How to sync an invoice in MYOB that hasn't synced yet to Pencil?

If you are missing invoices from MYOB, follow these steps to find the reason why the invoice(s) haven't synced and you can quickly and easily resolve the issue.

You can follow the steps below to troubleshoot:

1. First, in MYOB go find the invoice and check if the invoices has an email address linked to it. Then check the customer that is connected to the invoice. Is it the correct customer? Does that customer have an email address associated with the customer contact in MYOB?
   1. If there’s no email, then add the email in MYOB then re-sync the invoice.
   2. Check if the customer name is using the correct customer record. If not, then edit the customer name and assign to the correct customer.
2. Another thing you can check is if the customer has other invoices. If they do, check if the customer's name has changed from the older invoices to the invoice that hasn't synced to Pencil.
   1. If this is the case, then update the customer contact name of the invoice to the correct customer. 
3. Once done, go into Pencil invoices and use the manual Sync feature as noted below.

Here are the steps for to manually sync the invoice to Pencil:

1. Log in to your Pencil account: app.pencilpay.com.
2. Go to Invoices → in the top right corner click on the green "Sync" button.
   
   
3. You can sync one or multiple invoices at once:
   1. To sync one invoice copy the full invoice number (this includes any letters/characters that are included in the invoice) and paste into the Sync popup and press the Sync button. Wait 5-10 seconds and you will see a sync confirmation popup. Then refresh you page and search for the invoice.
      
      
   2. To sync multiple invoices in once click, copy each full invoice number (this includes any letters/characters that are included in the invoice) and paste into the Sync popup with a comma separating each invoice number. Once you have entered all the invoice numbers press the Sync button. Wait 15-20 seconds and you will see a sync confirmation popup. Then refresh you page and search for the invoice.
   3. Wait a few seconds to a minute and refresh the Invoices page to see if the invoice has synced. If it hasn't synced yet please reach out to Pencil from our LiveChat or email support@pencilpay.com and provide the invoice number that hasn't synced so we can check it for you.