Why has my invoice not synced in from ConnectWise?
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Refer to our troubleshooting guide if an invoice has not synced in from your primary integration.
An invoice not syncing will typically occur if the associated customer or invoice status is outside of the filters that were selected during the integration setup. This is applicable to partners using ConnectWise as the primary integration.
To view the filters applied during setup within your dashboard, navigate to Integrations > ConnectWise > Select the three dots > Select Manage filters.
This will enable you to troubleshoot with ease as you can cross-reference the invoice/customer statuses in ConnectWise against the statuses selected in the dashboard. If you need to add fields to these filters, simply click Edit or import filters and add any applicable filters. This will trigger an automatic resync, usually reflecting updates within minutes. If filters are removed, please inform our team to ensure customers or invoices that no longer meet the criteria are deleted.
If all the filters are correct, you can trigger a manual sync to capture invoices that may not have been imported. This can be done within the integrations section by selecting the three dots > "Fetch new data" and "Fetch unpaid invoices". Click on “Sync” for both.
If the invoice still does not appear, reach out to customersuccess@alternativepayments.io or via live chat with screenshots of the customer and invoices statuses in ConnectWise so we can further troubleshoot this.
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