> ## Documentation Index
> Fetch the complete documentation index at: https://clubdock.co.uk/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# When something does not sync

> Find bookings whose invoice, payment or credit note has not reached Xero or QuickBooks, and send them again once the cause is fixed.

Sometimes an invoice, a payment or a credit note cannot reach your accounting software, for example because it is offline, an account is missing, or something in it was changed by hand. Nothing is lost. ClubDock keeps what it could not send, keeps trying, and tells you.

> [!NOTE]
>
> An accounting outage never stops a parent booking. The booking is confirmed as usual and sent once your software can be reached.

## How you find out

* **A morning email to your Managers**, saying how many invoices, credit notes, card or Tax-Free Childcare payments, or payout fees have not reached your accounts, that nothing is lost, and where to fix it. Nothing is sent on a day with nothing wrong.
* **The Today page** shows the same count, linking to the bookings list already filtered to the problems.
* **The bookings list.** In **Bookings**, filter by accounts to **Sync problems**. Each booking's badge reads **Sync problem** rather than **In your accounts**.

A booking is only counted after a short grace period, so a brief delay does not fill the list.

![The bookings list at 1280px filtered to Sync problems, with a booking's sync message highlighted](https://mintcdn.com/club-dock/i5cYbq0jP2hBThbX/accounting/sync-problems.png?fit=max\&auto=format\&n=i5cYbq0jP2hBThbX\&q=85\&s=b95f5bfe984d87894144bca016ce1e61)

## What the message means

Each booking in the list says what is stuck and the reason your accounting software gave:

| The booking says | What to do |
| - | - |
| The booking's own invoice did not send | Read the reason. Often it is something to fix in Xero or QuickBooks, then **Refresh from accounts** |
| "A payment on this booking has not been applied to its invoice in your accounts:" | Often the account for card or Tax-Free Childcare payments has not been chosen. Choose it under **Settings → Accounting**, and everything waiting is sent |
| "A credit note on this booking has not reached your accounts:" | On the booking page, the credit note says so under **Credits**. Press **Send again** once the cause is fixed |
| QuickBooks says **ClubDock bookings** is inactive or has no income account | Make the product active, or give it an income account, in QuickBooks |

Payout fees belong to no booking, so they are not in the list. They are sent when you choose where Stripe's fees go, under **Settings → Accounting**.

## Send a booking again

**1. Fix the cause**

Usually in your accounting software, or by choosing a missing account under **Settings → Accounting**.

**2. Refresh the booking**

Open the booking's menu and choose **Refresh from accounts**. You see "Refreshing this booking from your accounts. This takes a moment." and the booking reads **Refreshing** until the answer comes back.

**3. Check it has cleared**

The invoice is sent again, every payment still waiting is applied to it, and the booking leaves **Sync problems**. If the cause is not fixed yet, it stays in the list with the same reason.

Refreshing a booking whose invoice already matches only reads its payments back. It does not edit the invoice, so nothing changes in your accounting software's history.

There is no way to refresh the whole list at once. Refresh one booking at a time.

> [!NOTE]
>
> **Could not refresh this booking** appears only if the refresh could not be asked for at all, such as a dropped connection. Try again shortly.

## When there is nothing left to send

If every place on a booking was cancelled, or you voided its invoice yourself, there may be nothing left to send. Press **Refresh from accounts** and the sync message clears.

## If your connection has expired

When Xero or QuickBooks has rejected ClubDock's access, your Managers get an email asking them to reconnect, instead of the morning count. Reconnect under **Settings → Accounting**. See [Connecting Xero or QuickBooks](https://clubdock.co.uk/docs/accounting/connecting.md).


## Related topics

- [Troubleshooting](https://clubdock.co.uk/docs/help/troubleshooting.md)
- [Credit and refunds](https://clubdock.co.uk/docs/money/credit-and-refunds.md)
- [Today](https://clubdock.co.uk/docs/registers/today.md)
- [Glossary](https://clubdock.co.uk/docs/help/glossary.md)
- [Tax-Free Childcare](https://clubdock.co.uk/docs/money/tax-free-childcare.md)


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