Login errors
Error message
"Unable to login. Please try again."
Reason
The email address and/or password entered is not valid.
Troubleshooting
Confirm you are on the correct login page (Bookkeeper vs client portal)
Confirm the login email address is being entered correctly
Confirm the password is being entered correctly
We recommend selecting "Forgot password?" to trigger a reset password email just in case your password has changed since you last logged in. Reset password links expire after 1 hour for security purposes.
Admins can send a reset password email to other users from Practice Settings > Manage Users > Action. They can also disable 2FA settings temporarily if needed.
Send password reset emails to client portal contacts from their Portal Settings.
Updating QuickBooks vendors: Business validation error
Error message
"A business validation error has occurred while processing your request."
Reason
The error populates in Double when you're trying to update a vendor that is mapped to an account that is deleted. QBO fails to update when this is the case.
How to resolve
Go to the client's QuickBooks Online file
From the side panel, choose Expenses > Vendor
Locate the vendor from the list and select Edit
Scroll to Accounting > Default Expense Category and confirm that it is blank
QuickBooks: Contact support
Error message
"Contact support: To use this app you need a QuickBooks company that is linked to Payments / Payroll account"
Reason
This is an error in Intuit's code, but we have a process with them for escalating these issues to resolve them.
Next steps
Please reach out to the Double Support team and share your client's QuickBooks Online Company ID.
To find your file's company ID in QuickBooks, you can use the keyboard shortcut Ctrl + Alt + ? (Windows) or Control + Option + ? (Mac), which will instantly display your company ID on the screen.
Alternatively, you can navigate to "Account and settings" then select "Billing & Subscription" to find your company ID listed there.
See this article for more details on how to find company ID.
QuickBooks: Reconnect again
Error message
"This does not match CLIENT NAME. Please try reconnecting again."
Reason
The company ID of the client file trying to connect does not match the file that is currently integrated with Double.
Next steps
Please reach out to the Double Support team and share your client's QuickBooks Online Company ID.
To find your file's company ID in QuickBooks, you can use the keyboard shortcut Ctrl + Alt + ? (Windows) or Control + Option + ? (Mac), which will instantly display your company ID on the screen.
Alternatively, you can navigate to "Account and settings" then select "Billing & Subscription" to find your company ID listed there.
See this article for more details on how to find company ID.
Xero: Updating 1099 contacts
Error message
"The [system generated] 1099 contacts group does not exist in Xero. Please create this group, then refresh the page and retry."
Reason
The updated vendor information in Double cannot sync back to Xero because the 1099 contact group is not named correctly.
How to resolve
The contact group should be renamed in Xero to [System generated] 1099 contacts.
Client portal: Message #14587
Error message
"ERROR CODE: 14587. An error has X occurred, please email us."
Reason
If your contact receives this error message when attempting to login to the Client Portal, this means your practice email has been disconnected and needs to be reconnected.
How to resolve
Reconnecting the primary practice email should resolve the issue.
Email disconnected
Error message
"We are sorry but it looks like the connection with your email has been disconnected. Can you please go to Branding Settings and reconnect your email?"
Reason
Double has encountered an error while trying to send your email.
How to resolve
Reconnecting the primary practice email should resolve the issue.
Revoking email access: Removing a personal inbox
Error message
"Error revoking access. An error occurred while revoking access. Please try again or contact support."
Reason
This "Error revoking access" message is prompted when the following are true:
You've chosen to remove a personal inbox connection,
"Save cached emails in a read-only state" has been selected, and
The email that is being revoked is not currently authenticated in Double.
How to resolve
The error indicates that this integrated email address is no longer authenticated (aka successfully connected) to Double. In order to preserve a copy of historical emails, the email address would first need to be reconnected via that user's personal inbox.
Alternatively, choosing 'Do not store a copy of historical emails' will fully revoke access and remove the email from Double. If you choose not to store a copy of historical emails, any emails sent from within Double to the client will still be accessible in Email History.
Receipts: String length
Error message
"String length specified does not match supported length. Min:0 Max:21 supported. Supplied length:"
Reason
This message indicates a receipt's "Item Number" field is too long.
How to resolve
Update the Item number to meet the character length requirements.
