Payout syncs can fail when Anchor payments or refunds are manually linked to QuickBooks Online deposits. If someone on your team has manually linked a payment or refund to a deposit, an error may occur during syncing.
💡 Important: Do not delete the payment or refund from QuickBooks Online. Instead, only remove it from the deposit it was linked to.
When this happens, you may see a message in Anchor specifying the exact payment or refund that needs to be unlinked from the deposit. Anchor transactions follow a specific naming convention, starting with PMANC-/RMANC- followed by a number.
Steps to Unlink a Payment or Refund from a Deposit
This problem can be resolved by unlinking the payment or refund from the deposit, saving the changes, and then retrying the sync in Anchor. Once unlinked, Anchor will create a deposit in QuickBooks Online with the correct payment or refund.
Steps to Unlink a Payment or Refund from a Deposit
Click the Gear icon > Chart of Accounts.
Select View Register for the appropriate account.
Locate the deposit that includes the payment or refund mentioned in the Anchor error message.
Click the deposit in the register and then click Edit to open it.
Uncheck the payment or refund by clicking on its checkbox. This will remove it from the deposit.
Click Save.
Click Yes when prompted with: "The transaction you are editing is linked to others. Are you sure you want to modify?"
Once the payment or refund has been unlinked:
Return to Anchor and click Retry Sync.
Anchor will attempt to sync the payment or refund correctly and create the appropriate deposit in QuickBooks Online.
If you continue to experience issues, please contact Anchor support for further assistance. For more information, read this article.