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C
CSke
March 23, 2026
Question

Sync Issue with Time?

  • March 23, 2026
  • 3 replies
  • 21 views

Hello,

 

Having an issue where a Customer is showing up as a project in Time.

 

In normal QBO, I have customer X who then has 10 projects under that X customer. Basic normal set up, have 10 more instances like it in our set up. However, with only customer X, when you go to the Time app X is now a project (says (Project) next to it) and all of the projects in the folder are not labeled as projects.

 

This translates to all of customer X's projects not showing in the "Projects" tab on Workforce to allow any kind of data entry like file upload, picture upload, or note sharing like you can with any normal Project. The weird part is that you can still make time entry's for these projects. There is just nothing showing for them in the "Projects" tab

 

Anyone else had this issue? Its been virtually impossible to get anywhere doing chat with this.

 

Thanks!

3 replies

J
JoelESQuickBooks Team
QuickBooks Team
March 23, 2026

Hi there, CSke. When Customer X appears with Project next to its name, it indicates that QuickBooks Online (QBO) has identified it as a Project type instead of a Customer type.

 

Sometimes, the connection between QBO and QuickBooks Time can become unresponsive. To resolve this issue, navigate to your QBO account and edit Customer X. Add a character to the display name, such as Customer X-1, and then save the changes. This action will prompt QBO to update the last modified timestamp. After that, go to QuickBooks Time and initiate a manual sync. If this resolves the issue with the order, you can change the name back to Customer X and sync again.

 

Additionally, in QBO, you can check the Projects tab for Customer X. If it appears there as a project rather than just a customer, verify that the 10 sub-items are created as Projects and not as Sub-customers. While they may look similar in QBO, only Projects have a specialized tab in Workforce for file uploads and notes.

 

Check out this article to learn more about the capabilities of QuickBooks Time projects: Set up and use projects in QuickBooks Online.

 

Please let us know if you require any additional assistance with this matter. We'll be around to help. 

C
CSkeAuthor
March 24, 2026

The connection issue you suggested did not help, nor did checking to make sure they are a project. This seems to be a possible back end issue, because on QBO, everything functions and it set up just like it should be. But the minute you get to Time, company X is the only one that is not right.

J
Jane_MQuickBooks Team
QuickBooks Team
March 24, 2026

I appreciate you following the steps my colleague provided, CSke. Before we proceed, could you please provide a screenshot of what you're experiencing? Specifically, show Customer X with "(Project)" next to its name in QuickBooks Time. This will help us visualize the issue and provide you with the correct resolution.

 

Please note that if these items were created as Sub-customers rather than Projects in QuickBooks Online (QBO), they will appear in the same folder but won't carry the "Project" label next to them.

 

Also, one possible reason your projects aren't showing in the Projects tab is that they may be marked as completed. Please ensure the view filter is set to All projects instead of the default In Progress to include them in the list.

 

Please feel free to use the Reply button if you need anything else.

C
CSkeAuthor
March 24, 2026

I've confirmed they are not sub-customers, and that they are already "In-Progress" jobs. See attached picture. When you click in the folder, none of the should be projects have that "(Project)" label. Its like the labeling system is flipped entirely just on this customer.

A
AdonLQuickBooks Team
QuickBooks Team
March 24, 2026

I appreciate those additional details, CSke. Have you previously upgraded or integrated your QuickBooks Time and QuickBooks Online (QBO) account?

 

When creating a project in a standalone QuickBooks Time account, a (Project) label will appear beside the customer the project is for. This label acts as a marker to differentiate it from other codes.

 

If this project is added before you upgrade or integrate with QBO, it could be why Customer X is labeled as a project, while the other nine folders are plain.

 

If that doesn't seem to be the case here, I recommend contacting our Live Support team. They can securely investigate your account to pinpoint the exact cause.

 

Feel free to hit Reply if you have any other questions.

C
CSkeAuthor
March 24, 2026

That is not the case with this one here. I will contact the Live Support team. I have already been in contact with them several times and no one seems to understand this issue.

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