If a customer isn’t appearing in Practice Connect, there are two possible scenarios. You can update an existing contact in Xero Practice Manager (XPM) or add a new one, then resync Rechargly.
The Contact Exists But Is Missing In Practice Connect
In XPM, locate the missing contact.
Open the same contact in XPM.
Click Edit, make a small change (for example, add a full stop), then Save.
Go to Integrations > Practice Connect in Rechargly.
Click Active, then click Re-Sync (see screenshot below on how to Re-Sync).
This forces XPM to recognise the update and ensures Rechargly pulls the contact through.
The Contact Does Not Exist in XPM
Add the new contact in XPM.
Once saved, go to Integrations > Practice Connect in Rechargly.
Click Active, then click Re-Sync.
Confirm The Contact Is Available
After re-syncing, the customer should appear under Clients Mapping. If the customer still doesn’t appear, double-check the contact details in XPM match exactly.