Manually Sync Subscription Quantity from the Provider to Work 365

Applies To: Work 365 Billing Contracts, automatic provider integrations such as Microsoft Partner Center

Overview

If a subscription quantity was changed in the provider portal and you need Work 365 to reflect that change immediately, run Sync Subscriptions from the related Billing Contract. Work 365 documents this action on the Billing Contract for subscriptions from automatic providers, and it uses the Billing Contract as the billing container for subscriptions and invoicing.

Before You Begin

Before you run the sync, confirm the Provider Account is mapped to the correct CRM Account. Work 365 defines Provider Account as the mapping between the provider and the Account record in Work 365, and its provider-account sync guidance says mapping is completed from the Provider Account list after sync.

Confirm the provider connection is healthy. Work 365’s integration guides use Verify Connectivity as the standard validation step after saving connectors such as TD SYNNEX Stellr and Pax8, and then direct admins to continue with provider-account sync after connectivity is confirmed.

Confirm your user has the right Work 365 permissions. Work 365’s security-role guidance states that Work 365 Provisioning can sync subscriptions, and Work 365 Billing can create Billing Contracts and subscriptions.

For Microsoft Partner Center, confirm the connector is still valid in the correct tenant. Work 365’s current Partner Center documentation requires both Admin Consent and User Consent on the Entra tenant that hosts the Partner Center instance.

Resolution

Step 1: Open the correct Billing Contract

In Work 365, switch to Subscription Management, open Billing Contracts, and open the correct Billing Contract for the customer. Work 365 documents the Billing Contract as the record that contains subscriptions used for billing and invoicing.

Step 2: Run Sync Subscriptions

From the Billing Contract, open the Work 365 menu and select Sync Subscriptions. Work 365’s subscription-sync article documents this exact action from the Billing Contract record.

Step 3: Select the returned subscriptions

In the sync pop-up, review the subscriptions returned, select the subscriptions you want to sync into the Billing Contract, and click Proceed. This is the documented standard flow for bringing automatic-provider subscriptions into Work 365.

Step 4: Refresh and review the results

After the sync completes, refresh the Billing Contract and review the related subscriptions. Work 365’s Subscription Sync Report is the recommended place to confirm which fields changed during a manual or automatic subscription sync. Work 365 states that the report reflects changes made through both manual and automatic sync, and can show updated fields such as pricing changes coming from the provider.

Important Note

This process is a subscription refresh/import action, not a provisioning action. Work 365 documents subscription sync as the process used to pull subscriptions from an automatic provider into a Billing Contract, while Work 365 Jobs and Scheduled Jobs are separate automation mechanisms used for on-demand and fixed-interval background processing.

Troubleshooting

Nothing changes after the sync

First confirm the quantity change already exists in the provider portal. Then review the Subscription Sync Report, which Work 365 says reflects changes made through manual or automatic sync and can show which fields were updated. Also recheck the Provider Account mapping and rerun Verify Connectivity for the provider connector. For Partner Center, also recheck the consent state if needed.

The sync appears to fail or returns errors

Review the related Work 365 Job and the Exceptions Dashboard. Work 365 documents Jobs as on-demand background processing tasks, and the Exceptions Dashboard highlights subscription records with missing data such as Customer, Billing Contract, or Subscription Price Data that can block downstream billing outcomes.

The sync succeeds, but you still do not see the updated quantity

Review the Subscription Sync Report first to confirm whether Work 365 detected and processed the provider-side change. If the report does not show the expected update, validate the provider-side quantity again and confirm the subscription is tied to the correct Billing Contract and provider mapping before retrying.