If a commission you marked received in Trips isn't showing up in Books, it's almost always one of five things. Start with reason 1 — it's the most common today.
Reason 1 — The integration is paused
What you'll see
On
Settings → Books integration, an amber card with the date it was paused and any reason typed in.On
Commissions, an amber bar reading "Books integration is paused. Commissions you mark received will not post to Books."Commissions mark as received, totals update, but nothing arrives in Books.
What to do
Open Settings → Books integration.
Click Resume integration inside the amber card.
In the Commission Manager, switch to the Received tab and re-post the affected commissions.
Reason 2 — The integration was never finished
A fresh Trips org isn't pre-connected. An owner or admin has to pick a Books company, a commission income account, and a deposit-to bank account. Until all three are set, the Commission Manager shows a small grey hint reading "Tracking commissions in Trips only. Connect Books to auto-post deposits into bookkeeping." Open Settings → Books integration, fill in the three required fields, click Save & verify, then walk a fresh commission through.
Reason 3 — A mapped account was archived in Books
Mapping worked for months and now deposits stop landing. Usual culprit: someone in Books archived the commission income account or the deposit-to bank account. Trips still points at the old account; Books no longer recognizes it. The connected summary may show an account as #1234 instead of a friendly name. Open Settings → Books integration, click Edit mapping, re-pick the company (this refreshes the account list), re-pick the affected mapping, save, then re-post the stuck commissions from the Received tab.
Reason 4 — Books was unreachable at the moment
Less common but real: Trips couldn't reach Books when you marked the commission. Trips fails safely — the line stays marked received locally, but the trip to Books didn't complete. You'll see a single commission missing from Books while everything around it posted, with no amber banner. Open the Commission Manager, switch to the Received tab, find the line, and retry the post-to-Books action. If retry still doesn't land, open a ticket — we have an internal path to re-send a single deposit.
Reason 5 — You were working in the wrong agency
If you belong to more than one agency, every Trips page is scoped to whichever agency is selected in the top-right switcher. Check the switcher, then check the Books company name on the connected summary card at Settings → Books integration. That's the only Books company this Trips org posts to.
FAQ
I resumed the integration but old commissions still aren't in Books.
Resuming only re-enables future auto-posting. Anything marked received while paused needs to be re-posted by hand from the Commission Manager's Received tab.
My Direct Invoice payments are missing too — same problem?
Probably. Pause silences every auto-post path: commission deposits, paid Direct Invoices, and refunds. Resume and they'll start posting again.
The line shows received but the post-to-Books action never appeared.
That usually means the trip's primary traveler is missing — Books needs a contact identity on every deposit line. Open the trip, open Travelers, mark one as primary, then retry.
I see "Last verified" was weeks ago — is something broken?
That timestamp updates each time Trips posts to Books. If it's old, nothing has been sent recently. Only worry about it if you've been actively marking commissions received and they aren't landing.
When to open a ticket
If all five reasons check out and the commission still isn't in Books, open a ticket with these details so we can trace the exact post attempt:
Trip public ID (the short code after
/trips/in the URL).Invoice public ID (the short code on the invoice URL, or the invoice number).
Commission line ID from the Commission Manager.
When you marked it received — "this morning around 10am Pacific" is plenty.
Your Books company name exactly as shown under Settings → Books integration.