If you're trying to export a crew member's hours to QuickBooks and the export is failing — or the time just isn't showing up over there — the cause is almost always one of three broken links. Work through them in this order, and you'll catch it.
Note: If you're seeing a red exclamation point ("!") on the timecard, start with Troubleshooting Exclamation Points on Timesheets instead — that's a different signal.
The three things to check (in order)
Is the Crew Member linked to a QuickBooks Employee? (most common cause, often missed)
Is the Cost Code linked to a QuickBooks Service?
Is the Customer linked to a QuickBooks Customer? (only matters for billable time)
1. Is the Crew Member linked to a QuickBooks Employee?
This is the one that catches most people off guard. Time can only export if the SynkedUP Crew Member is tied to the matching Employee in QuickBooks Online — not just to a SynkedUP user account.
Check it:
In SynkedUP, go to Setup → System Setup → Crew Members.
Find the crew member whose time isn't exporting and click the link icon in their row.
In the popup, confirm the Crew Member is linked to the matching Employee in QuickBooks. If you see a green Push this Crew Member to QuickBooks button or a search box, they aren't linked yet — push or search-and-link, then save.
Tip: If the matching Employee doesn't exist in QuickBooks yet, create it there first. See How to Create an Employee in QuickBooks.
Once linked, try the export again.
2. Is the Cost Code linked to a QuickBooks Service?
If the Crew Member link checks out, the next most common cause is the Cost Code on the time entry. The Cost Code has to be linked to a Service in QuickBooks Online (not a "Category"), even for unbillable time like shop hours.
Check it:
Note the Cost Code on the timecard that won't export.
In SynkedUP, go to System Setup → Cost Codes, find that code, and confirm it has a link icon next to the name (a red name means it isn't linked yet).
If it's linked but still failing, the linked QBO item might be a Category instead of a Service — that's a known cause.
Full step-by-step (with screenshots) lives in the invoicing-error article, since the same broken link causes both invoicing and time-export failures: How to Deal with an Error in Invoicing — Steps 2 and 4. Work those two steps even though they say "invoicing" — same fix applies.
3. Is the Customer linked to a QuickBooks Customer?
Only relevant for billable time (hours tied to a specific job that's going to invoice). For unbillable shop time, skip this section.
If billable hours won't export, the job's customer might not be linked to a QuickBooks customer.
Check it:
Open the job in SynkedUP and click the link icon next to the customer's name.
If you see a green Push this Customer to QuickBooks button, they aren't linked. Push or search-and-link, then save.
Full steps with screenshots: How to Link Your Customer with a QuickBooks Customer and How to Deal with an Error in Invoicing — Step 1.
Still stuck?
If all three links check out and the export is still failing, a few less-common things to look at:
The QBO record may have been deleted or marked Inactive. In QuickBooks, set the filter to All (or Include Inactive) and search for the Employee, Cost Code/Service, or Customer. If it's inactive, click Make Active to restore it.
Try unlinking and re-linking the Crew Member, Cost Code, or Customer that's involved. Occasionally the link points to a stale record.
Isolate the problem. Try exporting one timecard at a time to figure out which row is triggering the failure.
If none of that fixes it, reach out in chat (lower-right corner) with:
The crew member's name
The date(s) of the timecard
The job name (if billable)
A screenshot of the error message
We'll dig in from there — for tricky cases, we're happy to jump on a screen share.