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Troubleshoot the Xero interface

  • Updated

Invoices may not export successfully from to Xero for a number of reasons. Take the following steps to troubleshoot the problem:

  • Check the Xero interface status

    Confirm that the interface is configured correctly and is active.

    For invoices created in to export correctly to your Xero account, the Xero interface must be correctly configured and active.

    To check the status of the interface, go to settings-icon.png> Integrations and inspect the Xero tile:

    • If the switch is grey toggle-off.png the interface is not active and may not have been configured.
    • If the switch is green toggle-on-green.png the interface is configured (possibly incorrectly) and active.

  • Check for errors

    Confirm that the invoice has not been exported and try to determine why.

    When you create and approve an invoice, it is immediately copied to (or 'synced' with) your Xero account. You can confirm that the invoice has been sent successfully by:

    • Logging in to your Xero account and checking that the invoice is in the Draft or Awaiting Payment tab under the navigation menu . Its location depends on which destination was selected when configuring the Xero interface.
    • Viewing the Xero column in the Invoice Manager (navigation menu ). Here will indicate whether the invoice has synced, hasn't attempted to sync, or failed to sync.
      Hover over the "!" to see the reason for the sync failure.

  • Common sync errors

    Depending on the source of the error, you can take any of the following steps to troubleshoot common sync issues:

    Possible cause Steps to take
    The interface is not active toggle-off.png
    1. Go to settings-icon.png> Integrations.
    2. On the Xero tile, click the Setup Integration link. The setup wizard starts.
    3. Follow the instructions to Set up the Xero interface. When you click Save, the Xero interface is activated.
    The interface is active toggle-on-green.png but may not be configured correctly
    1. Go to settings-icon.png> Integrations.
    2. On the Xero tile, click the Setup Integration link. Current interface settings are displayed.
    3. Check and, if necessary, update any settings. When you click Save, the Xero interface is activated.
    Sync Error/Comment column is blank or shows Sync Failed
    1. Select the checkbox to the left of affected invoices.
    2. Click the Resync button in the header row.
    Common sync errors Description/Steps to take
    The contact with the specified contact details has been archived.
    The contact must be unarchived before creating new invoices or credit notes
    1. Open the failed invoice in .
    2. Click View Client >Client Actions >View in Xero.
    3. In Xero, click Restore to unarchive the contact.
    4. Return to and go to Business >Invoices >Xero Exports >Failed tab.
    5. Select the invoice and click Resync.
    The next invoice number from Xero already exists in .
    Please make sure that the next invoice number in Xero doesn't duplicate an existing number in

    This error occurs because the next invoice number in Xero duplicates an existing number in .

    To resolve this, update the next invoice number in your Xero account to a number that does not already exist in .

    Alternatively, you can use the number sequence to successfully approve and export the invoice to Xero. To do this, navigate to Settings >Integrations >Xero >Setup Integration and select the option in the Invoice Number Sequence section.

    Empty lineitems
    1. Recreate the invoice in .
    2. Add at least one valid task or cost line with a description, quantity, unit price, and account mapping.
    3. Save, approve, and attempt the sync again.
    Unable to identify tax type of the current invoice's default tax rate For further information, see Tax rate and account type mismatch errors below.
    You have reached the limit of invoices you can approve

    This error occurs because your current Xero plan limits the number of invoices that can be approved each month.
    To continue approving and exporting additional invoices, consider upgrading your Xero plan to one that supports a higher invoice volume.
    For more information about your Xero plan and available options, contact Xero support.

    Line item account code must be specified

    This error occurs when there is no account code set in your Xero integration.
    Double-check your Xero integration setup by navigating to Settings >Integrations >Xero >Setup Integration.
    On the Xero configuration screen, make sure both the Income Account and Cost of Sales Account are set.

    The line total does not match the expected line total There is a rounding error causing a difference between the calculated value in Xero and the value in . This is due to differences in rounding rules between the two systems. Check that the Organisation Setting 'Round Unit Price' is set to 2 decimal places.
    Unable to sync PO in Xero, one or more line items must be specified
    1. Open the purchase order in .
    2. Recreate the bill, ensuring you add at least one valid cost line with account codes and tax rates mapped.
    3. Save the bill.
    The description field is mandatory for each line item If an account is using placeholders in the Xero Interface settings, e.g. {JobDescription} but a job that an invoice is created from doesn’t have a job description, the invoice will fail to sync to Xero.
    Invoice not of valid status for modification Typically caused by an awaiting payment, paid, or voided invoice in Xero. The sync can't actually create this invoice because it already exists with a status that prevents modification. Review Xero and see if the invoice already exists and remove it, then try to resync that invoice from .
  • Tax rate and account type mismatch errors

    There are two common causes of issues when exporting an invoice from to Xero:

    • Account type mismatch – the account code linked to an invoice line is set to an expense account rather than a revenue account. This setting can come from:
    • Tax rate mismatch – the tax rate specified in does not match the one specified for the account in Xero. When you set up your organisation settings, the tax rate must be identical to the rate set up for the target account in Xero.

    Examples of error messages

    • Invoice was approved but could not be exported to Xero.

    After making the required changes to account types and tax rates, delete and re-do the invoice in question. Once the settings align between and Xero, the export should complete successfully.

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