Use this guide when records aren't syncing correctly between Uptick and your accounting partner, or when you encounter errors on billing cards, invoices, suppliers, or purchase orders.
Follow the steps in order — most issues are resolved by Step 1 or Step 2.
Important: Once a record is linked to your accounting system, the accounting system becomes the source of truth. Any changes to linked records must be made in your accounting platform, not in Uptick.
Step 1: Check Your Integration Connection
Many sync failures are caused by an expired or broken authentication token. Common signs include error messages mentioning token expiry, invalid grants, or authorisation failures.
To reconnect your integration:
Make sure you are signed in to your accounting partner's platform.
In Uptick, navigate to Control Panel > Accounting.
Click the dropdown arrow next to the Edit button for the integration and select Disconnect.
Follow the connection steps in the Accounting Integrations in Uptick article to reconnect.
Disconnecting and reconnecting is safe — it will not create duplicates as long as you authorise the same company.
Step 2: Manually Sync the Record
Uptick syncs data from your accounting partner overnight by default. If a record looks out of date or stuck, trigger a manual sync.
Sync a Single Record
Open the relevant Billing Card, Invoice, Credit Note, Supplier, or PO Bill page.
Click the sync icon (🔗) in the Integration section.
This immediately refreshes the record's status to match your accounting partner.
Sync All Records (Bulk Sync)
Navigate to Control Panel > Accounting.
Click Run full sync next to Billing Cards or Invoices.
Bulk syncs run in the background but can affect system performance and are only applicable for certain elements of your integration. Not everything can be synced in bulk. Run these outside of peak hours where possible.
Step 3: Module-Specific Troubleshooting
Billing Cards
Billing card not appearing in Uptick after syncing from Xero
Due to a limitation in Xero's API, Uptick can only sync contacts that have at least one invoice raised against them. To resolve this, create a $0 invoice for the contact in Xero, then run the sync again in Uptick.
"Archived contact" error when pushing an invoice
The billing card's corresponding contact has been archived in your accounting system. To fix this: un-archive the contact in your accounting platform, then open the Billing Card in Uptick and click the sync icon (🔗) to update its status, then retry the invoice push.
MYOB: "Error 400 – Duplicate Card ID"
A billing card with the same Card ID already exists in MYOB. Update the Reference field in Uptick or the Card ID in MYOB to make them unique, then sync again.
MYOB: "Error 400 – StringLengthExceeded"
A field on the Billing Card (such as Attention or Reference) exceeds MYOB's character limit. The error in the Integration section will specify which field. Shorten the content in that field and retry the sync.
Invoices
"No Linked Partner Invoice" error
This means the invoice in Uptick is not connected to an invoice in your accounting software — usually because the initial sync failed.
If the invoice should be deleted: Click Detach in the Integration section, then delete the draft in Uptick.
If the invoice should exist: Check for a duplicate invoice in your accounting software. If a duplicate exists, void or delete it there, then retry the dispatch from Uptick.
Invoice status not updating after payment
Invoice statuses update overnight via the scheduled sync. To update immediately, open the invoice and click the sync icon (🔗) in the Integration section. For more detail on how invoice statuses work, see Understanding invoice status.
Invoice detached from accounting partner
The recommended fix is to delete or void the invoice in both Uptick and your accounting partner, then create and push a new invoice.
Timeout errors when dispatching an invoice
Check whether the invoice was created in your accounting software despite the timeout error before retrying — retrying when the invoice already exists can create duplicates. If a duplicate was created, void or delete it in your accounting software first, then retry from Uptick.
Suppliers
Supplier not appearing in Uptick after syncing from Xero
Uptick can only sync Xero contacts that have at least one bill raised against them. Create a $0 bill for the supplier in Xero, then run the sync again in Uptick.
Supplier not syncing to accounting partner
Open the Supplier record in Uptick and click the Create New in the Integration section to push the supplier through to the Accounting Partner.
Purchase Orders & PO Bills
Unable to push a PO bill to accounting partner
Suppliers must be synced to your accounting partner before PO bills can be pushed. Open the Supplier record and click the sync icon (🔗) to sync it first, then retry the PO bill push.
PO bill status not updating
Open the PO Bill and click the sync icon (🔗) in the Integration section to manually refresh its status from your accounting partner.
Deleting a Record That Has Already Synced
If a record in Uptick has already synced to your accounting partner and needs to be removed, you must follow this order to avoid orphaned records:
Delete or void the corresponding record in your accounting partner's system.
Open the record in Uptick and click Sync in the Integration section to sync the status.
If the record in the accounting partner was deleted, click Detach in the Integration section, then proceed with deactivating or deleting this record in Uptick,
Still Having Issues?
If none of the above steps resolved your issue, contact the Uptick support team at [email protected]. When reaching out, include a link to the affected record, the error message displayed, what steps you took to trigger the error and what you have already done to attempt rectification.