Having trouble with your Raken + QuickBooks Online integration? This article covers the most common issues and how to resolve them.
Frequently Asked Questions
The integration is connected but nothing is syncing. Why?
Check if the integration is set to Paused. Navigate to Company > Integrations > QuickBooks Online and look at the status toggle in the top right. If it shows Paused, contact your CS team — they will set it to Active once setup is complete. The integration defaults to Paused during onboarding to allow CS to finish configuration before live syncing begins.
My employees or projects are not showing up in Raken after connecting.
Record imports are handled by your CS team during onboarding — they are not automatic after connecting. If you have completed onboarding and records are still missing, check the following:
Employees must have Time Tracking enabled in their QuickBooks Online profile to sync to Raken
Projects must have a start date in QuickBooks Online to sync to Raken
Only QuickBooks Online Projects sync as Raken Projects — Customers do not
If all of the above look correct and records are still missing, contact your CS team.
I have QuickBooks Online but the integration option is not showing in Raken.
The integration requires the Raken Performance Plan. If you are on a lower plan and do not see the QuickBooks Online tile under Company > Integrations, contact your Account Executive to discuss upgrading.
My synced time is not appearing under Time > Time Entries in QuickBooks Online.
This is expected behavior. Time synced from Raken to a QuickBooks Online project always appears under Project Time Activity within that project — not under the Time > Time Entries tab. This is how Intuit handles project-associated time records. To view time across all projects, run a time report in QuickBooks Online.
I have Customers in QuickBooks Online. Can I sync those over as Projects in Raken?
No — Raken only supports importing QuickBooks Online Projects as Raken Projects. Customers do not sync. If your jobs are set up as Customers in QuickBooks Online, they will need to be recreated as Projects for the integration to work.
Not-started projects are syncing into Raken. Is that expected?
The integration imports projects with an In Progress status by default. Projects set to Not Started should not sync automatically. If not-started projects are appearing, contact your CS team — this may be related to a project's default status when it was created in QuickBooks Online.
My synced time data looks incorrect in QuickBooks Online. What do I do?
Correct the time card in Raken first, then re-sync. If data needs to be cleaned up on the QuickBooks Online side, contact your CS team. Large data corrections may require Engineering involvement.
The Sync button is not appearing on my Timesheets page.
First check that the integration status is set to Active (not Paused) under Company > Integrations > QuickBooks Online. If the integration is Active and the Sync button is still missing, file a support ticket with your account details.
Pay types and cost codes are not showing on my synced time in QuickBooks Online.
Pay type and cost code sync requires that Payroll Items and Service Items have been imported from QuickBooks Online during onboarding, and that your time cards in Raken have pay types and cost codes assigned. If this was configured during onboarding and data is still missing, contact your CS team to investigate the sync configuration.
Still Need Help?
Contact your Customer Success Manager or email help@rakenapp.com. When reaching out, include your account name, a description of the issue, and any error messages you are seeing.
More Questions?
Feel free to email us or call us at +1 866-438-0646. We're always glad to answer your questions!