API Sync Troubleshooting

1. "Connection Test Failed"

Likely causes:

  • Extra spaces when copying the API key → regenerate and re-paste carefully
  • Insufficient permissions on the key → verify required write permissions are granted
  • Wrong company ID → check on AIAccount settings home page
  • The other system can't reach AIAccount (firewall) → contact us for whitelist IPs

2. "Sync Succeeded but No Records in AIAccount"

  • Records pushed to the wrong company (if you have multiple)
  • Accounting period locked — new entries in locked periods are rejected
  • Check Settings → Integrations → Logs for the latest failure

3. "Account Mapping Wrong — Posted to the Wrong Ledger"

Update the mapping in the source system's integration settings. Already-pushed records don't auto-adjust — reclassify manually in AIAccount.

4. "Duplicate Entries"

Every API push uses an idempotency key — duplicates are rejected. If duplicates appear:

  • The source system changed an order ID but not the idempotency key
  • Both API sync and Excel import are enabled — disable one

5. "Amounts Off by 1 Sen"

Usually a rounding difference. AIAccount default: round per line, then sum. The other system may sum then round. Match the rounding mode in integration settings.

6. "e-Invoice Submission Failed"

  • Customer TIN format invalid → verify against LHDN rules
  • Item classification code missing → set a default in AIAccount
  • Amount over RM 10,000 but buyer info incomplete → complete buyer details

7. "Inventory Count Wrong"

NetShop refund processed but stock not restored?

  • Check NetShop refund status — only "Refunded + Items Returned" restores stock
  • Verify SKUs match exactly on both sides (case, spaces, special chars)

8. "Sync Delayed More Than 10 Minutes"

Normal latency is sub-10s. If > 10 min:

  • Source system retry queue backed up — contact their support
  • AIAccount account over quota (e.g., free trial > 100 transactions/month)

9. "I Want to Pause Sync"

AIAccount → Settings → Integrations → API Keys → toggle the key to "Paused". Pushes during pause are rejected but cached; they resume on un-pause.

10. "I Need to Rotate the API Key"

  1. Create a new key
  2. Update the source system with the new key
  3. After testing, set the old key to "Disabled" (don't delete for 7 days — for audit)

Still Stuck?

WhatsApp us: +60 11 1880 3744 — attach the integration log screenshot, our team replies within 24 hours.