If an invoice payment hasn't been scheduled for a Xero contact that you've successfully collected invoices for in the past, then it's unlikely there's an issue with the linking. It may be that the invoice hasn't been scheduled for another reason detailed here.
Invoices not pulled through or pulled through to the wrong contract following linking for the first time are usually the result of an incorrect link between a Xero contact and DDCMS Direct Debit contract. This can be caused by bulk linking being wrong due to duplicate emails or a subsequent change to the Xero contact itself.
You should also note that invoices created and approved prior to the date/time of linking will not be pulled through automatically. If you intend to collect these then you would need to make a small edit to the invoice for the system to recognise and schedule the payment.
To check that the contact in the Xero matches the contact in the Middleware, follow the steps below:
In Xero, navigate to the contact in question and copy the URL, beginning go.xero.com/Contacts/View/ and containing the contact ID at the end.
Log into the Middleware with your Xero credentials.
Click Manage Contracts.
Click Import.
Search for the Xero contact in question by typing either the Xero company or contact name in the Search: field.
Select the corresponding filter, either Company or Customer ,within the Search By: dropdown.
Press the green Filter button.
Within the results, click View/Unlink against the contact.
Check that the contact ID in this URL, beginning https://app.xo.eazycollect.co.uk/import/ matches the URL you checked previously in Xero.
Further to following the steps above, if the contact in Xero matches the contact in the Middleware, the next step is to identify whether this contact is linked to the correct Direct Debit contract in DDCMS.
The View/Unlink page in the Middleware details the name and email of the customer in DDCMS that the contact is linked to, under the fields Eazy Collect Customer Name and Eazy Collect Email respectively. On the main Import Page under Suggested Link it should say Contract Exists and specify the reference of the DD contract linked.