If you receive an error when trying to submit an invoice to QuickBooks, your Client/Matter account may have become disconnected or inactivated. This guide covers the most common submission issues, including the "customer has been deleted" error, and offers clear troubleshooting steps to resolve them.
Note: This fix is performed in QuickBooks Online. Make sure that you have access to the firm's account before continuing.
Issue #1: Client has been made inactive in QuickBooks
Step 1: Identifying the problematic Client/Matter
Open the Matter from the Matters page, then flip to the "QuickBooks" tab. You'll notice that one or both of the QuickBooks Customer accounts is listed as (deleted); this means that the account was made "inactive" in QuickBooks.
Step 2: Finding the account in QuickBooks
Open your QuickBooks Online account. We'll need to navigate to the "Customer/Client" option within Sales. This is where all of the invoices/payments/journal entries associated with each Client and Matter are housed.
Notice the ⚙ (gear) icon to the left of the account list? Click it, and enable the "Include inactive" option; your list of Client/Matter accounts will now include any that were previously inactivated.
Now that you've included inactive accounts in your list of Customers/Clients, find the account that was made inactive. It will have "Make Active" as it's suggested Action, as shown in the clip above. Click "Make Active", and switch back to LeanLaw.
Step 3: Reconnect in LeanLaw
Go ahead and refresh your LeanLaw page! The Client or Matter that was just activated in QuickBooks will now be properly connected, and ready to be invoiced.
Issue 2: Permission-Related Restrictions
Another possible cause for issues with QuickBooks integration is insufficient permissions. If your user role does not have the appropriate permissions in LeanLaw, you might find that certain options are restricted. To resolve:
Verify and update your role permissions in the account settings.
Coordinate with an account administrator to ensure you have adequate access rights for QuickBooks.
Issue 3: Blank Fields in Invoice Data
Submission errors can occur when required numeric fields, such as expense amounts, are left blank. QuickBooks demands these fields be populated with valid entries. Steps to correct:
Move the problematic invoice to "Drafts" in LeanLaw.
Locate and edit the entry or expense with the blank field.
Populate it with a valid amount (e.g., 0.00 if necessary).
Attempt to resubmit after all required fields are corrected.
Best Practices for Successful Invoice Submission
To avoid future submission issues:
Regularly audit client and matter records in QuickBooks to ensure no unintentional deletions or inactivations.
Periodically review LeanLaw user permissions to mitigate access issues.
Confirm all mandatory fields are properly filled when drafting invoices for submission.
