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Troubleshooting Common Xero Errors

Find the common error messages when exporting information to Xero and their solutions.

Error message The contact name already exists. Please enter a different contact name.
When An invoice or RCTI failed to export from Xemplo to Xero
Cause

The contact in Xero that matches the company in the invoice has been renamed in Xero, which caused the contact's ID in Xero to not match the one in Xemplo anymore.

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Solution
  • Raise a support request via support@xemplo.com to reset the contact's Xero ID to null.
  • After the above is done, try exporting the invoice again.

 

Error message

Invalid company info.

Please authenticate again.
When An Administrator-to-Agent invoice failed to export from Xemplo to Xero
Cause

The user is authenticated to Xero under a company that is not the same as the company in Xemplo

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One possible scenario is that with your user account in Xero you have access to multiple companies, and you have switched to another company.

Another scenario is that you've recently changed your company name either in Xemplo or in Xero and the name no longer matches.
Solution

either:

  • In Xero, switch back to the same organisation as the one in Xemplo, if your user account has access to multiple companies, or

  • Log out from Xero and log in with a user account that has access to the company you are logged in under in Xemplo, or
  • Make sure the company name in Xemplo matches the one in Xero and rename one if necessary.

 

Error message The contact with the specified contact details has been archived. The contact must be un-archived before creating new invoices or credit notes.
When An invoice failed to export from Xemplo to Xero
Cause

The contact in Xero that corresponds to the host has been archived
Solution

either:

  • Unarchive the contact in Xero, or
  • Create the contact in Xero

then, try exporting the invoice again.

 

Error message Invoice # must be unique
When An invoice failed to export from Xemplo to Xero
Cause

There is another invoice in Xero whose number matches the invoice you are trying to export. Since the invoice number must be unique, Xero rejected your invoice.
Solution

either:

  • Void the invoice in Xemplo and generate a new one so that a new number is generated for it, or
  • Change the number of the invoice in Xero

then, try exporting the invoice again.

 

Error message Invoice not of valid status for modification
When You have modified an invoice that has previously been exported to Xero and you now want to export the updates
Cause

The invoice has been archived, voided, or paid in Xero.

Invoices in Xero in any of those statuses can no longer be modified.
Solution Void the invoice in Xemplo and create a new one for export.

 

Error message Error: unauthorised_client : Unknown client or client not enabled
When An invoice failed to export from Xemplo to Xero
Cause Your Xemplo site has not been connected to Xero.
Solution
Attempt to connect your Xero through the Integrations section in the Company settings. If this doesn’t work, please raise a support request via support@xemplo.com for assistance with the connection.

 

Error message Xero API minute rate limit error calling GetContacts
When

An invoice failed to export from Xemplo to Xero

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Cause Xemplo exceeded the maximum number of API calls per minute allowed by Xero.
Solution Try exporting the invoice again after 1 minute.

 

Error message The TaxType code ‘OUTPUT' cannot be used with the account code '<code>’.
When

An invoice failed to export from Xemplo to Xero

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Cause

The general ledger account used is of a type other than revenue/income in Xero.
Solution Change the account code to one that is for revenue/income.

 

Error message Unable to export to Xero / Export invoice button is missing / Export status column shows “NONE”
When Trying to manually export an invoice from Xemplo to Xero
Cause Connection to Xero has not been set up correctly.
Solution Make sure Xemplo is connected to your Xero account.

 

Error message Unable to export an invoice to Xero due to ValidationErrors:
When

Trying to export an invoice from Xemplo to Xero
Cause There is a negative value in the Unit or Quantity column on the affected invoice.
Solution Update the Unit or Quantity to a positive value, then update the rate to reflect the negative amount.

 

Error message An existing invoice with the specified Type and InvoiceID could not be found.
When

Trying to export an invoice from Xemplo to Xero
Cause The RCTI/Invoice has already been exported, but the client deleted it in Xero and then tried to re-export it.
Solution Raise a support request via support@xemplo.com clear the External ID of the invoice.
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