Where do I find my Autotask API username and key?
The API username is the email address of the Autotask API user account. The API key (also called the API Tracking Identifier or Secret) is generated when you create the API user in Autotask under Admin > Resources / Users (HR) > New API User. The key is only shown once at the time of creation — if you did not save it, you will need to generate a new one.
What permissions does the Autotask API user need?
At a minimum, the API user needs read access to invoices, contracts, companies, billing codes, and tax codes. If you want upSync to write the Xero invoice number back to Autotask, the API user also needs write access to invoices. A read-only integration security level is sufficient for download-only usage.
Why does upSync fail to detect my Autotask zone?
upSync automatically detects the Autotask data centre zone (the API URL) from your credentials. If detection fails, it usually means the API username is incorrect. Verify that you have entered the exact email address of the API user, not a regular user account. Also check that the API user is active and not disabled in Autotask.
What does “Sync Reference Data” do?
Syncing reference data downloads your Autotask billing codes and tax categories into upSync. These are needed to set up billing code mappings and tax code mappings. Without this step, the mapping pages will be empty. Run it again whenever you add new billing codes or tax categories in Autotask.
Why are some invoices not appearing when I download?
There are several possible reasons:
- The invoice date falls outside your Date From / Date To filter range.
- The invoice has a zero value and the Include Zero-Value Invoices option is not ticked.
- The invoice was already downloaded previously and the Include Already Processed option is not ticked.
- The invoice status in Autotask is not in a state that upSync recognises as a posted invoice (e.g. it is still in draft).
- The Autotask API user does not have permission to see the invoice.
Can I re-download an invoice that was already synced?
Yes. Tick the Include Already Processed checkbox on the download panel and enter the specific invoice number if needed. This will re-import the invoice with a Pending status, allowing you to sync it again.
What does the Lookback Period setting do?
The Lookback Period only applies to Scheduled Sync. When a scheduled download runs automatically, it looks for invoices created or modified within the last n days (7, 14, 30, 60, or 90). A longer lookback period will catch more invoices but may also re-download invoices you have already processed if Include Already Processed is on.
Why is the “Save Xero Invoice Number Back” option not working?
This option requires the Autotask API user to have write access to invoice records. If the API user is read-only, this write-back will silently fail or return an error in the sync log. Check the API user’s security level in Autotask and grant write access to invoices if needed.
