Sync Issues

Resolve synchronisation problems between Praxi and your integrated systems.

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Integration Status

Praxi's accounting integrations (Xero and MYOB) are both production-ready and use a graceful fallback approach. If the external service is temporarily unreachable, sync operations are queued and retried automatically. Some advanced features may have limited availability depending on your plan.

Quick Diagnosis

System	Common Issue	Quick Fix
Xero	Connection expired	Re-authorise
MYOB	Company file locked	Check access
Google Calendar	Permissions revoked	Reconnect
Outlook / Apple	Feed not updating	Check the subscription
Medicare	Claim stuck	Check claim status

Xero Sync

Xero Re-authorisation

Xero tokens expire every 60 days.

Symptoms:

• "Xero connection expired" error
• Invoices not syncing
• Status shows "Disconnected"

To fix:

1. Go to Settings → Integrations → Xero
2. Click Re-authorise
3. Log in to Xero
4. Click Allow Access
5. Return to Praxi

Xero Invoices Not Syncing

Check sync status:

1. Go to Settings → Integrations → Xero → Status
2. View Pending count
3. Check Error Log for details

Common causes:

Issue	Solution
Account not mapped	Map missing account in settings
Contact not found	Re-link client to Xero contact
Invoice exists	Link to existing or delete from Xero
Rate limited	Wait 1 hour, retry

Xero Contact Mismatch

Client not linking to Xero:

1. Open client in Praxi
2. Go to Billing tab
3. Click Link to Xero Contact
4. Search and select correct contact
5. Confirm link

Duplicate contacts:

• Praxi created a new contact instead of linking
• Merge duplicates in Xero
• Update link in Praxi

Xero Amount Discrepancies

Invoice amounts don't match:

Check	Resolution
GST settings	Verify GST treatment matches
Rounding	Check Xero rounding rules
Currency	Must be AUD
Tracking categories	May affect totals

To investigate:

1. Compare line items in both systems
2. Check tax codes applied
3. Verify account mappings

Xero Manual Sync

Force immediate sync:

1. Open invoice in Praxi
2. Click Sync to Xero
3. Wait for confirmation
4. View in Xero

Batch sync:

1. Go to Billing → Invoices
2. Select invoices (checkboxes)
3. Click Batch Actions → Sync to Xero
4. Confirm

MYOB Sync

MYOB Company File Issues

"Company file not accessible":

1. Check MYOB subscription is active
2. Verify file is online (not local-only)
3. Check credentials:
   • Go to Settings → Integrations → MYOB
   • Re-enter company file username/password
4. Check user permissions in MYOB

"Company file in use":

• Someone has exclusive access in MYOB
• Close MYOB desktop application
• Or switch to multi-user mode

MYOB Token Expired

MYOB tokens expire periodically.

Symptoms:

• "MYOB connection expired"
• Sync failures
• Status shows "Expired"

To fix:

1. Go to Settings → Integrations → MYOB
2. Click Re-authorise
3. Log in to my.MYOB
4. Select company file
5. Enter company file credentials
6. Click Allow Access

MYOB Account Mapping Errors

"Account code invalid":

1. Account may have been deleted in MYOB
2. Go to MYOB → Account Mapping
3. Update mapping to valid account
4. Retry sync

"Tax code invalid":

1. Tax code disabled in MYOB
2. Update tax mapping in Praxi
3. Retry sync

MYOB Sync Schedule

Sync not running automatically:

1. Check sync is enabled:
   • Go to Settings → Integrations → MYOB
   • Verify Auto-sync is ON
2. Check sync frequency:
   • 15 minutes, Hourly, or Daily
3. Check sync window:
   • May be restricted to business hours

MYOB vs Xero

Feature	MYOB	Xero
Sync speed	Scheduled (15 min+)	Scheduled (15 min+)
Company file	Required selection	Organisation selection
Token expiry	Periodic	60 days
Complexity	Moderate	Simpler

Calendar Sync

Google Calendar Sync

Google Workspace required

Google calendar sync runs through the Google Workspace integration, which requires a paid Google Workspace account with a custom domain — personal @gmail.com accounts are not supported.

Calendar events not syncing:

1. Check connection:

   • Go to Settings → Integrations → Google Workspace
   • Verify status is "Connected"

2. Re-connect if needed:

   • Click Disconnect
   • Click Connect to Google
   • Grant calendar permissions
   • Select calendars to sync

Permissions required:

• View and edit events
• Access calendar list

Sync direction: calendar sync is one-way. Praxi appointments appear in Google Calendar as events. Events in your Google Calendar are not imported into Praxi.

Outlook and Apple Calendar feeds

Outlook and Apple Calendar show Praxi appointments through a calendar feed subscription, not a connected account.

1. Appointments missing or stale: subscribed calendars refresh on the calendar app's own schedule, which can take several hours in Outlook.
2. Feed stopped working: if the feed URL was rotated in Settings → Calendar sync, copy the new URL and subscribe again; the old URL no longer works.
3. Can't edit appointments: subscribed calendars are read-only. Make changes in Praxi.

Calendar Sync Delays

Events not appearing immediately:

Sync Type	Typical Delay
Real-time	1-2 minutes
Scheduled	Up to 15 minutes
Background	Up to 1 hour

Force sync:

1. Go to Calendar → Settings (gear icon)
2. Click Sync Now
3. Wait for confirmation

Calendar Conflicts

Double-booked appointments:

1. Sync conflict detected:

   • Praxi shows warning
   • Choose which to keep

2. Different calendars:

   • Event in Google but not Praxi
   • Manually add to Praxi or sync settings

Resolution:

• Set Praxi as "source of truth"
• Or use Google Calendar for availability only

Medicare Sync Issues

Medicare Claims Stuck

Claim status "Pending" for too long:

1. Check claim was submitted:

   • Go to Billing → Medicare → Claims
   • Verify submission timestamp

2. Check Medicare portal:

   • Log in to HPOS
   • Search for claim
   • Compare status

3. Resubmit if needed:

   • Cancel stuck claim
   • Create new claim
   • Submit

Medicare Remittance Not Matching

Payments not auto-applying:

1. Import remittance:

   • Download from HPOS
   • Go to Billing → Medicare → Remittance
   • Import file

2. Manual matching:

   • For unmatched items
   • Click Match and select claim

3. Review exceptions:

   • Rejected claims
   • Partial payments
   • Rate adjustments

Medicare Connection

"Medicare connection failed":

1. Verify PRODA/Medicare credentials
2. Check provider numbers are valid
3. Re-authenticate in settings

DVA Sync Issues

DVA Claims Not Processing

Check:

1. DVA file number valid
2. Provider registered with DVA
3. Service covered by DVA
4. Card type (gold/white) and covered conditions

Portal check:

1. Log in to DVA portal
2. Search for claim
3. Check status and errors

General Sync Troubleshooting

Sync Log

View detailed sync history:

1. Go to Settings → Integrations → [System]
2. Click Sync Log
3. Filter by:
   • Date range
   • Status (Success, Error, Pending)
   • Type (Invoice, Payment, Contact)
4. Click item for details

Sync Queue

Clearing stuck items:

1. View Pending items in sync status
2. Identify stuck items (old timestamps)
3. Cancel and retry individually
4. Or disable/re-enable sync

Rate Limiting

"Too many requests":

External services have their own rate limits. Praxi also applies rate limiting to protect against excessive requests.

System	External Rate Limit	Wait Time
Xero	60/min	1 minute
MYOB	Varies	15 minutes
Google	1000/day	24 hours

Resolution:

• Wait for rate limit to reset
• Reduce sync frequency
• Batch operations during off-peak

Connection Testing

Test integration connection:

1. Go to Settings → Integrations → [System]
2. Click Test Connection
3. View result:
   • ✅ Connected
   • ❌ Error (with details)

Sync Notifications

Enable sync alerts:

1. Go to Settings → Notifications
2. Enable Integration Alerts
3. Choose channels:
   • Email
   • In-app

Data Integrity

Duplicate Records

Finding duplicates:

System	Check
Xero	Search by name, compare IDs
MYOB	Check customer list
Praxi	Use merge function

Preventing duplicates:

• Always link existing records
• Don't create manually in both systems
• Set one system as "source of truth"

Missing Transactions

Transactions not syncing:

1. Check sync filter:

   • Invoice status (Draft not synced)
   • Date range
   • Account mapping

2. Check error log:

   • May have failed silently
   • Review and fix errors

3. Manual sync:

   • Open transaction
   • Click Sync Now

Reconciliation

tip

Privacy Act 1988 Compliance

All financial records and sync activity are logged in the audit trail and retained for a minimum of 7 years, as required by the Privacy Act 1988.

Weekly check recommended:

1. Run totals report in Praxi
2. Run totals report in accounting system
3. Compare and investigate differences
4. Fix discrepancies before month-end

Sync Settings

Sync Frequency

Configure per integration:

Frequency	Best For
15 minutes	Normal operations
Hourly	Lower volume
Daily	Minimal changes
Manual	Full control

Sync Direction

Direction	Use Case
One-way (Praxi → External)	External is read-only
Two-way	Both systems active
Manual	Control each sync

Pause Sync

Temporarily stop syncing:

1. Go to Settings → Integrations → [System]
2. Toggle Auto-sync OFF
3. Data remains linked
4. Toggle ON to resume

Use cases:

• System maintenance
• Migration
• Troubleshooting

Getting Help

Information to Gather

Item	Where
Sync log entry	Settings → Integrations → Sync Log
Error message	Screenshot
Transaction ID	Invoice/payment details
Timestamps	When sync attempted
External system status	Check Xero/MYOB/Google status

External System Status

Check if external system is down:

System	Status Page
Xero	status.xero.com
MYOB	status.myob.com
Google	status.google.com
Microsoft	status.office.com
Medicare	servicesaustralia.gov.au

Contact Support

• In-app: Help & Support → chat or Send feedback
• Email: hey@praxi.au
• Ticket form: Contact Support

Include: Sync log entries, error messages, steps tried.

Related

• Xero Sync
• MYOB Sync
• Xero Setup
• MYOB Setup
• Calendar Overview

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