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Sage Intacct Sync Error: Intacct - Incorrect ID or password or Unknown error on sync! Intacct user authentication failure

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Kaylen W.
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Error

Intacct - Incorrect ID or password.  

 May also say:

Unknown error on sync! (Sync Log message: bdc.kraken.common.exception.NetworkException: Intacct user authentication failure at bdc.kraken.intacct.network.acct.IntacctRequestHandler.sendIntacctRequestV2List)

Explanation

This error occurs when the login information entered on the Login Info page in Bill.com is incorrect. 

Solution

The solution for this error varies depending which portion of the login information is incorrect:

  • Password
    1. Try logging in to Sage Intacct with the username and password, to make sure what you've entered is correct. 
    2. If you're unable to log in, reset the password. 
    3. Once the new password has been created, re-enter your Sage Intacct login information in Bill.com.
  • Username
    • Confirm the username in Sage Intacct:
      1. Go to Company > Users
      2. Locate the sync user, and confirm the name
      3. Re-enter your Sage Intacct login information in Bill.com
  • Company ID
    • Confirm the Company ID in Sage Intacct:
      1. Go to Company > Company Info
      2. Find the ID in the Company Information section
      3. Re-enter the Company ID in Bill.com, and click Save
    • If the error persists, a single blank space at the end of the Company ID could be the issue. If this is the case, please contact Sage Intacct Support to have the space removed. 
  • Entity ID
    • Confirm the Entity ID in Sage Intacct:
      1. Go to Company > Entities
      2. Confirm the Entity ID for the Entity that will be syncing with Bill.com
      3. Re-enter the Entity ID in Bill.com, and click Save

To update your Bill.com credentials, please do the following in Bill.com

  1. Go to the Gear Icon and click Settings
  2. Under sync, click Setup
  3. Click Disconnect
  4. Go back and click reconnect and update the credentials