ConnectWise Finance FAQ
Why isn’t my currency displaying correctly?
Verify your workstation settings match the region and locale your ConnectWise instance expects. Currency display is driven by local browser/OS settings, not ConnectWise alone.
Where is currency set, and in what order do billing rates apply?
ConnectWise resolves billing rates in a hierarchy — more specific settings override less specific ones. The order, from highest priority to lowest, is:
- Agreement rate override
- Work role rate on the agreement
- Work role rate at the member level
- Work role rate in Setup Tables
- Default hourly rate on the member record
What is the difference between Actual, WIP, and Invoiced hours?
- Actual hours — the hours entered by the technician, unmodified.
- WIP hours — actual hours after rounding rules and work type min/max rules are applied. The rounding factor is set on the My Company screen.
- Invoiced hours — start equal to WIP hours, but can be written up or down during the invoicing process.
How do I update time or expense records that have already been approved?
You can edit approved records as long as they haven’t been invoiced yet. Open the record from the Time or Expense tab on the Company Finance screen, or from within the invoice wizard, and update the charge-to, billable flag, hourly rate, or other fields.
To switch a time or expense record between charging to a company versus an item in the charge-to tree: select into the field and press Delete to clear it. The other selector will enable once the field is cleared.
If the invoice has been created but not yet exported to your accounting package, you can still edit time and expense entries from within the invoice.
A custom rate change isn’t updating existing time entries, even with an earlier effective date.
Custom rate changes don’t retroactively update existing time entries. You must apply the update manually:
- On the Time tab of an invoice, select Update Billing Rates.
- On the Time tab of an agreement, select Update Rates/Allocations.
I need to add another time record for billing purposes.
Open an existing time record that is ready to bill and select the Clone Time Entry icon in the toolbar. This creates a “billing only” record — it has no actual or WIP hours, only invoice hours. The member and date are locked; all other fields are editable.
I don’t want to bill a time or expense record to the customer.
You have three options:
- No Charge — the record stays on the invoice at $0.00.
- Do Not Bill — the record is removed from the invoice and from the invoicing screen entirely.
- Write Off — use the Write Off button on the toolbar. Reserve this for specific scenarios; for most cases, marking the record as non-billable is the better choice.
How do I restrict who can write off time records on an invoice?
The write-off function is controlled by the billing time record permission in the Billing and Finance module. Manage role access in System > Security Roles.
How do I reuse a deleted invoice number?
When creating a new invoice, leave the invoice number field blank and ConnectWise will assign the next available number. To reuse a specific number, enter it manually in the invoice number field.
Note: You can only enter a custom invoice number when creating the invoice from the Company Detail invoice wizard. If you process invoices in bulk from the multi-line screen, you won’t have an opportunity to set the number manually.
How do I add standard text to all invoices?
Go to Setup Tables > Billing Setup. Enter the text you want to appear in the Invoice Footer or Top Comment area. This text applies to all invoices.
My company’s address is wrong on invoices. How do I fix it?
The address on invoices comes from the Remit To Information in Billing Setup, matched by the invoice’s Location field.
- Go to Finance > Invoice Search, and open the invoice.
- Note the value in the Location field.
- Go to Setup > Setup Tables > Billing Setup Table.
- In Remit To Information, verify the address matches the correct address for that location.
- If the invoice is already closed, change its Billing Status to Open, update the Remit To Information, and select Save.
Note: If the invoice has already been batched, you cannot reopen it or make changes.
When you reprint the invoice, the updated address will appear.
The total billable hours don’t match the invoice total — there’s a small rounding difference.
ConnectWise calculates the invoice amount per time entry, then sums the results — not by multiplying total hours by rate.
The formula is: (hours × hourly rate) per entry, summed across all entries.
For example: 6 entries at 6.5 hours each at $75.95/hr = 6.5 × $75.95 = $493.68 per entry × 6 entries = $2,962.08.
If you calculated total hours first (39 hrs × $75.95 = $2,962.05), you’ll see a $0.03 difference. This is expected behavior, not a bug.