Work through these checks in order. Most sync problems are fixed by step 1 or 2.
1. Check the connection is saved
In the Nomni POS Back Office (head office), open Liven Engage > Settings.
Check the API URL and API Key match Settings > Developer in Liven Engage exactly.
Make sure the URL starts with
https://, has no slash or/api/3at the end, and neither value has spaces before or after it.Click Save, then Sync Contacts.
Did someone recently save settings on the older Campaigns email page in the Back Office? That page uses the same key slot and replaces your Liven Engage key. Re-enter your Liven Engage URL and key on the Liven Engage page.
Was a Liven Engage user removed recently? Each user has their own API key. If the key in your Back Office belonged to that user, it no longer works. Copy a current admin's key and save it again.
2. Check the customer has a valid email
Customers are synced and matched by email address. A customer won't sync if: - they have no email - the email has a typo, such as .con, .vom, gmil.com or .c0m - the email has spaces, accents, emojis or other special characters
Fix the email on the customer profile and save. The customer will sync within a few minutes.
3. Check the timing
What | When it updates |
New or edited customer, name, phone, birthday, tags, membership level | Usually within minutes |
Nomni Loyalty points earned, redeemed or refunded | Usually within minutes |
Spend, visits, stores and products | Once a day, early morning (Sydney time), for customers active in the previous two days |
Brandollars fields | When the customer buys, earns or uses Brandollars |
A purchase made today shows in the spend and product fields tomorrow. Check Liven Engage Last Sync in the Back Office Customers list to see when a customer last synced. A blank value means they haven't synced yet.
4. Two customers, one contact
Liven Engage allows one contact per email. If two POS customers share an email (for example a couple using one address), they appear as a single contact showing whichever one synced last. Give each customer their own email to keep them separate.
5. You've reached your contact limit
Your plan includes a maximum number of contacts. When you reach it, new customers stop arriving. Contact us to check your limit or upgrade. Removing old unsubscribed or bounced contacts can also free up space.
6. Brandollars fields are empty
Brandollars fields fill in when a customer buys, earns or uses Brandollars, and only once your Brandollars connection is set up. If they stay empty after a Brandollars purchase, contact us.
7. Fields look wrong, renamed or missing
A date shows as text, or a field has the wrong type: the field may have been created by hand before the first sync. Contact us and we'll help fix it.
Fields or the All Contacts list were renamed or deleted: the sync finds them by name. Contact us and we'll repair them. Don't recreate them yourself with different settings.
Status Points always shows 0: that's expected. The field isn't in use yet.
Numbers won't compare with "greater than": most synced fields are stored as text. Use is or contains instead.
8. The Sync Contacts message said success, but nothing arrived
The Sync Contacts button always shows a success message, even if the sync hit a problem in the background. If customers still haven't arrived after an hour, contact us.
9. Customers from another business appear in your account
Contact us immediately and don't delete or edit those contacts. We'll investigate as a priority.
Still stuck?
Message us in the chat, email support@nomni.ai or call 1300 445 483 with: - your business name - an example customer's email or member code - when they were created, edited or last purchased - a screenshot of their contact in Liven Engage, and of their profile in the POS Back Office
Please don't send your API key.
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