Common Questions
How do I download and set up the accounting connector?
The connector can be downloaded from within ServiceBox. Click the menu in the top-right corner (under your username) and select Accounting. The download link appears under the first step of the instructions, and a separate link provides full setup instructions.
Is there a recommended way to use the connector?
The connector enables two-way synchronization between your accounting file and ServiceBox, including customers—and job sites, if using QuickBooks.
However, we recommend maintaining customer data in ServiceBox and syncing updates to your accounting file. This prevents potential conflicts or overwrites if changes are made in both systems.
To avoid importing updates from accounting to ServiceBox, go to the Export Settings tab in the connector settings dialog and uncheck Add/Update customers from accounting to ServiceBox.
For new ServiceBox users:
You can temporarily enable this setting to upload customer data into ServiceBox, then disable it once your customer list is established.
We also recommend enabling Preview customer actions before importing into accounting for added control. This setting shows a preview screen before any customers or job sites are added to your accounting system, allowing you to approve each action.
I’m getting a conflict screen when I sync. What should I do?
This screen appears when the connector finds something it doesn’t know how to handle—for example, if a customer being imported from ServiceBox already exists in accounting.
You can resolve this by:
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Selecting the conflict from the list
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Clicking Resolve Automatically
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Clicking OK
If the conflict cannot be resolved automatically (e.g., two customers in ServiceBox have the same name), you'll need to manually edit the names in ServiceBox to make them unique.
Tip: You can append the company name to a customer’s name to make it unique—this behavior can be configured in the connector settings.
If you're unsure how to resolve a conflict, contact Jobbox support via the Feedback button in ServiceBox or email support@jobboxsoft.com.
I accidentally linked the wrong customer. Can I remove the link?
Yes. Open the customer (or job site) in ServiceBox, scroll to the bottom, uncheck the box indicating a link to the accounting software, and click OK. You can then relink it to a different customer or re-import it as a new one.
Can I re-import an invoice?
QuickBooks users:
Yes. If you delete the invoice in QuickBooks, the connector will prompt you to re-import it on the next sync.
Sage users:
No. You'll need to void the invoice in Sage and create a new one in ServiceBox. On the next sync, the connector will ask whether to void the invoice in ServiceBox as well.
QuickBooks Questions
Why does QuickBooks need to be open for the connector to run?
Opening QuickBooks before running the connector significantly improves sync speed.
I click sync and it freezes at “Testing Connections.” What’s wrong?
This likely means the connector hasn’t yet been granted permission to access QuickBooks. Go to QuickBooks and look for a prompt like this:
Click Yes, and the sync should proceed.
To avoid needing QuickBooks open every time:
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Choose the option that allows access even when QuickBooks isn’t open.
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In QuickBooks, go to Preferences > General and check Keep QuickBooks running for quick startups.
The setting appears in QuickBooks under the general tab in preferences as illustrated below.
I get this error: “A different company file is open.” How do I fix it?
This means QuickBooks has opened a different file than the one the connector is trying to access. Close QuickBooks and reopen the correct file, then try syncing again.
Sage 50 Accounting Questions
The connector is asking for a user name and password in the setup screen. What do I enter here?
If you are using a single user license for Sage, there is only one user, by default called sysadmin and by default this user has no password. Just enter the user id sysadmin and leave the password blank unless you have changed the default user.
I am getting the following message, what do I do?
This message means the user that you have entered into the setup is not allowed to access Sage 50 through the connector. To fix this, go into Sage and click the menu item Setup->Set Up Users. Modify the user that you are using to connect to Sage and under 'Rights with Third-Party Products' select 'Read/Write'. For example:
At this time you may want to add a password for the user as you are granting it to access your Sage file through other applications which makes your file less secure. If you do so, don't forget to update your setup!
I'm getting a message saying 'Someone is already using the program under this name. Please use a different user name or try again later'. How do I fix this?
Sage doesn’t allow the same user to access the file twice. You have two options:
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Create a separate Sage user for the connector (recommended if you have a multi-user license)
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Ensure the connector’s user isn’t already logged in elsewhere (required for single-user licenses)
Need Help?
If you have questions about the accounting connector or run into issues during setup or syncing, reach out to our support team at support@jobboxsoft.com. We're happy to assist you.