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Resolving Sync Error 'Element contains invalid characters'

QuickBooks Online does not accept certain characters or formats in the customer name. Edit the customer record within Acctivate to resolve the issue.

A customer synchronization error may be received if the Customer record contains an invalid customer name:

Error    Customer    Error updating QB customer with ID 10 to match Acctivate 5441bbe2-c20c-4a21-8aec-4f86367a90de (XXX): BadRequest. Details: Element contains invalid characters. XXX

Steps to Resolve the Sync Error: 

  1. In Acctivate, go to Customers and search for the customer with the invalid name
  2. Edit the customer record and update the Customer Name field to a valid name format. This can be the customer’s actual name or another acceptable identifier
  3. Save Changes

If your sync error does not resolve after updating the invalid set of characters, please contact Acctivate support for further assistance.