Troubleshooting Onboarding & Sync Issues

Overview

Most onboarding issues fall into a few predictable buckets: the Mindbody connection needs the studio owner, the QuickBooks connection was interrupted, or your first sync hasn’t finished yet. This guide walks through each step so you can get unstuck without waiting on support.

Before you start: FlexBooks connects Mindbody to QuickBooks Online. You need admin access to both systems, and the Mindbody API step must be completed by the Mindbody account owner (not a bookkeeper or manager, unless they are also the owner).

Quick checklist

  1. Confirm you are logged into FlexBooks at flexbooks.io/login with the email you used to sign up.
  2. Confirm the Mindbody owner has completed the API authorization (look for DrumBeat under Mindbody API Integrations).
  3. Confirm QuickBooks shows FlexBooks MindBody sync under Apps > My Apps.
  4. Allow up to one full calendar day after setup for your first sync to complete.
  5. If you are stuck on the activation screen, see Activation code issues below.

Step 1: Mindbody owner permissions (most common blocker)

FlexBooks needs permission to read sales data from Mindbody. Mindbody only allows the account owner to grant this access.

Who should complete this step?

  • Studio owner — yes, you can complete setup yourself.
  • Bookkeeper or office manager — you can create the FlexBooks account, but you must ask the Mindbody owner to complete the Mindbody connection step.
  • Franchise or multi-location operator — each Mindbody site has its own owner. See Multi-Location & Multi-Account Setup.

How to verify the Mindbody connection

  1. In Mindbody, go to Manager Tools.
  2. Click Settings > MINDBODY Add-ons > API Integrations.
  3. Under Who has access to my API?, confirm you see DrumBeat.

If DrumBeat is listed, your Mindbody connection is active. Do not click Remove.

If DrumBeat is missing, the connection was never completed or was disconnected. Contact us at flexbooks.io/contact and we will send reconnection instructions.

Step 2: QuickBooks connection

How to verify the QuickBooks connection

  1. In QuickBooks Online, click Apps in the left navigation.
  2. Open the My Apps tab.
  3. Confirm FlexBooks MindBody sync appears in the list.

How to reconnect QuickBooks

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

Your account should catch up by the next calendar day. For login issues, see How do I login to my FlexBooks Account?

Step 3: First sync — what to expect

After both connections are active, FlexBooks syncs your Mindbody sales into QuickBooks. Here is what is normal:

  • First sync may take up to one full calendar day depending on how much historical data you have.
  • You will see sales receipts, invoices, and deposits appear in QuickBooks over time — not all at once.
  • FlexBooks does not import your bank feed. You still need to match payment-processor deposits yourself. See How to Correctly Match Bank Deposits in Your Bank Feed.

How to confirm your first sync worked

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

For next steps after your first sync, see the Getting Started Guide.

Activation code issues

Some accounts require an activation code during setup. If you see Invalid activation code:

  • Double-check the code was entered exactly as provided (no extra spaces).
  • Confirm the Mindbody Site ID matches the studio you are connecting. A transposed digit (e.g., 5729683 vs. 5729863) will cause activation to fail.
  • If the code has expired or still will not work, contact FlexBooks support with your studio name and Site ID. We can issue a new code.

Step 4: Sync stopped after setup

If FlexBooks was working and then stopped, see our dedicated article: Why Did My FlexBooks Account Stop Syncing?

The two most common causes are a disconnected Mindbody API (DrumBeat removed) or a disconnected QuickBooks app. Follow the verification steps above for each connection.

Bookkeeper setup scenario

If you are a bookkeeper setting up FlexBooks on behalf of a client:

  1. Create the FlexBooks account with your email if you will manage billing and settings.
  2. Ask the studio owner to log into Mindbody and complete the API authorization step.
  3. Connect QuickBooks using a QBO login that has access to the client’s company file.
  4. Do not attempt to cancel and recreate the account if you get stuck on the Mindbody step — contact support instead so we can preserve your Site ID and activation code.

When to contact support

Contact us at flexbooks.io/contact if:

  • DrumBeat is missing and you need reconnection instructions.
  • Your activation code will not work after verifying your Site ID.
  • Both connections look active but no data has appeared after 2+ business days.
  • You are stuck on the activation screen and need to cancel a trial. See also How do I cancel my FlexBooks subscription?

Include in your message: studio name, Mindbody Site ID, the email on your FlexBooks account, and a screenshot of any error message.

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