Fixing "Sync Error" for Practice Connect costs
If a cost shows Sync Error in Practice Connect, it means Rechargly could not push the cost to your practice management system. There are several common causes — follow the steps below for the one that matches your situation.
Cause 1: WIP lock dates in XPM
This is the most common cause. If the cost falls within a locked WIP period, XPM will reject the sync.
Go to Practice Connect Costs and view the Error tab
Review the Status column and confirm the error reason is "Lock Dates"
Go into Xero Practice Manager and unlock the prior period
Go back to the Error tab
Hover over the charge and retry the sync
Once all charges have been synced, turn the lock periods back on in XPM
Cause 2: Job state is not "In Progress"
If the job in XPM is set to a state that doesn't accept new costs (e.g. "Completed" or "Closed"), the sync will fail.
Go to Practice Connect Costs and view the Error tab
Note which client and job the error relates to
Open Xero Practice Manager and find the job
Change the job state to In Progress
Return to Rechargly and retry the sync
Once synced, you can change the job state back if needed
For more on managing job states, see How to Update Job States in Practice Connect.
Cause 3: Organisation is unmapped
If the organisation linked to the cost hasn't been mapped to a client in Practice Connect, the sync will fail because there's no job to push the cost to.
Go to Practice Connect Costs and check if the cost appears in the Unmapped tab
If it does, go to Client Mapping and map the organisation to the correct client
The cost will move from Unmapped to Pending Action
Send it for tracking, then retry the sync
For more detail, see How Do I Move a Cost from 'Unmapped' in the Costs Table?
Cause 4: Job has been deleted in XPM
If the job that the cost should be pushed to has been deleted in Xero Practice Manager, the sync will fail because there is no longer a valid destination for the cost.
Go to Practice Connect Costs and view the Error tab
Note the client name from the failed cost
Search for the client in Xero Practice Manager
Check whether the job has been deleted
If the job has been deleted, you will need to raise a ticket with Rechargly to recreate the job
Still not working?
If the sync error persists after trying the steps above:
Check that your Xero integration is active — go to Integrations and confirm the status shows "Active". If not, click the dropdown and select Re-sync now.
If the error continues, contact Rechargly support via in-app chat or email support@rechargly.com with the client name and error details.