Troubleshooting
Having trouble? Here are solutions to the most common issues. If you can't find your answer here, our support team is happy to help.
Common Questions
I can't connect my QuickBooks
Make sure you're using the same login you use for QuickBooks Online (not QuickBooks Desktop). If you're still having trouble, try signing out of QuickBooks in another browser tab first, then connect again.
My company shows 'Needs Reconnect'
This happens when your QuickBooks connection expires (usually after 100 days of not using CleanupOwl). Just click 'Reconnect' and sign in again—all your data and history will still be there.
My scan seems stuck
Most scans take 2-5 minutes. If it's been longer than 10 minutes, try refreshing the page. If that doesn't work, your QuickBooks might need to be reconnected. Check if your company card shows any warnings.
I don't see all my transactions in the results
By default, we scan the last 2 years of data. If you need to look further back, run a new scan and select a longer time period (up to 10 years).
I accidentally skipped a fix I wanted to apply
No problem! Go to the fixing page and find the skipped item in the sidebar. Click 'Undo' to restore it, then you can apply the fix.
I can't find my past scan results
Go to 'My Scans' in the navigation menu. You'll see all your previous scans listed by date. Click any scan to view its full results.
The fix didn't work correctly
Check the Fix History page to see exactly what was changed. If something doesn't look right, you can make corrections directly in QuickBooks. Contact support if you need help.
I want to add my bookkeeper to my account
Go to Settings → Team Management and click 'Invite Team Member.' Enter their email and they'll receive an invitation to join your CleanupOwl account.
My payment didn't go through
Check that your card details are correct in Settings → Billing. If the card is valid, try again or use a different payment method. Contact support if the problem persists.
I need to scan a different QuickBooks company
Click 'Connect New Company' on your dashboard. You can connect multiple QuickBooks companies to the same CleanupOwl account.
Quick Fixes to Try First
Refresh the Page
Many issues can be fixed by simply refreshing your browser. Try pressing Ctrl+R (Windows) or Cmd+R (Mac).
Try a Different Browser
If something isn't working, try using Chrome, Firefox, Safari, or Edge. CleanupOwl works best with up-to-date browsers.
Reconnect QuickBooks
If data seems stale or scans aren't working, try disconnecting and reconnecting your QuickBooks company. This refreshes the connection.
Check QuickBooks Status
Sometimes issues are on QuickBooks' end, not ours. If you're having connection problems:
- •Make sure you can log into QuickBooks Online directly
- •Check if QuickBooks is having any service outages
- •Try again in a few minutes if QuickBooks seems slow
Still Need Help?
Can't find a solution? Our support team responds within 24 hours (usually much faster).