAN Sync**?** Please reach out to the support team with the individual’s name and email address so additional people can gain access to the FISPAN Sync.  ::: *** ## Accounts Payable ### Common Errors Below is a list of common errors encountered when using the Accounts Payable features in the 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 the **FISPAN Sync** ** If a bill created in your Accounting System hasn't loaded into the FISPAN Sync, the connection may be out of date.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 features in the FISPAN Sync. :::ExpandableHeading **How can I remove a bill from the **FISPAN Sync**? ** If there is a bill in the FISPAN Sync that you have paid in your Accounting System and you no longer want to have displayed, please reach out to support. ::: :::::ExpandableHeading **How do I update my vendor payment information? ** The FISPAN Sync enables you to store and manage vendor payment information within the application. ::::WorkflowBlock :::WorkflowBlockItem Click **Vendors** in the navigation bar. ::: :::WorkflowBlockItem Select the vendor you wish to update. ::: :::WorkflowBlockItem Navigate to the **Banking Details** subtab. ::: :::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 **My Bills** 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 individual 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 and select a vendor. ::: :::WorkflowBlockItem Enable the **Combine bills from this vendor into one payment** under the **Products** tab. This feature will group all selected bills for a single vendor into one lump sum payment. ::: :::: ::::: *** ## Cash Management (Information Reporting) ### Common Errors Below is a list of common errors encountered when using the Cash Management (Information Reporting) features in the 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 if 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 (Information Reporting) features in the FISPAN Sync. :::ExpandableHeading **How do I define a date range for my export? ** If you would like your exported file to be within a specific date range, you can configure this by clicking **View** and selecting a date range on the Transactions page.  ::: :::::ExpandableHeading **How do I add additional bank accounts to the **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 the FISPAN Sync ::: :::WorkflowBlockItem Naivgate to **Connectivity** ::: :::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. ::: :::: :::::