We would typically see this occur if the account configuration hadn't been completed or if you have removed an account previously included in your Link My books setup from your chart of accounts in your bookkeeping platform directly.
Detecting The Missing Information
To confirm the account mappings, head over to the Account & Tax Mappings page from your Link My Books dashboard. Any missing information will be shown as below;
This can happen for various reasons including; not being set up fully at registration, or the account being removed from your Chart of Accounts.
If this is a new issue and you've previously been able to send settlements, you can refer to an earlier settlement to check where these have been posting to previously.
Locating Historic Account Mapping Information
From your dashboard, click the 'Action' menu and select 'View'
This will then give you a full breakdown of where each category has been posted;
Once the account has been re-added to the Account & Tax Mappings page, the settlement will refresh and it will then appear as 'Ready'.
IMPORTANT - Don't change any tax rates on the Account & Taxes Mapping page, if you need to change tax rates use the Accounts & Taxes Wizard instead.
Another potential reason for not being able to send a settlement, is if a bank account hasn't been selected for a specific marketplace.
Head to Accounts & Taxes > QuickBooks Bank Accounts and check for any missing data;
⚠️ Settlement spanning multiple months still won't send after checking mappings?
Occasionally, an Amazon settlement that spans multiple billing periods (for example, an EU marketplace settlement covering the end of one month and the beginning of the next) can get stuck even when all account mappings are correctly set up. This is usually caused by a VAT rate configuration issue for that specific settlement period.
This requires our support team to rerun the VAT reports for that settlement on the back end — it is not something that can be fixed from within the app.
If you have verified your mappings are complete and the settlement still won't post, please contact support and let us know:
The settlement date range
The marketplace affected (especially for EU marketplaces like Amazon.de, Amazon.fr, Amazon.ie)
Settlement Stuck "Sending" or Failing to Post? Check Your Accounting Connection
If a settlement appears to be stuck in a "sending" state (showing "Sending this settlement to Xero/QuickBooks, please wait" for an extended period) or keeps retrying but never completes, the most common cause is a disconnected or timed-out connection between Link My Books and your accounting platform.
This can happen when:
Your Xero or QuickBooks authorisation token has expired (these need to be refreshed periodically)
You changed your Xero/QuickBooks password or enabled two-factor authentication
A temporary network or API timeout occurred during the send
Your Xero/QuickBooks subscription lapsed or was paused
How to fix this:
Go to Settings > Account Settings in Link My Books
Check the connection status of your Xero or QuickBooks integration
If it shows as disconnected, click "Reconnect Xero" (or "Reconnect QuickBooks") from the actions dropdown
You may need to re-approve the connection in your accounting platform
Once reconnected, clear your browser cache and try sending the settlement again
⚠️ Still stuck after reconnecting? If the settlement continues to show as "sending" after you've reconnected, please contact our support team. In some cases, the settlement may need to be reset on our end before it can be sent again.
For further guidance on Settlements, see the Navigating the Settlement Dashboard article.
If you have any questions about this article or feedback on how we could make it better please reach out to the support team via the blue chat icon on the bottom right of the page or via email to [email protected].