---
title: "Xero 8: Troubleshooting"
url: "https://epona-support.ardex.tech/en/article/xero-8-troubleshooting"
language: "en"
last_updated: "2026-10-13T05:46:07.877Z"
---

# Xero 8: Troubleshooting

Messages you may see with the Xero integration, what they mean and what to do

## 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](mailto: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.