Missing accounts or tax rates in your chart of accounts sync

Troubleshoot missing accounts or tax rates in your chart of accounts sync

Step 1: Confirm what’s missing (and where)

Missing accounts (Chart of accounts → Categories)

1. In Pleo, go to Settings
2. Click Accounting
3. Open Categories
4. Check whether the missing account appears in the account dropdown

Missing tax rates / tax codes

1. In Pleo, go to Settings
2. Click Accounting
3. Find Tax codes (or similar)
4. Check whether the missing tax rate/tax code appears in the list

Step 2: Run a manual sync/refresh

A manual sync is the most common fix for missing dropdown options or newly created accounts/tax rates.

1. In Pleo, go to Settings
2. Click Accounting
3. Open your accounting configuration area (for example: integration settings, export settings, or accounting setup)
4. Look for a sync action such as:
   • Sync chart of accounts
   • Sync categories
   • Sync taxes / Sync tax codes
   • Refresh data
   • Re-import
5. After syncing:
   • Refresh your browser tab
   • Go back to Categories and/or Tax codes
   • Check whether the missing item appears

Step 3: Check the account or tax rate in your accounting system

If the item is still missing after a sync, confirm it’s available on the accounting side.

Check the missing account

In your accounting system, confirm the account:

• Exists in the chart of accounts
• Is active (not archived/inactive)
• Is available for the connected entity/subsidiary (if your setup uses multiple entities)
• Matches the account type your setup expects (some systems separate posting vs non-posting accounts)

Check the missing tax rate / tax code

In your accounting system, confirm the tax code:

• Exists and is active
• Is valid for the connected entity/subsidiary (if applicable)
• Is not restricted by local rules or configuration (for example, inactive VAT rates)

Step 4: Common reasons items don’t appear in Pleo

The account/tax rate is inactive or archived

Reactivate it in your accounting system, then sync again in Pleo.

The wrong entity/subsidiary is connected

If your company has multiple entities, the account/tax rate may exist under a different entity than the one synced to Pleo.

You’re expecting a tax rate to sync, but your setup doesn’t sync tax codes

Some setups only sync accounts (chart of accounts) and require tax codes to be handled differently.

If you don’t see any tax code sync options in Pleo, contact Pleo Support to confirm what your setup supports.

Step 5: If items are present but incorrect or outdated

If the account/tax rate exists but the value shown in Pleo is wrong (for example, renamed accounts or changed tax rate):

• Confirm the correct value is saved in your accounting system
• Run a manual sync/refresh in Pleo again
• Refresh your browser and re-check the field

If the value is still incorrect after a refresh, it may be due to caching, entity mismatch, or integration limitations.

Troubleshooting checklist

• Confirm where the item is missing: Categories and/or Tax codes
• Run a manual sync/refresh
• Confirm the account/tax code is active in the accounting system
• Confirm you’re working in the correct entity/subsidiary
• Refresh your browser and try again after a few minutes

If it still doesn’t work

Contact Pleo Support and include:

• Whether the issue is accounts, tax rates, or both
• Where it’s missing: Categories and/or Tax codes
• The exact missing account name/number and/or tax code name
• Confirmation that the item is active in your accounting system
• When you last ran a manual sync (approximate time)