Troubleshooting Common Xero Errors – Xemplo Help

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

Error message	The existing contact with name "[A]" cannot be updated to use new name "[B]". There is an existing contact with that 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.
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 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Error message	The contact with the specified contact details has been archived.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Cause	The contact in Xero that corresponds to the host has been archived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
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
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.