An invoice missing from Xero, QuickBooks or Zoho usually has an ordinary reason: the date, the nightly timing, a closed invoice, or a contact the app refused. Work down the list before calling support.
Work through the list
| Check | Why | Fix |
|---|---|---|
| Was it issued on or after Sync invoices from? | Invoices issued before this day aren't sent. | Move the date earlier on the app's panel if those invoices should go; they'll be sent on the next run. |
| Has the nightly run happened? | Invoices go overnight, in the clinic's time, 500 per run. | Wait for the morning, or press Sync invoices on the panel. A very busy clinic may need two runs. |
| Is the invoice void or written off? | Void and written off invoices are closed and are only sent if they went before they closed. | For a closed invoice, adjust the books by hand as the activity log note says. |
| Does it have line items? | Every provider rejects an invoice with no line items. | Add the line, or void the empty invoice. |
| Does the patient have a name the provider accepts, and for Zoho an email? | QuickBooks refuses names with line breaks; Zoho finds contacts by email. | Tidy the patient's name or add an email, then sync again. |
| Does the panel say Needs attention? | Access expired, so nothing has gone since. | Reconnect; the run resumes where it stopped. |
| Does the panel say some couldn't be sent? | The provider refused the invoice; a payment can also have failed while the invoice landed, leaving it unpaid in the books. | Open support chat with the invoice number; the provider's reason is kept with the integration. |
Edited after it went
An invoice that reached the books and then changed here is updated only if no payment has been sent for it. Once paid in the books, Xero and QuickBooks refuse changes, so ClinyPal leaves a note: was changed here after a payment was sent, which doesn't let a paid invoice change; adjust it there. Make the correction in the accounting app, or in ClinyPal refund and reissue, which goes across as a credit note and a new invoice.
A note that isn't a failure
An activity note reading is not sent to Xero; adjust Patient credit there means the credit movement was left out on purpose, because it was added by hand, imported, or from before the sync-from date. The invoice itself synced; make the matching adjustment to the Patient credit account in the books. See Connect your accounting software.