New, upgraded or transferred subscription does not appear for mapping

This article explains what to check when a new, upgraded, transferred, or renewed Microsoft 365 subscription does not appear in Sync 365 for mapping.

When this article applies

Use this article when:

• A newly purchased subscription does not appear in Sync 365.
• An upgraded subscription is missing from the licence table.
• A transferred subscription still shows under the old provider or does not show at all.
• A subscription appears in Microsoft but not in Sync 365.
• A new subscription row does not appear after splitting a licence.

Common causes

• Microsoft data has not refreshed yet.
• The tenant has not refreshed in Sync 365 since the subscription changed.
• GDAP or Partner Center access is missing or expired.
• The subscription is visible in the Microsoft Admin Center but not yet available through the Microsoft APIs used by Sync 365.
• The licence is currently merged, so the subscription is included inside a combined licence row.
• The subscription is cancelled, suspended, expired, or not active in the expected way.
• The customer tenant is linked to the wrong Sync 365 company or PSA company.

Step 1: Check Microsoft first

1. Open Microsoft Partner Center or Microsoft Admin Center.
2. Confirm the subscription exists under the correct customer tenant.
3. Check the subscription status.
4. Confirm the subscription quantity and term.
5. Confirm whether the subscription was newly purchased, upgraded, transferred, renewed, cancelled, or suspended.

Step 2: Check the Sync 365 company

1. Open the customer company in Sync 365.
2. Confirm the correct Microsoft tenant is linked.
3. Refresh or wait for the next scheduled Microsoft data refresh.
4. Check the licence table again.
5. If the licence is merged, use Split to view the subscription rows.

Step 3: Check GDAP and Microsoft access

If the subscription still does not appear, confirm that Microsoft access is working for the tenant.

Check for:

• Expired or missing GDAP relationship.
• Missing Partner Center access.
• Microsoft sign-in, MFA, or Conditional Access errors.
• Token expired or revoked errors.

Step 4: Check Split and Merge state

If the subscription belongs to a licence that already exists in Sync 365, it may be included in the combined licence row.

Use Split to show underlying subscription rows when different subscriptions need different billing profiles, prices, or terms.

Use Merge when all subscriptions under that licence should be billed as one combined licence count.

Step 5: Map the new subscription row

Once the subscription appears, map it to the correct billing profile and PSA agreement or contract.

If automated licence mapping cannot confidently choose the right billing profile, the row may show a Missing Billing Profile alert. Review and map it before billing.

When to wait

It can be normal to wait for Microsoft and Sync 365 refreshes after a recent subscription change.

Wait before raising a support ticket if the subscription was only just created, upgraded, transferred, or renewed.

When to contact support

Contact support if:

• The subscription is visible in Microsoft but still missing after refresh.
• The tenant appears to be linked to the wrong Sync 365 company.
• Splitting the licence does not show the expected subscription row.
• GDAP and Microsoft access appear correct but the data is still stale.
• You are unsure whether the subscription is active, cancelled, suspended, or transferred.

When contacting support, include the company name, tenant name, subscription name, subscription ID if visible, Microsoft status, and a screenshot from Microsoft and Sync 365.

Related articles

• Split and merge subscriptions
• Missing Billing Profile alerts
• GDAP relationship missing, expired or not working
• Microsoft sign-in, MFA and Conditional Access errors