Troubleshooting Onboarding & Sync Issues

Overview

If FlexBooks is not putting your Mindbody sales into QuickBooks, chances are one of three things is true. Mindbody may not have granted FlexBooks access. The QuickBooks connection may have dropped. Or both connections are fine and your sync has not run yet.

Start with the three checks below. They take about two minutes and they tell you which one you are dealing with. Then go to that section only. You do not need to work through the whole article.

Start here: three checks

Check 1: Has Mindbody granted FlexBooks access?

Sign in to Mindbody and open API Integrations.
Look under Who has access to my API?
You are looking for DrumBeat. DrumBeat is FlexBooks.

If DrumBeat is there, this part is working, and please leave it there. Removing it stops your sync.

If DrumBeat is not there, go to Connecting Mindbody below. If you cannot see API Integrations at all, that is covered there too.

Check 2: Is QuickBooks still connected?

In QuickBooks Online, click Apps in the left navigation.
Open the My Apps tab.
You are looking for FlexBooks MindBody sync.

If it is not in the list, go to Reconnecting QuickBooks below.

Check 3: Both look right, but nothing is arriving

Go to Your first sync below.

If your sync was running for a while and then stopped, see Why Did My FlexBooks Account Stop Syncing?, which covers the causes specific to an account that was already working.

Connecting Mindbody

This is the step most people get stuck on, because Mindbody only lets one specific login grant API access.

First, find out whether you are in the "owner" account

Mindbody calls it the "owner" account, and it is the only login that can approve an integration. It is not the same as being an admin or a manager.

You already know the answer from Check 1. When you opened Mindbody, could you see the API Integrations screen?

If you could see it, you are in the "owner" account and you can finish this yourself.
If you could not see it, you are in a staff account, and somebody else at your business holds the "owner" login.

Which of these are you?

You are the studio owner and you have the "owner" login. You can do this yourself. Use the activation code steps below. If you do not have your activation code, contact us and we will send it.

You are a bookkeeper or an office manager. You cannot complete the Mindbody step, and that is normal. Contact us for the activation code, then send it to whoever holds the Mindbody "owner" login along with the steps below. They do not need a FlexBooks account or login of any kind. The FlexBooks account itself can stay in your name, with your email, if you are the one managing billing and settings.

You are a franchise or a multi-location operator. Your corporate office almost always holds the Mindbody "owner" login, so this is not something your location can complete on its own, and it is not something you have done wrong. Contact us for your activation code, then ask corporate to run the steps below. If you run more than one Mindbody site, see Multi-Location & Multi-Account Setup, because each site has its own "owner" and its own code.

How to enter the activation code

These are the steps for whoever holds the Mindbody "owner" login. They take about two minutes.

Sign in to Mindbody with the "owner" login.
Open API Integrations.
Find Have an activation code?
Enter the activation code and click Submit.

Confirm it worked

On the same API Integrations screen, under Who has access to my API?, you will now see DrumBeat. DrumBeat is FlexBooks, so please leave it there.

If the activation code will not work

Check the code was entered exactly as we sent it, with no extra spaces at either end.
Check you are signed in with the "owner" login and not a staff account. If you cannot see API Integrations, you are in a staff account.
If it still will not take, contact us with your studio name and we will issue a new code.
If your studio runs on Booker, let us know. Booker is a Mindbody product, but Booker data is not available through the Mindbody API that FlexBooks uses.

Reconnecting QuickBooks

If you found FlexBooks in the QuickBooks App Store, QuickBooks was connected for you when you signed up, so you can usually skip this section.

How to reconnect

Go to flexbooks.io/login and sign in.
Click your company name (bottom left), then Settings.
Under QuickBooks Connection, toggle the switch off, then on again.
Follow the QuickBooks prompts to re-authorize.

Your account should catch up by the next calendar day. If you cannot get into FlexBooks in the first place, see How do I login to my FlexBooks Account?

If QuickBooks says you are not an admin

QuickBooks will stop you with a message like "You're not a listed admin for this company. You need admin permissions to connect this app to your company." Connecting any app to QuickBooks Online takes a QuickBooks admin user. Ask a QuickBooks admin at your business to do the reconnection, or to give your user admin permissions first.

This is a different requirement from the Mindbody one. Mindbody needs its "owner" login. QuickBooks needs an admin user, which is often a different person, and does not have to be the business owner.

Your first sync

Once both connections are in place, here is what is normal:

Your first sync can take up to one full calendar day, depending on how much history you have.
Sales receipts, invoices and deposits appear in QuickBooks over time, not all at once.

How to confirm your sync worked

In QuickBooks, run a Profit and Loss report for the current month.
Confirm the income categories match how your sales are set up in Mindbody.
Check Undeposited Funds, or your clearing account, for recent credit card sales. See What is Undeposited Funds?

You will still need to clear your payment-processor deposits in your bank feed yourself, and how depends on your setup. If your Chart of Accounts has a Credit Card Processor account, record each payout as a transfer out of it. See Clearing Accounts 101. If it does not, match each deposit instead. See How Do I Match My Deposits?

For what to do once your sync is running, see the Getting Started Guide.

Still stuck

You need your activation code, or a new one.
You are not the Mindbody "owner" and would like us to email the "owner" directly.
Your activation code will not take, and you have checked you are in the "owner" account.
DrumBeat is listed and QuickBooks is connected, but nothing has arrived after 2 or more business days.
You are stuck and need to cancel a trial. See also How do I cancel my FlexBooks subscription?

Please include your studio name, the email on your FlexBooks account, and a screenshot of any error message.