Overview
This article covers the most common Unleashed sync errors suppliers encounter when syncing orders between Ordermentum and Unleashed. Each error below includes why it happens and how to fix it.
If you use the Unleashed integration and see an order stuck or a customer failing to sync, find the matching error below.
Common sync errors and fixes
"Existing Order not in valid Status for Modification"
Why it happens
This error fires when Unleashed has already moved the sales order beyond the status the integration is allowed to touch. Specifically, the sales order has moved out of Placed status in Unleashed (e.g., Completed, Parked, or Backordered, depending on your default sales order status setting). Once out of Placed status, Unleashed no longer allows edits via the integration.
How to fix it
Edit the order directly in Unleashed — it's no longer editable from the Ordermentum side.
"Error creating Customer [Name] in Unleashed"
Why it happens
Ordermentum tried to automatically create a new customer in Unleashed, but the request was rejected. This is usually because:
A customer with the same or a very similar name already exists in Unleashed
The customer record is missing required information
The customer name contains invalid characters or formatting
How to fix it
In Unleashed, go to Sales > Customers and search for the customer name to check whether a similar record already exists.
If the customer doesn't exist in Unleashed, create the customer manually and assign them a unique customer code.
In Ordermentum, go to Settings > Integrations > Unleashed > Customer Fields tab.
Find the customer, enter the customer code you created in Unleashed, then press Enter to save.
Trigger a resync.
"Error querying SalesOrder in Unleashed"
What it looks like: Error querying SalesOrder in Unleashed for order (CustomerRef) OMO4888, customerCode: 24576
Why it happens
Ordermentum couldn't find or verify the sales order in Unleashed. Common causes:
The customer code doesn't match exactly between the two systems (it's case- and space-sensitive)
The customer has been archived, deleted, or renamed in Unleashed
Your Unleashed API ID and API Key have expired or been regenerated
How to fix it
Go to Settings > Integrations > Unleashed > Customer Fields and verify the customer code matches exactly what's in Unleashed.
In Unleashed, check Sales > Customers to confirm the customer still exists and hasn't been archived or deleted.
Go to Settings > Integrations > Unleashed and confirm your API ID and API Key are still valid. Update them in Ordermentum if they've been regenerated.
Check the integration logs for more specific error details.
If the customer code was incorrect, update it in Customer Fields and support to a resync.
"Failed querying Unleashed for Product"
Why it happens
Ordermentum couldn't find the product in Unleashed during the sync. Common causes:
The product SKU in Ordermentum doesn't match the product code in Unleashed exactly
The SKU has leading or trailing spaces — even one space causes a mismatch
The SKU contains special characters that prevent matching
The product doesn't exist in Unleashed, or exists but is set to inactive
How to fix it
Check the product details — confirm the SKU matches exactly (case-sensitive, no typos, no leading/trailing spaces or special characters), and that the product exists in Unleashed and is active.
Trigger a resync — click the resync button, or edit and save the entire order.
⚠️ If the order is already marked Paid, resyncing won't work even after correcting the SKU. The invoice must be entered manually in Unleashed.
"Invoice Line '1': A product with Id or code does not exist"
Why it happens
The order includes a line item (product code) that Unleashed can't match against its catalogue. This typically happens because:
The product was deleted or archived in Unleashed after the mapping was originally set up
The product code was never created in Unleashed, or was renamed/recoded on the Unleashed side
How to fix it
In Unleashed, go to Inventory > Products and search for the product name or code.
If it exists with a different code (e.g., a trailing space), update it to match exactly what's in Ordermentum.
If it doesn't exist, create the product in Unleashed.
Trigger a resync — click the resync button, or edit and save the entire order.
Error: "Cannot create order. This customer is obsolete."
Why it happens
A customer changed their ABN (for example, due to a business sale or change of ownership) and a new Ordermentum profile was created, but the old customer code was still mapped in Customer Fields.
How to fix it
Go to Settings > Integrations > Unleashed > Customer Fields.
Find the customer and enter the correct (new) customer code.
Press Enter — don't click away or tab out first, or the change won't save.
Trigger a resync — click the resync button.
FAQs
Why does resyncing not work on a Paid order?
Why does resyncing not work on a Paid order?
Once an order is marked Paid, SKU or product corrections won't trigger an automatic resync. The invoice must be entered manually in Unleashed.
Why did my customer code change revert after I updated it?
Why did my customer code change revert after I updated it?
Press Enter after typing the new code in Customer Fields. Clicking away or tabbing out without pressing Enter discards the change.
Can I edit an order in Ordermentum after it's synced to Unleashed?
Can I edit an order in Ordermentum after it's synced to Unleashed?
Only while it's still in Placed status in Unleashed. Once it moves to Completed, Parked, or Backordered, edit it directly in Unleashed.
Need more help?
If these steps don't resolve your sync error, contact Ordermentum support with the affected order number(s), customer or product name, and (if relevant) your Unleashed API ID.
📧 Email: support@ordermentum.com
💬 Chat: Use the chat bubble at the bottom-right of your Ordermentum screen