Troubleshooting Xero

Updated on May 18, 2019

Xero is great way to keep your accounts in check and to track how your business is spending and receiving money. Occasionally things may not go perfectly according to plan, so we've created this article to help your solve some common problems with Xero

Initial Troubleshooting steps

  • Allow at least 5 business days for the funds to appear on your bank statement
  • Allow 24 hours to see the funds in Xero
  • Review the Reports page to locate the transaction(s):
    • Transaction Report and filter by Bank Transfer - Processed
    • Review End of Period Report

Common Problems and Suggested Solutions

Payments and Invoices

Payments have not synchronised with Xero

Open the bank account feed or dashboard in Xero and look for unreconciled item on the left inside, verify if the transfer came through in your bank account and ensure that you've applied any credit note from that date on that invoice.

Missing Bank Statements

Bank transfers often take a couple of days to arrive in your account and usually appear in your Xero bank feed within 24 hours. Please wait at least 5 business days before raising a missing bank statement request and provide the following details:

  • The amount you're expecting to receive
  • Date that amount for
  • The reference of the transfer (as noted in the Transactions Report)

Please note that if you are missing a bank transfer (funds), please refer to this article.

Un-reconciled Bank Statements

If you have bank statements from Troly in your Xero bank feed that are not matching to a Xero invoice:

  1. Apply outstanding credit notes to invoices
  2. Find, match and adjust statements to invoices
  3. Push the invoice from Troly to Xero again

Handy Tip

Open the End of Period report to help reconcile bank transfers, sales and refunds. This report contains the reference numbers to the bank transfers we have sent you.

The Transaction Report also allows you filter your transfers; choose "Bank Transfer - Processed" as the type to see when we have sent you money, including the reference number.

Reconciliation dashboard in Xero

Funds withheld over multiple days

If you have had funds withheld over multiple days, you need to split your Xero invoice up to pay for each invoice from the one transfer.

Should you note that the invoice is out by a small amount, a minor adjustment is needed.

Split

1. Click the 'Split' text on the highlighted day

2. Enter the amount owing for that day

3. Hit Save and re-match the invoice again.

4. You should now be able to reconcile without adjustment

Adjustments

1. Click (+) Adjustments and choose Minor adjustment

Selecting the 'Minor adjustment' option

2. Enter the adjustment amount.

3. Click Reconcile

Refreshing Xero Accounts

If you have created, changed or removed an account from Xero, you need to click on Refresh Xero Accounts button in Troly. This option is available in the Synchronisation tab.

Invoice failing to push to Xero

There may be instances where an invoice fails to push to Xero. Often, this can be caused by a change in ledgers in Xero or an invoice already existing with payments against it in Xero.

Review your product categories

In the add-on configuration page, you may have an unspecified product category. Each category needs to be associated with an account in Xero. After that is updated, you should be able to push the invoice.

Existing payments against an invoice

If you have existing payments against an invoice, remove them before pushing again. To see why an invoice has failed to be created, you can push a single day or schedule a range of days to be pushed.

Individual days

Individual days are pushed immediately; you are presented with a link to any generated invoices or credit notes.

Date ranges

Date ranges are processed overnight, around midnight Australian Eastern Time. You need to check the day after in Xero to ensure a successful push.

The 'Synchronisation' tab in the Xero add-on

Before you contact us...

 

In order for us to best assist you efficiently or escalate your issue to our Investigation Team, we need to receive the relevant details pertaining to your issue so we can act accordingly.

When you contact us after reviewing the common problems and suggested solutions, we need you to provide the following details, depending on your case type.

Cannot push invoice or credit note

Common issues with Troly failing to push to Xero are handled in Troly; there are limited circumstances where you may see an unknown error that requires you to get in touch with support. If so, please provide:

  • The date(s) you're attempting to push
  • Screenshots of any errors you see on your end

Invite Troly to Xero

If one of our team member requires access to your Xero company to further troubleshoot, or understand how things have been configured for you, you will be required to follow a few simple steps to grant us access. This process is well documented in Xero under Add a new user to your organisation. Our step by step instructions on how to invite one of or team members to your Xero account can be found here.

Troly + Xero support incurs additional fees

Understand that inviting our team to your Xero company doesn’t constitute our acceptance of any work to be undertaken by our team.

Accounting help is usually offered at an additional fee and your best point of contact is your accountant or bookkeeper.

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