---
title: "Troubleshooting and common-questions"
slug: "sage-intacct-user-guide-troubleshooting-and-common-questions"
description: "Check Sage Intacct connection problems, missing records, vendor issues, lockouts, and sync errors in MakersHub. Find next steps and details to send to support."
tags: ["User Guide", "Sage Intacct", "Troubleshooting"]
updated: 2026-11-04T17:43:58Z
published: 2026-11-04T17:43:58Z
canonical: "support.makershub.ai/sage-intacct-user-guide-troubleshooting-and-common-questions"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.makershub.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting and common-questions

Use this page to find an answer about the Sage Intacct connection or choose the next check for a problem.

For a behavior question, start with **Common questions** below. For a missing record, failed test, or refused update, use the **Troubleshooting** checklist further down this page. Complete the relevant checks, then return to your original task.

## Common questions

| **Your question** | **Answer and next step** |
| --- | --- |
| Where do I find *Direct Entity*, and does every company need it? | Use [Direct Entity explained](/docs/sage-intacct-user-guide-connect#mh-understand-direct-entity) for the setting’s location and its availability after the first sync. A genuine single-entity company may retain its established default context without this optional selector; see [Single-entity and multi-entity configuration](/docs/sage-intacct-user-guide-best-practices#mh-single-entity-and-multi-entity-configuration). |
| Can I change single-entity or multi-entity settings after setup? | Contact MakersHub before changing the Intacct company’s structure, company-wide entity-access or transaction-entry restrictions, or MakersHub’s **Enable Multi-Entity Tracking** setting. Use [Single-entity and multi-entity configuration](/docs/sage-intacct-user-guide-best-practices#mh-single-entity-and-multi-entity-configuration); routine context changes, grant maintenance, vendor details, and bill coding remain separate tasks. |
| Does changing Direct Entity replace my bill or line Entity selections? | **Direct Entity** selects a location and its associated entity context, or Top level. Your bill and line **Entity** selections remain separate, and a line's Entity takes precedence over the bill's Entity. Use [Separate connection, ownership, access, and coding](/docs/sage-intacct-user-guide-working-with-entities#mh-separate-connection-ownership-access-and-coding) before processing the bill. |
| Why can I use a shared vendor but not edit it within an entity? | Permitted use and edit ownership are separate. A shared vendor shown as **Not owned** within an entity needs Top level for edits. Follow [Keep vendor details current](/docs/sage-intacct-user-guide-vendors-in-a-multi-entity-company#mh-keep-vendor-details-current), then restore and verify the operating context for bill work. |
| Does Update refresh the imported lists? | Saving connection changes and refreshing imported lists are separate steps. Save the connection choice, test it, then refresh and inspect the needed lists using [Choose the connection's Direct Entity](/docs/sage-intacct-user-guide-connect#mh-7-choose-the-connections-direct-entity). |
| Does Connection successful confirm every permission needed for my work? | **Connection successful** confirms the read-access check. **Test Connection** does not exercise every Add, Edit, Post, or Run permission. Keep the recommended application access and use [After changing permissions](/docs/sage-intacct-user-guide-connect#mh-after-changing-permissions) for a permission-related failure. |
| Does a listed vendor or coding option prove the connection can use it now? | Confirm access to the listed record in the intended context. Previously imported options can remain visible after a refresh even when the current connection cannot use them. Check the record's ownership, applicable restrictions, and the Web Services user's access using [If a record is missing or unusable](/docs/sage-intacct-user-guide-working-with-entities#mh-if-a-record-is-missing-or-unusable). |

## Troubleshooting

| **What you see** | **Where to check** |
| --- | --- |
| Expected suppliers, accounts, or coding records are missing after setup | Use [Import and inspect your Intacct records](/docs/sage-intacct-user-guide-connect#mh-6-import-and-inspect-your-sage-records). Read the affected row's refresh result before treating an empty list as a failed sync. If records remain absent, continue with [If a record is missing or unusable](/docs/sage-intacct-user-guide-working-with-entities#mh-if-a-record-is-missing-or-unusable). |
| Test Connection reports a permission problem | Use [After changing permissions](/docs/sage-intacct-user-guide-connect#mh-after-changing-permissions). Complete the save and re-test sequence, including verification of the restored working context. |
| The password is rejected, or the Web Services user is inactive or locked out | Use [Correct the Web Services user's access](/docs/sage-intacct-user-guide-troubleshooting-and-common-questions#mh-correct-the-web-services-users-access) below to resolve the reported problem before another attempt. Resetting a password does not unlock the account; return to the original task’s result checks after recovery. |
| A sender-authorization error appears | Use [Correct the Web Services user's access](/docs/sage-intacct-user-guide-troubleshooting-and-common-questions#mh-correct-the-web-services-users-access) below to check **MakersHubMPP** authorization. |
| A connection-hold message appears | Use [Understand a connection hold](/docs/sage-intacct-user-guide-troubleshooting-and-common-questions#mh-understand-a-connection-hold) below before another attempt. A hold ending does not establish access or an earlier transaction’s result. |
| Test Connection is unavailable | Use [If Test Connection is unavailable](/docs/sage-intacct-user-guide-troubleshooting-and-common-questions#mh-if-test-connection-is-unavailable) below. Preserve the intended context and complete verification with support. |
| Direct Entity is unavailable or the intended location is missing | Start with [Direct Entity explained](/docs/sage-intacct-user-guide-connect#mh-understand-direct-entity) and [Single-entity and multi-entity configuration](/docs/sage-intacct-user-guide-best-practices#mh-single-entity-and-multi-entity-configuration) to establish whether a location choice applies. The optional selector’s absence alone is not a sync failure. Use [Choose the connection's Direct Entity](/docs/sage-intacct-user-guide-connect#mh-7-choose-the-connections-direct-entity) to check the imported Locations list and saved company/context. Check which entity the intended location belongs to using [Locations and Direct Entity](/docs/sage-intacct-user-guide-working-with-entities#mh-locations-and-direct-entity). |
| A vendor is missing from the selector, an update is refused, or the link is uncertain | Use [Resolve missing vendors and refused updates](/docs/sage-intacct-user-guide-vendors-in-a-multi-entity-company#mh-resolve-missing-vendors-and-refused-updates). Check the applicable row before retrying; for an uncertain creation or indistinguishable names, follow its inspection/support route before creating another vendor. |
| A selected connection context is refused | Confirm the saved company, selected location, and its associated entity using [Choose the connection's Direct Entity](/docs/sage-intacct-user-guide-connect#mh-7-choose-the-connections-direct-entity). A context refusal does not by itself establish a wrong password; use the reported problem and its applicable recovery route. |
| A bill approved in MakersHub has a coding-related sync error | Use [Check coding, then approve and sync](/docs/sage-intacct-user-guide-bills-and-payments#mh-check-coding-then-approve-and-sync) to check required Location, Department, and G/L dimensions. If the field is locked, [Handle changes without duplicating a payment](/docs/sage-intacct-user-guide-bills-and-payments#mh-handle-changes-without-duplicating-a-payment) covers the applicable edit route. Keep the existing bill. |
| An Intacct bill appears missing at Top level | Use [Find the original bill in Intacct](/docs/sage-intacct-user-guide-bills-and-payments#mh-find-the-original-bill-in-sage) to check the applicable entity-record filter and original bill identity before another submission. |
| A bill or payment shows a sync error, or its result is unclear | Use [Sync errors](/docs/sage-intacct-user-guide-troubleshooting-and-common-questions#mh-sync-errors) below, then [Verify the accounting and payment results](/docs/sage-intacct-user-guide-bills-and-payments#mh-verify-the-accounting-and-payment-results) and [Handle changes without duplicating a payment](/docs/sage-intacct-user-guide-bills-and-payments#mh-handle-changes-without-duplicating-a-payment). Establish the existing bill/payment and banking results before repeating the action. |
| An existing Intacct AP credit is missing from the import choices | Use [Start with the right bill](/docs/sage-intacct-user-guide-bills-and-payments#mh-start-with-the-right-bill) and [Apply vendor credits before cash](/docs/sage-intacct-user-guide-bills-and-payments#mh-apply-vendor-credits-before-cash). For an AP/vendor credit recorded as a negative bill, use the Bills import route. |
| A card credit failed to sync, or you cannot establish whether it exists in Intacct | Use [Verify the result](/docs/sage-intacct-user-guide-credit-card-credits#mh-verify-the-result) and [Retry or change the credit](/docs/sage-intacct-user-guide-credit-card-credits#mh-retry-or-change-the-credit). For an uncertain first sync without an Intacct link, follow that article's support route before another submission. |
| A Construction field or expected coding choice is missing | Use [Make the fields visible](/docs/sage-intacct-user-guide-construction-and-real-estate#mh-make-the-fields-visible) and [Keep choices current](/docs/sage-intacct-user-guide-construction-and-real-estate#mh-keep-choices-current). For the subscription and supported coding, see [What this guidance covers](/docs/sage-intacct-user-guide-construction-and-real-estate#mh-what-this-guidance-covers). |

### Sign-in, lockouts, and connection holds

This section covers the separate Intacct **Web Services user** saved in MakersHub; use your own Intacct account to manage it in Intacct's interface. Correct the reported access issue, verify the intended context, then inspect the original record before resuming.

For an initial-setup error, return after recovery to [Set up and verify the connection](/docs/sage-intacct-user-guide-connect#mh-steps), then [Test the connection](/docs/sage-intacct-user-guide-connect#mh-5-test-the-connection) and [Import and inspect your Intacct records](/docs/sage-intacct-user-guide-connect#mh-6-import-and-inspect-your-sage-records). The editor steps below cover existing connections. Find the connection setting's meaning and location in [Direct Entity explained](/docs/sage-intacct-user-guide-connect#mh-understand-direct-entity).

**Before leaving your current work:** copy unsaved edits you need to retain. Closing a form or changing the selected company can discard them. If a vendor, bill, payment, or credit operation has an uncertain result, inspect that original record before repeating the operation.

**A connection hold does not stop MakersHub payments or cancel an operation already sent to Intacct.** If your goal is to stop a payment, use [Verify the accounting and payment results](/docs/sage-intacct-user-guide-bills-and-payments#mh-verify-the-accounting-and-payment-results) and its payment-management guidance.

#### Correct the Web Services user's access

For an existing connection:

1. Open **Integrations > View > Edit Web Service Authentication**. Compare **Company ID** and **User ID** with the intended Intacct company and Web Services user.
2. Select **Edit** if correction is needed, then use [Save corrected credentials and test](/docs/sage-intacct-user-guide-troubleshooting-and-common-questions#mh-save-corrected-credentials-and-test) below.

Keep recovery within the intended accounting company rather than changing Company ID to switch companies.

**In Intacct:** **Company > Admin > Users, roles, and groups > Web Services users**.

Follow [Edit a Web Services user](https://www.intacct.com/ia/docs/en_US/help_action/Administration/Users/web-services-only-users.htm#EditaWebServicesuser), then complete its confirmation in order:

1. Select **Save**.
2. Verify with your own Intacct password.

| **Problem** | **What to correct** |
| --- | --- |
| Password is wrong or unavailable | [Reset the Web Services user's password](https://www.intacct.com/ia/docs/en_US/help_action/Administration/Passwords/reset-password-admin.htm) if needed, using Intacct's **Web Services users** page. Save the resulting password in MakersHub using [Save corrected credentials and test](/docs/sage-intacct-user-guide-troubleshooting-and-common-questions#mh-save-corrected-credentials-and-test) below. |
| Web Services user is locked out | Use [Intacct's Web Services user Status guidance](https://www.intacct.com/ia/docs/en_US/help_action/Administration/Users/web-services-only-users.htm#Status) to restore **Active** status. **Resetting a password does not unlock this account.** |
| Web Services user is inactive or missing from its list | Use [Reactivate a Web Services user](https://www.intacct.com/ia/docs/en_US/help_action/Administration/Users/web-services-only-users.htm#ReactivateaWebServicesuser). It distinguishes enhanced **Filters** from classic **Include inactive** controls for finding the account. |
| Sender authorization is missing or inactive | Confirm **MakersHubMPP**, with that capitalization, is **Active** in your company's Web Services authorizations. Use [Prepare Web Services access](/docs/sage-intacct-user-guide-connect#mh-1-prepare-web-services-access) in Connect Sage Intacct and [Intacct's authorization guidance](https://www.intacct.com/ia/docs/en_US/help_action/Company/Company_setup/Company_Information/Security/company-web-services-authorizations.htm). |

A Web Services user cannot sign in to Intacct's interface. Manage it from your own Intacct account; use the Web Services credentials in MakersHub.

**Intacct reference: Web Services user passwords**

A Web Services user's password does not automatically expire. See [About Web Services users](https://www.intacct.com/ia/docs/en_US/help_action/Administration/Users/web-services-only-users.htm).

Intacct's failed-password retry limit is company-configured. Correct rejected credentials before another attempt to avoid a lockout; a connection hold does not prevent every lockout.

#### Understand a connection hold

A **connection hold** temporarily pauses further communication with Intacct after certain sign-in or authorization failures. It is separate from the Web Services user's locked-out status in Intacct and from deliberately disconnecting the integration.

| **Message** | **What to do** |
| --- | --- |
| **Connection on hold until the credentials are updated.** | Correct the reported company or Web Services user access problem first. **This hold is temporary and can expire without a credential update; expiration does not confirm that access works.** Save corrected credentials when needed, then follow the test checks below. |
| **Connection on hold. Try again shortly, or contact support if this continues.** | This message concerns the sender connection managed by MakersHub. Changing your Web Services user's password does not resolve it. Follow the message's support route if it continues. |

**Test Connection does not clear a hold.** Correct the reported problem before testing again, then verify any earlier vendor, bill, payment, or credit result separately after access is restored.

After unlocking/reactivating the Web Services user or restoring sender authorization, leave correct saved credentials unchanged and use **Test Connection** if available. Contact [MakersHub support](https://support.makershub.ai/docs/contact-us) if the hold persists.

#### Save corrected credentials and test

For an existing connection:

1. Open **Integrations**, select **View** for Sage Intacct, then open **Edit Web Service Authentication > Edit**.
2. Enter the corrected **Company ID**, **User ID**, or **User Password**. Keep the intended **Direct Entity** setting. If that context needs correction, first complete the test-availability check in [Choose the connection's Direct Entity](/docs/sage-intacct-user-guide-connect#mh-7-choose-the-connections-direct-entity) before changing it. **Update** appears when the displayed values differ from the loaded values.
3. Select **Update** to save the correction. Saving does not test the connection.
4. If **Test Connection** is available, select it after saving. It tests the saved values, not unsaved changes in the editor. Continue when it reports **Connection successful**; for another error, use the matching route in the [Troubleshooting checklist](/docs/sage-intacct-user-guide-troubleshooting-and-common-questions#mh-troubleshooting) above.

**If Update reports an error:** a save can still have occurred. Reopen the details and inspect the saved company, user, and context. If the password save or settings remain uncertain, contact support before further changes. Closing the editor or using Cancel where available does not undo a completed save.

If **Test Connection** is absent, follow the support-verification steps immediately below. An Update confirmation alone does not complete connection verification.

During initial setup, save the credentials using [Save the connection in MakersHub](/docs/sage-intacct-user-guide-connect#mh-4-save-the-connection-in-makershub), then complete [Test the connection](/docs/sage-intacct-user-guide-connect#mh-5-test-the-connection) and [Import and inspect your Intacct records](/docs/sage-intacct-user-guide-connect#mh-6-import-and-inspect-your-sage-records).

#### If Test Connection is unavailable

Preserve the intended connection context and contact [MakersHub support](https://support.makershub.ai/docs/contact-us) to complete verification. **Update** and **Refresh Data** alone do not complete that verification.

If you already changed context, include both current and intended settings in the support request. Verification must be complete before resuming; a temporary setting alone is insufficient.

For changed permissions, finish the configured role or Web Services user's Saves using [After changing permissions](/docs/sage-intacct-user-guide-connect#mh-after-changing-permissions). Retain the application access already configured. Support verification is still required while Test Connection is unavailable.

After verification, continue with the result checks below. Use [Choose the connection's Direct Entity](/docs/sage-intacct-user-guide-connect#mh-7-choose-the-connections-direct-entity) for any required context change once its verification path is available.

#### Verify and resume your original task

After access is restored, follow [Choose the connection's Direct Entity](/docs/sage-intacct-user-guide-connect#mh-7-choose-the-connections-direct-entity) in the intended context, including its support route if testing is unavailable. Refresh and inspect the lists needed for your work.

**Connection successful confirms the connection test, not the outcome of an earlier transaction.** Return to the same record and complete its own result checks before retrying:

| **Your original task** | **Return to** |
| --- | --- |
| Find, link, create, or update a vendor | Follow [Resolve missing vendors and refused updates](/docs/sage-intacct-user-guide-vendors-in-a-multi-entity-company#mh-resolve-missing-vendors-and-refused-updates). Inspect the existing record and link before another creation or update. |
| Import, approve, or pay a bill | Follow [Verify the accounting and payment results](/docs/sage-intacct-user-guide-bills-and-payments#mh-verify-the-accounting-and-payment-results). Check accounting and payment results separately. |
| Record a card credit | Follow [Verify the result](/docs/sage-intacct-user-guide-credit-card-credits#mh-verify-the-result) and [Retry or change the credit](/docs/sage-intacct-user-guide-credit-card-credits#mh-retry-or-change-the-credit). Inspect the same credit and its Intacct result before another sync. |
| Check Construction coding options | Follow [Keep choices current](/docs/sage-intacct-user-guide-construction-and-real-estate#mh-keep-choices-current), then return to the bill or credit you were coding. |

For a transaction sync error, review the **Sync errors** guidance below before another attempt.

For unresolved access or transaction results, use [When to contact MakersHub support](/docs/sage-intacct-user-guide-troubleshooting-and-common-questions#mh-when-to-contact-makershub-support) below. Keep the existing record and wait for its result to be established before repeating the transaction.

### Sync errors

Use **Sync Errors** alongside the message on the original bill, payment, vendor, or credit to review recorded sync failures. Messages and timestamps help identify the issue and what to share with support.

To review recorded errors with MakersHub Admin or **Accounting Access**:

1. In the **Financial** sidebar area, open **Archive > Bills**.
2. Select **Sync Errors**. On a narrow screen, open **View Settings** if the controls are collapsed.
3. Select an entry to view its available details.

If the control is unavailable, contact support.

Some interruptions appear only as a general message at the action, so the list can be empty even when a problem occurred. Check the original record to establish whether the change was saved and whether it succeeded.

Return to the [Troubleshooting checklist](/docs/sage-intacct-user-guide-troubleshooting-and-common-questions#mh-troubleshooting) above for the relevant procedure. A temporary refresh failure can be retried after a brief wait. Before repeating a transaction, inspect the same record and its Intacct result rather than creating a replacement. For persistent issues or uncertain results, use the support guidance below.

### When to contact MakersHub support

Contact [MakersHub support](https://support.makershub.ai/docs/contact-us) if the linked checks do not resolve the problem, or before proceeding with a configuration that differs substantially from the baseline in [Sage Intacct best practices](/docs/sage-intacct-user-guide-best-practices).

Include:

- The action you intended, the exact displayed message or unexpected result, and the approximate time.
- The affected list or record, including the Intacct record ID if known.
- The intended company and applicable default context or **Direct Entity** selection; see [Direct Entity explained](/docs/sage-intacct-user-guide-connect#mh-understand-direct-entity).
- The connection-test and refresh results relevant to that task.
- For payments, whether money was scheduled, sent, or only recorded as paid.
- An optional screenshot cropped to the relevant message or result; exclude credentials and unrelated records.

Keep the existing record and reference while the result is established, and share support details without passwords.

Return to [Overview](/docs/sage-intacct-user-guide-overview) to choose your next task.