Relay integrates with QuickBooks Online (QBO) and Xero to streamline your bill payments and reconciliation workflows. But like any software integration, things occasionally go wrong.
This article outlines how to troubleshoot common issues with Relay’s accounting integrations—so you can get back on track quickly and keep your books clean.
What the Integration Does
Relay’s Bill Pay integration with QuickBooks and Xero allows you to:
- Import bills from your accounting software into Relay
- Pay bills via ACH, wire, or check-in Relay
- Sync payment status and details back to your accounting platform
- Automatically match payments to vendors and chart of accounts
Tip: Integration setup instructions can be found here:
Troubleshooting Common Sync Issues
Bills Aren’t Syncing Into Relay
Applies to: QuickBooks and Xero
Possible causes:
- Bills are not marked as “Unpaid" in your accounting software
- The bill is for a vendor not yet synced into Relay
- The bill is missing a required field (e.g., due date, vendor name)
What to check:
- Confirm the bill is saved in QBO/Xero and marked as “Open”
- Go to Bills > Settings > Integration in Relay and manually click Sync Now
- Ensure the contact/vendor exists in both Relay and your accounting software
Bill Payment in Relay Not Updating Accounting Software
Applies to: QuickBooks and Xero
Possible causes:
- Integration has become disconnected
- Sync delay (can take up to 15 minutes)
- Payment was marked manually outside of Relay
- You're using multiple Relay accounts with one accounting connection
What to try:
- Go to Settings > Integrations
- Click on the QuickBooks Online or Xero tile
- Click Sync Now manually to trigger an update
- Reauthorize the connection if prompted
- Avoid marking payments manually in your accounting software—they should originate in Relay
Bill Not Automatically Marked as Paid in QuickBooks
If you’ve paid a bill in Relay but it’s not being marked as “Paid” in QuickBooks Online, here’s what to check:
Confirm Bill Status in QuickBooks
- Is the bill still marked as “Open”?
- Was it marked as paid manually in QBO before the Relay sync? If so, Relay cannot override this.
Try a Manual Sync
- Go to Bills > Settings > Integrations
- Click on the QuickBooks Online or Xero tile
- Click Sync Now
- Wait a few minutes, then refresh QuickBooks and check the bill status
Check for Duplicate Bills or Payees
Relay may be syncing payment to a different instance of the same vendor or bill. To confirm:
- In QBO, look for two versions of the bill or vendor record
- In Relay, open the Payments tab and view linked bill details
Clean Up Tip:
If QBO has multiple payee records, consider merging vendors in QBO first, then syncing to Relay.
Additional Sync Issues
| Issue | Likely Cause | Fix |
|---|---|---|
| Vendor mismatch | Vendor name differs between QBO/Xero and Relay | Merge or rename vendor in both systems |
| Currency mismatch | Bill and account are in different currencies | Bills must be in same currency as Relay account |
| Deleted bills | Bill was deleted in QBO/Xero after syncing to Relay | Mark it as void or remove it manually from Relay |
| Partial payment not syncing | Feature not yet supported in some integrations | Coming soon to Grow & Scale plans |
Integration Management Tips
- Sync your accounting platform at least once a day if you’re handling a high bill volume.
- Avoid editing Relay-linked bills directly in QBO or Xero once synced—use Relay to manage changes.
- Regularly review the Payees section to merge duplicates for cleaner syncing.
- Use Relay’s bill creation tools or bills inbox to bypass sync issues altogether.
Still Stuck?
We’re here to help. Reach out to our support team with the following:
- A description of the issue
- Screenshot of the bill in Relay
- Screenshot of the bill in QuickBooks or Xero
- Timestamp of when you last clicked “Sync”
Still have questions? Our team is ready to help! Talk to our Customer Experience team