Missing Billing Profile alerts

A Missing Billing Profile alert means Sync 365 has found a Microsoft 365 licence, subscription row, or billing item that does not yet have a billing profile assigned.

Billing profiles tell Sync 365 which PSA product, service, agreement, or contract line should be used when updating your PSA. If an item has no billing profile, Sync 365 cannot safely bill it.

What this alert means

The alert normally means one of these things:

• A new Microsoft licence or subscription has appeared.
• A licence has not yet been mapped to a billing profile.
• A licence has been split into subscription rows and one or more subscription rows still need mapping.
• The item should not be billed and needs to be excluded.
• The linked PSA product or billing profile has changed and needs review.

How to find the affected rows

1. Log in to Sync 365.
2. Open the affected company.
3. Look for the Missing Billing Profile alert or count.
4. Click the alert/count.
5. Sync 365 should take you to, or highlight, the exact rows that need attention.

If the alert does not take you to the affected rows, refresh the page and try again. If it still does not show the rows, contact support with a screenshot of the alert and the company page after clicking it.

What to do with each highlighted item

1. The item should be billed

Select the correct billing profile and agreement/contract for the item, then save the mapping.

Use this when the licence or subscription row should appear on the customer’s PSA agreement/contract and be billed normally.

2. The item should not be billed

Exclude the licence or subscription row if it should never be billed for this customer.

This is common for free licences, trial licences, internal-use licences, or licences that are included in another service.

3. The item appears because the licence is split into subscription rows

If a licence is split, each subscription row may need its own billing profile.

This is useful when the same licence exists with different terms, such as monthly commitment and annual commitment, and each should use a different PSA product or price.

If all subscriptions for the licence should be billed the same way, you can merge the subscription rows back into a single licence row and map the merged licence.

4. The item is suspended, cancelled, or expired

Review whether it should still be billed. Some Microsoft NCE subscriptions may remain relevant until the commitment end date, even if they are no longer active in the way you expect.

If you are unsure, check the subscription dates and your billing policy before excluding it.

Split, Merge, and default licence view

Sync 365 now uses Split and Merge controls in the licence table to manage subscription-level rows.

• Split: shows the underlying subscriptions separately so each row can be mapped independently.
• Merge: combines subscriptions into one licence row when they can be billed the same way.

You can also set your default display in Tools > Settings > Default licenses view, choosing either Licenses or Subscriptions.

Common causes

• A new licence SKU was added to the tenant.
• A new NCE subscription was created after an upgrade, renewal, or term change.
• A licence was split into subscription rows and those rows now need billing profiles.
• A billing profile was not created for the matching PSA product or service.
• The PSA product linked to a billing profile was deleted or made inactive.
• A free, trial, or non-billable item has not been excluded.

Best practice

• Create billing profiles for each Microsoft licence and commitment type you sell.
• Use clear billing profile names, especially for NCE terms such as monthly/monthly, annual/monthly, and annual/annual.
• Use Split when subscriptions need different billing treatment.
• Use Merge when all subscriptions for a licence can be billed the same way.
• Exclude licences that should never be billed.
• Review Missing Billing Profile alerts before running customer billing.

When to contact support

Contact support if:

• The alert count does not open or highlight the affected rows.
• The highlighted rows do not match the count shown.
• You mapped or excluded the item but the alert remains.
• The item points to a PSA product or service that no longer exists.
• You are unsure whether a cancelled, suspended, or expired subscription should still be billed.

When contacting support, include the affected company, the licence or subscription name, the subscription ID if visible, and a screenshot of the highlighted rows.

Related articles

• Billing Profile Naming Best Practices
• License Mapping/Configuration Options
• Split and merge subscription rows, duplicate counts and default licence view
• Billing Profile Error – Invalid or Missing Product
• Global License Exclusions