Digit is designed to seamlessly sync your records with QuickBooks (QB), but sometimes a simple mismatch can pause the process. Don't worry—this is a common data synchronization issue, and most users solve it in minutes.
This guide explains the common scenario where a Customer is created in both systems independently and how to quickly link (or "retroactively tie") them.
The Root Cause: Why Digit and QB Can’t Link Customers
When you first connect Digit and QuickBooks, our system creates a unique ID for every customer record and uses this ID to keep the two accounts linked.
A sync failure usually happens when a customer record is created in both systems—Digit and QuickBooks—before the automatic sync has a chance to run.
The Problematic Workflow
Here's the workflow that creates the sync challenge:
A team member creates a customer record directly in QuickBooks first.
A different team member creates the same customer record in Digit shortly after, perhaps due to a communication gap.
Because both records were created independently, they do not share the unique syncing ID, and Digit can't automatically link them.
When you try to create an Invoice in Digit, the system cannot find the corresponding customer account in QuickBooks.
🛠️ The Simple Fix: Manually Trigger a Full Sync
The good news is that you don't need to manually delete and recreate records! Digit can usually recognize and link the two records once you force a full, incremental synchronization.
Step-by-Step Linking
Navigate to Settings ⚙️
In the main navigation menu, click on Settings and then select Integrations.
Locate your QuickBooks Integration
Find your QuickBooks integration tile and click the Manage button.
Hit the Sync Now Button
Scroll down to the Synchronization section. Click the Sync now button. This forces Digit to review all new records in both systems and look for matching customer names to link.
Wait for Completion
The sync typically runs in the background and takes just a few minutes, depending on your data volume.
Confirm the Link
Once the sync completes, go back to the Customer record in Digit and attempt to generate or send the invoice again. The accounts should now be successfully linked, and you will be able to proceed!
💡 Pro-Tip: Mind the Case (A Rare Second Check)
In rare cases, if the manual sync doesn't work right away, the issue might be related to casing (capitalization) in the customer's name.
Review the Names: Ensure the customer name in Digit is an exact match to the customer name in QuickBooks, including all capitalization.
Example: If the customer is listed as “Acme Corp” in Digit, but as “acme corp” in QuickBooks, you may need to update the casing in one of the systems to ensure a perfect match before hitting Sync now again.
🌱 Best Practice: Create in Digit First
We recommend making Digit your single source of truth for customer records.
To avoid this sync issue entirely, always create a new customer in Digit first. Digit will immediately sync that new record to QuickBooks, guaranteeing the unique ID link is created instantly.
This approach saves your team valuable time and prevents unnecessary roadblocks down the line.
If you have additional questions please reach out to your Customer Success Manager or Contact Help & Support.