Troubleshooting Common Accounting Integration Issues

• Please enter valid expense account

• Account does not exist

The expense account mapped to the transaction may have been deleted, renamed, or deactivated in your accounting platform after the mapping was created in Alaan.

• Confirm that the mapped expense account is still active and has not been deleted or deactivated.
• If deleted or deactivated, restore the account or remap it to an active account.
• Retry the export.

• “tax_rates not found”
• “Selected tax does not exist. Please choose a valid tax.”

The tax code mapped in Alaan may have been deleted in your accounting platform.

• Check whether the selected tax code or tax rate still exists and is active.
• If deleted or deactivated, recreate it in your accounting platform.
• Retry the export.

• “Company not found”
• “Organisation not found”
• Company config must be set up

The account connected to Alaan may have been deactivated or deleted after the integration was connected.

• Check that the connected company is still active in your accounting platform.
• If deleted or deactivated, reactivate or reconnect it as needed.

• Retry the export.

• “Permission denied”
• “Insufficient privileges”
• “Access denied”
• “Unauthorised”
• “The Vendor is not accessible…”

The user role in your accounting platform may have changed after the integration was set up, or

the user may not have the permissions required to complete the export.

• Confirm that the user account used to connect the integration has admin access, Purchase Order access if exporting as a bill, and bill-posting rights.
• If the permissions are insufficient, ask your administrator to update the user role.

• Retry the export.

• “Linked bill … cannot be in status”

Your accounting platform may have a mandatory bill approval workflow that was not completed before the export.

• Check whether the bill approval workflow has been fully completed.
• Complete any required approval.
• Retry the export.

• “Bank account not found”
• “Invalid bank account”
• “id for BANK_ACCOUNTS is not defined”

The bank account mapped in Alaan may have been deleted during changes to your accounting platform.

• Confirm that the mapped bank account is still active and has not been deleted or deactivated.
• If deleted or inactive, restore the bank account or remap it to an active account in Alaan.

• Retry the export.

• “Integration disconnected”
• “Re-authentication required”
• “The merchant needs to re-authenticate this connection…”

The accounting platform password or OAuth token may have changed, or the integration may have been manually disconnected.

• Go to Accounting settings in Alaan and confirm that the integration shows as connected.
• Check for expired tokens or revoked access.
• If disconnected, reconnect the integration.

• Request failed with status code 429
• Export stuck on “In Progress”

Multiple exports may have been triggered in quick succession, or there may be high transaction volume.

• Wait 10–15 minutes before trying again.

• Avoid repeatedly triggering the export while waiting.

• Retry the export.

• Export remains “In Progress” indefinitely
• No success or failure notification after a long wait

The export may have been interrupted or the accounting platform connection may have dropped during the export.

• Refresh the page and wait up to 10 minutes.
• Check whether the accounting platform connection is still active.
• If the export remains stuck for more than 30 minutes, contact Alaan Support.

• Export shows “Success”, but the receipt is missing in your accounting platform

The receipt may have been added to the expense after the export was already triggered.

• Confirm that the receipt was attached to the expense in Alaan before the export was triggered.
• If it was not attached before the export, attach it and re-export.
• If it was already attached before the export but is still missing, contact Alaan Support.

• Tags are not exporting
• Tags appear blank in your accounting platform

The tag or dimension may have been created manually in Alaan instead of being imported from your accounting platform. Tags created manually in Alaan are not supported in the export flow.

• If the tag was created manually in Alaan, create the dimension in your accounting platform first and then sync it to Alaan.
• If it was synced from your accounting platform, continue with the sync checks below.

• Tag group items are not syncing in Alaan

The user account connected to Alaan may not have admin-level permissions.

• Check the integration user's role in your accounting platform.
• If permissions are insufficient, update the role and reconnect the integration.

• Tag group is coming through as blank

A full sync may not have completed after a change was made in your accounting platform.

• Trigger a manual sync from the Alaan integration settings.
• Wait 10–15 minutes before checking again.
• A full sync is required after changes made in your accounting platform.

• Tags from Dynamics, NetSuite or Zoho are delayed

Tags coming through these integrations may be delayed due to the sync cycle.

• Allow time for the tags to sync.
• If the tags are still missing one hour after the sync was triggered, contact Alaan Support.

• Tag group was imported, but all items inside it are blank

The document does not provide a customer-resolvable cause for this scenario.

Contact Alaan Support and provide the tag group name, accounting platform, and a screenshot.

• A bank account is not visible in the expense account dropdown

Bank accounts do not appear in the expense account field. Only expense-type accounts are shown.

• Confirm whether the account you are looking for is an expense account or a bank account.

• If it is a bank account, use the bank account mapping section.

• No GL accounts are visible after the integration was connected

A full accounting platform sync may not have been completed since the integration was set up.

• Trigger an instant sync from the integration settings.

• Wait 15 minutes.

• Accounts will not be visible until at least one successful sync has completed.

• You want to import only selected GL accounts

Selective GL account import is not currently supported.

The full Chart of Accounts is imported at this time.