PSA Account Visibility Troubleshooting

If a customer is missing from Gradient reconcile when you expect to see them, the cause is almost always something on the PSA side that controls whether Gradient is allowed to pull that account in. This article walks through the most common reasons and the fix for each, with a section dedicated to Autotask and ConnectWise specifically.

Use this article when

A customer is in your PSA but not appearing in account mapping in Gradient
You see two versions of the same customer in the mapping list with different IDs
You added a new customer to your PSA and they are not showing up in Gradient
Some agreement types are syncing but others are not

Step 1: Did you run a Full PSA Sync?

Gradient pulls PSA data on a schedule, not in real time. If you added the customer or made the change recently, Gradient may simply not have synced yet.

Settings → PSA Configuration → Start Full Sync
Wait for the sync to complete (10 to 30 minutes for most PSAs)
Re-check the account mapping screen

When in doubt, sync first

Any time you change something in your PSA (new customer, new agreement, modified product, changed account type), run a Full PSA Sync. Most “my customer is missing” tickets resolve themselves after a sync.

Autotask: the most common visibility blockers

Autotask has the most account-visibility rules of any PSA Gradient integrates with. These rules exist for good reasons in Autotask, but they can hide customers from Gradient if you do not know about them.

1. Account Type must be Customer

Gradient only pulls accounts whose Account Type is set to Customer. Prospects, Vendors, Partners, and other account types are deliberately excluded.

To check or fix:

Open the account in Autotask
Look at Account Type in the company record
If it is anything other than Customer, you have two choices:

Change Account Type to Customer (recommended if they are actually a paying customer)
Leave it as-is (Gradient will continue to ignore them)

Why your service card might show “clientName”

If any service card in Gradient shows literal text like “clientName” instead of the actual company name, it means an active contract exists for an account that does not have Account Type = Customer. Update the Account Type in Autotask, then run a Full PSA Sync.

2. The customer has no active contract with a recurring service

Gradient does not pull accounts that have no billable, recurring contracts. If the customer exists in Autotask but has only one-time contracts, or has no contracts at all, they will not appear.

Check	Fix
Does the customer have at least one active contract?	Create or activate a contract
Is the contract Active (not Cancelled, Expired, or Pending)?	Activate or extend the contract
Does the contract contain a Recurring Service?	Add at least one Recurring Service to the contract
Is the contract within the date range that's currently active?	Adjust start or end dates

3. API user permissions

The Autotask API user Gradient connects with needs specific permissions. If you have recently changed security levels or rotated the API user, certain accounts can become invisible. The Datto Autotask Integration Guide lists the full required permission set. The most commonly-missed permission is All permission to Customer & Cancellation under CRM.

ConnectWise: the most common visibility blockers

1. Agreement Billing Cycle is set to None

Gradient only syncs agreements with a recurring billing cycle. If an agreement has Billing Cycle = None, the agreement and the customer associated with it will not appear in Gradient.

Open the agreement in ConnectWise
Check Billing Cycle
If it is None, change it to Monthly, Quarterly, Annual, or whatever matches your billing cadence
Run a Full PSA Sync

2. The ConnectWise Recycle Bin

This is the source of one of the most confusing situations: you see the same customer name twice in the mapping list with different PSA IDs. One is the active company, the other is a recycled (deleted but recoverable) version.

To identify which is which:

In ConnectWise, navigate to Companies
Look at the RecId field for each version
Cross-reference the active company's RecId with what you see in Gradient
Map to the active RecId
If you want to clean up, empty the recycle bin: System → Mass Maintenance → Company Recycle Bin

3. Security role permissions

The ConnectWise security role used for Gradient needs specific permissions across Companies, Finance, Agreements, Procurement, Service Desk, and System tables. The most commonly-missed are:

Inquire on Company Maintenance
Add, Edit, Inquire on Agreements (with the right agreement types in the Allow list)
Inquire on Product Catalog
Customize on Table Setup with Company Status, Company Type, Billing Cycle, and Service Board set to Allow

Full details are in the ConnectWise Manage Integration Guide.

If you changed agreement types recently

If you previously allowed certain agreement types and then removed them from the security role, those agreements may stay in Gradient as stale data. Contact support@meetgradient.com to clean them out, or push a Full PSA Sync and verify the affected agreements disappear from the dashboard.

4. Custom company statuses

ConnectWise lets you customize even the default company statuses, and Gradient's API filter relies on standard status types. If you have heavily customized statuses, some accounts may be invisible because Gradient cannot reliably filter against editable statuses.

If you suspect this is your issue, contact support@meetgradient.com with the customer name. We can investigate the specific status configuration.

Other PSAs

HaloPSA

Check	Fix
Is HaloPSA running version 2.146 or newer?	Upgrade to the latest version to ensure all sync improvements are available
Does the client have at least one active recurring invoice line item?	Add or activate a recurring service
Is the API user's role permission set correctly?	Reference the HaloPSA Integration Guide for the required role permissions

Syncro

Check	Fix
Does the customer have a recurring invoice line item?	Add at least one recurring line
Are the API token permissions still set correctly?	Re-create the token using the permissions listed in the Syncro Integration Guide

Kaseya BMS and Pulseway

Both follow the same general pattern: the customer must have an active, recurring billable contract, and the API user must have the documented permissions. See the Kaseya BMS Integration Guide and Pulseway PSA Integration Guide for platform-specific notes.

Special case: multi-site customers

If your customer has multiple physical locations or business units that exist as separate accounts in your vendor portal but as a single company in your PSA (or vice versa), this is a mapping decision, not a visibility problem. The customer will appear in Gradient — you just need to decide how to map them.

Your situation	Recommended mapping
Multiple vendor sites, one PSA company	Map all vendor sites to the same PSA company. Gradient will aggregate counts.
One vendor account, multiple PSA companies	Map to whichever PSA company actually carries the billing for that vendor service
Each location has its own PSA company and its own vendor account	One-to-one mapping per location

Consolidating later is harder than mapping carefully now

If you are not sure how to handle multi-site, lean toward mapping vendor data to the PSA company that holds the billing. Splitting later is a manual data exercise; aggregating later requires re-mapping.

For more on mapping mechanics: Integration Account and Service Mapping.

Still stuck? What to send support

Email support@meetgradient.com with:

The customer's name in your PSA
The customer's account ID or RecId in your PSA
Which PSA you are using
Whether the customer has at least one active recurring agreement or contract
A screenshot of the customer's record in your PSA showing Account Type, Status, and Agreements

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