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Troubleshooting Your Xero Integration
Table of Contents
If your error isn't listed, please Contact Support for assistance. You can include the invoice number and a screenshot.
Common Errors
The table below describes common Xero integration errors and how to correct them.
| Issue/Error | Possible Solutions |
|---|---|
| Payments aren't being exported. Customer Reference Error: The Contact Name already exists. Please enter a different Contact Name. |
This error usually means the customer was changed in Xero. Merging customers, changing key details, or deleting a customer in Xero can cause this error.
Compare the records in Syncro and Xero and see which one is configured improperly, then make the required changes. For example, if there is only one customer in Syncro after a merge, but there are two customers in Xero, you may need to adjust the customers in Xero to reflect the change in Syncro. |
|
Xero payments aren't being created. ErrorNumber:101 Error Message: Account type is invalid for making a payment to/from |
Make sure the account for “Payment Account” in Xero settings has the “Enable Payments To This Account” box checked. See also Missing Account Code.
If your payment accounts aren’t showing up during setup, assign an account code to your bank accounts to fix it. |
| Invoices are created but payments aren't created. | Make sure the Xero account for “Payment Account” has the “Enable Payments to This Account” box checked in the Edit Account Details pop-up. |
Advanced Errors
Below are some more advanced errors we've seen that can help you troubleshoot your Xero integration. If your error isn't listed, please Contact Support for assistance. You can include the invoice number and a screenshot.
(Customer) Organization Error
If you can't sync an invoice due to an error with (Customer) Organizations, use Syncro to verify that the Organization is correctly linked to Xero. Follow these steps:
- Navigate to Organizations, then select a specific customer to display their Details page.
- Click the book icon, then select “View Xero”:
Syncro displays a page showing the Syncro Customer's info, and if a Xero ID exists, the associated Xero Contact's info:
- Click the “Change” link to update the Xero ID to connect them to the Syncro Customer. (You can manually look up the Contact in Xero to locate the correct ID.)
IMPORTANT: Be very careful when changing a Xero ID. A mismatched ID breaks customer syncing.
Missing Account Code
If a Xero account isn’t showing up in Syncro, follow these steps:
- In Xero, navigate to Accounting > Chart of Accounts.
- Ensure each account has an account code. If a code is missing, add it:
- Click an Account to display the “Edit Account Details” page. Confirm the Account Type is either Bank or Asset. If creating an Asset account, select Current Asset as Account Type and check the “Enable Payments to This Account” box, then click Save:
- In Syncro, navigate to Xero Settings, then click the “Xero Accounts List” link (or add the following to your browser address bar: https://XXXXXX.syncromsp.com/xero_settings/xero_accounts). Then click Re-Sync Xero Accounts:
When a Bank/Asset Account Does Not Display in Syncro's Xero Integration Settings
In Syncro, ensure the account for “Default Xero Account for Payments (Bank/Asset Accounts)” in Xero settings has “Enable Payments To This Account” checked.
If your payment accounts don’t display during setup, assign an account code to your bank accounts to fix it. In Xero, navigate to Account > Chart of Accounts, then click the Bank account and add a Chart of Account number.