Check three things: the Contact is synced (if not, they'll need a valid email to be created in your accounting software), the invoice currency is set up as a usable currency in your accounting software (invoicing in a non-base currency usually means adding that currency there first), and your integration connection is still active.

Head to your integration settings to verify. See your integration-specific guide under Integrations for more info.

This usually happens when a Contact was created manually in MinuteDock before syncing from your accounting software, resulting in two entries for the same client.

You can merge duplicates from the Contacts screen. Click the more options button (the three dots) on the duplicate, choose Hide, then choose Merge this contact into another. MinuteDock will move all Time Entries and Projects across. See Archive or Merge a Contact.

All your MinuteDock data (time entries, invoices, Contacts, Projects, Tasks) is preserved. Disconnecting only removes the active link to your accounting software — it doesn't delete anything.

If you reconnect later, your Contacts will sync again.

Open your integration settings to check the connection status. Once you're connected, this screen is named after your accounting software — click Xero, QuickBooks, MYOB or Wave in the top-right navigation bar next to Profile, or find the same name in the list of settings screens under Account. It is not labelled Integrations once a connection exists.

If the connection shows as expired or disconnected, you can re-authorise from that screen. You'll need admin access in both MinuteDock and your accounting software to complete the reconnection. To see the connection being set up, watch Video — Connect to a Xero Account or Video — Connect to a QuickBooks Account.

See the setup guide for your specific integration under Integrations.

If your Account is already connected to an accounting integration, the Integrations entry is renamed to that integration. Look for Xero, QuickBooks, MYOB or Wave in the list of settings screens under Account instead — a button with the same name also sits in the top-right navigation bar next to Profile.

The Integrations name only appears when no integration is connected. If you can't see either, check with an Admin that you have the Manage MinuteDock Account & Users Permission, which is required to view and manage integrations.

When you connect an integration, your accounting software's clients sync into MinuteDock as Contacts automatically.

If you had Contacts in MinuteDock before connecting, you may end up with duplicates — use the merge feature to combine them.

Going forward, let your accounting software be the source of truth and create new clients there.

Clients from your accounting software sync into MinuteDock as Contacts. When you send an Invoice for a MinuteDock Contact that hasn't been synced, MinuteDock creates the customer in your accounting software; the Contact needs a valid email address. Invoices are sent to the corresponding customer record.

For existing synced Contacts, edit names and other Contact details in your accounting software. These updates flow into MinuteDock, and the next sync overwrites changes made to those details in MinuteDock.

Check your sync settings. For some integrations (like Xero), MinuteDock only syncs Contacts from specific Contact groups — and Xero's default "Customers" group only includes Contacts that have had an invoice created against them.

You may need to add the client to a synced Contact group, or adjust which groups MinuteDock syncs with.

See Manage Xero Integration Settings (or the equivalent for your integration) for how to configure this.

MinuteDock auto-syncs Contacts from your accounting integration roughly every 24 hours. If you need a Contact to come through sooner, you can trigger a manual update from your integration settings screen. Click your connected integration from the top right navigation bar in MinuteDock (Xero, QuickBooks Online, or MYOB), then click the sync now button to pull the latest Contact list across.

This happens when Sync QuickBooks sub-customers as MinuteDock projects is turned on in your QuickBooks Integration Settings. With that setting on, each top-level QuickBooks Customer imports as a MinuteDock Contact, and every sub-customer beneath it imports as a Project on that Contact — so a client with three jobs arrives as one Contact with three Projects rather than four separate Contacts. If you came across from QuickBooks Desktop, these are the records you'd have known as Customer:Job.

QuickBooks lets you nest customers up to five levels deep, but MinuteDock has two levels — Contacts, and Projects within them — so every sub-customer beneath a client becomes a Project directly on that client's Contact, however deeply it sits in QuickBooks. Each Project takes the sub-customer's own name.

With the setting off, every Customer and sub-customer imports as its own Contact instead, matching your QuickBooks customer list one for one.

To see which way your account is set, click QuickBooks in the top-right navigation bar and select Integration Settings. See How QuickBooks sub-customers import for a worked example of both options.

Check whether Send invoices to matching QuickBooks sub-customers is turned on in your QuickBooks Integration Settings. That setting decides which QuickBooks record an invoice lands against, and it's separate from the setting that controls how sub-customers import.

With it on, an invoice goes to a sub-customer only when all of the time on that invoice sits on a single Project. An invoice that mixes time from two or more Projects, or combines Project time with time logged against the Contact itself, or carries no Project time at all, goes to the top-level Customer instead.

With it off, every invoice goes to the top-level Customer no matter which Projects the time sits on.

So if you want a job billed to its own sub-customer in QuickBooks, invoice that job's time on its own. Billing several jobs together sends one invoice to the client's top-level record. This setting covers invoices only — if you also use Send Time, Time Activities follow the sub-customer import setting instead, so they can land on sub-customers even when your invoices don't. See Send invoices to sub-customers for the full routing table.

Yes, you can change it at any time — but switching leaves cleanup behind in either direction. If you've already been tracking time against sub-customers in MinuteDock, email team@minutedock.com before you change anything and we'll look at your account first. Accounts that haven't tracked time against sub-customers yet can switch freely.

Turning it on. Each sub-customer gets a new Project under its parent Contact. Its old Contact is unlinked from QuickBooks, and removed entirely if nothing has ever been logged against it. Where there is history, that Contact stays behind as an ordinary Contact holding the time already logged on it — so new time goes to the parent Contact and its Project while the old time stays where it is. That split is why it's worth talking to us first.

Turning it off. Each sub-customer goes back to being its own Contact. Projects with nothing on them are removed; Projects with time, rates or rules stay as ordinary Projects, keeping their history. Invoices and time exports go back to the parent Contact straight away, without waiting for a sync.

Changing the setting doesn't move any of your existing time either way. To change it, you'll need the Manage MinuteDock Account & Users Permission: click QuickBooks in the top-right navigation bar, select Integration Settings, tick or untick Sync QuickBooks sub-customers as MinuteDock projects, then click sync now. See Change how sub-customers import for the detail.