Quick answer: In the Nomni POS Back Office (head office), open Nomni Marketing > Settings . Check the API URL and API Key match Settings > Developer in Nomni Marketing exactly. Then follow the steps below.

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 Nomni Marketing > Settings.
Check the API URL and API Key match Settings > Developer in Nomni Marketing exactly.
Make sure the URL starts with https://, has no slash or /api/3 at 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 Nomni Marketing key. Re-enter your Nomni Marketing URL and key on the Nomni Marketing page.

Was a Nomni Marketing 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 Nomni Marketing 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

Nomni Marketing 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

Still stuck?

Message us in the chat, email [email protected] 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 Nomni Marketing, and of their profile in the POS Back Office

Please don't send your API key.

Check that your customer sync to Nomni Marketing (Liven Engage) is working: In Nomni Marketing, open Contacts. Open the All Contacts list. The number should be close to the number of customers in Nomni POS who have a valid email. It won't match exactly, because customers without a valid email are skipped and customers sharing an email become one contact. T
Connect Nomni POS to Nomni Marketing (Liven Engage): Log in to Nomni Marketing. Click Settings (the gear icon), then Developer.
Customer data that syncs to Nomni Marketing (Liven Engage): Once Nomni POS is connected, each customer with a valid email arrives in Nomni Marketing as a contact on the All Contacts list, with the details below. You can use any of them in segments, automations and personalisation. F

Check your existing customers arrived

Follow these steps:

In Nomni Marketing, open Contacts.
Open the All Contacts list. The number should be close to the number of customers in Nomni POS who have a valid email. It won't match exactly, because customers without a valid email are skipped and customers sharing an email become one contact.
Open a few contacts and check they have fields such as Member Code, Reward Points and Registered On.

Full guide: Check that your customer sync to Nomni Marketing (Liven Engage) is working.

Troubleshooting: customers aren't syncing to Nomni Marketing (Liven Engage)