FAQ and Troubleshooting

Integrations

Does Connected mean all data was imported?

No. Connected or Enabled confirms a successful connection. QBO and QBD have separate review and sync steps. Shopify and TikTok Shop connection status does not by itself prove that historical commerce data was imported. Verify the records you expect.

Which integrations are available now?

Bank Feeds (Plaid), Stripe, QuickBooks Online, QuickBooks Desktop, Shopify, Square, and TikTok Shop are available now. Bill.com, Xero, Toast, Amazon, Karbon, and Slack are coming soon.

Can the client connect an integration?

Yes, for Bank Feeds (Plaid), Stripe, Shopify, Square, and TikTok Shop. An active client-portal user can authorize those supported integrations, and a firm user can email a secure connection request. Tell the client which exact institution, store, merchant, or seller account to choose. QuickBooks Online, QuickBooks Desktop, and Xero are not available in the current request picker; coordinate those setup paths separately.

Should I reconnect or disconnect?

Reconnect for expired consent, changed permissions, or Needs attention. Disconnect only when the connection should end or the wrong account was connected. Plaid disconnect is destructive; review the affected records before confirming.

Will disconnect delete accounting data?

It depends on the integration. Plaid disconnect can remove imported transactions and related journals, opening balances, or accounts created for the connection. Disconnecting QBO, QBD, Stripe, Shopify, Square, or TikTok Shop does not automatically delete existing Wesley accounting history. See Integrations.

Bank feeds and transactions

Plaid says Needs attention

Open the existing institution item and complete its update or reconnect flow. Check the institution directly for a locked login or new consent prompt. Do not create a duplicate item while the old item is still mapped.

A Plaid disconnect did not finish

Return to the existing connection and choose the displayed retry action or Disconnect again. Do not connect a replacement feed until the old disconnect is complete.

Transactions are missing

The bank may provide only limited history. Check the selected account, start date, latest sync, date filters, and the status of any uploaded statements. Compare against the source statement. If you upload a missing range, avoid overlap with the live feed.

Transactions are duplicated

Check whether the same activity arrived through Plaid, statement upload, QBO/QBD, or manual import. Review the dates, amounts, descriptions, accounts, and documents before marking a transaction as a duplicate. Do not post both copies.

Why did Wesley not treat two equal amounts as a transfer?

A valid transfer also needs opposite directions, different client-owned accounts, compatible currency, a reasonable date window, and no better accounting explanation. Credit-card payments, loan payments, owner activity, and processor payouts can need different treatment.

Why can I not unpost or delete a transaction?

A period lock, reconciliation dependency, applied payment, or later linked activity may block the action. Read the error and correct the underlying accounting state; do not bypass the control by deleting unrelated evidence.

QuickBooks Online

The wrong QBO company was connected

Do not sync. Verify the displayed company name, disconnect the mistaken connection, and connect again from the correct Wesley client. Review any operations already run because disconnect does not undo them.

What should I do with a QBO diff?

Choose the date/as-of scope, refresh, review matched and changed fields, resolve possible duplicates, decide the source of truth, and select only the intended direction. Refresh again after the operation.

An operation is partial

Open the item-level summary. Some records succeeded while others failed. Correct the failed mappings or records and retry only those items; do not rerun the entire selection without checking for already-created records.

Can I undo a QBO sync action?

Use Undo only when the latest operation offers it. Availability can expire, and Undo does not override unrelated changes made later in QBO. Refresh the comparison afterward.

Why did auto-sync stop?

Check Needs attention, possible duplicates, period locks, partial operations, and any review prompts shown on the page. Auto-sync does not override accounting safety controls.

QuickBooks Desktop

The browser says Continue in Wesley QBD Connector

Open the connector on the Windows computer with the paired company file, make sure QuickBooks Desktop is available, and choose Sync.

The connector is installed but setup does not finish

Confirm the correct company file is open, approve Wesley when QuickBooks asks, and restart setup from the correct Wesley client if needed.

Selected QBD changes stay queued

Changes to the desktop file wait for a connector cycle. Run Wesley QBD Connector against the paired file, then refresh the operation and diff. A QBD-to-Wesley import that the Connector already accepted is different: Wesley verified the complete cached snapshot before queueing it, so the worker continues after QBD and the Connector close. Wait for the completion email, then refresh the comparison. If Wesley cannot verify the complete cache, it does not queue the import and asks for a fresh full sync while QBD is open.

Journals match but the Balance Sheet does not

Review opening balances and report classification. A matching journal date range can still produce a different Balance Sheet when starting balances or account classifications differ.

Can I use files instead of the connector?

Use the fallback only when you can provide both an IIF list export and a Journal report in CSV, XLS, or XLSX format. Each file can be up to 25 MB. It is an import path, not continuous two-way sync.

Stripe and commerce

Stripe is connected but cannot send invoices

The account can be connected before Stripe enables charges. Check Can send invoices, complete the required Stripe onboarding, and refresh the connection.

Shopify or TikTok Shop is connected but I see no imported activity

Connected confirms that the account was linked; it does not prove that orders or payouts were imported. Look for the expected results in the client book before relying on the connection.

Should I also remove access at the provider?

Disabling an integration in Wesley does not delete existing accounting records or the provider account. If the relationship is ending or the client's security policy requires it, also review the provider's connected-app settings and remove access there.

Documents and files

A document has not finished processing

Refresh the page and confirm the file is readable. Large documents can take longer. If it moves to Needs review, open the discrepancy instead of repeatedly uploading the same file.

A PDF moved directly to Needs review

The file may be damaged, encrypted, unreadable, incomplete, or inconsistent with its statement balances. Upload a clean original when available, otherwise review and correct the extracted rows against the source.

Which upload should I use?

• Use Shared Files to store evidence.
• Use Banking > Upload statements to create transactions for the selected account.
• Use Document Conversion to create a reviewed QBO/QBD/Xero/QIF/CSV handoff.
• Use QuickBooks Desktop file setup only for the required IIF plus Journal-report fallback.

See Supported Files.

Why did I get duplicates after uploading a statement?

The date range likely overlapped a live feed or another import. Resolve the duplicate candidates and use non-overlapping ranges for future uploads.

Access and workflow

I can view a client but cannot change it

Your effective access may be read-only, the client may be inactive, or the date may be locked. Firm role and per-client access are separate. Ask an owner or manager to review your client assignment and access level.

Why can a client-portal user connect or disconnect an integration?

Active portal access permits supported integration management because the client often controls the account being connected. Firm users should still communicate which account to connect and review the result, especially before a destructive Plaid disconnect.

A client question changed to In Progress

A new client reply moves active work back into review. Read the answer, update the linked transaction or journal, and mark the work Resolved only when the accounting issue is complete.

A reconciliation will not complete

Check the statement period and balances, account scope, sequential prior period, pending and duplicate-review transactions, excluded or unmatched activity, and the displayed difference. Ties after posts means identified pending transactions must post before the period is ready.

What to include when contacting support

Provide the Wesley firm and client names, provider, visible status, affected account or company, date range, operation or file name, exact error text, and the safe steps already attempted. Never send bank passwords, full TINs, login details, security codes, or other secrets.