PSA Sync Issues

Autotask, ConnectWise, and HaloPSA synchronization errors and resolution steps.

Written By Victor Raessen

Last updated 3 days ago

Troubleshooting data synchronization problems between Salesbuildr and your PSA (Autotask, ConnectWise Manage, HaloPSA).

Checking sync status

The primary place to monitor and resolve sync issues is Admin > Tools > Issues. Each failed sync creates an issue with:

Successful syncs automatically clear their corresponding issues.

The most common Autotask error. Appears when a product category in Salesbuildr is not mapped to a valid Autotask billing code.

Symptom: "BillingCode does not exist or is invalid"
Cause: The category's billing code mapping is missing or points to a deleted/inactive billing code in Autotask
Fix: Go to Admin > Integrations > Autotask > Category Billing Codes and verify each category has a valid billing code assigned

Error	Cause	Fix
"Opportunity was not found in Autotask"	The linked opportunity was deleted or deactivated in Autotask	Verify the opportunity exists and is active in Autotask, then retry
"Company has no external identifier"	The company hasn't been synced to Autotask yet	Sync the company first (it should happen automatically on next action)
"Contact has no external identifier"	The contact hasn't been synced to Autotask yet	Sync the contact first, or check that the contact is linked to the right company
"companyID is not associated with contactID"	The contact and company are linked in Salesbuildr but not in Autotask	Verify the association in Autotask, then retry

"Autotask authentication error: please verify your credentials" — The Autotask API credentials have expired or been changed. Re-enter them at Admin > Integrations > Autotask.
Connection reset errors — Temporary network issues. Salesbuildr automatically retries up to 2 times. If persistent, check Autotask service status.

"ConnectWise API rate limit exceeded" — Salesbuildr hit the ConnectWise API rate limit. The system retries automatically with exponential backoff (5s, 10s, 20s, up to 60s). If the error persists after 4 retries, wait a few minutes and retry manually.

"Already synchronizing" — The entity is currently being synced. Wait a few minutes and check the status again.
Some line items not synchronized — The quote synced but individual items failed. This is a warning, not a critical error. Check which items failed and verify their product mappings.
"Payment term/type is deleted" — A referenced payment term or type was deleted in the PSA. Select a different payment term in the quote settings.