ConnectWise Agreements FAQ and Troubleshooting

Remaining balance on the invoice PDF

Note: Remaining balance only appears on one-time agreements.

The remaining balance shown on an invoice PDF is the agreement balance minus all billed entries as of the invoice date. Entries dated after the invoice date are not counted.

Example: A client has a block of 10 hours starting March 1. Your company bills 3 hours on March 7 — the invoice shows a remaining balance of 7 hours. You bill 2 more hours on March 15 — that invoice shows 5 hours remaining.

Date	Balance	Billed hours	Remaining balance
March 1	10 hours	—	—
March 7	10 hours	3 hours	7 hours
March 15	7 hours	2 hours	5 hours

Note: This figure can differ from the Agreement Reconciliation Report, which counts all entries regardless of whether they were billed by a specific date.

Covered time, expenses, or products appearing on the invoicing screen

If covered items are showing up when they shouldn’t, check the following:

• The Time, Expenses, and Products checkboxes under Show covered items on Standard Invoice are selected.
• A work role or work type that was previously included in the agreement is now excluded. Check the Covered Work Roles and Work Types pods.
• Review the Audit Trail for recent changes that could have caused the issue.

Time is not being applied to the agreement

1. Go to the Time tab of the agreement or invoice and select the time entry that is not applying.
2. Select Update Billing Rates and Allocations. If this doesn’t resolve it, continue below.
3. Review the Audit Trail for recent changes to billing or application parameters.
4. Verify that the work role and work type are not excluded.
5. Check the Application Recap — if the application limit has been exceeded, no additional time, expenses, or products can be added.
6. Check the Application Units setting (Hours, Amount, or Incident):
   • Only time entries can apply to an hours-based agreement.
   • Fixed-fee projects can apply to amount- or incident-based agreements.
   • Fixed-fee projects cannot apply to an hours-based agreement.
7. Confirm an Application Limit exists. Without one, nothing is covered.
8. If the ticket or project is fixed-fee, the amount won’t apply to the agreement until invoiced.
9. Check for future-dated time entries — they consume the agreement balance as entered, even before you invoice.
10. Confirm the time entry’s Billing Rate is greater than 0.
11. Confirm the time entry is marked Billable. Non-billable time is never applied to an agreement.
12. Check the Work Role tab on the agreement for per-role limits that may have been reached.

Agreement cannot be selected on time entries, expense entries, or products

• Verify the entry is for the correct site. If sites are attached on the Agreement Sites tab, the agreement is restricted to those sites only. No sites attached means any site qualifies.
• Check that Location and Department on the main agreement page are not restricted. A restriction prevents the agreement from appearing on time records.
• Verify the entry date falls within the Agreement Start Date and Agreement End Date. The agreement won’t appear outside those bounds.
• Confirm the agreement is not expired or cancelled.

Agreement is not billing

• In the Agreement Invoice tab, confirm billing has not already occurred for the current period (check the Month column).
• Go to System > Setup Tables > Batch Setup and check the following:
  • Next Run Date should be today. If it’s an old date, the Esclog_Backup scheduled task is not running on the server.
  • Days in Advance controls how far ahead invoices are generated. A value of 10 means invoices are created 10 days before the first of the month.
• Review the Agreement Audit Trail for changes that may have stopped billing.

Agreement is billing when it should not

For one-time billing agreements, ConnectWise continues billing until the full amount is collected. Common scenarios:

• Partial invoice: Agreement amount is $5,000. An invoice for $2,500 is created. The agreement stays in the Agreement Invoicing tab until the remaining $2,500 is billed.
• Credit memo: Agreement amount is $5,000. A $5,000 invoice is created, then a $500 credit memo is applied. The agreement continues billing until the $500 is re-billed, or the billing amount is reduced to $4,500.
• Billing amount reduced: After a $5,000 invoice, the billing amount is changed to $4,500. The agreement generates a $-500 invoice.
• Billing amount increased: After a $5,000 invoice, the billing amount is changed to $5,500. The agreement reappears in the invoicing tab.

Check the Audit Trail if the billing amount appears to have changed unexpectedly.

Time entries, expense entries, or products are not appearing in invoicing

• In the Finance tab of the ticket or project, confirm the ticket or project is closed and that time and expense entries are approved (if your settings require approval).
• Open the agreement and scroll to the Defaults section. Under Show covered items on Standard Invoice, check whether the Time, Expenses, and Products checkboxes are selected. If they’re blank, covered entries won’t pass to the invoicing wizard. Selecting the checkbox causes all un-invoiced covered entries to appear immediately.

The rate set on the agreement is not being used on a time entry

1. Go to the Work Role tab of the agreement. Check that the rate has not expired and that no per-role limit has been exceeded.
2. Go to the Work Type tab. Check that the rate has not expired. Note that a work type can be scoped to a specific site — confirm the site is set on the ticket or project.
3. Go to the Time tab of the agreement and select Update Rates/Allocations. Rates do not apply retroactively.

Time entries, expense entries, or products are not taxed as expected

If an agreement is marked taxable and billed with a tax code, covered items that are applied to it will not have sales tax calculated when invoiced. This is by design — taxing the agreement and then taxing the covered items again would result in double taxation.

If a covered item is not fully applied by the agreement allocation and goes through invoicing separately, sales tax is calculated normally on that portion.

For amount-application agreements using pre-payment options, you can configure the allocation to cover sales tax. When enabled, the calculated sales tax on covered items is absorbed by the block amount rather than appearing on the invoice.

Time applied to the agreement is not being deducted from the allocated amount

1. Go to Finance > Agreements, open the agreement, and select the Time tab.
2. Find a time entry showing 0.00 in the App Hours column and select it.
3. In the Billing Options pod, select Applied Hours Information.
4. Correct any field marked with an X.

You can also do this from the Agreements > Time tab by selecting the information icon in the App Hours Info column, then adjusting the time entry options.

Agreement invoices not appearing on the invoicing screen

• Confirm the Thru Date is set to at least the 1st of the month you are trying to invoice.
• Go to System > Setup Tables > Batch Setup and check the Next Run Date. If it is set far in the future, update it and save.
• Verify the agreement has not expired or been cancelled. If it was recently reactivated and you are on-premises, run the Night Job on the ConnectWise server to generate the invoice.