This category handles transferring time data, mapping payroll, and resolving sync discrepancies between busybusy and QuickBooks (Desktop and Online).

Question: What should I do if an employee in QuickBooks Desktop isn't syncing time data and I don't see them in the integrations menu?

Answer: Try unarchiving any duplicate employee profiles and update the employee's name in QuickBooks by adding a period. Then, run the web connector and check which employee profile the period appears under.

Question: What should I do if an employee's information or time isn't syncing correctly with QuickBooks Desktop?

Answer: First, check if the payroll is mapped in both QuickBooks and busybusy. If the issue persists, verify if the employee's name and other details are correct and try syncing again. If the employee's time is not syncing but their name is updating, it indicates that there is a connection between the systems. You may need to check the date range for syncing and ensure that there are no duplicate entries or manual adjustments causing conflicts.

Question: What should I do if my employees' hours are not transferring to QuickBooks Desktop?

Answer: Check if the payroll mapping for the employees has been set. If not, follow the steps in the relevant article to get the employees connected. Then, try resyncing the past weeks to see if everyone shows up.

Question: What should I do if App Management will not sync with QuickBooks Desktop?

Answer: Check if you are getting an error message in your web connector. If there's no error message, try restarting your computer and see if it will let you update web services.

Question: What should I do if my QuickBooks Desktop integration isn't syncing time?

Answer: Try disconnecting and reconnecting your integration. Follow the instructions in the article Common Reasons QBD Connections Break and How to Fix Them.

Question: What should I do if my QuickBooks Online integration is not working for specific projects?

Answer: To try and force the sync, open the project that isn't syncing in QuickBooks Online and select edit. DO NOT change anything, all you have to do is select edit then select save. The integration will view this as an edit and try to sync it again.

Question: What should I do if new jobs/projects in QuickBooks Online are not pulling into Busybusy, and what if the force sync method doesn't work?

Answer: If new jobs/projects in QuickBooks Online are not pulling into Busybusy, you can try going to Quickbooks > Find the customer > select the customer > Click Edit > and save. This should force sync the customer to busybusy. Also, check your archived sections in busybusy to see if the project is there by chance. If the force sync method doesn't work, check if busybusy is listed and connected in Quick books > Apps > Overview. If the issue persists, consider scheduling a meeting with a support specialist for further assistance.

Question: What should I do if project names are not syncing from QuickBooks Desktop to busybusy?

Answer: Because of the way the sync works, we recommend adding projects into QuickBooks Desktop first, and then letting them sync from QuickBooks to busybusy. Projects added in busybusy don't sync over to QuickBooks. To get things syncing properly, you'll need to manually add the projects that are in busybusy into your QuickBooks account as customers. When you do this, please make sure you copy and paste the project name so it matches exactly. If there are any differences, even a space, it will be added as a new and distinct project.

Question: What should I do if specific days are not syncing with QuickBooks Desktop?

Answer: Try adjusting the sync dates by going to Settings > Integrations > QBD, then select Sync Options. Select the "sync back to this date" option and choose the day before the dates you're missing. Then push a sync through.

Question: What should I do if the web connector is not syncing payroll items for new employees, even after trying the initial troubleshooting steps?

Answer: If the web connector is not syncing payroll items for new employees, try the following steps: 1. Log into QB Desktop as an admin in single user mode. 2. Tap Edit (in the upper left next to file) > Preferences > Integrated Applications > Company. 3. Delete busybusy > press okay > run the web connector again. 4. At about 20%, it'll show the authorization certificate > make sure that the check box for credit card and social is checked. If the payroll items still aren't syncing after trying the previous steps, follow these steps: 1. Add a "." to the employee's name in QuickBooks. 2. Go to settings > Integration > Quickbooks Desktop (within busybusy) > Sync Options. 3. Change the sync date to the day BEFORE the edited time entries. 4. Run the web connector and check in busybusy if the "." came over on their name. 5. If it did, check busybusy to see if the payroll mapping options are there now and set them if they are. 6. Go back to QB and remove the "." from the employee's name and run the web connector again.

Use this section for questions about sending/receiving invites, setting up credentials, app connectivity, and account activation status.

Question: What should I do if an employee is not receiving an invite to complete their onboarding or is not linked up to payroll?

Answer: If an employee is not receiving an invite to complete their onboarding, ask them to check their email, including the spam folder, for an email from Gusto regarding resetting their password. Have them follow the prompts to (re)set a password in Gusto and log directly into their Gusto account to complete the onboarding. Once the onboarding is complete, you should be able to link their profile to Gusto via the Employee Matching Tool.

Question: What should employees do if they receive an invite but can't log in due to incorrect username or password?

Answer: Employees should double-check their credentials for typos or spacing errors, and ensure they are using the correct capitalization, as passwords are case-sensitive. If they have forgotten their username, they should reach out to their employer to obtain it. In case they have forgotten their password, they can click on "Forgot Password" on the login page, and an email will be sent to them to create a new one. If they don't receive the email, they should check their Spam or Trash folders, try another email address associated with their busybusy account, or contact their administrator if they don't have an email entered into their employee profile.

Question: What should I do if my employee's app is not connected to my account?

Answer: If your employee is logged in but nothing is syncing to your account, it's likely due to them not using the correct login information. Please have them verify what login information they're using. They need to be particularly aware of the username and make sure they're using the username you have set up for them; otherwise, they won't be logging into the correct account and company.

Question: What should I do if a new employee cannot sign in and record their time or if the busybusy app is not working properly for an employee?

Answer: To resolve the issue where a new employee is unable to sign in and record their time, please follow these steps: - Check that the employee's position has permission to track time for themselves. This can be done by going to Settings > Positions > selecting their position, and ensuring the "track time for" permission is enabled. - If the employee was set up with a username and password, remind them to use the exact username and password you created for them to log into the correct account. They should download the busybusy app and log in with these credentials. - If these steps do not resolve the issue, please ensure that the employee's phone is up to date and has given busybusy permission to access cellular data and background sync. - If the busybusy app is not working properly for an employee, have the employee try deleting the app, then reinstall it and see if it works properly.

Question: What should I do if I want to manage or reactivate my busybusy account?

Answer: If you have deactivated your account, it is completely deleted from the database and cannot be restored. You may need to create a new account. Deactivating your account will completely delete the account and all of its data, which cannot be restored. If you don't want to move forward with busybusy at this time but want to keep your data, you can keep your account on the Free plan, and your data will be stored in case you ever want to upgrade.

Troubleshooting clock-in/out restrictions, GPS/geofencing issues, manual time entry, and shared Kiosk devices.

Question: What should I do if an employee is unable to clock in or has issues with their schedule?

Answer: If an employee can take a break and clock out, but can't clock in, check that the employee's position has permission to track time for themselves. You can double check this by going to Settings > Positions > selecting their position. The permission they need to have is the "track time for" permission. If the employee's schedule won't populate, preventing them from clocking in, request a screen recording from the employee or their supervisor to help troubleshoot the issue. Also, ensure that the employee's phone is up to date and has given busybusy permission to access cellular data and background sync.

Question: What should employees do if they are unable to login and the error message says they must be at the location?

Answer: Employees need to make sure their phone's GPS is turned on and in their phone settings, the busybusy app has access to their location all the time.

Question: What should I do if I forgot to punch in?

Answer: If you have permission to edit your own time, you can use the Clock In At feature. Click the three dots in the top right corner of the app and then tap Clock In At and select your time entry. If you need to add a whole new time entry, you can do that by going to the Time Cards tab in the app and tapping the + button. If these options aren't available to you, it means your position doesn't have permission to adjust your time this way, and you'll need to reach out to your supervisor to have them help add your time.

Question: What should I do if I'm experiencing clock-in issues or incorrect information in the busybusy app?

Answer: If you are experiencing clock-in issues or incorrect information in the busybusy app, try the following steps: 1. Restart your phone to see if it resolves the issue. 2. Ensure that your position has permission to track time for yourself. This can be checked by going to Settings > Positions > selecting your position, and verifying that the "track time for" permission is enabled. 3. Check if there are clock-in restrictions set, such as time restrictions or scheduling requirements, that might be affecting your ability to clock in. 4. If you are not scheduled to work according to the system, you will either need to be manually clocked in by an administrator or added to the schedule to be able to clock in yourself. 5. In case of technical issues, such as the app not allowing you to clock in, ensure that your phone is up to date and has given busybusy permission to access cellular data and background sync.

Question: What should I do if there are syncing issues with the Kiosk and can employees use different methods to clock in and out?

Answer: If you are experiencing syncing issues with the Kiosk, open up the app, go out of Kiosk Mode, then go to settings > debug tools > local data to sync OR pending syncs (the device could show either option) to see if there is anything that's waiting to sync to your system. If there is the option in the debug tools to Upload Database, do that, then click on Clear Database. Employees can use their phone, Kiosk, or Web to clock in and out. However, be aware that using multiple devices may cause syncing issues.

Covers app freezes, slow load times, device-specific errors (iPad/iOS), and device level permissions (Camera/Gallery).

Question: What should I do if employees are having trouble clocking in and out or the app freezes?

Answer: Make sure the employees are running the correct version of the app. You can check the version from within the app itself. If the issue persists, request a screen recording of the issue from one of the employees, as it would be helpful for developers to identify the problem. Also, check if all employees are using the same iOS version to narrow down the cause of the issue.

Question: What should I do if I am unable to schedule for the next week?

Answer: Try logging out and back into busybusy, as this has helped other users with similar issues.

Question: What should I do if I have tried all the troubleshooting steps, including factory resetting the iPad, and the app is still not working properly? How can I send a video of the app issue if it was blocked by busybusy as suspected spam?

Answer: Double check that the iPad has the latest updates downloaded and installed. If the issue persists, contact support with a screen recording of the problem and any additional information about the issue. You can try attaching the video to the support chat or send it to [email protected].

Question: What should I do if I'm experiencing slow load times on time card entries?

Answer: If you're experiencing slow load times on time card entries, try clearing your cache and cookies for busybusy. Enter the following web link into Chrome (you will need to copy and paste) and then select “Clear All Data” or "Clear Displayed Data": chrome://settings/content/all?searchSubpage=busybusy. Then log out and log back in to your busybusy account.

Question: What should I do if a user gets a red message when trying to add a picture to an observation in the app?

Answer: Check the device's permissions to ensure the app has access to the Camera and Gallery. This can be done through the phone's settings. Alternatively, uninstall and reinstall the app. Upon reinstallation, it will prompt you to allow permissions when using the camera functions.