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New supplier or customer not showing in AutoEntry

How to make new supplier records or customer records you've created in your integrated accounting software available in AutoEntry.

Oliver Cook avatar
Written by Oliver Cook
Updated over a week ago

When you create a new supplier or customer record in your accounting software, these normally appear automatically within AutoEntry to apply to your invoices.

If a supplier or customer isn’t showing in AutoEntry as expected, make sure to check the following:

  1. Check the visibility setting from your Company Contact settings.

  2. Re-sync your data.

  3. Check the integration status- is it working as expected?

  4. Sage 50 Accounts integration only - Check the file path is correct in AutoEntry.

  5. As a last option, disconnect and reconnect your accounting software integration.

Check visibility setting

Whatever product you’re using, you first need to check that the supplier isn’t hidden. If a supplier isn't showing in the drop-down list, it could be in your account but not activated.

Go to your Company Contact - General settings page, and if in the list, make sure the toggle Is Visible is on. For more information, visit our article, Hide Supplier Account.

If you confirm the supplier or customer isn’t in the list, try resyncing your data.

Re-sync your data

Your data normally syncs automatically from your account to AutoEntry, but you can manually re-sync your data.

Allow 5-10 minutes for this to complete. Times can vary depending on the accounts package you integrate with, and this new account/code should then be available.

This also applies to all the different accounting software integrated with AutoEntry.

Check the Integration status

If the integration isn't working, the data won't synchronise from your software to AutoEntry.

  1. You need to first check the integration status and identify the error from the Integrate page.

  2. If there is an error, you will need to follow the relevant steps to fix it. This will depend on the type of integration and the specific error.

  3. Once the integration is fixed you can then re-sync your data.

Issue persisting?

If you've re-synced your data and your contact is still not showing in AutoEntry, there are some further troubleshooting steps.

Is the file path correct? (integration via the Desktop Sync App)

If you’re integrated via the Desktop Sync app, the file path in AutoEntry must reflect the one in Sage 50 or QuickBooks Desktop Accounts. If not, the data won’t sync properly.

You need to check your file path in both AutoEntry and your software. If they don't match, you’ll need to disconnect and reconnect the integration to update the file path.

For more details, visit our article, Checking and updating your Sage 50 Accounts file path.

Reconnect the integration

If you've run through all the troubleshooting steps above, try to disconnect and reconnect your integration with your accounting software.

  1. Disconnect your integration.

  2. Reconnect your integration.

  3. Re-sync your data.

📌TIP: If you use the Desktop Sync app for your integration, use the following steps: Disconnect and reconnect a company's integration via the AutoEntry Sync App.

📎NOTE: Restarting the Sync App isn’t necessary in this scenario. This process is necessary only when there’s an error indicating the Sync App isn't running properly.

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