Frequently Asked Questions (FAQ's)


My quantity (or cost basis) for item X is wrong in the system. What happened?

Pull up the Transaction 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.

I sent an email for support and have not received a response. How long does it usually take?

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.

How do I set the default shipping address for purchase orders?


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, titled "Default Ship-To Location for POs". Then, go to the Locations List under the Company Menu (your company name), select Locations, and edit the location to specify the proper address for the one used in the Purchasing Settings.

How do I issue a packing slip for a partial shipment?

When you generate a shipment from a sales order, it will automatically be generated for the difference between the quantity ordered and the quantity already shipped. You can edit the quantities on the shipment transaction to show exactly what is being shipped at this time. Saving the shipment updates the sales order. You can then go to that shipment and use the PDF function to get the packing slip for that partial shipment.

I'm getting a message that says SOS Inventory automatically detected a problem. What happened?

This means that an unexpected situation occurred. There are a variety of causes, ranging from a temporary QuickBooks Online 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.

Do you support XYZ feature? If not, can you implement it?

Go to the Help Menu (? icon) and select the Feature Requests page and tell us about a new feature or vote for an existing one. Also, you can email us at if you have a question about a specific feature that is not listed anywhere else. We log every feature request that we get. The ones that are requested the most often are the ones that we prioritize. We are not a custom development shop. We do not build specific features for specific customers. We try our best to implement the features that will provide the most benefit to the most people.

Why do some of my vendors/customers/items have "(deleted)" in their name?

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.

Why do some of my vendors/customers/items have "(2)" or another number in their name?

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. You can correct the duplicates by seeing which one has the history you want to keep and then deleting the other version. If you keep the (2) version, just rename it to get rid of the (2).

What does it mean when a menu option is listed as "beta"?

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.

I want to add Categories to my items but only have "None" as an option for Categories.

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.

Why do Sales Tax and Shipping not show in my sales transactions?

For sales tax it is due to the sales tax center not being established in QuickBooks Online. For shipping, you need to enable this option in you QuickBooks Online Company Settings to have it appear on the transactions in SOS.

What type of barcode scanner works with SOS?

Any linear barcode scanner will work with SOS. You can use warehouse scanners like the Wasp as long as you keep it in linear mode. Either USB connectable or bluetooth formats will work as long as they can be attached as an input device. Our beta SOS Inventory iOS app uses the camera for barcode reading on iPhones, iPads, and iPad Minis. There is currently no Android app version of SOS available.

How do you enable shipping in SOS Inventory?

To enable shipping in SOS Inventory, you have to enable it in QuickBooks Online. To do that:


Log in to QuickBooks Online.

Click on Gear -> Account and Settings

Click on Sales on the left

Click on Sales Form Content.

Check the box next to 'Shipping'


Sync SOS Inventory to QuickBooks Online.

Once the above is done, you will have a shipping field in all sales forms (Estimates, Sales Orders, Invoices, and Sales Receipts) in SOS Inventory.

I have entered a discount in my SOS invoice but it won't sync to QuickBooks Online?

You need to enable discounts in QuickBooks Online to use them in SOS Inventory. To do that:


Log in to QuickBooks Online.

Click on Gear -> Account and Settings

Click on Sales on the left

Click on Sales Form Content.

Check the box next to 'Discounts'


Sync SOS Inventory to QuickBooks Online.

Once the above is done, you can use discounts in all sales forms (Estimates, Sales Orders, Invoices, and Sales Receipts) in SOS Inventory.


I'm entering sales in QuickBooks and my inventory in SOS is not changing after synchronization. Why not?


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.


Note: If you have items with either serial tracking or lot tracking on in SOS or if you are blocking negative inventory, then you should not enable the Auto-Ship Invoices or Auto-Ship Sales Receipts, but can still use the Auto-Sales Order Invoices. 

I enter shipping charges on an invoice, but they disappear when I sync with QuickBooks Online. How do I fix?


Be sure that the shipping feature is enabled in your QuickBooks Online company settings.

When I send an invoice to QuickBooks Online, why is the address sometimes formatted in a strange way?


There are certain rules that we must follow when exchanging data with QuickBooks Online. 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.

All my items downloaded from QuickBooks Online are showing as inventory items. Why?


The default item type for items downloaded from QuickBooks Online is "Inventory Item." You can edit this value individually for each item or do a Bulk Edit to be able to correct them all at once. As a reference the bulk edit sheet contains a column that shows the type of item on QuickBooks Online so you can correct the ones in SOS accordingly. 

The inventory quantities in SOS aren't syncing with the inventory quantities in QuickBooks Online, why not?


QuickBooks Online 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 QuickBooks Online. If you are using SOS, you don't need the inventory tracking in QuickBooks Online, because you are using SOS to track inventory. Most of our customers do not have inventory tracking even turned on in QuickBooks Online. In fact, if the inventory tracking in QuickBooks Online is sufficient for your needs, then you probably don't need SOS Inventory at all.


If you do have inventory tracking on in QuickBooks Online, please send an email to for more information or call 888-545-4146 to let us know.

I'm getting an error message whan trying to synchronize with QuickBooks. What do I do?


Sometimes the synchronization with QuickBooks Online 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 completes. 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


I was testing SOS with fake data, and now I want to enter my real data. How do I clear all the test data and start fresh?

The easiest way is to set up a new SOS account. Just make sure you disconnect your old SOS account from your QuickBooks Online account before attempting to connect the new SOS account. You can use your same email address for the new account.

How do I change my password?


From the User Menu (where it shows your name), select "User Profile."

I am getting an error that states "Do not have authorization to complete action". How do I fix this?


The error message tells you what to do. In short, you need to have your master administrator on the account disconnect and reconnect the account in SOS to authorize your connection again to your QuickBooks Online account.

I am getting an "Unknown error from QuickBooks Online". What does that mean?


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.

I am getting an error that states "Invalid Number" with a long ID after it such as "df1210ab-e227-492b-8b70-07ae74468b90". What does this mean?


This means that something on the transaction doesn't exist in QuickBooks Online. Usually this is an item that does not have the Sync option enabled. Editing the item and syncing it to QuickBooks Online, then resaving and syncing the transaction will fix this error. Other things to check for could be a non-existent vendor, customer, or sales term.

I changed my email address and can no longer sign on using the via Intuit option. Why?


To use the single sign on function, the email address must match in QuickBooks Online and SOS.

I am getting a "Stale Object" error. How do I fix it?


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 QuickBooks Online and sync to SOS. Edit the item on SOS to once again have the changes you intended for the object and sync back to QuickBooks Online.


Thousands of companies use SOS Inventory to manage their businesses

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