This article will walk through steps you can take when your bills are not automatically marked as 'Paid' in QuickBooks Online.
Please note: Relay's Bill pay feature is only available if you're subscribed to Relay Pro. To learn more about this feature, please see Introduction to Bill Pay.
What's the problem?
If you're utilizing the QuickBooks Bill Pay integration on Relay, you may come across the following error message when attempting to make a bill payment:
"We were unable to detect a linked QuickBooks Online account. Relay will not be able to automatically mark the bill as closed in QuickBooks Online. You can still manually mark the bill as closed in QuickBooks Online once paid."
Why does this happen?
For Relay to automatically mark a bill as paid in QuickBooks, we need to verify that the account you're paying from is linked to QuickBooks via Bank Feeds. Since Bank Feeds are managed by QuickBooks, Relay determines the link by reviewing the account information shared via QuickBooks.
To ensure the account is correctly linked, we look for the last four digits of the source account in the account name or nickname in QuickBooks.
How to manually sync bills
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Log into QuickBooks Online and go to the account you're using for the payment.
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Edit the account name to include the last four digits of your account number in brackets. For example, Account Name (1234).
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Save the changes to the account.
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Go back to Relay on your desktop, and navigate to Settings > Integrations > QuickBooks Bill Pay.
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Click the Manual Sync button to refresh the integration.
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Wait 1-2 minutes for the sync to complete.
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Re-attempt the bill payment in Relay. The error should no longer appear.
After completing these steps, the bill will be successfully marked as paid in QuickBooks. If you continue to experience issues, please contact our Customer Experience team for further assistance.