The short answer: A completed booking never disappears. It's almost always one of two things: either you're logged into a different account than the one you booked with, or the app simply needs a refresh. This article walks you through finding your booking again, step by step.
First: confirm the booking actually went through
Before you dig around in the app, check for your confirmation email. When a booking completes successfully, Sync automatically sends you a confirmation email with the details.
Got a confirmation email? Then the booking exists — move on to find it in the app.
Can't find one? Check your spam and promotions folders too. If there's no confirmation email anywhere, the booking most likely didn't complete — for example, it stopped at a payment or verification step. In that case, see "If the booking didn't actually go through" below.
Important: Note which email address the confirmation arrived at. That address is the key — the booking is tied to the account that uses that email. You'll need it for the next step.
The most common reason: you're logged into the wrong account
On Sync you can sign in with Google, with Apple, or simply with your email address. All of these are valid — but if you signed in with Google one time and with your email another time, you may have created two separate accounts without realizing it. The booking lives in one, and you're looking at the other — which is empty.
That's why the booking looks "lost" when it's really just on a different account.
What to check
Recall how you made the booking: on your phone or a computer? With Google, Apple, or email?
Compare the email address your confirmation arrived at with the email of the account you're currently signed into (you'll find it in your settings / profile inside the app).
If they don't match, sign out and sign back in — this time using the method that matches the confirmation email.
Rule of thumb: always sign in the same way you booked. If your confirmation came to your Gmail, try signing in with Google. If it came to a different address, sign in with email.
The second most common reason: the app needs to sync
Your account is the same across all your devices and on thesync.com — a booking you made on your computer shows up in the app, and vice versa. But sometimes the app holds onto old data and hasn't refreshed yet.
Try these, in order:
Pull to refresh. On your bookings list, swipe down to refresh.
Fully close and reopen the app. Not just minimize — close it from your open apps and launch it again.
Check your internet connection. If you're on weak Wi-Fi, try mobile data instead (or the other way around).
Make sure you're on the latest version of the app. Check the App Store or Google Play for an available update.
Try thesync.com. Sign in with the same account from a browser. If the booking shows up there, that confirms it exists — and the issue was purely the app's local sync.
If the booking didn't actually go through
If there's no confirmation email anywhere and the booking doesn't show on any account, it most likely didn't complete. Common reasons:
The process stopped at a step (payment or verification) and was never confirmed.
The payment didn't go through.
Check with your bank: if there's no charge or hold from Sync, there's no active booking. In some cases you may see a temporary authorization hold that was never turned into a real charge — this is released automatically if the booking doesn't complete. If you're unsure, get in touch with us (see below) and we'll check it together.
If none of the above helped
Contact the Sync support team via the in-app chat. To help us help you fast, include:
The email address you received (or expected) the confirmation at.
The sign-in method you used for the booking (Google, Apple, or email).
The date and time you made the booking, plus the car or booking reference if you have it.
Where you're trying to view it (app on iPhone/Android, or thesync.com).
With those details we can immediately locate the right account and booking, and guide you so you can see it normally.
Summary: quick checklist
Check whether you have a confirmation email — and which address it came to.
Sign in the same way you made the booking (Google / Apple / email).
Confirm your account's email matches the email on the confirmation.
Pull to refresh and reopen the app.
Try thesync.com with the same account.
Check filters, tabs, and dates.
If you still can't find it, open the in-app support chat.