This article covers five specific reasons a journal entry doesn't reach QuickBooks: a deal that isn't Locked, the Accounting Start Date cutoff on Setup > QuickBooks Setup, the Don't Generate Commission Transaction checkbox in Chart of Accounts, the Ignored By User status left behind by Delete Transactions, and the support-gated Resubmit Transactions tool. It also explains why a trade-in payoff posts as its own second journal entry.
Scope: this article is only about DeskManager Online posting to QuickBooks — journal entries, commission entries, and the failed-transactions queue. It is not about connecting QuickBooks for the first time or defining accounts (see Accounting Setup and Chart of Accounts), and it is not about how a commission amount is calculated (see Commissions).
Questions this answers
- "The deal posted to QuickBooks but my salesperson's commission journal entry never did."
- "We just connected QuickBooks and deals from before our Accounting Start Date aren't syncing."
- "Why does a deal with a trade-in payoff create two separate journal entries in QuickBooks instead of one?"
- "I typed a Write-Down on a vehicle's expenses as a negative number — does that reverse the debit and credit in the journal entry?"
- "I used Delete Transactions on a stuck QuickBooks transaction and it now shows Ignored By User. Was that amount ever recorded in QuickBooks?"
- "Two weeks of transactions failed to send to QuickBooks — can I resend a whole date range with Resubmit Transactions?"
Check this first: is the deal actually Locked?
DeskManager only builds a journal entry for a deal once it is actually Locked/finalized. A pending deal, or a deal that was sold while still in edit mode, never generates a journal entry at all — there's nothing to send to QuickBooks, so nothing will ever appear in QuickBooks history or in the failed-transactions queue for it either. If a deal seems to be missing from QuickBooks entirely (not just delayed or failed), confirm the deal's lock/finalize status before assuming anything is wrong with the QuickBooks connection itself.
Deals before your QuickBooks Effective Date never sync
When you first connect QuickBooks, you're asked to choose an Accounting Start Date (under Setup > QuickBooks Setup). Everything dated before that date is permanently excluded from syncing — it is not a delay and it is not a failed transaction, it simply is never sent. Setup lets you choose whether that cutoff is based on the record's Created Date or its Transaction Date; picking the wrong mode changes which older deals get swept in or left out. Once set, the Setup > QuickBooks page shows it back to you as Effective Created Date or Effective Transaction Date.
This is why deals from before you turned QuickBooks on don't show up — it's working as designed. If you need older deals included after the fact, you cannot change this yourself: resetting the effective date is restricted to DeskManager support/internal admin staff, since moving it can pull in a large batch of historical transactions at once. Contact support with the date range you want included.
Why a trade payoff posts as two separate journal entries
QuickBooks does not allow Accounts Receivable and Accounts Payable to exist in the same transaction. Because a trade-in payoff owed to the previous lender is an Accounts Payable item, DeskManager can't fold it into the main deal journal entry (which carries the Accounts Receivable side). Instead, the trade payoff is always generated as its own separate, linked journal entry. Seeing two entries for one deal with a trade payoff is expected — it isn't a duplicate or a sync error.
Why a commission can be silently skipped
Commission postings are their own journal entry, separate from the deal's journal entry. In Chart of Accounts (Setup > QuickBooks > Chart of Accounts), the Commission account has a Don't Generate Commission Transaction checkbox. If that box is checked, the entire commission journal entry — both the commission expense and its offsetting entry — is skipped when the deal posts. There is no error message and no record in the failed-transactions queue; it's simply never created.
If a salesperson's commission is consistently missing from QuickBooks while the rest of the deal posts fine, check this box first.
How Write-Down and Write-Off amounts post
Dealers conventionally type Write-Down and Write-Off vehicle expenses as negative numbers. DeskManager accounts for that: for these two expense categories specifically, the system automatically flips the amount's sign before building the journal entry, so the resulting debit and credit sides post correctly either way. Whether you type the amount as positive or negative, the accounting entry comes out the same.
What "Ignored By User" actually does to a stuck transaction
On the failed-transactions screen, the action available for a stuck transaction is Delete Transactions — there is no button literally labeled "Ignore." Using it sets the transaction's status to Ignored By User (shown as a status tooltip in the transactions list).
This does not send the transaction to QuickBooks. It only stops the item from showing up as a failure in your queue. The money is never recorded in QuickBooks by this action — if the transaction represented a real posting (a payment, a journal entry, etc.), that amount stays out of your QuickBooks books permanently unless someone notices it's missing and re-enters or resends it another way. Use "Delete Transactions" only when you're certain the transaction genuinely shouldn't post — not as a way to make an error message go away.
Resending failed transactions by date range
DeskManager has a Resubmit Transactions tool that resends failed QuickBooks transactions for a date range you specify. It is not turned on for every dealer by default — access is controlled by a support-granted allowlist entry for your client account, and that access can expire. If you don't see Resubmit Transactions as an option, it isn't a permissions setting you can turn on yourself; you don't have access to it. Anyone who does see it can enter a date range and resend everything that failed to send in that window.
When to contact support
Contact support if:
- You need deals from before your QuickBooks Effective Date included in your books.
- You don't have the Resubmit Transactions option and need to bulk-resend failed transactions for a date range.
- You've found a transaction marked Ignored By User that should have posted, and you need help getting the money correctly recorded in QuickBooks.
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