Xero 8: Troubleshooting
Messages and what they mean
| Message | What it means | What to do |
|---|---|---|
| Accounting integration is not active. Click here to setup. | The workspace has never been connected | An admin connects under Settings/Accounting Settings (see Xero 2) |
| Accounting integration is no longer connected. Click here to reconnect. | The workspace was disconnected in EPONA, or Xero rejected EPONA's access | Click here, then Connect, choosing the same organisation |
| Accounting integration is not connected. Contact your workspace administrator(s). | What managers see in place of the two messages above | Ask an admin to connect |
| This workspace can only be connected to a xero instance in … | The Xero organisation is in a different country from the workspace; EPONA disconnects again | Connect a Xero organisation in the workspace's country |
| Connecting to … failed. This workspace can only be reconnected to … | A different Xero organisation was chosen from the one the workspace uses; EPONA disconnects again | Reconnect to the original organisation, or contact support |
| Sync Failed (Xero Status column) | The invoice did not reach Xero, or EPONA's last refresh from Xero failed | Open the invoice to read the reasons, fix the cause, then click the Refresh icon on its row (see Xero 5) |
| Accounting Discrepancy (warning icon beside the total in the list) | The invoice was edited in Xero and its amounts no longer match the EPONA charges | Check the change in Xero. If the invoice is wrong, void it in EPONA and invoice again |
| Something went wrong (when voiding) | Xero refused the void; Xero's reason is shown — usually a payment or credit note is allocated | Remove the payment or allocation in Xero, click Refresh, then void in EPONA |
| Could not sync with accounting. Check your connection and try again. | Sync with accounting failed for a contact | Check for the yellow connection banner, reconnect if needed, and try again |
| Created in Xero | Not an error — the invoice was raised directly in Xero | Nothing |
Things that catch people out
One Xero organisation per workspace. Once connected, the workspace can only be reconnected to the same organisation. Changing organisation needs EPONA support.
New accounts and tax rates need a reconnect. EPONA reads them only when you connect. After adding one in Xero, disconnect and reconnect.
BAS Excluded and custom tax rates cannot be used. Income lines use GST on Income or GST Free Income.
Xero changes show up when someone looks. Payments and edits made in Xero appear in EPONA the next time the Invoices list is opened or the invoice is refreshed.
Contacts are matched by name the first time. A contact not yet linked is matched to the first Xero contact the name search returns. Keep display names distinct, and import existing Xero contacts rather than relying on the search.
Invoice recipients come from EPONA. But changing only a contact's email addresses doesn't send them to Xero — update the recipient in Xero as well.
Payment terms are copied once. The Xero due date is copied on the first connection only. Change it afterwards in Settings/Financial Settings.
Disconnect happens immediately. There is no confirmation step.
Credit notes are not allocated by EPONA. Allocate them to invoices in Xero.
Archiving an account or tax rate in use. After the next reconnect, products using an archived tax rate can't be charged, and invoices using an archived account are rejected by Xero, until the product is given another one.
Still stuck?
EPONA support is here to help. Contact support through the help centre widget in EPONA, or email support@ardex.com.au.
If you saw an error, click More on the message and copy the Error ID, then include it with the invoice number so support can find it quickly.