Troubleshooting

Solutions to the most common errors and issues.

Not receiving emails from WiseCost
If WiseCost emails never arrive, not even in spam, a company filter is blocking them. Ask IT to allow usewisecost.com and mail.usewisecost.com.
"Location is required" when logging time
"Location is required" means your time entry form requires a Location. Choose one on the entry, or have an admin change the field in Time Tracking settings.
An employee cannot submit their timesheet
A timesheet cannot be submitted in WiseCost until it reaches the employee's expected hours, when the company requires them. Here is how to fix it.
I cannot approve a timesheetFor Admins and approvers
WiseCost blocks an approval for separation of duties, or because the timesheet belongs to another team. A backup approver or an admin can approve it.
QuickBooks Online changed and WiseCost did not
If a change made in QuickBooks Online does not show in WiseCost, open the matching Company Setup page and click Re-Sync to pull the latest data.
A class that only exists in WiseCost cannot be sent to QuickBooks Online
A local class created in WiseCost has no match in QuickBooks Online, so its time activities cannot be sent there. Use the synced class for new time.
My Projects do not appear in WiseCost
WiseCost lists only real QuickBooks Online Projects. Convert sub-customers to Projects in QuickBooks Online, then click Re-Sync in Company Setup.
I cannot log time on a date
WiseCost blocks a time entry when the date is in the future and future-dated entries are off, or when it falls outside the contract's period of performance.
Something not working? Talk to us
If something in WiseCost fails or does not make sense, use the in-app feedback button or email support@usewisecost.com. Tell us what you were doing.