In STRATAFOLIO, every tenant on a lease is linked to an Accounting Customer in QuickBooks. This link is what allows STRATAFOLIO to create invoices and match incoming payments to the right tenant. If more than one tenant shares an Accounting Customer, STRATAFOLIO can’t match the payment to the right tenant. For this reason, payments won’t show on the payments tab.
This article explains why each tenant needs a unique Accounting Customer, how STRATAFOLIO flags it, and how to fix missing payments.
Before You Troubleshoot Missing Payments
Before you make any changes, confirm the following.
- You have an active QuickBooks integration connected to STRATAFOLIO.
- You have permission to edit leases and to add or update customers in QuickBooks.
- You know which tenant or tenants are sharing the same Accounting Customer. If you are not sure, open each lease for the tenant in question and check the Accounting Customer field in the Invoicing section of the Edit Lease form.
The Accounting Customer Warning Banner
You’ll see a warning that the Accounting Customer field must be unique for each tenant, in two places:
- On the Lease Abstract of an existing lease.
- On the Edit Lease form, in the Invoicing section, whenever you add or change an Accounting Customer and click on Save.
Both locations show the same warning message if the Accounting Customer you selected is already linked to a different tenant using the same QuickBooks integration.
Troubleshooting Your Linked Accounting Customer or Payments Not Showing on the Payments Tab
Follow these steps to identify and fix a shared Accounting Customer.
Step 1: Confirm the problem
Open the lease for the tenant with missing payments. Go to the Payments tab. If it is empty even though you know payments have been made, a shared Accounting Customer often causes this.
Step 2: Check the Accounting Customer field
Open the lease and go to the Invoicing section on the Lease Abstract. Look at the Accounting Customer field. If a warning message appears on this page saying the Accounting Customer is already assigned to a different tenant and location using the same QuickBooks integration, you have found the issue.
Step 3: Create a unique Accounting Customer in QuickBooks
Log in to QuickBooks. Add a new customer record for the tenant so that each tenant has its own dedicated Accounting Customer, rather than sharing one with another tenant.
Step 4: Sync your QuickBooks integration
Go back to STRATAFOLIO and sync the QuickBooks integration to make the new customer record selectable.
Step 5: Select the correct Accounting Customer on the lease
Go back to the Lease and select the Edit Lease button. In the Invoicing section, select the new, unique Accounting Customer from the dropdown. If the warning message disappears, the lease is set up correctly.
Step 6: Relink older invoices
If the tenant has older invoices tied to the shared Accounting Customer, open each one and point it to the new Accounting Customer. Invoices and payments will only show correctly once they’re linked to the lease’s new Accounting Customer.
Step 7: Confirm whether the issue was resolved
Check the Payments tab again to confirm that payments now appear.
