Intacct Troubleshooting and FAQs

Common issues and errors encountered when connecting, configuring, or syncing the Intacct integration, along with what to check to resolve them.

Common sync errors

Intacct overriding Maxio invoice numbers and references

Intacct's platform allows you to set prefixes and numbering systems independent of the Maxio platform. If these settings are turned on and configured within Intacct, they override the Maxio-generated prefixes and invoice numbers.

You can use Intacct's Document Sequence capabilities to segment invoices created from Maxio from those created directly in Intacct. You can achieve the same segmentation using Maxio's own prefix capabilities instead, without the risk of a numbering override.

To ensure the Maxio invoice numbering system isn't overridden:

1. Navigate to the Applications drop-down, select Company, click the Setup tab, and under Settings, select Document sequences.
2. Navigate to the specific object you want to adjust the numbering sequence for and select Edit.
   
3. Remove the Fixed prefix and/or adjust the numbering sequence accordingly, then click Save.
   

Changing the document sequence settings changes all future document sequences. Existing documents and sequences aren't affected.

Invoices are syncing from Intacct but missing invoice line items

If you use the A/R module within Intacct, you can create invoices without an item. When this occurs, Maxio still gets the invoice but it's missing an associated invoice line item. If you're creating invoices in Intacct rather than Maxio, it's easy to miss the item configuration, since the item field is often hidden in a dropdown under the main invoice rows:

How to avoid this issue using best practices

1. Use Maxio as your primary place for generating new invoices. Maxio requires items for all invoices.
2. If you're invoicing out of Intacct, use Order Entry. Order Entry is designed to use items within invoicing, which enhances the ability to receive granular information in your reports.
   

If invoices sync without items, you may run into the "Skipping ILI with intacct_recordno=xxxx, because the Item could not be found" error covered above. Following the two best practices here avoids that error.

How do I post transactions to the Top Level?

Posting transactions to the Top Level takes two steps: confirm Intacct permits posting to the Top Level, then confirm which entity your Maxio instance is connected to.

Step 1 - Confirm Intacct permits posting to the Top Level

Intacct provides configurable options for where key objects can post. You can restrict posting to the Top Level or enforce posting to specific entities. Review these settings:

1. Navigate to Company > Admin > Subscriptions.
2. Scroll down to Multi-Entity Management and click Configure.
   
3. Review the Entity restrictions section and confirm Restrict General Ledger transactions to the entity level only and Restrict subledger transactions to the entity level only are not enabled.
   

Restricting access to the Top Level only is a very restrictive setting that defeats the purpose of having key objects available across all entities. Maxio generally doesn't recommend enabling this setting.

Step 2 - Confirm which entity your Maxio instance is connected to

Each Maxio instance connects to either the Top Level or a specific entity. Review the entity Maxio is connected to before creating new records by going to Intacct > Integration Settings (wrench icon) and reviewing the Location Entity field.

How does multi-entity management work between Maxio and Intacct?

With customers: Maxio allows you to connect an instance to the Top Level or a specific entity. When Maxio is connected to the Top Level, customers created are unrestricted and visible across all entities (Scenario A). If customers are created using an instance of Maxio connected to a specific entity, they're restricted and visible only within that specific entity of Intacct (Scenario B).

Scenario A - Creating customers within Maxio while connected to the Top Level

When multi-entity management is enabled and you're creating customers at the Top Level, you must set a default location for each customer. This can be a specific location or an entity. Set the location for a customer on the customer profile, in the Entity / Location field:

Scenario B - Creating customers in Maxio while connected to a specific entity

Customers you create in an instance of Maxio connected to a specific entity are automatically associated with that entity. If there are multiple locations available within that Intacct entity, you can set those on the customer profile.

Bridge payments not appearing for Credit Memos with additional payment

When a Credit Memo in Intacct (via Order Entry or a negative invoice in AR Invoices) is applied to an invoice with an additional payment, the Intacct sync may create an AR Payment ("bridge payment") in Maxio containing both the invoice and credit memo lines.

This behavior only occurs if certain conditions are met:

• The payment date is after the configured Sync Payments From Intacct Only After Date.
• The currency code is valid.
• The related invoice and customer exist in Maxio.

If any of these conditions fail, the payment may be skipped or created with unapplied lines, so the allocation may not match Intacct exactly.

To avoid these issues:

• Confirm the invoice and customer are synced before the payment is processed.
• Check that the payment date falls within the integration's configured date range.
• Ensure the currency code is valid in both systems.

This only applies when a Credit Memo and an additional payment are used together and all prerequisites are satisfied.