Xero Integration Troubleshooting

Use this guide when an invoice will not sync, a message appears you are not sure about, or the connection is not behaving. Find the message you see on screen, read what it means, and follow the fix. If you are stuck or unsure at any point, contact us at support@adviseraide.com and we will help. You can also ask our AI assistant in the bottom right corner for instant help.

Connection problems

Xero has been disconnected, so this invoice cannot sync right now

Xero was disconnected from Settings → Integrations. Everything you do is remembered in the meantime. Reconnect from Settings → Integrations and it all catches up automatically - see Pausing and disconnecting.

Xero is no longer allowing this connection to sync

Access was removed inside Xero (its Connected apps page), or the connected Xero user lost invoice and payment access. Select Reconnect to Xero in Settings → Integrations and sign in again; syncing resumes automatically once reconnected.

Xero needs to be connected again. Reconnect it from Settings → Integrations.

The connection’s authorisation is no longer valid. Reconnect from Settings → Integrations - everything queued while it was down sends as soon as you do.

Reconnecting Xero did not finish

A reconnect was started but the Xero sign-in was closed or failed part-way. Go to Settings → Integrations and press Reconnect to Xero to try again.

The Xero connection is missing a permission required for this sync

The Xero sign-in did not grant everything AdviserAide needs. Reconnect from Settings → Integrations and approve the requested access on the Xero page.

Syncing is turned off. Turn it on in Settings → Integrations to sync again.

Syncing is paused. Nothing is lost - turn Sync with Xero back on and everything recorded in the meantime syncs automatically.

An invoice will not send

When Xero refuses an invoice, the invoice shows a red Xero sync failed banner with the reason, and the invoice is listed under See what needs fixing in Settings → Integrations:

Invoice showing a red Xero sync failed banner with a specific explanation and a retry button — The failure banner names the problem and the fix, with a button to retry

Fix what the message says, then open the invoice. Select Send to Xero if it has not been sent before, or Sync with Xero if it has. These are the messages you may see:

Message starts with…	What to do
A Xero tax rate you matched earlier is no longer available	In Settings → Integrations, press Refresh Xero tax rates, choose a new match under Tax rates, save, then sync again.
Xero cannot use one of the mapped tax rates with the selected sales account	Map the invoice tax rate to a Xero sales/output tax rate (not a purchases/input rate) in Settings → Integrations, save, then sync.
One of the mapped Xero accounts is archived	Restore the account in Xero or choose an active account in Settings → Integrations.
Xero cannot use the selected account…	In Settings → Integrations, choose an active income account for invoice sales, or an active Xero bank or payment account for payments. Save, then sync again.
The linked contact is archived in Xero	Restore the contact in Xero, then sync.
Xero already has an invoice with this number	Check that invoice in Xero first - if it is a different invoice, give this one a new number in AdviserAide, then sync again.
The invoice date is inside a locked accounting period in Xero	Change the invoice date, or ask your accountant to adjust the lock date in Xero.
Your Xero plan does not support this invoice’s currency	Enable multi-currency in Xero or change the invoice currency.
The invoice has no invoice number… / …no client or employer to bill in Xero	Complete the missing detail on the invoice, then sync.

Xero would not accept this change (Update blocked)

The invoice is usually paid or voided in Xero, so Xero will not accept edits to it. Open the invoice in Xero and check its status, payments and credit notes. If it cannot be corrected there, void the invoice in AdviserAide and create a replacement.

This invoice no longer matches its copy in Xero (Different in Xero)

Someone changed the invoice in Xero. Open it in Xero and compare the two. Syncing replaces the Xero version with the AdviserAide one, so only press the sync button if AdviserAide is correct.

Payment problems

Message	What to do
The payment is greater than the amount still due in Xero	The invoice already has payments or credits in Xero. Review the invoice in both systems and adjust the payment amount.
Xero cannot use this payment date	Use a date on or after the invoice date and outside any locked Xero period.
This payment was made as part of a batch payment in Xero, so it cannot be deleted here	Xero does not allow a single payment to be removed from a batch. Remove it in Xero and sync again.
This payment has already been synced to Xero. Please delete this payment and create a new payment to change the payment date.	Synced payment dates cannot be edited. Delete and re-record the payment with the right date.
This payment/invoice is currently syncing to Xero. Please try again in a moment.	A sync is touching this record right now - it takes moments. Try again straight away.

Temporary problems that fix themselves

These messages need no action - AdviserAide retries automatically and the record stays safely queued:

Xero is currently unavailable. We will retry automatically. - Xero itself is down or unreachable. You can check Xero’s status page.
Xero is limiting requests right now. - A busy period; syncing resumes by itself shortly.

Messages that need support

A small number of messages ask you to contact support - for example AdviserAide could not complete this request to Xero or Xero refused this sync request in a way AdviserAide does not recognise. Nothing on the invoice needs changing; send support the date and time shown with the message.

Still stuck?

Open the invoice’s Sync History - it records every attempt with its outcome and is often the fastest way to see what happened.
Check Settings → Integrations for the connection state and anything listed under See what needs fixing.
Contact support with the invoice number and the time of the failed sync.

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