Manually Sync Subscriptions from Provider to Work 365

Modified on Tue, Nov 11 at 5:07 PM

Applies To: Work 365 (Billing Contracts)
Audience: Billing Admins, Support, System Admins

Overview

Use Manual Sync when a subscription or quantity change was made in the provider portal (Microsoft Partner Center, Ingram, TD SYNNEX, etc.) and you need those updates reflected in Work 365 right away. This action pulls data from the provider → into Work 365.

Note: Provisioning is the reverse flow (Work 365 → provider).

Key Concepts

Provider Account Mapping – The provider’s customer (tenant) must be mapped to the correct CRM Account so imported items land on the right customer.
Provider Connectivity / Consent – Your provider connection must be authorized (Providers → Verify Connectivity) or imports will fail.
Offer / Product Mapping – Provider Offer IDs / PPNs must map to Work 365 Products so new subscriptions can be created correctly.
License Change Logs (LCLs) – Manual Sync writes changes into Work 365 via LCLs for audit and billing.

Prerequisites

The Provider Account is mapped to the CRM Account.
Provider connectivity/consent is valid (Providers → Verify Connectivity).
Product/Offer mappings exist for any new offers you expect to import.
Permissions: ability to view/edit Billing Contracts and run Work 365 commands (e.g., Billing Manager / Admin).

How It Works (Step-by-Step)

Open the Billing Contract for the customer in Work 365.
In the ribbon, open the Work 365 menu → Sync Subscription.
In the popup:
- You’ll see new subscriptions found at the provider that aren’t in Work 365 yet.
- Select items to Import. If prompted, choose the Provider.
- Click Proceed to run the sync.
When the sync completes, close the popup and refresh your browser tab to see updates on the Billing Contract and Subscriptions.

Important Behavior

Quantity-only changes: The popup may show no new items—that’s expected. Click Proceed anyway and Work 365 will pull updated quantities for existing subscriptions.
New subscriptions: Selected items are created under the Billing Contract. Review product/offer mapping and pricing after import.
Effective dates & LCLs: Changes are recorded as LCLs. If something looks off, review the LCLs on the subscription.

Use Cases

You added/removed licenses directly in the provider portal and need Work 365 updated now.
You’re reconciling a provider vs. Work 365 quantity mismatch.
You ran a migration and want to validate that all new offers appear in Work 365.
A customer took a self-service action outside Work 365 and it must be reflected for billing.

Troubleshooting

Nothing imports / no change visible

Confirm the Provider Account is mapped to the same CRM Account.
Run Providers → Verify Connectivity and renew consent if required.
For new items, ensure offer/product mapping exists; unmapped offers cannot be created.

Errors in the popup or job

Open the related Work 365 Job or Exceptions Dashboard for details.
Fix the root cause (missing mapping, inactive product, permissions), then run Sync Subscription again.

Still not visible after success

Hard refresh the browser or re-open the Billing Contract.
Confirm the subscription actually exists/changed at the provider.

Known edge cases

Deleted locally, still active at provider: The subscription can reappear after sync.
Multiple providers or tenants: Select the correct provider, and ensure the tenant is mapped to the same Account.
Sandbox refresh: Re-validate consent and mappings post-refresh.

Best Practices

Run Manual Sync immediately after making provider-side changes (adds/removals/quantity updates).
Keep offer/product mappings current to avoid failed imports.
For bulk work, sync in smaller batches, validate, then continue.
After imports, spot-check LCLs and pricing on affected subscriptions.
Use the Exceptions Dashboard to keep provisioning/import health clean.

FAQs / Common Questions

The popup is empty. Should I still proceed?
Yes—if you’re syncing quantity changes, the list may be empty. Click Proceed to refresh quantities on existing subscriptions.

Does Manual Sync create invoices?
No. It only updates Work 365 data. Invoicing runs separately based on Billing Contracts and LCLs.

Can I sync from somewhere else (e.g., Account)?
Manual Sync is designed from the Billing Contract so new/updated items land in the correct billing container.

What permissions do I need?
Rights to view/edit Billing Contracts and run Work 365 commands; provider admin rights to maintain connectivity/consent.

Will it recreate a subscription I deleted locally?
Yes—if the provider still has the subscription active, it can reappear on the next sync (deleting in Work 365 does not delete at the provider).

Can I undo a Manual Sync?
You can manually adjust or remove imported items (and related LCLs) in Work 365. Provider-side changes remain as they are.

Summary

Manual Sync is your pull mechanism to bring provider-side changes into Work 365 from the Billing Contract. For quantity-only updates, the popup may be empty—click Proceed to refresh. Keep provider mappings and consent current, validate results, and use the Exceptions Dashboard to stay ahead of issues.