What if a job, milestone, or worker is missing in Protiv?

Purpose

Sometimes a job, milestone, or worker is in your integration but doesn't show in Protiv. This article walks you through how to find it.

By the end, you'll know whether it's a sync timing issue, an exclusion rule, or something to escalate.

When To Use This

Use this when:

You added a worker in Aspire/Jobber/etc. and they're not in Protiv yet
A job is in your integration but missing from the Protiv jobs list
A milestone you expected isn't visible

Quick Path

Check sync timing — Has at least one sync cycle passed?
Check sync status — Is the integration connected and healthy?
Check exclusion rules — Is the record being excluded on purpose?
Check the source record — Is it actually saved and active in your integration?
Trigger a manual resync — If supported by your integration
Contact support — If steps 1-5 don't surface it

Step-by-Step

Step 1: Check sync timing

Different integrations sync at different speeds:

If you just added something in your integration, give it one full cycle before assuming there's a problem.

Step 2: Check sync status

Go to Settings → Integrations and look at your active integration card.

If it shows:

Connected / Active — Sync is working
Pending — First sync hasn't completed yet
Failed — There's a problem; this is why your data isn't appearing

If failed, try disconnecting and reconnecting. If that doesn't work, contact support.

Step 3: Check exclusion rules

Protiv lets you exclude certain jobs from generating ProPays. The most common exclusion patterns:

Service type (e.g. "warranty work")
Invoice type (e.g. "internal jobs")
Job name pattern (e.g. anything starting with "TEST")
Specific properties

Go to Settings → ProPays → Exclusions. Look for a rule that might match the missing record.

If a job matches an exclusion rule, it syncs into Protiv but doesn't generate a ProPay. The job IS in Protiv — it just won't appear in your ProPay list. Check the Jobs page directly.

Step 4: Check the source record

Go back to your integration. Verify:

The record is saved (not in draft state)
The record is active (not canceled or archived)
The record has the fields Protiv needs (e.g. a job needs an assigned crew or manager)

Common issue: a job exists in your integration but is in a status Protiv ignores. Most integrations have at least one status that doesn't sync.

Step 5: Trigger a manual resync

Some integrations support manual resync.

If the missing record is recent and important, a manual resync will catch it without waiting for the next scheduled sync.

Step 6: Contact support

If you've worked through steps 1-5 and the record still isn't there:

Email help@protiv.com
Include the integration name, the record name or ID, and what status it's in
Mention any sync errors you saw

Support can pull sync logs and diagnose what happened.

Special Cases

Worker is in your integration but won't show in Protiv

Most likely causes:

The worker doesn't have a wage set in your integration
The worker is marked inactive
The worker hasn't been assigned to a route or branch (for branch-scoped customers)

Milestone is missing but the parent job is there

The milestone may be in a status Protiv excludes (canceled, draft)
Milestones with zero hours and zero budget sometimes don't sync on first pass

Job has the wrong budget

That's usually a budget configuration issue, not a sync issue
See the "How do I add missing budget info to a job?" article

Common Mistakes & How To Fix Them

"It's been 5 minutes and it's not there" Wait at least one full sync cycle. For Aspire that's 20 minutes.
"It's been a day and it's not there" Now it's worth investigating. Start with sync status (step 2).
"It's there but in the wrong place" Check route assignments, branch mappings, and division assignments in your integration.

How do workers, jobs, and milestones get into Protiv?
How does Protiv connect to Aspire?
How do I add missing budget info to a job?
Why isn't my Aspire data syncing?