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Overview

Smartbills synchronizes your data in real time across web, iOS, and Android using persistent connections (SignalR). Data created or modified on one platform should appear on all others within seconds. This guide helps you diagnose and resolve synchronization problems between devices, platforms, and third-party integrations.

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Mobile App Not Syncing

Symptoms: Expenses, reports, or changes made on the web do not appear on your mobile device.Solutions:
  1. Check your internet connection: ensure WiFi or cellular data is active and working
  2. Pull to refresh: on any list screen, pull down to force a sync
  3. Check the correct business: ensure you are viewing the correct business using the business selector at the top
  4. Sign out and sign back in: this forces a full data refresh
    • Go to Menu > Sign Out
    • Sign back in with your credentials
  5. Update the app: install the latest version from the App Store or Google Play
  6. Reinstall the app: as a last resort, delete and reinstall the app (your data is safe in the cloud)
Symptoms: Expenses created or edited while offline are not syncing after reconnecting to the internet.Solutions:
  1. Check the sync queue: go to Menu > Settings > Sync Status to see pending uploads
  2. Ensure WiFi or cellular data is enabled: the app cannot sync without an active internet connection
  3. Wait for sync to complete: large queues of offline changes may take several minutes to upload
  4. Do not delete the app: uninstalling the app before offline changes have synced will result in data loss
  5. Force sync: on the sync status screen, tap Sync Now to manually trigger the upload
Do not uninstall or clear app data while offline changes are pending. This will permanently delete unsynced data.
Symptoms: The mobile app displays outdated information even though changes were made recently.Solutions:
  1. Pull to refresh on the relevant screen
  2. Close and reopen the app to re-establish the real-time connection
  3. Check your timezone settings: incorrect timezone can make recent entries appear out of order
  4. Clear app cache (Android: device Settings > Apps > Smartbills > Storage > Clear Cache)
  5. Check available storage: low device storage can prevent the app from caching updated data

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Web and Mobile Data Mismatch

Symptoms: Data visible on one platform is missing on the other.Solutions:
  1. Allow time for sync: while sync is typically instant, brief delays can occur during high server load
  2. Force refresh on both platforms:
    • Web: Press Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac) for a hard refresh
    • Mobile: Pull to refresh on the list screen
  3. Verify the same business: ensure both platforms are showing the same business workspace
  4. Check expense status: drafts and processing expenses may appear differently across platforms
  5. Sign out and back in on the platform where data is missing
Symptoms: Changes made on one device no longer appear automatically on another. You must manually refresh to see updates.Solutions:Smartbills uses SignalR for real-time push updates. If real-time sync stops:
  1. Refresh the page (web) or close and reopen the app (mobile) to re-establish the connection
  2. Check your internet connection: real-time sync requires a stable connection
  3. Disable VPN or proxy: some VPN configurations and corporate proxies block WebSocket connections required for real-time updates
  4. Check firewall settings: corporate firewalls may block WebSocket traffic. Contact your IT administrator to allow connections to *.smartbills.io
  5. Try a different network: switch between WiFi and cellular to test

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Integration Sync Issues

Symptoms: Data is not syncing between Smartbills and your connected integration (QuickBooks, Xero, Slack, etc.).Solutions:
  1. Check connection status:
    • Go to Settings > Integrations
    • Verify the integration shows a Connected status
    • If it shows Disconnected or Error, reconnect the integration
  2. Reconnect the integration:
    • Click Disconnect on the integration
    • Click Connect to re-authorize
    • Follow the OAuth flow to re-establish the connection
  3. Review error logs:
    • Click on the integration to view the detail page
    • Check the Sync History or Error Log section
    • Look for specific error messages that indicate the issue
  4. Verify account mappings:
    • Ensure categories, accounts, and tax codes are properly mapped
    • Unmapped items will not sync
  5. Check the integration provider:
    • Verify your QuickBooks, Xero, or other service is operational
    • Check for outages at the provider’s status page
Symptoms: The same expense or report appears multiple times in your accounting software.Solutions:
  1. Check if the expense was manually entered in the accounting software in addition to being synced
  2. Review sync settings to ensure automatic sync is not duplicating manual exports
  3. Delete the duplicate entry in the accounting software (not in Smartbills)
  4. If duplicates continue, disconnect and reconnect the integration, then resync
Symptoms: Data appears in Smartbills but takes a long time to appear in the connected integration.Solutions:
  1. Check sync frequency: some integrations sync periodically (e.g., every 15 minutes) rather than in real time
  2. Trigger a manual sync: go to Settings > Integrations > select the integration > click Sync Now
  3. Check the sync queue: large batches of data may take longer to process
  4. Verify rate limits: accounting APIs have rate limits. If you are syncing a large volume of data, the process may be throttled

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General Troubleshooting

1

Check Smartbills system status

Visit status.smartbills.io to check if there are any ongoing service issues or maintenance windows affecting sync.
2

Verify internet connection

Test your connection by loading another website. If your connection is unstable, sync issues are expected. Switch between WiFi and cellular data to test.
3

Update to the latest version

Ensure you are using the latest version of the Smartbills web app or mobile app. Older versions may have known sync bugs that have been fixed.
4

Clear cache and data

  • Web: Clear browser cache and cookies for app.smartbills.io
  • Mobile (Android): Clear app cache in device Settings > Apps > Smartbills
  • Mobile (iOS): Delete and reinstall the app (ensure offline data is synced first)
5

Sign out and sign back in

Signing out and back in forces a full data refresh and re-establishes all sync connections.

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Still Having Issues?

If you have tried the solutions above and data sync problems persist, contact our support team:
  • Email: [email protected]
  • Live Chat: Available in the app (bottom right corner)
  • Include the following in your support request:
    • Which data is not syncing (expenses, reports, integration data)
    • Which platforms are affected (web, iOS, Android, integration name)
    • When the issue started
    • Whether you are on a corporate network with firewall or proxy
    • Screenshots of any error messages

Integrations

Set up and manage integrations

Upload Problems

Fix receipt upload issues

Login Problems

Troubleshoot sign-in issues