> 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 ranks aren't showing up on RivalRyze, work through this checklist before contacting support.

## 1. Check that the platform is connected

Open **Settings** and pick the **Connections** tab.

* A connected platform shows a **Disconnect** button. A platform that isn't connected shows **Connect**.
* A **Private profile** badge on the Steam or PlayStation row means RivalRyze can't read that account. Go to step 2.
* PlayStation, and Steam when it's linked through Discord, depend on Discord. If RivalRyze says your Discord connection has expired, click **Reconnect** on the Discord row.

## 2. Check your privacy settings

A private profile on the platform is the most common reason a sync finds nothing.

| Platform    | What must be visible                                                                                                                                  |
| ----------- | ----------------------------------------------------------------------------------------------------------------------------------------------------- |
| Steam       | **My profile** and **Game details** set to **Public**. [Steam guide](/connecting-gaming-platforms/steam.md#make-your-profile-and-game-details-public) |
| PlayStation | **Trophies** visible to **Anyone**. [PlayStation guide](/connecting-gaming-platforms/playstation-network.md#step-3-make-your-trophies-public)         |
| Xbox        | Your game and app history visible to others. [Xbox guide](/connecting-gaming-platforms/xbox.md#let-rivalryze-see-your-game-history)                   |
| Dota 2      | **Expose Public Match Data** turned on in Dota 2. [Dota 2 section](/connecting-gaming-platforms/steam.md#dota-2)                                      |
| Riot Games  | Nothing to change                                                                                                                                     |

After fixing Steam or PlayStation privacy, click **Refresh** on that platform's row in **Settings → Connections**. The button only appears while the profile is private, works on every tier, and starts a sync as soon as the profile reads as public.

## 3. Refresh your profile

On your own profile, the refresh icon (**Update profile**) refreshes every linked platform at once. Your profile card on the home page has the same control as an **Update** button.

* **Supporter** and **Legend** subscribers can use it. After a refresh, it's on cooldown: hover it to see **Update Cooldown** and the time left.
* On the **Free** tier, it opens the subscription options instead. Your profile still syncs automatically on the schedule below.
* Connecting Steam, PlayStation, Xbox or Riot Games starts a sync of that platform on every tier. Disconnecting and reconnecting an account that synced in the last 15 minutes doesn't start another one.

### The progress checklist

While a refresh runs, a checklist shows each step: **Steam games**, **Steam profile**, **PlayStation games**, **PlayStation profile**, **Dota 2**, **League of Legends**, **Teamfight Tactics**, **Valorant**, **Xbox**, **Discord & socials** and **Recalculating totals** (only the platforms you've linked appear). Queued steps show your place in line (**next up**, or how many are ahead of you), and some steps, such as a PlayStation import, show a count of games done.

If a step can't read your account, the checklist adds a note, for example:

* **Your Steam profile is private, so games and achievements cannot be synced. Set game details to Public in Steam privacy settings.**
* **Your PlayStation profile is private, so games and trophies cannot be synced. Set your trophies to Public in PSN privacy settings.**
* **No Xbox games were found. If your Xbox privacy settings hide your game history, update them and refresh again.**

## 4. Check the source

Confirm the achievement, trophy or match shows on the platform itself:

* **Steam:** your Steam profile, viewed by someone else or while logged out.
* **PlayStation:** your trophy list on PlayStation.
* **Xbox:** your achievements on Xbox.
* **Riot Games:** your match history in the game.

If it isn't there yet, the platform hasn't recorded it, and RivalRyze can't see it either. Wait and try again.

## 5. Understand the sync schedule

RivalRyze syncs every linked platform (Steam with Dota 2, PlayStation, Xbox and Riot Games) automatically, on your subscription tier's schedule:

| Tier         | Automatic sync   | Manual refresh        |
| ------------ | ---------------- | --------------------- |
| Free (Basic) | Every 4 hours    | Not available         |
| Supporter    | Every hour       | Once every 30 minutes |
| Legend       | Every 30 minutes | Once every 5 minutes  |

Your profile header shows **Last updated:** with the time of your last refresh. See [Subscription Tiers](/your-account/subscription-tiers.md) for plans.

{% hint style="info" %}
After the first import, Steam syncs only check the games you've played in the last two weeks. A Steam game you own but haven't played since linking appears once you play it.
{% endhint %}

## Messages you may see

| Message                                                                              | What it means                                                                                                                                          |
| ------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Your profile was refreshed recently. Please wait for the cooldown to finish.**     | Manual refresh is on cooldown. Try again later.                                                                                                        |
| **Your profile is already updating.**                                                | A refresh is already running. Watch the progress checklist.                                                                                            |
| **Failed to start the refresh. Please try again.**                                   | The refresh didn't start. Try again in a moment.                                                                                                       |
| **Your Discord connection has expired. Reconnect your Discord account to continue.** | Click **Reconnect** on the Discord row in **Settings → Connections**.                                                                                  |
| **Connect your Discord account to continue.**                                        | This action needs Discord. See [Connecting Discord](/connecting-gaming-platforms/discord.md).                                                          |
| **We could not reach Discord. Please try again in a moment.**                        | Discord is unreachable. Try again later.                                                                                                               |
| **Steam account already in use**                                                     | That Steam account is linked to another RivalRyze account. See [Connecting Steam](/connecting-gaming-platforms/steam.md#steam-account-already-in-use). |

Battle.net has its own messages; see [Connecting Battle.net](/connecting-gaming-platforms/battlenet.md#messages-you-may-see).

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

If your data syncs but a Contest isn't crediting you, check:

* **What counts in this contest** on the Contest page, which lists the eligible games and platforms.
* [Fair Play](/fair-play/auto-pop-and-fair-play.md), which explains how achievements that pop on several platforms at once are handled.
* When you linked the account. An **Achievement Points Battle** or **Completion Points Battle** scores the Steam and PlayStation accounts you had linked when you joined it. A Steam or PlayStation account you link after joining isn't picked up for that Battle, so link your accounts before you join.

## Still not working?

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

* Your RivalRyze username
* The platform (for example Steam)
* The achievement, trophy or stat that's missing
* A screenshot of it on the platform itself