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Xero: Common failed reasons

Trial version of Xero:

If you have received the error message telling you that you have reached the limit of invoices you can send across to your Xero account because you are on a trial version, you will need to purchase a full version of Xero.

Once you have upgraded your free account to a paid account, your invoices will transfer as they should do. 

Invoice date set before lock date:

Invoice failed to send because the date of the invoice is before the lock date in Xero.

Please change your lock date within Xero, under Financial Settings.

The invoice related to this payment has been paid:

If you receive an error message telling you that a payment has failed as it has already been paid in your accounting package follow the steps below:

First, go into Xero and find the invoice. Ensure that the payment exists correctly.

If the payment exists correctly in Xero:

  1. Go to Commusoft.
  2. Click Settings > Company Settings > Accounting interface.
  3. You will see the accounting interface dashboard. Click 'View' in the failed section.
  4. Click on the 'Payments' tab.
  5. Select the failed record, click 'Mark as do not send' in the top right of this page.

If the payment doesn't exist correctly in Xero:

  1. Go to Commusoft.
  2. Click Settings > Company Settings > Accounting interface.
  3. You will see the accounting interface dashboard. Click 'View' in the failed section.
  4. Click on the 'Payments' tab.
  5. Select the failed record, click 'Re-send records' in the top right of this page.

This invoice already exists and has payments/credit notes attached:

The reason this invoice has failed to send because it has probably been entered manually in Xero and already has a credit note or payment assigned to it. First, go into Xero and find the invoice. Ensure that it exists correctly.

If the invoice exists correctly in Xero:

  1. Go to Commusoft.
  2. Click Settings > Company Settings > Accounting interface.
  3. You will see the accounting interface dashboard. Click 'View' in the failed section.
  4. Click on the 'Invoices' tab.
  5. Select the failed record, click 'Mark as do not send' in the top right of this page.

If the invoice doesn't exist correctly in Xero:

  1. Go to Commusoft.
  2. Click Settings > Company Settings > Accounting interface.
  3. You will see the accounting interface dashboard. Click 'View' in the failed section.
  4. Click on the 'Invoices' tab.
  5. Select the failed record, click 'Re-send records' in the top right of this page.

You will need to go and resend any payments and credit notes associated with this invoice, you can do this using the tabs across the top of the page and repeating step 5.

The Xero account details are no longer valid:

If you have received an email informing you that your account details are no longer valid, you simply need to reconnect your account.

  1. Go to Commusoft.
  2. Click Settings > Company Settings > Accounting interface.
  3. You will see an error message at the top of the page, Click 'Reconnect package' on the right of this message.
  4. You will be directed to Xero (you may be required to log in) and click 'Authorise'.
  5. You will be directed back to Commusoft and the connection will complete shortly.

Payment has been rejected because it cannot find the related invoice:

If you receive an error message telling you that a payment has failed, it may be because the invoice has been deleted in Xero.

Please check that the invoice is definitely not in Xero. Then:

  1. Go to Commusoft.
  2. Click Settings > Company Settings > Accounting interface.
  3. You will see the accounting interface dashboard. Click 'View' in the failed section.
  4. Click on the 'Invoices' tab.
  5. Select the failed record, click 'Re-send records' in the top right of this page.
  6. You will need to manually adjust Xero accordingly.

This invoice/credit note number is already being used:

First, go into Xero and find the invoice/credit note. Ensure that this exists correctly. If the invoice/credit note exists correctly in Xero:

  1. Go to Commusoft.
  2. Click Settings > Company Settings > Accounting interface.
  3. You will see the accounting interface dashboard. Click 'View' in the failed section.
  4. Click on the tab corresponding to the type of record that has failed i.e Invoices/Credit notes.
  5. Select the failed record, click 'Mark as do not send' in the top right of this page.

Please note that when you do this you will 'break the link'. This will mean you will need to manually enter any payments related to this invoice/credit note into Xero at a later date.

The VAT rate is invalid:

Please manually change the VAT rate on the invoice in Commusoft.

  1. Find the invoice in Commusoft by searching for it.
  2. Open the invoice.
  3. Click 'Edit' in the top of the invoice breakdown section.
  4. Scroll down the page and edit the vat rate (%) columns of the invoice.

Cannot pay more than the amount due:

If you have been told that you cannot pay more than the amount due it could be for one of two reasons.

  1. The payment has been entered manually. Check if the payment has been added manually. If so, and the record is correct, you can ignore the error message.
  2. You have entered a payment more than the invoice amount in Commusoft. To rectify this, open the relevant job. Click on the payment method and you will be able to edit this payment to a valid number. Click 'Save'.

You will then need to resend these failed records.

Nominal codes:

Locating nominal codes in Xero

  1. In Xero, go to Settings > Chart of Accounts.
  2. Under the 'All accounts' tab, find the appropriate account that you wish to link with the Commusoft account. Or use the other tabs to filter further.
  3. The code you need to find is listed under the column labelled code.
  4. Copy this (highlight the code > right-click > Copy).

Adding nominal codes (If the code does not exist in Commusoft)

  1. In Commusoft, go to Settings > System settings.
  2. Click 'Nominal accounts'.
  3. Use the dropdown and select what type of account you are adding, then a short description (i.e Natwest bank), and paste (click in the box > right-click > Paste) the accounting code you have copied from Xero.
  4. Click 'Add nominal account'.

Linking nominal codes (If the code does exist in Commusoft)

  1. In Commusoft, go to Settings > System settings.
  2. Click 'Nominal accounts'.
  3. Click 'Edit' next to the account you want to link.
  4. Paste (click in the box > right-click > Paste) the accounting code you have copied from Xero.
  5. Click 'Save nominal account'.

Record has been marked as 'do not send':

If you mark a record as 'do not send' this means any record related to this will fail because Commusoft can't link it to the correct place.

To rectify any failed record(s) you can mark the 'do not send' record as 'send':

  1. Go to Commusoft.
  2. Click Settings > Company Settings > Accounting interface.
  3. You will see the accounting interface dashboard. Click the 'Records marked as do not send' tab.
  4. Find the record/s, select, then click 'Send records to accounting package'.

Or you can mark the failed records as 'do not send' and manually enter them into the accounting package:

  1. Go to Commusoft.
  2. Click Settings > Company Settings > Accounting interface.
  3. You will see the accounting interface dashboard. Click 'View' in the failed section.
  4. Click on the tab relating to the failed record.
  5. Select the failed record, click 'Mark as do not send' in the top right of this page.

 

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