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Troubleshooting QuickBooks Time error - User not found when saving time in Intuit Practice Management

SOLVEDby IntuitUpdated October 28, 2021

When saving a time entry for QuickBooks Time in Intuit Practice Management powered by Karbon, the following error generates:

"QuickBooks Time user not found. Your email address could not be found in QuickBooks Time. Please contact your QuickBooks Time administrator and get them to add you as a user in QuickBooks Time."

QBTime1.png

Why is this error generating?

This error will generate when:

  • The email address used to invite the QuickBooks Time user isn't the same as the email address used to sign in to Intuit Practice Management.
  • The Intuit Practice Management user isn't a user in QuickBooks Time.
  • In QuickBooks Time the user's profile in the upper right shows QuickBooks Payroll, but the user isn't added to the QuickBooks Payroll section of QuickBooks Online.
  • The emails are the same in both Intuit Practice Management and QuickBooks Time, but the Synced Items export show a different email.

Troubleshooting steps

  1. Sign in to QuickBooks Time.
  2. From the left of the screen, select My Team.
  3. In the My Team window, select the user that's receiving the error.
  4. In the Email field, check to see if the email address is the same as the one used to sign in to Intuit Practice Management.
    • If it isn't the same, update it and resend invite.

When updating the email address, if the user's profile shows QuickBooks Payroll in the upper right of QuickBooks Time, you'll need to select Send new invite when editing the user.

  1. Sign in to QuickBooks Time.
  2. From the left of the screen, select My Team.
  3. In the My Team window, check if the user is listed.
  4. If they aren't listed, and QuickBooks Online is used, add the user there first and import them to QuickBooks Time.
    • To add the user to QuickBooks Online, follow the steps in this article. After the user is added, open QuickBooks Time and select QuickBooks and click Import in the upper right to import the newly added user.
  5. If QuickBooks Online isn't used, add the user to QuickBooks Time.
    • To add the user to QuickBooks Time, use follow the steps in this article.
  1. Sign in to QuickBooks Time.
  2. From the left of the screen, select My Team.
  3. In the My Team window, check the QuickBooks Role column for the user.
  4. If the user isn't listed as an Employee, update their role in QuickBooks Online:
    1. Sign in to QuickBooks Online.
    2. On the left of the screen, hover over Payroll and select Employees.
    3. If the user isn't listed, select Add an employee and enter the required information:
      • First, Last name
      • Email address
    4. Select Done.
    5. In QuickBooks Time, select QuickBooks Payroll and click Import in the upper right to import the newly added employee.
  1. Open Intuit Practice Management.
  2. Go to Settings, select Connected Apps, and click QuickBooks Time.
  3. Select the Export Synced items in the upper right of the screen.
  4. Open the downloaded QuickBooks Time Mapping spreadsheet.
  5. Select the Users tab in the bottom left of the screen.
  6. Check the Email Address column to see which users and email addresses are showing.
    • If the user is listed 2 times in the spreadsheet, archive the old user in QuickBooks Time:
      1. Sign in to QuickBooks Time.
      2. From the left of the screen, select My Team.
      3. In the My Team window, click the three dots to the right of the old user's name and select Archive.
      4. In Intuit Practice Management, go to Settings, select Connected Apps, and choose QuickBooks Time. Then, click Save & Sync in the bottom right of the screen to update the sync.
    • If the email address in the spreadsheet doesn't match, contact QuickBooks Online to update the user's profile.

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