Xero Connect Sync errors FAQ

Select the '...' button > Contacts. Edit the contact record to include a 'Unique ID' and save.

The unique ID on the contact record is the key item used to match contact records between Synergy and Xero. This means you can have the flexibility of having Synergy and Xero have the contact with different names, and the interface matches the contacts using the Unique ID number.

Select the '...' button > Contacts. Click the Edit button and change the contact email address to be a valid format. i.e. robert@paradise.com is a valid email address, and @paradise.com is an invalid email address format.

Xero does not allow contacts to have an email address that starts with an @ symbol, but Synergy allows this. If this error is ignored, then the email address is skipped and not sent to Xero but the rest of the contact is sent.

Account codes can be entered on cost centers and disciplines in Synergy to map where the invoice / credit details should be sent to in Xero. If the account code number you entered in Synergy was typed incorrectly and doesn't match to any of the accounts in Xero then this error is shown. Each account code entered should be a number that matches and existing account in the Xero chart of accounts.

Update an account code on a discipline / cost center by:

1. On the errors pop-up click the '...' and select 'open disciplines' or 'open cost centers'.
2. Locate the discipline / cost center in the list which has the wrong account code listed, and select the edit pencil button on the right for that row.
3. Enter the account code in the edit screen, and save and close.
4. Repeat for any other disciplines / cost centers that are missing their account codes.
5. Go back to the Xero Connect > Preview tab and the error will be resolved.

If you are using the account code mapping option of 'discipline' then each of the disciplines in Synergy need to have a Xero account code entered. Each account code entered is a number that should match and existing account in the Xero chart of accounts.

Add the account code to a discipline by:

1. On the errors pop-up click the '...' and select 'open disciplines'.
2. Locate the discipline in the list, and select the edit pencil button on the right for that row.
3. Enter the account code in the edit screen, and save and close.
4. Repeat for any other disciplines that are missing their account codes.
5. Go back to the Xero Connect > Preview tab and the error will be resolved.

If you are using the account code mapping option of 'cost center' then each of the cost centers in Synergy need to have a Xero account code entered. Each account code entered is a number that should match and existing account in the Xero chart of accounts.

Add the account code to a cost center by:

1. On the errors pop-up click the '...' and select 'open cost centers'.
2. Locate the cost center in the list, and select the edit pencil button on the right for that row.
3. Enter the account code in the edit screen, and save and close.
4. Repeat for any other cost centers that are missing their account codes.
5. Go back to the Xero Connect > Preview tab and the error will be resolved.

This error is shown if the Xero Connect > Settings tab does not have the required mappings entered for each of the tax codes. Each tax code in Synergy must be mapped to a Xero tax code, as each invoice or stage line in Xero requires to have a tax code entered to ensure that the invoice / credit note total is calculated with the same tax values as in Synergy.

If the tax code is blank for any of these mapping options in the Settings tab, then this error is shown to let you know to go and correct the settings. Select the matching Xero tax code and save the settings tab. When you open the preview screen again this error will disappear.

In Xero the Inventory item needs to be 30 characters or less. If the 'project number' option is selected in the Xero Connect settings for the 'Inventory item' option, then this error will be shown when your project prefix + number + suffix combination is greater than 30 characters.

Resolve this by either:

• Editing the project number to be 30 characters or less. This is the combination of the prefix, number, and suffix fields.
• Change the Xero Connect settings to send a different option to as the 'Inventory item' as the current project number can never be sent, as Xero's API will not allow this type of project numbering to be transferred.

Tip: Skip the invoice with the unusual project number length whilst you determine how to resolve it with the above options.

In Xero the Inventory item needs to be 30 characters or less. If the 'discipline' option is selected in the Xero Connect settings for the 'Inventory item' option, then this error will be shown when your discipline name is greater than 30 characters.

Resolve this by either:

• Editing the discipline name to be 30 characters or less.
• Change the Xero Connect settings to send a different option to as the 'Inventory item' as the current discipline name can never be sent, as Xero's API will not allow this name description length to be transferred.

Tip: Skip the invoice with the unusual discipline name length whilst you determine how to resolve it with the above options.

In Xero the Inventory item needs to be 30 characters or less. If the 'cost center' option is selected in the Xero Connect settings for the 'Inventory item' option, then this error will be shown when your cost center name is greater than 30 characters.

Resolve this by either:

• Editing the cost center name to be 30 characters or less.
• Change the Xero Connect settings to send a different option to as the 'Inventory item' as the current cost center name can never be sent, as Xero's API will not allow this name description length to be transferred.

Tip: Skip the invoice with the unusual cost center name length whilst you determine how to resolve it with the above options.

In Xero a financial period can be locked to stop the import or addition of any data in that date range. The lock date is set in Xero > Settings > Financial Settings > Lock dates. Both the lock dates shown here are checked by Synergy connect. Synergy can only import data to Xero for the day after the lock date entered.

To resolve this error you will need to either:

• Skip the record in Synergy Connect. The item cannot be sent to Xero as the period is closed / locked.
• Go into Xero and unlock the period to allow the record to be sent.

When we import the invoice payments from Xero into Synergy, all invoice payments have the 'default' payment type applied.

Try setting up a custom payment type for 'Imported from Xero' and setting this as the default option, and this will be applied to all payments imported. Payment types can be setup in the Organization > Settings > Project lists > Payment types.

If the invoice does not exist in Xero the linked invoice payment cannot be sent. If the invoice has already have been sent to Xero or is in the current list in the preview screen, then this error is not shown.

This error is shown when a user has skips an invoice, then the preview is refreshed to show that the linked invoice payment (or credit note) cannot be sent until the invoice is not skipped.

Resolve this error by either:

• Skipping the invoice payment until you are ready to sync the invoice.
• Going to the skipped records tab and selecting the invoice to be added back to the sync preview.

This error can occur because either the:

• Invoice was fully paid in both Xero and Synergy manually. e.g. Same payment was entered in both systems by someone in the accounts team.
• Payment amount entered in Xero was greater than the invoice value in Synergy. Synergy does not allow for payment values to exceed the invoice value.

Resolve this error by either:

• Skip the invoice the invoice payment as it is not required., as the invoice was manually marked as paid in both systems. When the export from date is moved forward in the future this will disappear from the skipped items list once it is in a past period before the export from date.
• Delete the manual payment from Synergy or Xero, to allow for the automatic synced payment from Synergy to be created.

This error is shown if the Xero Connect > Settings tab does not have the required mappings entered for each of the tax codes. Each tax code in Synergy must be mapped to a Xero tax code, as each invoice or stage line in Xero requires to have a tax code entered to ensure that the invoice / credit note total is calculated with the same tax values as in Synergy.

If the tax code is blank for any of these mapping options in the Settings tab, then this error is shown to let you know to go and correct the settings. Select the matching Xero tax code and save the settings tab. When you open the preview screen again this error will disappear.

If you are using the account code mapping option of 'expense type' then each of the expense types in Synergy need to have a Xero account code entered. Each account code entered is a number that should match and existing account in the Xero chart of accounts.

Add the account code to an expense type by:

1. On the errors pop-up click the '...' and select 'open expense types'.
2. Locate the expense type in the list, and select the edit pencil button on the right for that row.
3. Enter the account code in the edit screen, and save and close.
4. Repeat for any other expense types that are missing their account codes.
5. Go back to the Xero Connect > Preview tab and the error will be resolved.

Select the '...' button > Contacts. Edit the contact record to include a 'Unique ID' and save.

The unique ID on the contact record is the key item used to match contact records between Synergy and Xero. This means you can have the flexibility of having Synergy and Xero have the contact with different names, and the interface matches the contacts using the Unique ID number.

If this error is for a staff expense, please repeat the same steps above but edit the staff record and add a unique Id number that is not the same as an existing contact records.

Select the '...' button > Contacts. Click the Edit button and change the contact email address to be a valid format. i.e. robert@paradise.com is a valid email address, and @paradise.com is an invalid email address format.

Xero does not allow contacts to have an email address that starts with an @ symbol, but Synergy allows this. If this error is ignored, then the email address is skipped and not sent to Xero but the rest of the contact is sent.

If this error is for a staff expense, then please repeat the above steps when editing a staff record. Check that the staff record has a valid email address entered.

In Xero the Inventory item needs to be 30 characters or less. If the 'project number' option is selected in the Xero Connect settings for the 'Inventory item' option, then this error will be shown when your project prefix + number + suffix combination is greater than 30 characters.

Resolve this by either:

• Editing the project number to be 30 characters or less. This is the combination of the prefix, number, and suffix fields.
• Change the Xero Connect settings to send a different option to as the 'Inventory item' as the current project number can never be sent, as Xero's API will not allow this type of project numbering to be transferred.

Tip: Skip the staff expense with the unusual project number length whilst you determine how to resolve it with the above options.

In Xero the Inventory item needs to be 30 characters or less. If the 'discipline' option is selected in the Xero Connect settings for the 'Inventory item' option, then this error will be shown when your discipline name is greater than 30 characters.

Resolve this by either:

• Editing the discipline name to be 30 characters or less.
• Change the Xero Connect settings to send a different option to as the 'Inventory item' as the current discipline name can never be sent, as Xero's API will not allow this name description length to be transferred.

Tip: Skip the bill with the unusual discipline name length whilst you determine how to resolve it with the above options.

In Xero the Inventory item needs to be 30 characters or less. If the 'cost center' option is selected in the Xero Connect settings for the 'Inventory item' option, then this error will be shown when your cost center name is greater than 30 characters.

Resolve this by either:

• Editing the cost center name to be 30 characters or less.
• Change the Xero Connect settings to send a different option to as the 'Inventory item' as the current cost center name can never be sent, as Xero's API will not allow this name description length to be transferred.

Tip: Skip the bill with the unusual cost center name length whilst you determine how to resolve it with the above options.

In Xero the Inventory item needs to be 30 characters or less. If the 'expense type' option is selected in the Xero Connect settings for the 'Inventory item' option, then this error will be shown when your expense type name is greater than 30 characters.

Resolve this by either:

• Editing the expense type name to be 30 characters or less.
• Change the Xero Connect settings to send a different option to as the 'Inventory item' as the current expense type name can never be sent, as Xero's API will not allow this name description length to be transferred.

Tip: Skip the bill / staff expense with the unusual expense type name length whilst you determine how to resolve it with the above options.