When you need this
Something Greentree-related looks wrong: export won’t start, status says unreachable, or mappings block Activity / push.
Before you start
Note the exact screen, billable company, and message text.
Confirm whether Credentials shows Connected.
Steps
A. False disconnect / unreachable
On Credentials, if the banner says Sprintsuite can’t reach Greentree but credentials are unchanged, click Retry Connecting.
Remember: on-load status failure is non-destructive — Retry first; don’t Disconnect unless you intend to.
If Ping still fails, check network/Greentree API with your admin, then Save & connect.
B. CSV export errors
Symptom | What to do |
No Export GreenTree CSV button | Parent gate + Enable CSV timesheet export on General + permission |
Nothing to export | Period, linked staff with Emp Code (not Do not link), CSV enabled on company |
Mapping panel / activity_code_mapping_required | Fix Activity via Pay Types or Combinations; set Field/rostered; or Export anyway (blank Activity) |
Partially Exported (N/M) | Re-export after edits; or finish remaining pay-group slices |
Tray job failed | Permission, CSV toggle, connection; retry export |
Blank Activity unexpected | No Pay Types activity and Automatch miss — map combinations or pay types |
Wcentre always empty | Expected for LIVE CSV |
C. Missing mappings (general)
Sync the relevant catalogue (Profit Centres, Tax, GL, Activity, Work Centres, Customers, Suppliers, Staff).
Complete links / Auto-Map / department maps.
Retry the export or push.
D. Invoice / bill push failures
Read the status error (connection, company code, customer/supplier link, job link, invoice number).
Fix the named prerequisite; retry Send to Greentree.
If Reference already set, follow Credit notes / re-push — don’t force duplicate creates.
What success looks like
Connected stays stable; Retry clears transient blips.
Exports complete with understood Activity blanks (if any).
Pushes succeed or fail with an actionable, fixed prerequisite.
If it fails
Escalate to Sprintsuite with company name, timestamp (include timezone), screenshot of the error, and whether Credentials was Connected.
Do not treat still-coming flows (API timesheet push, leave push, PO sync, create HR, JCJob create, receipt→AP) as the fix for LIVE CSV/invoice issues. For WIP write-off when invoicing, use the dedicated how-to.