--- title: Sync doesn't update or find the existing Xero contact description: During the sync process a new contact is created in Xero instead of the existing contact being updated. --- [Skip to content](https://kb.clouddepot.com/knowledge/creating#main-content) English Show submenu for translations ![CoudDepot\_LOGO\_RGB.png\]](https://kb.clouddepot.com/hs-fs/hubfs/CoudDepot_LOGO_RGB.png?height=40&name=CoudDepot_LOGO_RGB.png) - [Read Our Blog](https://blog.clouddepot.com/) Open main navigation Close main navigation - [Read Our Blog](https://blog.clouddepot.com/) - English Show submenu for translations - [Go to clouddepot.com](https://www.clouddepot.com/) [Go to clouddepot.com](https://www.clouddepot.com/) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Cloud Depot Knowledge Base](https://kb.clouddepot.com/knowledge?hsLang=en) 2. [Product - Autotask to Xero](https://kb.clouddepot.com/knowledge/product-autotask-to-xero?hsLang=en) 3. [Troubleshooting](https://kb.clouddepot.com/knowledge/product-autotask-to-xero?hsLang=en#troubleshooting) # Sync doesn't update or find the existing Xero contact ## During the sync process a new contact is created in Xero instead of the existing contact being updated. By default,  contact names need to match exactly between Autotask and Xero, the search feature is **case sensitive**. It is possible to turn off case sensitivity on your account under Xero Options - \> Advanced Options ![](https://kb.clouddepot.com/hubfs/image-png-Jun-23-2021-09-08-07-30-AM.png) ### Issue: The sync in unable to find the existing contact in Xero? Possible Reason(s) **1. By default, the search is case sensitive, spaces etc. Do the names match exactly between Autotask and Xero?** To resolve: -  Log into Autotask locate the Autotask account then copy the account name (windows ctrl-c) ![](https://kb.clouddepot.com/hs-fs/hubfs/image-png-Jun-01-2021-09-10-33-18-AM.png?width=228&name=image-png-Jun-01-2021-09-10-33-18-AM.png)  - Log into Xero and locate the company the invoice is to sync to.  ![](https://kb.clouddepot.com/hs-fs/hubfs/image-png-Jun-01-2021-09-13-36-04-AM.png?width=245&name=image-png-Jun-01-2021-09-13-36-04-AM.png) - Replace the Xero name with the Autotask name that you just copied and save changes. ![](https://kb.clouddepot.com/hs-fs/hubfs/image-png-Jun-01-2021-09-14-57-42-AM.png?width=319&name=image-png-Jun-01-2021-09-14-57-42-AM.png) [Re-sync the invoice the faulting invoice, repeat this for any other invoices that have the same issue.](https://kb.clouddepot.com/knowledge/how-to-resync-an-in?hsLang=en) **2. The name in Autotask or Xero has changed recently?** To resolve, log into Autotask and Xero and compare the company names, make the necessary adjustments to match the names then [re-sync the invoice.](https://kb.clouddepot.com/knowledge/how-to-resync-an-in?hsLang=en) **3. The Autotask name contains invalid or invisible characters** To resolve, please review the link below on instructions on how to remove. **[The Autotask account name has invalid characters](https://kb.clouddepot.com/knowledge/removing-hidden-characters-from-autotask-name?hsLang=en)** ### Other resolutions [Our sync tool has the ability to use Account numbers as a primary matching method between Autotask and Xero.](https://kb.clouddepot.com/knowledge/autotask-account-number-mapping?hsLang=en)   - [Product - Autotask to Xero](https://kb.clouddepot.com/knowledge/product-autotask-to-xero?hsLang=en#main-content) - [Getting Started](https://kb.clouddepot.com/knowledge/product-autotask-to-xero?hsLang=en#getting-started) - [Setup](https://kb.clouddepot.com/knowledge/product-autotask-to-xero?hsLang=en#setup) - [Troubleshooting](https://kb.clouddepot.com/knowledge/product-autotask-to-xero?hsLang=en#troubleshooting) - [Product - Recurring Payment Service (RPS)](https://kb.clouddepot.com/knowledge/product-recurring-payment-service-rps?hsLang=en#main-content) - [Getting Started](https://kb.clouddepot.com/knowledge/product-recurring-payment-service-rps?hsLang=en#getting-started) - [Customers & Invoices](https://kb.clouddepot.com/knowledge/product-recurring-payment-service-rps?hsLang=en#customers-invoices) - [Payment Rules & Auto Pay](https://kb.clouddepot.com/knowledge/product-recurring-payment-service-rps?hsLang=en#payment-rules-auto-pay) - [Customer Portal](https://kb.clouddepot.com/knowledge/product-recurring-payment-service-rps?hsLang=en#customer-portal) - [Surcharges](https://kb.clouddepot.com/knowledge/product-recurring-payment-service-rps?hsLang=en#surcharges) - [Payment Gateways](https://kb.clouddepot.com/knowledge/product-recurring-payment-service-rps?hsLang=en#payment-gateways) - [Troubleshooting](https://kb.clouddepot.com/knowledge/product-recurring-payment-service-rps?hsLang=en#troubleshooting) - [Product - HostedPay](https://kb.clouddepot.com/knowledge/product-hostedpay?hsLang=en) - [Integrations](https://kb.clouddepot.com/knowledge/integrations?hsLang=en#main-content) - [Xero](https://kb.clouddepot.com/knowledge/integrations?hsLang=en#xero) - [Autotask](https://kb.clouddepot.com/knowledge/integrations?hsLang=en#autotask) - [HaloPSA](https://kb.clouddepot.com/knowledge/integrations?hsLang=en#halopsa) - [Support, security & updates](https://kb.clouddepot.com/knowledge/support-security-updates?hsLang=en) - [Billing and Accounting](https://kb.clouddepot.com/knowledge/billing-and-accounting?hsLang=en) - [Setting up Cloud Depot](https://kb.clouddepot.com/knowledge/setting-up-cloud-depot?hsLang=en) - [Cloud Depot Status and Contacting Support](https://kb.clouddepot.com/knowledge/cloud-depot-status-and-contacting-support?hsLang=en#main-content) - [View Service Status](https://kb.clouddepot.com/knowledge/cloud-depot-status-and-contacting-support?hsLang=en#view-service-status) - [Support](https://kb.clouddepot.com/knowledge/cloud-depot-status-and-contacting-support?hsLang=en#support) - [Sync Customization Documentation](https://kb.clouddepot.com/knowledge/sync-customization-documentation?hsLang=en) - [Read Our Blog](https://blog.clouddepot.com/) # Cloud Depot Cloud Depot Help Center Copyright © 2026, Cloud Depot