See why entries haven't reached your provider
Before you sign a month off, you want a categorical answer to one question: is everything that should be in Xero or QuickBooks actually there, and if not, why not? The Sync status — why isn't everything on the provider? section at the bottom of the month's drawer gives you that answer: a count on each side, and a named reason for every entry that hasn't made it.
Before you begin
- You need access to Accounting → Close. See who can do what.
- Connect your accounting provider first. Without a connection there is nothing for entries to sync to, so the whole month lands under one reason, Disabled.
- The section reads SKU.io's own records and never calls your provider. It tells you what SKU.io has sent and what it hasn't — not what your accountant has since done at the other end. To compare the two sets of numbers, use capture your provider's trial balance and the reconciliation reports instead.
Open the section
- Go to Accounting → Close.
- On the Year board, click the month's tile. Its drawer opens on the right. The section is there whatever the month's state: Open, In Review, Closed, Closed – restated, Hard-locked or Locked, not closed.
- Scroll to the bottom of the drawer and click Sync status — why isn't everything on the provider? to expand it. It's collapsed when the drawer opens.
- Read the two figures at the top of the section. On the provider is the
number of the month's entries that have reached your provider, with their
combined total in brackets. Not synced is everything else, again with a
total. In a messy month those read like
14 (16,167.40)and17 (18,327.62). - After you fix something, click the refresh icon at the top of the section. Its tooltip reads Re-read the period's sync dispositions. Opening a different month reloads the section, but a fix you make in another browser tab doesn't.
The figures are always current. Unlike the reports in Report pack, this section is never saved with a sign-off, so on a month you closed weeks ago it shows today's sync position, not the position on closing day.
Read the reason table
Every entry that is not on the provider appears in exactly one row of the table below the two figures. The table has four columns:
| Column | What it holds |
|---|---|
| Reason | A coloured status chip, with a plain-English explanation underneath |
| Entries | How many of the month's entries carry that status |
| Total | Their combined value |
| (unlabelled) | A View link that opens exactly those entries |
Rows are ordered by size, largest total first, so the reason costing you the most sits at the top.
The chip's colour tells you how much of your attention the row deserves:
- Red — something needs a person: review it, fix it, or decide about it.
- Blue — the entry is in flight. Nothing is wrong; it hasn't landed yet.
- Grey — excluded by design. This is a setting, not a fault.
What each reason means
| Chip | The section's explanation | What to do about it |
|---|---|---|
| Disabled | Excluded by design — not configured to sync to the provider. | Nothing, if that's deliberate. If it isn't, check your accounting connection, the sync settings for that kind of document, and the channel's What gets sent panel in Channel Accounting. A channel set to Always send from a date holds back documents dated before it. |
| Pending Sync | Queued — waiting to sync to the provider. | Wait, then refresh. A queue that never drains is worth raising with support. |
| Syncing | Currently syncing to the provider. | Wait and refresh — this one is mid-flight. |
| Retrying | Retrying after a transient provider error. | Wait. SKU.io is handling it. If a row sits here for a long time, open the entries and read the latest error on them. |
| Needs Attention | Needs attention — review required before it can sync. | Work them from Accounting → Needs Attention, which is the queue built for exactly these. An entry held because your provider already has a document with the same number is covered in resolve an entry held as a possible duplicate. |
| Failed | Failed — the provider rejected the push. | Open the entries, read the rejection, correct the cause, and let them sync again. |
| Conflict | Conflict — changed in both SKU and the provider. | Decide which version is right and resolve the entry. |
| Synced, Deleted | Deleted in the provider after it had synced. | Someone removed the document at the provider's end. Decide whether it should go back or whether the entry should be voided here. |
A month shows only the rows it has, so a short table is normal and a table with all eight would be unusual. A reason you never see is a state your entries have never been in.
Disabled is deliberately one row, not several. An entry can be excluded for more than one underlying reason — no accounting connection, a date before the point your books start syncing, or a document type you have turned off — and the section does not split those apart. Open the entries themselves to see which applies.
Work one reason at a time
- Click View on the row. You land on Accounting → Transactions → All with the Sync filter already set for you, so the list holds exactly the entries behind the count.
- Expect Disabled to be called something else once you get there. The entries list names that same group Auto-off — the filter chip reads Sync: Auto-off, and the Sync column on each row reads Auto-off or Blocked depending on whether you can still push that entry by hand. It is the same set of entries under a second name; nothing has changed between the two screens. Every other reason keeps its name across both.
- Add a Date filter for the month you are closing. The View link filters by status only, so the list you land on also holds entries from other months with the same problem. That is often useful — it shows a pattern rather than one month's symptom — but it means the row count on the list can be larger than the count in the section.
- Fix what the reason calls for.
- Go back to Accounting → Close and click the month's tile again. The Close link on its own opens the Year board with no month open. Your browser's Back button returns you to the month you left.
- Expand Sync status and click the refresh icon. The counts move as entries change status.
- If the month is In Review, click Re-check as well, so the checklist items that watch sync, Entries synced and Needs-attention inbox clear, pick up your work. See fix a failing check.
What the section counts, and what it leaves out
- Documents grouped into a batch are counted once, through the batch, not once per document. If a batch is waiting to sync, you see one entry in the table, not the fifty invoices inside it. See batches and the close.
- Reversed entries and entries removed from the books are not counted. They are no longer part of the month's position.
- On the provider is broader than "Synced". An entry that reached your provider and has since moved on — one waiting to push an edit, one voided there, one locked because it has been paid — still counts as being on the provider, because it is. Only entries that have never landed appear in the reason table.
- Entries are counted against the month their accounting date falls in, using your books' timezone. See month boundaries and timezones.
Entries that sync after the month is closed
Closing a month doesn't stop its entries syncing. An entry still queued, retrying or waiting for review when you close keeps going, and reaches your provider when it can. Nothing in the month's signed-off figures changes, because the entry was already in SKU.io's books.
What does change a closed month is an entry that's created or changed after the sign-off, for example a late bill, or an entry generated from a document that was stuck. It lands in the month on its own date, and the month reads Closed – restated and asks for a re-sign-off. See when a closed month changes.
A month on or before your hard close date is different: it's frozen, so a late entry dated in it doesn't land there. Depending on your locked-period settings, it posts on the first open day after the hard close date or is set aside. See how the hard close date works.
When there is nothing outstanding
With every entry accounted for, the table is replaced by a green message:
Every transaction in this period has reached the provider. Nothing excluded, in flight, or needing attention.
A month with no accounting activity at all reads:
No transactions in this period.
Neither message is a problem. The second one is worth a second look though — if you expected a busy month, check that entry generation is running before you close. See review the ledger.
If the section can't load
The section shows a red message with a Retry button when it can't read the month. Click Retry first; a single failure is usually a passing one. If it persists, check that the month you have selected is one SKU.io can work with at all — a month before your accounting start date, or a month in the future, is refused. See which months you can close.
Next steps
- Fix a failing check: clear the checklist items that this section explains.
- How SKU.io reconciles with Xero and QuickBooks: how the sync position feeds the reconciliation reports.
- Close a month: sign the month off once you have accounted for everything.