> For the complete documentation index, see [llms.txt](https://docs.rivalryze.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.rivalryze.com/connecting-gaming-platforms/troubleshooting-sync.md).

# Troubleshooting Sync Issues

If your achievements, trophies, or rank aren't showing up correctly, work through this checklist before contacting support.

## 1. Check if the platform is connected

Open **Account Settings → Connections** and confirm the platform shows as **Connected**. If the connection has expired (this can happen after a long period of inactivity), reconnect it.

## 2. Check your profile privacy

The single most common cause of sync failures is **a private profile** on the source platform. Each platform has different settings:

* **Steam** — profile + game details must be **Public**. ([Steam guide](/connecting-gaming-platforms/steam.md#make-sure-your-steam-profile-is-public))
* **PSN** — trophies must be set to **Anyone** (Gaming | Media in PSN privacy) AND the PlayStation connection on your Discord account must have **"Display on profile"** enabled. ([PSN guide](/connecting-gaming-platforms/playstation-network.md#step-3-make-your-psn-profile-public))
* **Xbox** — game history must be visible to **Everyone**. ([Xbox guide](/connecting-gaming-platforms/xbox.md#make-sure-your-xbox-profile-is-shareable))
* **Riot** — no specific privacy setting; account must have played ranked games this season.
* **Battle.net** — account must have active play in supported games.

## 3. Trigger an on-demand sync

If you just unlocked something and don't want to wait for the next scheduled sync:

1. Go to your **Profile** page.
2. Click **Sync now** next to the platform.
3. Wait 30–60 seconds and refresh.

On-demand syncs are available on all tiers.

## 4. Check the source

Confirm the achievement/trophy is actually visible **on the source platform itself**:

* For Steam: visit your Steam profile in a browser.
* For PSN: open the PlayStation app.
* For Xbox: visit [xbox.com](https://xbox.com) and check your activity.

If it's not on the source either, the platform hasn't processed it yet. Wait and try again.

## 5. Understand the sync schedule

| Platform   | Free              | Supporter         | Pro               |
| ---------- | ----------------- | ----------------- | ----------------- |
| Steam      | 4 hours           | 1 hour            | 30 min            |
| PSN        | 4 hours           | 1 hour            | 30 min            |
| Xbox       | 4 hours           | 1 hour            | 30 min            |
| Riot       | On-demand only    | On-demand only    | On-demand only    |
| Battle.net | On-demand + daily | On-demand + daily | On-demand + daily |

If you're on Free and just played for the first time today, it can take up to 4 hours for your data to appear unless you trigger an on-demand sync.

## Common error messages

### "This profile is private"

Update privacy settings on the source platform, then reconnect or trigger an on-demand sync.

### "Connection expired"

Open **Account Settings → Connections** and click **Reconnect** for that platform.

### "Rate limited"

RivalRyze has temporarily hit the gaming platform's API limits. This auto-resolves within an hour. No action needed.

### "Account not found"

The connected platform account no longer exists or has been renamed. Disconnect and reconnect with the current account.

## Sync is fine but my achievements don't count in a Contest

If your data is syncing but a Contest leaderboard or Bounty isn't crediting you, the cause might be [Fair Play](/fair-play/auto-pop-and-fair-play.md). Cross-platform auto-pops are excluded by default in many Contests, and Hunter Bounties require organic unlocks during the Contest window.

## Still not working?

Contact [support](/help-and-faq/contact-support.md) with:

* Your RivalRyze username
* The connected platform (e.g., Steam)
* The specific achievement/trophy/stat that's missing
* A screenshot of it on the source platform proving it exists

We'll investigate within 24 hours.


---

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