If you've merged two contacts in Xero and your Rechargly agreement or invoicing and reconciliation has failed, the merge likely went in the wrong direction. Here's what happened and how to fix it.
Why this happens
Rechargly agreements are tied to a specific Xero contact. When you merge two contacts in Xero, one contact survives and the other is removed. If the contact that was removed was the one with the active Rechargly agreement, that agreement won't transfer to the surviving contact. Rechargly and Stripe treats the surviving contact as a brand new customer.
This means:
The accepted agreement no longer has a valid customer
Invoices may stop generating or go to the wrong place
Any direct debit in place won't work
How to fix it (without sending a new agreement)
The key is to make sure the contact that has the Rechargly agreement is the one that survives the merge. If you merged in the wrong direction, follow these steps:
In Xero, undo the merge so both contacts exist again.
Now merge in the correct direction — merge the contact that does NOT have the Rechargly agreement into the one that does. For example, if "Recharger Content" has the accepted agreement and "Recharger Content Pty Ltd" does not, merge "Recharger Content Pty Ltd" into "Recharger Content."
Once merged, rename the surviving contact in Xero to the correct name (e.g. rename "Drake Content" to "Drake Content Pty Ltd").
Go back to Rechargly and re-sync your contacts on the Mapping page.
Important things to know
Agreements cannot be transferred between customers. If the wrong contact survives the merge, the only option is to undo and re-merge in the correct direction, or cancel and create a new agreement.
Rechargly syncs customer names from Xero. You cannot rename a customer directly in Rechargly — update the name in Xero and re-sync.
Always check the direction of the merge before merging. The contact with the active Rechargly agreement must be the one that survives.