Free Trial

Welcome to SOS Inventory Support

The links above provide quick access to the SOS Inventory user guide, frequently asked questions (FAQ), and our informative how-to guides. You can also click the link in the top bar to access a series of instructional videos.


To contact our support team, email support@sosinventory.com or call 888-545-4146. Email support is available 24/7. Phone support is available during business hours (9:00-6:00 Mon-Fri US Central time).

FAQs

General Questions

Pull up the Item History for the item in the inventory items list, and review the transactions. That will allow you to determine exactly where the quantity or cost became different than what you expected.
We respond to the majority of support emails within 1 hour; however, depending on the volume of emails at the time and the complexity of the issue, it can take up to 24 hours. If you have not received a response within 24 hours, please send your email again. It is possible that it was not delivered for some reason.
Go to the Settings Menu (gear icon in upper right) and select Purchasing Settings. Look for the option to select the default location for POs. Then, go to the Location List under the Company Menu (your company name), select Locations, and edit the location to specify the proper address.
Go to the shipments list and use the Actions menu (down arrow to the right of Edit) and select the PDF option. This generates the packing slip for that shipment.
This means that an unexpected situation occurred. There are a variety of causes, ranging from a temporary QBO outage to a bug in SOS Inventory. If the problem is on our side, we usually have it fixed within 24 hours. You can always contact us and we will let you know the status of the problem.
Go to our Feature Suggestion Page and tell us about a new feature or vote for an existing one. Also, you can email us at support@sosinventory.com if you have specific questions.
When you see a vendor, customer, employee, etc. with (deleted) in the name, that means that you deleted the object but that it was linked to something else. For example, let's say you delete a customer that has made purchases from you in the past. QuickBooks Online (and SOS Inventory) need to keep your invoices and sales receipts for that customer. So the customer isn't really deleted. It's just hidden most of the time. If you go to view an invoice with that deleted customer, it will show the customer's name with (deleted) after it, to remind you that you deleted that customer.
When you add a new vendor, customer, or item in SOS Inventory, it attempts to send the item to QuickBooks. If an item with that same name already exists in QuickBooks, it will add a (2) to differentiate the second version of the item from the original.
Beta features are new features that we have introduced recently. We introduce major new features first in the beta stage, so that people who really want the feature can try it out. Beta features have been tested internally and are believed to work correctly, but given that they are new it is possible that you will experience more issues with those than with the core SOS Inventory software. After a period of live field testing, we remove the beta label to signify that we believe the stability is on par with other features.
To add a category, click on the Blue Plus at the top of the page and choose "Item." Add the category name. The type should be "Category". Save. Then, you can edit your other items and place them in this category.
For sales tax it is due to the sales tax center not being established in QBO. For shipping, you need to enable this option in you QBO Company Settings to have it appear on the transactions in SOS.
Any barcode scanner that is Code 39 compatible. Either USB connectable or bluetooth. Currently SOS does not have the capability to use cellular phone barcode scanning apps.

QuickBooks Questions

By default, SOS Inventory does not remove inventory for new transactions in QuickBooks. To change this behavior, go to the Settings Menu (gear icon in upper right) and select Sales Settings. Under the General tab you'll see options called "Auto-Ship Invoices" and "Auto-Ship Sales Receipts." Turn those options on, as appropriate, and then try your transactions again.
Be sure that the shipping feature is enabled in your QBO company settings.
There are certain rules that we must follow when exchanging data with QBO. Sometimes those rules don't support all of the features that SOS can support. So we sometimes have to squeeze things down or otherwise make them fit into the format available to us, which might or might not be the optimal way to view the data.
The default item type for items downloaded from QBO is "Inventory Item." You can edit this value individually for each item.
QBO does not yet allow 3rd party tools to update inventory counts. With that said, think of SOS Inventory as a replacement for the inventory functionality in QBO. If you are using SOS, you don't need the inventory tracking in QBO, because you are using SOS to track inventory. Most of our customers do not have inventory tracking even turned on in QBO. In fact, if the inventory tracking in QBO is sufficient for your needs, then you probably don't need SOS Inventory at all.
Sometimes the synchronization with QBO will fail. This can be due to a data error, or it could be as simple as a temporary server outage. Whenever the sync fails, an X will appear instead of the checkmark when the sync completesn. Click on the Sync Menu (green icon at top) and then Sync Errors to see the error message associated with the sync failure. Usually it will tell you how to resolve the error. You can also use the Preview Sync option as described above to see exactly which transaction is causing the problem.

The SOS sync algorithm is very sophisticated. On a sync error, it waits a few minutes to give the user a chance to resolve the error. If the error persists, the system will attempt to correct the error automatically. Sometimes it takes longer than others, depending on system load and the nature of the error. If you are unable to resolve a sync error and the problem persists, please contact support@sosinventory.com.

Account Questions

The easiest way is to set up a new SOS account. Just make sure you disconnect your old SOS account from your QBO account before attempting to connect the new SOS account.
From the User Menu (where it shows your name), select "User Profile."
The error message tells you what to do. In short, you need to have your master administrator on the account disconnect and reconnect in SOS to authorize your connection again to your QBO account.
This error usually happens due to communication issues during the sync such a timeout condition if you are syncing a lot of data. If you have automatic sync on, SOS will resume when it is time to sync again, otherwise, do a manual sync to resume.
This means that something on the transaction doesn't exist in QBO. Usually this is an item that does not have the Sync option enabled. Editing the item and syncing it to QBO, then resaving and syncing the transaction will fix this error.
To use the single sign on function, the email address must match in QBO and SOS.
This means that an item was edited and saved on both systems between syncs. Note the information on the SOS side for the item. Resave the item on QBO and sync to SOS. Edit the item on SOS to once again have the changes you intended for the object and sync back to QBO.

How To Guides

Steps to Accomplish a Bulk Edit

  1. Click on the Company Menu (your company name)
  2. Click on Bulk Edit
  3. In Step 1, set the Edit option to what you are wanting to change on mass (Customers, Vendors, or Items)
  4. Set the File Format option to the one you prefer (.xls, .xlsx, or ,csv)
  5. Click on Download File. Be patient at this step. Depending on the amount of items you have in the list, it may take some time
  6. Make a backup of the file before editing
  7. In Step 2, you will edit the file making change as needed and save

    Rules for Editing:

    • Column A. Do not change for existing items. If adding items, leave blank
    • If you are not making changes to a row, remove the row from the spreadsheet
    • You may use formulas, filtering, and hide/unhide columns/rows, just ensure you remove all of these before saving

    If editing Customers or Vendors:

    • Make sure that the Vendor Name is unique
    • Make sure emails follow the format "a@b.com"
    • Make sure websites follow the format "http://a.b.com/"

    If editing Items:

    Note: You should change items during a non-transaction period to ensure that quantities and values don't get reset to the moment in time you captured the download

    • Name must be no more than 100 characters and be unique
    • If you change the quantity on hand, also change the value on hand
    • Ensure that all accounts are entered for items in the list
    • Review the sections on Bulk Edit/Import in the SOS Inventory Users Guide for information on each column
    • Break long files into multiple sheets to speed up the upload by loading smaller segments
  8. In Step 3, click on Browse to find the modified spreadsheet
  9. Click on Upload File to continue the load process
  10. If you have more than on sheet in the workbook, you will be prompted to select the sheet you are wanting to upload
  11. You will be shown the data you are uploading to allow you a chance to validate if needed
  12. Click on Continue and the upload will start. Be patient since there may be a lot of data to load. When complete you should see a successful message at the top edge.

Steps to Add a New User

  1. Click on the Company Menu
  2. Click on User Administration
  3. Click on Add User or green +
  4. Enter appropriate information (display name, email address, confirm email)
  5. If the user is to be a local administrator, enable Administrator checkbox
  6. If the user is not an administrator, enable/disable Privileges as needed for required access
  7. Click on Submit
  8. New user will be emailed an invitation to join the account with a link to the login page

Steps to Cancel Subscription

This can only be accomplished by the master administrator on the SOS account.

  1. Click on the Settings Menu (gear icon)
  2. Click on QuickBooks Settings
  3. Click link to Remove Connection to QB Online
  4. Click on Confirm Disconnect
  5. Click on the Company Menu
  6. Click on Account Info
  7. Click on link to Remove Payment Information
  8. If desired, provide reason for cancellation
  9. Click on Cancel Subscription

Steps to Change Your Account Level

Note: Can only be accomplished by your accounts master administrator.

  1. Click on the Company Menu
  2. Click on Account Info
  3. On the Plan entry, click on Change Plans
  4. Click on the button at the button of the pop up window to change to the plan desired

Steps to Change Your Company Logo

  1. Click on the Company Menu
  2. Click on Company Settings
  3. Click on Clear Logo
  4. Click on Update
  5. Click on Browse to select your new logo file (it is best to ensure it is sized as noted on this page to 128x64 pixels)
  6. Click on Update
  7. Repeat steps 5 and 6 to validate the change

Steps to Change Your Password or Reset Your Password

Change:

  1. Click on the User Menu
  2. Click on User Profile
  3. Enter your desired password in the Password field. Password rules can be seen by clicking on the "?" next to the entry field
  4. Enter your password again in the Confirm Password field
  5. Click Save in lower right corner

Reset:

  1. Go to the SOS Inventory Login Page (https://live.sosinventory.com/)
  2. Click on the link "I forgot my password"
  3. Enter your email address you use to login
  4. Click on Submit
  5. If you have set a security question, provide the answer you set in your profile; else go to step 11
  6. Click on Submit
  7. At the User Profile page, enter your new password and repeat in the confirm password field
  8. IF asked to choose a company, select the company desired and the option to automatically go to this company at login if desired
  9. Click on Submit
  10. Done
  11. If no security question, you'll see a question letting you know that you will receive an email with your login information
  12. Click on OK
  13. Click on Proceed to Login Page
  14. At the User Profile page, change your password If you desire by overwriting the current password and confirm password entry fields
  15. You will be required to select a security questions and provide the answer
  16. Click on Save
  17. Done

Steps to Create Price Tiers

  1. If you have the Plus or Pro plan, click on the Company Menu (your company name)
  2. Click on Price Tiers
  3. Click on the green + to add a new price tier or click on edit to change an existing tier
  4. Provide a name for your price tier
  5. If this tier is to give a customer an overall discount for all items they purchase from you, then enter the percent discount as a whole number (ex: 30 for 30%)
  6. If adding a different unit price for an item, then select the item you want the new price to apply to, enter 1 for the quantity in the price chart with the new unit price
  7. If changing a unit price for an item in this tier, select the item and click on Retrieve Prices, then make the appropriate changes
  8. If adding quantity pricing, then select the item and in the price chart, fill as many lines as needed to represent the quantity buys, such as 5 at $5.00 each. Do not enter anything to represent the default price, it is assumed if the customer buys less than the first number.
  9. If changing quantity pricing, the select the item and click on Retrieve Prices, then make the appropriate changes.
  10. Click on save after each individual change to add/change the price tier
  11. Go back to step 5 to repeat the process until it is completely added or edited
  12. Go back to step 3 if you need to add more price tiers and repeat the process until complete
  13. Now go to the customer list and edit each customer that you want to add a price tier to and save

Steps to Create Sales Reps

  1. If you have the Plus or Pro plan, click on the Company Menu (your company name)
  2. Click on Sales Reps
  3. Click on the green + to add a new sales rep
  4. Enter the sales reps first and last name
  5. Enter the commission rate (ex: 10 for 10%)
  6. If you are using individual email logins for your reps, select the reps email address from the User dropdown
  7. If you want to restrict the sales rep to only see sales transactions that he is assigned to, the check the Restrict Customers option
  8. Save the sales rep
  9. If desired, go to the customers list and edit each customer to add this sales rep so it automatically appears on the sales transactions

Steps to Establish Units of Measure

  1. If you have the Plus or Pro plan, click on the Settings Menu (gear icon)
  2. Click on Inventory Settings
  3. Scroll down and enable the Use Units of Measure option
  4. Click on Update
  5. Click on the Company Menu (your company name)
  6. Click on Units of Measure under Miscellaneous
  7. Click on the green plus sign to add a new unit abbreviation. Repeat as many times as needed to define all units
  8. Go to Inventory -> Items and use the Action Menu (down arrow next to Edit) to select Edit Units of Measure
  9. Select your base unit. This is the unit of measure you will store this item in
  10. Next, enter all conversions that will be needed for purchasing or sales transactions. A conversion is the unit you will buy in from a vendor. For example, you buy cases of a liquid from a vendor. Each case contains 12 cans. You would have a base UOM defined of CAN and a conversion unit of CASE with a ratio of 12 cans per case
  11. Click Save to store the UOMs for this item
  12. Repeat this process for any items needing a UOM conversion
  13. Now on purchase orders you can select the item and set the unit of measure you are purchasing in on the PO and when received SOS will convert the units automatically

Note: When using Units of Measure, you need to ensure that the option "Update Default Cost" is off in your purchasing settings. If on, it will update the item to have a cost of the larger UOM.

Steps to Modify a Form Template

  1. Click on the Company Menu
  2. Click on Form Templates
  3. Find the template in the list that you want to modify
  4. Click on the down arrow next to Edit for that template
  5. Click on Download and browse to a location to save the template (it will be in the form of a Microsoft Word .docx file)

    Note: If you intend to overwrite the default template you may use the same name. If this is to be a new version of the template, use a different name because there cannot be more than one instance of that form in your database.

  6. Go to the folder where you saved your file
  7. Open the template file in Microsoft Word
  8. Make any changes that you want (add your logo, add/delete merge fields, change the fonts, rearrange the tables, etc.)
  9. Save the modified file
  10. Go back to SOS
  11. Click on the Company Menu
  12. Click on Form Templates
  13. If this is to be a new file:
    1. Click on Add New
    2. Enter the name of your new template
    3. If desired, enter a description to explain when the template should be used
    4. Select the form type from the drop down list
    5. Click on Choose to browse for your form template file
    6. Click on Save in lower right corner
  14. If this is to replace the default template for that form type:
    1. Find the appropriate Default form template
    2. Click on Edit
    3. Click on Choose to browse for your form template file
    4. Click on Save in lower right corner

Steps to Reauthorize an Expired Connection to QuickBooks Online

This must be accomplished by the master administrator on the account. You have the sync error "Your connection to QuickBooks Online has expired. Go to the 'QuickBooks' menu in SOS Inventory. Remove your connection to QBO and then create a new one."

  1. Click on the Settings Menu (gear icon)
  2. Click on QuickBooks Settings
  3. Click on link to Remove Connection to QB Online
  4. Click on Confirm Disconnect button
  5. Log out of SOS
  6. Clear the browsers cookies (search the internet for steps on your particular browser if you don't know how)
  7. Log in to SOS
  8. Click on the Settings Menu
  9. Click on QuickBooks Settings
  10. Click on Connect to QuickBooks button
  11. If you are not currently logged into QuickBooks Online, you will be prompted to enter your QBO login credentials
  12. If you have multiple QuickBooks Online accounts, select the same QBO account that SOS was connected to before the connection expiration
  13. Click on Authorize button
  14. Make any changes if needed to your QuickBooks Settings such as the automatic sync

Steps to Set an Alert for Low Inventory

  1. Click on the Company Menu
  2. Click on Alerts
  3. Click on Add Alert or the green "+"
  4. Provide a name for your alert
  5. Change the Type of Alert to "Low Inventory"
  6. For the Monitor option, leave as "All" for all items being monitored or select a specific item you wish to monitor
  7. Check the Enabled box to receive the alerts
  8. Enter the email address you wish the notifications to be sent to when condition is met
  9. Set the Repeat Notifications to "Daily"
  10. Set the Interval to "Hourly" or whatever period you would like SOS to check for the condition
  11. Click on Submit
  12. If you want to test the alert you just created, at the Manage Alerts page click on the Test Now button for the alert you want to test

Steps to Set Mulitple Locations

  1. Click on the Company Menu
  2. Click on Locations on the right side under Miscellaneous
  3. Click on the green "+" to add a new location
  4. Provide a Name for your location
  5. Provide the company information to include the address, contact email and phone
  6. If this location is to be the default location, enable the Default checkbox
  7. Set the default tax rate for the location if not using the Sales Tax center in QBO
  8. If this location is to be bin tracked, enable the Bin Tracking option
  9. If this location is to be used to set stock aside so that it doesn't appear in the Available for Sale numbers, then enable the Non-Nettable option (for example: promotional items, items returned for repair, etc.)
  10. Click on Save

Note: Ensure you have edited the original Default Location to have an appropriate name, address, and options.

Steps to Set Up Bins

Note: Ensure that the location you want to bin track currently has NO stock levels for any item at that location. If you are converting a location to bins, you will need to get a capture of the current levels using the bulk edit spreadsheet. Then bring them all to zero both in quantity and value.

First, make a location bin tracked.

  1. Click on the Company Menu (your company name top middle edge)
  2. Click on Locations under Miscellaneous
  3. Click on the Edit icon for the location you want to have bin tracked
  4. Enable the Bin Tracking option and click on the Save button

Second, create your bins at that location.

  1. Click on the Company menu again
  2. Click on Bins under Miscellaneous
  3. Click on the green + to add your bins one at a time making sure the location option is pointing to your bin tracked location, then click on Save

Get a fresh bulk edit spreadsheet of your items to add bins

  1. Click on the Company Menu
  2. Click on Bulk Edit under Data Tools and complete step 1 to get your spreadsheet
  3. For each physical item in your inventory add the bin Id under the Bin column (column AR)
  4. Now add your inventory stock levels and stock value in columns AH and AI
  5. When you upload the spreadsheet, it will place your item counts into the bins listed for each item

Steps to Set Your User Time Zone

  1. Click on the User Menu
  2. Click on User Settings
  3. In the Time Zone drop down select your current time
  4. Click Save in lower right corner

Steps to Start Another Trial

  1. Go to the SOS Inventory Login page (https://live.sosinventory.com/)
  2. Click on the link "I need an account"
  3. Enter the email you want to use to login to SOS
  4. Enter your display name
  5. If you are a QuickBooks ProAdvisor and belong to the Affiliates Program, enter your Promo Code
  6. Select your desired plan level by clicking on the appropriate Start Trial button
  7. If you used an email address already registered, SOS will detect that you have an account by that login
  8. Click on "Create a New Trial Account"
  9. You will be sent back to the Try/Buy page, but it now has a Password entry
  10. Enter your existing password that matches that email address
  11. Click on the same Start Trial button again
  12. You'll get a message letting you know the account is being created, and once complete, you'll be at your new accounts dashboard

Steps to Submit a Feature Request

  1. Click on the Help Menu
  2. Click on User Feature Requests
  3. In "Enter your idea", provide a phrase that states your idea suggestion
  4. In "Describe your idea", provide details to explain what this feature is and how it is supposed to function for user interaction
  5. Enter your email address to allow SOS to update you as to the status of your suggestion
  6. Click on Post Idea

Steps to Troubleshoot Sync Errors

  1. Click on the Sync Menu (green checkmark)
  2. Click on Sync Errors
  3. Note the most recent error as stated in the QuickBooks Message column at the top of the list
  4. In the paragraph above the list, click the link for Preview Sync
  5. Float your mouse over the link in the Transaction To Be Sent column for details such as the reference number for the first entry in the list
  6. Edit that item or transaction to correct the error and save
  7. Click on the Sync Menu
  8. Click on Sync Now to see if that corrects the error

If you know there is an error with an item or transaction not syncing, you can also go to the appropriate list page and use the column chooser (gear icon next to Quick Search) and enable the Sync column.

Steps to Use the Vendor Item Catalog

  1. Add your primary vendor to the items definition with the vendor part number if required and save the definition
  2. Click on the Company Menu (your company name top middle edge)
  3. Click on Vendor-Item Catalog under Miscellaneous
  4. Click on Add Entry in the upper right corner of the page
  5. Select the item you wish to add additional vendors to
  6. Select the next vendor for this item and enter the purchase cost and part number that this vendor requires for this item
  7. Click on Save to add
  8. Repeat steps 4-7 as many times as needed for this item
  9. Repeat entire process for additional items using multiple vendors

Now you can create a purchase order, select a vendor and an item, and SOS will check the vendor item catalog for the appropriate information if it is not the default vendor in the item's definition.